What users are saying about
9 Ratings
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Score 9.9 out of 100
43 Ratings
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Score 8 out of 100

Likelihood to Recommend

DeskRoll Remote Desktop

DeskRoll Remote Desktop is ideal for all businesses thanks to its benefits. The ease of accessing other computers remotely to get files or offer remote help saves time and also minimizes office movement (noise). In addition, DeskRoll Remote Desktop makes working remotely easy.
Anonymous | TrustRadius Reviewer

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.
Hammad Bin Idrees | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

DeskRoll Remote Desktop
9.3
Help Scout
Screen sharing
DeskRoll Remote Desktop
9.0
Help Scout
File transfer
DeskRoll Remote Desktop
10.0
Help Scout
Instant message
DeskRoll Remote Desktop
9.0
Help Scout
Over-the-Internet remote session
DeskRoll Remote Desktop
9.0
Help Scout
Initiate remote control from mobile
DeskRoll Remote Desktop
10.0
Help Scout
Multi-platform remote control
DeskRoll Remote Desktop
9.0
Help Scout

Incident and problem management

DeskRoll Remote Desktop
Help Scout
9.0
Organize and prioritize service tickets
DeskRoll Remote Desktop
Help Scout
6.9
Subscription-based notifications
DeskRoll Remote Desktop
Help Scout
9.5
Ticket creation and submission
DeskRoll Remote Desktop
Help Scout
10.0
Ticket response
DeskRoll Remote Desktop
Help Scout
9.6

Self Help Community

DeskRoll Remote Desktop
Help Scout
8.5
External knowledge base
DeskRoll Remote Desktop
Help Scout
9.0
Internal knowledge base
DeskRoll Remote Desktop
Help Scout
8.0

Multi-Channel Help

DeskRoll Remote Desktop
Help Scout
8.0
Email support
DeskRoll Remote Desktop
Help Scout
9.5
Help Desk CRM integration
DeskRoll Remote Desktop
Help Scout
6.5

Pros

DeskRoll Remote Desktop

  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Matt Karcher | TrustRadius Reviewer

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
Santiago Valdés | TrustRadius Reviewer

Cons

DeskRoll Remote Desktop

  • No issues that I can think of. It is a perfect solution for business.
Anonymous | TrustRadius Reviewer

Help Scout

  • There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.
  • Much of the fancy targeting in Beacon is based solely off of URLs which doesn't work for us as a single page application.
  • The paging in lists of tickets isn't the most efficient. An infinite scroll would be much easier to work when you have a bunch of active tickets.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Help Scout

Help Scout 7.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Usability

DeskRoll Remote Desktop

No score
No answers yet
No answers on this topic

Help Scout

Help Scout 9.0
Based on 1 answer
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 :)
Anonymous | TrustRadius Reviewer

Alternatives Considered

DeskRoll Remote Desktop

Cost, ease of use, file transfer and chat capabilities.
Matt Karcher | TrustRadius Reviewer

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.
Amanda Elias | TrustRadius Reviewer

Return on Investment

DeskRoll Remote Desktop

  • With DeskRoll Remote Desktop, we save time thanks to the ability to access computers and offers solutions remotely
  • Reduces office noise - no need to move from office to office when you can remote access whatever you need from their computer.
  • DeskRoll Remote Desktop is very secure and this ensures no unauthorized access to other PC
Anonymous | TrustRadius Reviewer

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.
Leigh Malamphy | TrustRadius Reviewer

Screenshots

Pricing Details

DeskRoll Remote Desktop

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$3.25

DeskRoll Remote Desktop Editions & Modules

Edition
DeskRoll Pro 1 Month$29.951
DeskRoll Pro 1 Year$299.401
DeskRoll Starter$392
DeskRoll Lite$8.253
DeskRoll Lite$994
  1. per seat
  2. per user/per year
  3. per user/per month
  4. per user/per year
Additional Pricing 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

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Help Scout Editions & Modules

Edition
Standard$201
Plus$351
CompanyContact sales team
  1. per user/per month
  2. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

DeskRoll Remote Desktop
10.0
Help Scout
8.1

Likelihood to Renew

DeskRoll Remote Desktop
Help Scout
7.0

Usability

DeskRoll Remote Desktop
Help Scout
9.0

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