What users are saying about
15 Ratings
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Score 9.2 out of 100
46 Ratings
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Score 8.5 out of 100

Feature Set Ratings

    Remote Administration

    9.1

    DeskRoll Remote Desktop

    91%

    Help Scout

    Feature Set Not Supported
    N/A
    DeskRoll Remote Desktop ranks higher in 6/6 features

    Screen sharing

    8.5
    85%
    3 Ratings
    N/A
    0 Ratings

    File transfer

    9.0
    90%
    3 Ratings
    N/A
    0 Ratings

    Instant message

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Over-the-Internet remote session

    10.0
    100%
    3 Ratings
    N/A
    0 Ratings

    Initiate remote control from mobile

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    Multi-platform remote control

    10.0
    100%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    DeskRoll Remote Desktop

    Feature Set Not Supported
    N/A
    9.7

    Help Scout

    97%
    Help Scout ranks higher in 4/4 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.9
    89%
    17 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    10.0
    100%
    10 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

    Self Help Community

    DeskRoll Remote Desktop

    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

    DeskRoll Remote Desktop

    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

    DeskRoll Remote Desktop

    80%
    3 Ratings
    9.3

    Help Scout

    93%
    17 Ratings

    Likelihood to Renew

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    7.0

    Help Scout

    70%
    1 Rating

    Usability

    DeskRoll Remote Desktop

    N/A
    0 Ratings
    9.0

    Help Scout

    90%
    1 Rating

    Likelihood to Recommend

    Tomsk Inc.

    During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.
    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

    Tomsk Inc.

    • I am able to get connected with clients and the in-house environment through the secure access feature.
    • Co-development and collaboration made office work easier.
    • The integration with customer help desk and the ticketing system made things easier.
    • You can easily access any desktop and do troubleshooting quickly.
    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

    Tomsk Inc.

    • DeskRoll has really done a great job with this software and I don't see any need for improvement
    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

    DeskRoll Remote Desktop

    Starting Price

    $8.25 per user/per month

    Editions & Modules

    DeskRoll Remote Desktop editions and modules pricing
    EditionModules
    DeskRoll Pro 1 Month$29.951
    DeskRoll Pro 1 Year$299.402
    DeskRoll Starter393
    DeskRoll Lite$8.254
    DeskRoll Lite995

    Footnotes

    1. per seat
    2. per seat
    3. per user/per year
    4. per user/per month
    5. per user/per year

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional $3.25

    Additional Details

    With each license a user can configure unlimited remote computers to access from any location. Also, users can make unlimited parallel remote connections - each will open in a new browser tab. Users can pause and resume remote sessions.

    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

    Tomsk Inc.

    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

    Tomsk Inc.

    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

    Tomsk Inc.

    We've used various services - RemotePC, LogMeIn, Go2MyPC, etc. We have used it all and none have been as great as DeskRoll Remote Desktop. In other versions, the screen is not super legible, meaning the text is fuzzy or ill-fitting to the viewer's PC screen. We've experienced click delays, and recurring issues where we get kicked off and our data is lost. However, that doesn't happen with DeskRoll Remote Desktop.
    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

    Tomsk Inc.

    • It has provided easier business access and our ROI is 70%+.
    • Customer Satisfaction Survey: we are able to manage a high rating of 9+ - even in a difficult time.
    • Internal team collaboration was made easier through secure Instant messaging that we got integrated through Cisco Webex.
    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

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