What users are saying about
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
13 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 5 out of 100

Feature Set Ratings

    Incident and problem management

    9.8

    Help Scout

    98%

    Microsoft Parature (Discontinued)

    Feature Set Not Supported
    N/A
    Help Scout ranks higher in 4/4 features

    Organize and prioritize service tickets

    9.1
    91%
    17 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    10.0
    100%
    10 Ratings
    N/A
    0 Ratings

    Ticket creation and submission

    10.0
    100%
    16 Ratings
    N/A
    0 Ratings

    Ticket response

    10.0
    100%
    17 Ratings
    N/A
    0 Ratings

    Self Help Community

    8.5

    Help Scout

    85%

    Microsoft Parature (Discontinued)

    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%

    Microsoft Parature (Discontinued)

    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

    Attribute Ratings

    • Help Scout is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Usability

    Likelihood to Recommend

    9.4

    Help Scout

    94%
    17 Ratings
    6.7

    Microsoft Parature (Discontinued)

    67%
    10 Ratings

    Likelihood to Renew

    7.0

    Help Scout

    70%
    1 Rating
    6.1

    Microsoft Parature (Discontinued)

    61%
    10 Ratings

    Usability

    9.0

    Help Scout

    90%
    1 Rating
    2.0

    Microsoft Parature (Discontinued)

    20%
    2 Ratings

    Availability

    Help Scout

    N/A
    0 Ratings
    7.5

    Microsoft Parature (Discontinued)

    75%
    4 Ratings

    Support Rating

    Help Scout

    N/A
    0 Ratings
    1.0

    Microsoft Parature (Discontinued)

    10%
    2 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.
    Read full review

    Microsoft

    The single element of Parature I've not seen in any other system of this kind is the Download Module. You can post files in the open, or protect them by any number of entitlement methods. The solution is also appealing to those who don't want to manage the back-end/IT needs as it is a hosted solution and has proven to be very reliable.
    Read full review

    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
    Read full review

    Microsoft

    • Clean/Friendly UI. It was extremely easy to navigate around Parature's menus at a high level, and you could take advantage of the more robust features as you became more comfortable and familiar with how Parature operates!
    • Strong Knowledge Base. Writing KB articles or ticket summaries and making use of the search function within Parature allows for expedient recovery of past ticket information. Being able to search for a fix action, or at least a troubleshooting article that can guide you towards a resolution is extremely valuable.
    • Enhanced Notation Capability. Being able to send/post internal or external updates to a ticket is great! You can leave the wordy technical details for other employees while making sure to communicate the high-points and fix action to the end-user.
    Read full review

    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.
    Read full review

    Microsoft

    • Reporting is barebones at best. If you need special reports, we had to go through Parature to have them built.
    • The use of frames on a website is very 1990s. It actually impacts usability of the product, especially when combined with how Parature handled sessions. An engineer could only work one ticket at a time which, honestly, isn't very realistic for a busy support team that is working on several issues at a time.
    • Support was often unresponsive when contacted for unplanned problems.
    • The knowledge base was not very friendly for clients and it provided no real encouragement for it to be used.
    • It took several clicks to do something as simple as edit and assign a ticket or to close a ticket.
    Read full review

    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

    Microsoft Parature (Discontinued)

    Starting Price

    Editions & Modules

    Microsoft Parature (Discontinued) editions and modules pricing
    EditionModules

    Footnotes

      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.
      Read full review

      Microsoft

      Parature has been the best option for this campus in terms of what we use it for and there is no alternative
      Read full review

      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 :)
      Read full review

      Microsoft

      It was bulky, cumbersome, and didn't allow us to handle the volume of cases we received on a daily basis. Many of our issues were highly technical in nature and we would often need to work on 2 or 3 at once. The poor design choices prevented this, which was unfortunate.
      Read full review

      Reliability and Availability

      Help Scout

      No answers on this topic

      Microsoft

      They recently had one very extended outage. It was a data center issue - but they were not diversified enough so in the end the system was down for almost 8 hours. There are also periods of time where for no reason the system simply doesn't respond. This small outages are usually short (just a few minutes), and have in fact been occurring less often, so it appears some corrective actions have been taken.
      Read full review

      Support Rating

      Help Scout

      No answers on this topic

      Microsoft

      Nothing ever seemed to get resolved
      Read full review

      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.
      Read full review

      Microsoft

      There are services that do bits and pieces of what Parature does. We liked the idea of having one service that meets our needs
      Read full review

      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.
      Read full review

      Microsoft

      • Parature allows for better Customer Service
      • Can follow up automatically for tickets
      • Will automatically close tickets that haven't been responded to.
      • Allows customers to reopen tickets easily and not allow them to be missed.
      Read full review

      Screenshots

      Add comparison