What users are saying about
3 Ratings
47 Ratings
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100
47 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

  • Help Scout ranks higher in 1 feature set: Incident and problem management

Incident and problem management

7.8

C2 ATOM

78%
9.8

Help Scout

98%
C2 ATOM ranks higher in 4/8 features

Organize and prioritize service tickets

8.0
80%
1 Rating
9.1
91%
17 Ratings

Expert directory

9.0
90%
1 Rating
N/A
0 Ratings

Self-service tools

8.0
80%
1 Rating
N/A
0 Ratings

Subscription-based notifications

6.0
60%
1 Rating
10.0
100%
10 Ratings

ITSM collaboration and documentation

8.0
80%
1 Rating
N/A
0 Ratings

ITSM reports and dashboards

8.0
80%
1 Rating
N/A
0 Ratings

Ticket creation and submission

N/A
0 Ratings
10.0
100%
16 Ratings

Ticket response

N/A
0 Ratings
10.0
100%
17 Ratings

ITSM asset management

7.5

C2 ATOM

75%

Help Scout

Feature Set Not Supported
N/A
C2 ATOM ranks higher in 2/2 features

Configuration mangement

8.0
80%
1 Rating
N/A
0 Ratings

Asset management dashboard

7.0
70%
1 Rating
N/A
0 Ratings

Change management

9.0

C2 ATOM

90%

Help Scout

Feature Set Not Supported
N/A
C2 ATOM ranks higher in 2/2 features

Change requests repository

9.0
90%
1 Rating
N/A
0 Ratings

Change calendar

9.0
90%
1 Rating
N/A
0 Ratings

Self Help Community

C2 ATOM

Feature Set Not Supported
N/A
8.5

Help Scout

85%
Help Scout ranks higher in 2/2 features

External knowledge base

N/A
0 Ratings
9.0
90%
15 Ratings

Internal knowledge base

N/A
0 Ratings
8.0
80%
14 Ratings

Multi-Channel Help

C2 ATOM

Feature Set Not Supported
N/A
8.2

Help Scout

82%
Help Scout ranks higher in 2/2 features

Email support

N/A
0 Ratings
10.0
100%
17 Ratings

Help Desk CRM integration

N/A
0 Ratings
6.5
65%
10 Ratings

Attribute Ratings

  • Help Scout is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

C2 ATOM

80%
1 Rating
9.4

Help Scout

94%
17 Ratings

Likelihood to Renew

C2 ATOM

N/A
0 Ratings
7.0

Help Scout

70%
1 Rating

Usability

C2 ATOM

N/A
0 Ratings
9.0

Help Scout

90%
1 Rating

Likelihood to Recommend

Sherweb

This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
  • Access your help desk anytime, anywhere using iPhone app.
  • Create SLA and provide quality services in time, to your end users
  • Manage your purchases right from the birth of the PO
Read full review

Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
Read full review

Pros

Sherweb

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
Read full review

Help Scout

  • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
Read full review

Cons

Sherweb

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
Read full review

Help Scout

  • It is a bit slow sometimes, but not very often.
  • I've noticed more network errors with their server in the past year.
  • Small annoyance - they use a lot of lightbox popups and if you click outside the box all of your work is lost.
Read full review

Pricing Details

C2 ATOM

Starting Price

$0

Editions & Modules

C2 ATOM editions and modules pricing
EditionModules
C2 ATOM On-PremiseContact us1
SMALL TEAM502
ACROSS YOUR BUSINESS653
Starting Price$62.004

Footnotes

  1. none
  2. per user per month
  3. per user per month
  4. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Required $6,000

Additional Details

Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more details.

Help Scout

Starting Price

$0

Editions & Modules

Help Scout editions and modules pricing
EditionModules
Standard201
Plus352
CompanyContact sales team3

Footnotes

  1. per user/per month
  2. per user/per month
  3. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Sherweb

No answers on this topic

Help Scout

We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
Read full review

Usability

Sherweb

No answers on this topic

Help Scout

It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
Read full review

Alternatives Considered

Sherweb

It all came down to cost. Total cost vs available functionality However, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
Read full review

Help Scout

Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
Read full review

Return on Investment

Sherweb

  • Positive impact due to legacy application it replaced (more functionalities)
  • Offered an ITIL structured service catalog
  • Great solution that can support IT Service Center activities.
Read full review

Help Scout

  • We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
Read full review

Screenshots

Add comparison