Help Scout vs. Raiseaticket

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Help Scout
Score 9.6 out of 10
N/A
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$20
per user/per month
Raiseaticket
Score 9.0 out of 10
N/A
Raiseaticket is a 100% free web-based helpdesk solution. The vendor says it has been developed by a team of experienced developers and infrastructure experts and is backed by insights from Customer Care leaders experienced in the Enterprise, Aviation, Contact Centre, Logistics, Government and Technology Industries. The system is built to service organizations of all sizes and can handle multi-team and multi-company web and email customer support operations. Simplicity is the ultimate in…N/A
Pricing
Help ScoutRaiseaticket
Editions & Modules
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
No answers on this topic
Offerings
Pricing Offerings
Help ScoutRaiseaticket
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
Help ScoutRaiseaticket
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Help Scout
9.8
18 Ratings
22% above category average
Raiseaticket
8.8
3 Ratings
11% above category average
Organize and prioritize service tickets9.018 Ratings9.53 Ratings
Subscription-based notifications10.010 Ratings8.53 Ratings
Ticket creation and submission10.017 Ratings9.53 Ratings
Ticket response10.018 Ratings8.53 Ratings
Expert directory00 Ratings9.03 Ratings
ITSM collaboration and documentation00 Ratings8.03 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Help Scout
8.5
16 Ratings
9% above category average
Raiseaticket
9.0
3 Ratings
15% above category average
External knowledge base9.015 Ratings8.52 Ratings
Internal knowledge base8.014 Ratings9.53 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Help Scout
7.8
18 Ratings
2% above category average
Raiseaticket
7.0
3 Ratings
9% below category average
Email support9.018 Ratings7.03 Ratings
Help Desk CRM integration6.510 Ratings7.03 Ratings
Customer portal00 Ratings7.53 Ratings
IVR00 Ratings6.52 Ratings
Social integration00 Ratings7.01 Ratings
Best Alternatives
Help ScoutRaiseaticket
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help ScoutRaiseaticket
Likelihood to Recommend
10.0
(18 ratings)
9.0
(3 ratings)
Likelihood to Renew
7.0
(1 ratings)
-
(0 ratings)
Usability
9.0
(1 ratings)
-
(0 ratings)
User Testimonials
Help ScoutRaiseaticket
Likelihood to Recommend
Help Scout
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
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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.
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Pros
Help Scout
  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
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Fonicom Ltd
  • Unique user support request can be categorized within SLAs
  • Templates are unique and integration is smooth.
  • reporting and ticket tracking is also good.
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Cons
Help Scout
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
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Fonicom Ltd
  • Pre-set templates could use a bit of a revamp, but nothing major.
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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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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 :)
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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.
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Fonicom Ltd
Freshdesk is also free to use like Raiseaticket. But when it comes to supporting quality Raiseaticket wins. I had several issues while using Freshdesk but their support team never replied to tickets on time. Sometimes they don't reply to tickets and later close them from their end. When choosing a software you should have knowledge of both pre-sales service and post-sales service quality of the software so that you can choose the right one. So this way Raiseaticket wins from Freshdesk.
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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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Fonicom Ltd
  • It saved a lot of time.
  • Increase in productivity of the support staff
  • Resolving the common queries are around 30 % quicker
Read full review
ScreenShots

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.