What users are saying about
47 Ratings
6 Ratings
47 Ratings
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Score 8.7 out of 100
6 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

Feature Set Ratings

  • Help Scout ranks higher in 2 feature sets: Incident and problem management, Multi-Channel Help
  • Raiseaticket ranks higher in 1 feature set: Self Help Community

Incident and problem management

9.8

Help Scout

98%
9.0

Raiseaticket

90%
Help Scout ranks higher in 3/6 features

Organize and prioritize service tickets

9.1
91%
17 Ratings
9.5
95%
5 Ratings

Subscription-based notifications

10.0
100%
10 Ratings
8.8
88%
5 Ratings

Ticket creation and submission

10.0
100%
16 Ratings
9.8
98%
5 Ratings

Ticket response

10.0
100%
17 Ratings
9.0
90%
5 Ratings

Expert directory

N/A
0 Ratings
9.0
90%
5 Ratings

ITSM collaboration and documentation

N/A
0 Ratings
8.3
83%
5 Ratings

Self Help Community

8.5

Help Scout

85%
8.8

Raiseaticket

88%
Help Scout ranks higher in 1/2 features

External knowledge base

9.0
90%
15 Ratings
8.3
83%
4 Ratings

Internal knowledge base

8.0
80%
14 Ratings
9.3
93%
5 Ratings

Multi-Channel Help

8.2

Help Scout

82%
8.1

Raiseaticket

81%
Raiseaticket ranks higher in 4/5 features

Email support

10.0
100%
17 Ratings
8.0
80%
5 Ratings

Help Desk CRM integration

6.5
65%
10 Ratings
8.0
80%
5 Ratings

Customer portal

N/A
0 Ratings
8.3
83%
5 Ratings

IVR

N/A
0 Ratings
7.8
78%
4 Ratings

Social integration

N/A
0 Ratings
8.3
83%
3 Ratings

Attribute Ratings

  • Help Scout is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.4

Help Scout

94%
17 Ratings
8.8

Raiseaticket

88%
5 Ratings

Likelihood to Renew

7.0

Help Scout

70%
1 Rating

Raiseaticket

N/A
0 Ratings

Usability

9.0

Help Scout

90%
1 Rating

Raiseaticket

N/A
0 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

Fonicom Ltd

Raiseticket is the best tool to implement a support system for your business whether it is a small or medium business. If you have limited agents to manage the support team then it will help you to improve your support quality with timely resolution. It will analyse the ticket category and give the team keywords to close the ticket successfully with proper resolution. As it is a web-based tool, you can access this from any device from anywhere. During COVID-19 it helped our team to support our users from remote locations easily. You can also implement these on-site premises which are cheaper than others. But when it comes to modern technology, it is not providing email templates and you have to customize on your own which is a little difficult and time taking. While downloading monthly reports or customized reports it gives errors multiple times. Although we haven't faced any server down with this tool it is a little slow.
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

Fonicom Ltd

  • It made communication very easy, fast and reliable
  • Easy access and quick generation of the problem ticket to the required team
  • User support and customer success are the key for this tool, which attracts users well.
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.
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Fonicom Ltd

  • Some times slack notifications frequency is not correct.
  • Email templates should be provided.
  • Also it will be great to have a macro function like excel where people can record the tickets to auto assignment.
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

Raiseaticket

Starting Price

$0

Editions & Modules

Raiseaticket editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    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

    Fonicom Ltd

    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 :)
    Read full review

    Fonicom Ltd

    No answers on this topic

    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

    Fonicom Ltd

    Helpdesk does similar functionalities to raiseaticket. But HelpDesk is a bit better as it gives better statistics and overview of completed tickets, and it even have a graph to show data too. While raiseaticket is easy to learn, its lack of quota and data gathering methods make it not as good as other similar software out there.
    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

    Fonicom Ltd

    • Reporting has been a great asset to management.
    • Improved SLAs.
    • Improved time management of the teams.
    Read full review

    Screenshots

    Add comparison