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
527 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Feature Set Ratings

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

Incident and problem management

9.8

Help Scout

98%
8.9

Jira Service Management (Jira Service Desk)

89%
Jira Service Management (Jira Service Desk) ranks higher in 6/9 features

Organize and prioritize service tickets

9.1
91%
17 Ratings
9.0
90%
78 Ratings

Subscription-based notifications

10.0
100%
10 Ratings
10.0
100%
1 Rating

Ticket creation and submission

10.0
100%
16 Ratings
N/A
0 Ratings

Ticket response

10.0
100%
17 Ratings
N/A
0 Ratings

Expert directory

N/A
0 Ratings
9.0
90%
2 Ratings

Service restoration

N/A
0 Ratings
9.5
95%
2 Ratings

Self-service tools

N/A
0 Ratings
8.1
81%
72 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
8.9
89%
65 Ratings

ITSM reports and dashboards

N/A
0 Ratings
8.0
80%
66 Ratings

Self Help Community

8.5

Help Scout

85%

Jira Service Management (Jira Service Desk)

Feature Set Not Supported
N/A
Help Scout ranks higher in 2/2 features

External knowledge base

9.0
90%
15 Ratings
N/A
0 Ratings

Internal knowledge base

8.0
80%
14 Ratings
N/A
0 Ratings

Multi-Channel Help

8.2

Help Scout

82%

Jira Service Management (Jira Service Desk)

Feature Set Not Supported
N/A
Help Scout ranks higher in 2/2 features

Email support

10.0
100%
17 Ratings
N/A
0 Ratings

Help Desk CRM integration

6.5
65%
10 Ratings
N/A
0 Ratings

ITSM asset management

Help Scout

Feature Set Not Supported
N/A
10.0

Jira Service Management (Jira Service Desk)

100%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Configuration mangement

N/A
0 Ratings
10.0
100%
1 Rating

Asset management dashboard

N/A
0 Ratings
10.0
100%
1 Rating

Policy and contract enforcement

N/A
0 Ratings
10.0
100%
1 Rating

Change management

Help Scout

Feature Set Not Supported
N/A
8.0

Jira Service Management (Jira Service Desk)

80%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Change requests repository

N/A
0 Ratings
8.8
88%
67 Ratings

Change calendar

N/A
0 Ratings
6.5
65%
2 Ratings

Service-level management

N/A
0 Ratings
8.9
89%
71 Ratings

Attribute Ratings

  • Help Scout is rated higher in 1 area: Likelihood to Recommend
  • Jira Service Management (Jira Service Desk) is rated higher in 2 areas: Likelihood to Renew, Usability

Likelihood to Recommend

9.4

Help Scout

94%
17 Ratings
8.9

Jira Service Management (Jira Service Desk)

89%
79 Ratings

Likelihood to Renew

7.0

Help Scout

70%
1 Rating
10.0

Jira Service Management (Jira Service Desk)

100%
1 Rating

Usability

9.0

Help Scout

90%
1 Rating
9.6

Jira Service Management (Jira Service Desk)

96%
2 Ratings

Support Rating

Help Scout

N/A
0 Ratings
8.9

Jira Service Management (Jira Service Desk)

89%
48 Ratings

Likelihood to Recommend

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.
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Atlassian

It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
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Pros

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
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Atlassian

  • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
  • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
  • Allow multiple different entry points and work flows for as many different needs your teams / company have
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Cons

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.
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Atlassian

  • Navigating through issues outside of a kan ban board can be confusing and task heavy.
  • It's easy to clutter up the tool. It could use some easy clean up capabilities.
  • User interface is decent, but could use work to make it more intuitive.
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Pricing 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

Jira Service Management (Jira Service Desk)

Starting Price

$0 per month

Editions & Modules

Jira Service Management (Jira Service Desk) editions and modules pricing
EditionModules
Free01
Standard202
Premium403
EnterpriseContact sales team4

Footnotes

  1. per month
  2. per agent/per month
  3. per agent/per month
  4. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

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.
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Atlassian

No answers on this topic

Usability

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 :)
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Atlassian

I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
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Support Rating

Help Scout

No answers on this topic

Atlassian

I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
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Alternatives Considered

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.
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Atlassian

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
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Return on Investment

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.
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Atlassian

  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
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Screenshots

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