DeskRoll Remote Desktop vs. HelpSpot

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
DeskRoll Remote Desktop
Score 8.1 out of 10
N/A
DeskRoll was built to be easy to use by end-users and IT teams alike. It's browser-based, so users being helped do not need to install any applications on their local device; DeskRoll Remote Desktop Sharing requires only a small app on the remote (controlling) computer. DeskRoll guides users through setup and connection processes for 3 basic scenarios: providing remote assistance to a customer, configuring unattended remote access to a remote computer, or configuring unattended remote…
$8.25
per user/per month
HelpSpot
Score 3.9 out of 10
N/A
HelpSpot is an affordable, web-based help desk system. It is available as a SaaS product or can be hosted by the customer behind a firewall. Pricing is by named user.
$49
per month
Pricing
DeskRoll Remote DesktopHelpSpot
Editions & Modules
DeskRoll Lite
$8.25
per user/per month
DeskRoll Pro 1 Month
$29.95
per seat
DeskRoll Starter
$39
per user/per year
DeskRoll Lite
$99
per user/per year
DeskRoll Pro 1 Year
$299.40
per seat
No answers on this topic
Offerings
Pricing Offerings
DeskRoll Remote DesktopHelpSpot
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup Fee$3.25 per seat/per monthNo setup fee
Additional DetailsWith 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.
More Pricing Information
Features
DeskRoll Remote DesktopHelpSpot
Remote Administration
Comparison of Remote Administration features of Product A and Product B
DeskRoll Remote Desktop
8.2
2 Ratings
1% below category average
HelpSpot
-
Ratings
Screen sharing8.02 Ratings00 Ratings
File transfer8.02 Ratings00 Ratings
Instant message7.01 Ratings00 Ratings
Over-the-Internet remote session10.02 Ratings00 Ratings
Initiate remote control from mobile8.01 Ratings00 Ratings
Multi-platform remote control8.01 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
HelpSpot
9.0
1 Ratings
13% above category average
Organize and prioritize service tickets00 Ratings9.01 Ratings
Ticket creation and submission00 Ratings9.01 Ratings
Ticket response00 Ratings9.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
HelpSpot
9.0
1 Ratings
15% above category average
Internal knowledge base00 Ratings9.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
DeskRoll Remote Desktop
-
Ratings
HelpSpot
9.0
1 Ratings
16% above category average
Email support00 Ratings9.01 Ratings
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User Ratings
DeskRoll Remote DesktopHelpSpot
Likelihood to Recommend
7.0
(2 ratings)
9.0
(3 ratings)
Likelihood to Renew
-
(0 ratings)
2.3
(2 ratings)
User Testimonials
DeskRoll Remote DesktopHelpSpot
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
UserScape
HelpSpot is well suited for streamlining support ticketing within the organization. By providing a single point of contact to email for support, we were able to increase response time and case resolution by approximately 30% through the increased efficiency of ticket routing via workflows and the ability for IT support staff to grab tickets from the queue instead of having them pile up in a mailbox that contains other emails as well.
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Pros
Tomsk Inc.
  • Ability to remote in at any time
  • Can support unlimited clients with hardware and software issues
  • Multiple remote client logins
  • Cost!
Read full review
UserScape
  • HelpSpot was great for organization. Having different queues allowed each of my team members to organize their conversations with the customer and quickly retrieve the history of the ticket.
  • HelpSpot is a fairly simple tool that has a friendly user interface. With it's more modern look, it made it easier for me personally to navigate and train team members on how to use it successfully.
  • HelpSpot allowed our team to view the responses section, which allowed our team to cut down on the time we spent responding to a ticket.
Read full review
Cons
Tomsk Inc.
  • It could be more cost-effective.
  • It could include better "help" or "how-to" sections for people who are not as tech savvy.
Read full review
UserScape
  • The UI is a little dated but to be fair, shows most of the pertinent information at a glance on a well designed dashboard.
  • The UI can also be buggy at times with controls appearing in strange places. These glitches are usually corrected within a reasonable amount of time.
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Likelihood to Renew
Tomsk Inc.
No answers on this topic
UserScape
My current job does not use this platform as it is not necessary for my job function.
Read full review
Alternatives Considered
Tomsk Inc.
Cost, ease of use, file transfer and chat capabilities.
Read full review
UserScape
HelpSpot appears to be more of an old-school product but much of the recent technology is running under the surface. It has much of the compexity and customization available with Jira in tandem with the easy communications interface, not unlike Zendesk ,and some of the potential archival intelligence (in the works) of Fogbugz
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Return on Investment
Tomsk Inc.
  • It saved time, which always saves money!
  • It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
  • DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.
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UserScape
  • Improved ticket response time
  • Workload reporting to upper management
  • Ticket category reporting to identify training opportunities
Read full review
ScreenShots

DeskRoll Remote Desktop Screenshots

Screenshot of DeskRoll remote connection view - Windows remote desktop.Screenshot of DeskRoll wizard that quickly guides you through basic remote access scenarios.