Having a reliable help desk system can have a tremendous impact on your productivity, service, and quality. These tools help you build a community of happy consumers that are not only happy about the product/service but experience a sense of pride. And what better way to choose a help desk system than checking a side-by-side comparison.
This is what our researchers decided to do. Our team spent hundreds of hours, studied numerous reviews, and examined countless features to provide you a definitive Help Scout vs Freshdesk comparison. You might be wondering why these two particular tools, the answer is quite simple, they are viewed as one the best around.
Our Freshdesk vs Help Scout review covers every aspect of each tool and a few little details that aren’t as obvious as they may seem. Also as part of our Scout vs Freshdesk analysis, we’ll be covering user interface, ease of navigation, and elaborate on some other things that we find very useful. Also, we won't be touching on the pricing as these change from time-to-time and you might catch a discount. Okay, now that this is out of the way, we can finally proceed to the real deal. Let’s get started!
Before we jump into the full-blown analysis, we would like to give you a general idea of what these tools are and what can you expect from them. We'll do this only for educational purposes as we believe that this will give you a better idea of the latter sections.
As most help desk systems, Help Scout has everything you would expect from a tool like this. From ticket management to tracking issues, it has technically everything a business might ever need. The features, however, don’t stop there as you get a number of customization options, a dedicated inbox.
What’s good is that Help Scout provides a superb customer experience by completely eliminating the need to browse through thousands of tickets in a portal, as well as it removes the need to enter credentials all the time. One account is for everything and you can access it via a mobile app, desktop or any other device that has an Internet browser.
The tool seamlessly integrates with a number of third-party apps and can even communicate with other business systems. It’s a nice combination of good features and a pleasant experience.
While most new help desk systems aim for big organizations, Freshdesk started only with mid-size businesses in mind. And this is what makes it so special. You get the essentials such an expanding knowledge base, ticket management as well as dozens of different customization options for all your analytics.
Freshdesk offers means of speeding up customer support too. Thanks to the built-in automation options, you can answer customers, update prices, remove from listings, and all this round-the-clock without the need of manpower. The tool has helped many push their products to the masses and many well-known organizations such as Pearson, TeleResult, and even Lesley University have chosen to use it.
It’s no secret that all operations in any help desk revolve around tickets. They are an integral part of the process and they are possible to use in many different scenarios, including analytics, issue tracking, performance reviews, and more.
But these aren’t the only reasons why you should care about a good ticketing system. As time goes, more tickets appear and by the time you know it, you’ll scroll through thousands of different issues that need immediate resolution.
It is generally agreed that a good ticketing system allows the user to sort, prioritize, store in folders, multiple tickets. Without these features, ticket management can be overwhelming, to say the least.
We’ve mentioned that filtering plays a vital role in ticket management and thankfully, Freshdesk development team understands this. They’ve implemented a filter-like feature called “Views”. It’s very similar to what you can find in Help Scout. It also allows you to customize the filtering criteria, sorting options, and even provides the ability to share it between teams which unique to the system.
Thanks to the role system, your agents can manage their tickets without the need for special permission from the higher-ups. This allows for greater autonomy and will reduce time doing all the sorting manually. This is definitely a good feature and Freshdesk continues to improve it with new sections added every month.
As we are proceeding through this Help Scout vs Freshdesk review, we noticed one particular specialty in Help Scout. The company doesn’t have a generic ticket management tool. Instead, they focus on mailboxes. This might seem odd but the fact that it works very well will definitely surprise you.
First off, each mailbox and external email tie with each other firmly. This allows you to organize “tickets” based on where they came from. For example, issue type A will arrive at mailbox A, and in case an issue type A arrives in mailbox B, then it will be automatically assigned back to mailbox A. This might sound convoluted but in practice, it saves so much time that we couldn’t believe it.
Also as a part of the mailbox system, you get Folders. This is essentially a sorting tool that lets you arrange different types of tickets into different folders. These folders are also possible to customize in terms of visibility. If you want group A not see group B tickets, you can hide them in just a few clicks.
