Help Scout vs. Teamwork.com

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
Teamwork.com
Score 7.8 out of 10
N/A
Teamwork.com is a project management platform built specifically for client work. The platform helps users deliver work on time and on budget, eliminate client chaos, and understand profitability. Teamwork.com’s customers track and manage their projects with a suite of integrated solutions such as helpdesk, collaboration, knowledge sharing and customer relationship management add-ons, enabling Teamwork.com to be the ‘one-stop shop’ solution for business owners. Headquartered in Cork,…
$12.50
per user/per month
Pricing
Help ScoutTeamwork.com
Editions & Modules
Standard
$20
per user/per month
Plus
$35
per user/per month
Company
Contact sales team
Pro
$12.50
per user/per month
Premium
$22.50
per user/per month
Free Forever
Free
Up to 5 users
Enterprise
Contact sales team
Offerings
Pricing Offerings
Help ScoutTeamwork.com
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
Help ScoutTeamwork.com
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
Teamwork.com
-
Ratings
Organize and prioritize service tickets9.018 Ratings00 Ratings
Subscription-based notifications10.010 Ratings00 Ratings
Ticket creation and submission10.017 Ratings00 Ratings
Ticket response10.018 Ratings00 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
Teamwork.com
-
Ratings
External knowledge base9.015 Ratings00 Ratings
Internal knowledge base8.014 Ratings00 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
Teamwork.com
-
Ratings
Email support9.018 Ratings00 Ratings
Help Desk CRM integration6.510 Ratings00 Ratings
Project Management
Comparison of Project Management features of Product A and Product B
Help Scout
-
Ratings
Teamwork.com
4.7
78 Ratings
46% below category average
Task Management00 Ratings3.678 Ratings
Resource Management00 Ratings3.79 Ratings
Gantt Charts00 Ratings5.769 Ratings
Scheduling00 Ratings5.724 Ratings
Workflow Automation00 Ratings8.220 Ratings
Team Collaboration00 Ratings8.921 Ratings
Support for Agile Methodology00 Ratings8.713 Ratings
Support for Waterfall Methodology00 Ratings8.314 Ratings
Document Management00 Ratings1.969 Ratings
Email integration00 Ratings3.961 Ratings
Mobile Access00 Ratings1.860 Ratings
Timesheet Tracking00 Ratings1.921 Ratings
Change request and Case Management00 Ratings1.815 Ratings
Budget and Expense Management00 Ratings1.813 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Help Scout
-
Ratings
Teamwork.com
1.8
31 Ratings
122% below category average
Quotes/estimates00 Ratings1.811 Ratings
Invoicing00 Ratings1.811 Ratings
Project & financial reporting00 Ratings1.813 Ratings
Integration with accounting software00 Ratings1.826 Ratings
Best Alternatives
Help ScoutTeamwork.com
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
FunctionFox
FunctionFox
Score 8.3 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
SAP Ruum
SAP Ruum
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
Quickbase
Quickbase
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Help ScoutTeamwork.com
Likelihood to Recommend
10.0
(18 ratings)
3.3
(80 ratings)
Likelihood to Renew
7.0
(1 ratings)
10.0
(2 ratings)
Usability
9.0
(1 ratings)
9.1
(20 ratings)
Support Rating
-
(0 ratings)
8.8
(27 ratings)
User Testimonials
Help ScoutTeamwork.com
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.
Read full review
Teamwork
Teamwork is awesome for teams who need a flexible tool that supports all types of projects. Since it supports kanban it makes visualizing the work to be done and the work in progress very easy. The Gantt chart support is decent and helps to understand how a team is doing when it comes to getting work done in a given time frame. Teamwork isn't a great option for companies that have a bunch of projects going simultaneously due to the way Teamwork structures their billing based on a number of active projects.
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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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Teamwork
  • I am a believer that simple and easy should be the key to create great opportunities.
  • Teamwork has helped me to turn simple task management into the execution of large, massive projects.
  • It has certainly worked great in helping to maintain workflow in my department.
Read full review
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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Teamwork
  • Visualization needs to be improved, charts graphs are limited
  • Value stream mapping should be available to determine and prioritize the work.
  • Documentation should be available stepwise with export and printable facility.
  • It should be configurable like ERP with cross functionalities of different users, where users login, assign and approve the work, job or project details, where it should be collectively effected on a project.
  • Add many examples, little more AI, Machine learning required for suggestion and recommendation. It would be a plus point
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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.
Read full review
Teamwork
We are already at an annual contract, and have been for the past 5 years; so far the system has delivered, and our personal is already trained in it. A major overhaul of our entire infrastructure (as in moving everything to a single, unified platform) might change the current continuity of Teamwork Projects on our organization, but that's not feasible in the near future.
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
Teamwork
I give it a 9 out of 10, because there is a bit of a learning curve when you first start using Teamwork Projects because there is a lot to learn & recognize where to find it. They do offer a good range of tools that can be applied to every project - So say you're working on an internal project and don't need Milestones or Billing, you can shut those modules off. This can help simplify the interface for beginners. Once you've had a few days in Teamwork Projects, I think it's a 10/10 usability. It's very easy to accomplish your tasks and keep track of what you're managing.
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Support Rating
Help Scout
No answers on this topic
Teamwork
We've been able to meet with the customer success team on multiple occasions to discuss the roadmap and learn about the company culture. Being based in Ireland, we occasionally have to wait until they wake up to get support requests handled in the states and larger conversations about big enhancement requests were politely collected but not followed up on
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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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Teamwork
I spoke about this quite a bit before, but as far as usability goes, Microsoft Projects is totally useless for me, so I avoid it at all costs. Basecamp was just a task management app and had very small feature set beyond that. We had to rig it to do other things for us, but it failed at that. Asana was a very nice app to trial, but it lacked many of the features that we were looking for.
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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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Teamwork
  • Teamwork was a great starter into project management software. We were WAY more organized and efficient than we ever were with Trello boards and the PM software included with our accounting system.
  • Clients were mostly pleased with interacting with Teamwork, and appreciated the ability to track their comments and requests in one place.
  • Ultimately, we stopped using Teamwork after about 6 months because we need something more focused on web development projects specifically
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.

Teamwork.com Screenshots

Screenshot of Project's viewScreenshot of Task viewScreenshot of Board viewScreenshot of Project's tabScreenshot of Calendar view