Both tools are great at what they are designed to do. If you want to compare Help scout to Freshdesk in terms of ticketing systems, save some time as they are practically the same and achieve the good results.
Help Desk Analytics
No analysis is complete if there’s no comparison of Help Scout vs Freshdesk analytics. After all, these are vital features and without them, the value of the tools would be significantly lower. Knowing what your customers prefer more is critical as with good analytics, you can refine your message even further.
So, once we looked at Freshdesk vs Help Scout, we’ve noticed a few key differences around the accuracy of reports, as well as we have noticed that one of the tools doesn’t have a few cool little reporting options the other has.
So first thing first, Freshdesk. The platform has eight distinct data filters that you can apply to a report and export as a customized overview. You can also download these reports again from the drop-down menu. It means that you don’t have to apply the above-mentioned filters again. Another cool feature is scheduling. With it, you can download automatically new reports, as well as send them to your customers, partners, etc.
But with all that in mind, the key takeaway of this reporting tool is that you are limited to just these eight report templates. This is a huge step-down as once we compare Help Scout, you’ll immediately notice that the whole system is dramatically different. Yet, if you don’t need extra flexibility and will do just fine with stock reports, Freshdesk will be more than enough for you.
Help Scout is very flexible in terms of creating custom reports. You get the ability to adjust names, values, a visual representation of your reports, as well as you can get more by adding them from the built-in store. Another interesting thing about the analytics section is that you can check them in the mobile version of the service desk.
You can also sort and filter fields such as tags, type, agent, etc. It's very good in terms of customizability but there is one caveat we couldn't ignore, and that is the inability to schedule reports. This seemingly simple feature would have made a day and night difference. Here’s hoping the company adds in a future update.
The final part of our comparison is automation. It’s no secret that automated mundane work is not only cost effective. It will also allow for a larger output from your employees. In other words, if your employees have to manage tickets, assign issues, send surveys, reopen cases on their own, a service desk can help. Do keep in mind that most service desks will help you in some way. It’s just some are better than the others.
The developers at Freshdesk sure do love to separate features into different modules. The Dispatch’r, Observer, and Supervisor constitute their automation suite relatively. As the names imply, Dispatch’r is responsible for prioritizing and assigning tickets, Observer, on the other hand, is responsible for notifying staff about a poor review, bad customer service, etc. and finally, there's Supervisor that can close tickets.
The system is pretty simple on paper but there’s technically a fourth function called Scenarios. Here’s where things can get complicated. In the right hands, this system can achieve a wide range of simple to semi-complex issues but if a person has no idea what he’s doing, he won't be able to configure it. He can still use the first three modules but Scenarios are out of the question.
When you compare Help Scout to Freshdesk you’ll immediately notice that the whole automation system is unified into one feature called “workflows.” This system is heavily tied to the mailbox feature. Therefore, it is inherently tailored to certain teams. It can perform most of the basic functions, as well as a few complex ones.
Just like in Freshdesk, using these features can be a hurdle if you never saw them before. The user interface in these things aren’t exactly friendly but again, if someone with technical know-how grabs it, they can achieve good things. The main gripe of this functionality is its ties to a single mailbox. If you want to apply it universally across your organization, you’ll need to clone it. But other than that, it’s good.
All in all, both service desks are great and whichever you choose, you’ll be fine. The only thing we can suggest is that it’s best that you imagine it being applied to your workflow. If you see a lot of benefits from a particular tool, good for it. Also, we know that we omitted the export options, and for good reasons. Migration can be tough as each service desk has its own set of rules you must follow. And not always the exported data is compatible with the target platform. Yet, there is a solution. Our developers have been hard at work to create a wizard that will let you move all your precious information in just a few clicks. The best part is that you don’t have to take our word for it. You can sign up for a FREE TRIAL now and see for yourself.
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