The best Help Scout alternative is here
Multi-Channel Ticketing Platform
Desk365 is a multi-channel ticketing platform, that includes Microsoft Teams ticketing along with custom email servers, customer support portal, and more. This makes it easy to run help desk operations efficiently that work great on Microsoft Teams and at the same time can handle requests from other channels like email, support portal, web forms, and more.
Affordable and Transparent Pricing
Provide best-in-class customer support without breaking your bank. Desk365 provides you with all the essential features your support team would love to have at a much more affordable price than Help Scout. All inclusive plan that covers all the features unlike Help Scout which has limited features and multiple plans forcing you into higher priced plans.
Powerful SLA Module
Desk365 has a robust SLA module that enables you to set up periodic reminders and escalation rules that help you stay on top of ticket deadlines. Setup SLAs that suit your needs, whether it’s help desk wide or even specific SLAs for specific companies. Coupled with automation rules you can make sure you never miss a deadline.
Comparing Desk365 vs. Help Scout
| Desk365 | Help Scout | |
|---|---|---|
| Microsoft Teams App for Agents | ||
| Create tickets from Microsoft Teams | ||
| Email Ticketing | ||
| Customer Support Portal | ||
| Web Form / Web Widget | ||
| Automations | (More Robust & Powerful) | |
| Knowledge Base | ||
| SLAs | ||
| Custom Email Servers | (Limited to 5 mailboxes in Plus plan) | |
| Custom Ticket Fields | (Only available in Plus & Pro plans) | |
| Custom Roles | (Only available in Plus & Pro plans) | |
| Time Tracking | ||
| Customer Surveys | (Multiple Survey Types) | |
| Reports | (Multiple Custom Reports) | |
| Agent Collision Detection | ||
| Custom Statuses and Categories | (Only available in Plus & Pro plans) | |
| API Access | ||
| Power Automate Connector | ||
| Azure AD Single Sign-On | (Easy to set-up) | (Only available in Plus & Pro plans) |
| Onboarding Specialist | ||
| Email Support | ||
| Free Trial | (21 Days) | (15 Days) |
| Free Plan Available | ||
| Number of Users | Unlimited | Unlimited |
| Lowest Paid Plan | $10/agent/month | $20/agent/month |
| Highest Paid Plan | $10/agent/month | $65/agent/month |
Last Updated Date: 26-May-2023
Choose a partner that helps you succeed
Why should you choose Desk365 over Help Scout?
Desk365’s simplicity, customizability, & collaborative features make it the best Help Scout alternative for the support team that wants to work efficiently and improve customer service.
SLAs
Different SLA options are available that enable you to provide you with periodic reminders before the tickets are due and help you to stay on top of ticket escalations. You can also set up a No SLA policy if needed and have the option of selecting a different default SLA for different companies.
Improved Agent Productivity
Set up Automation rules that are easy to set up and get triggered during ticket creation and ticket updation. Highly configurable, easy to use interface, makes it easy to create workflows based on different ticket/customer properties, keywords, events, and more. Boost agent productivity and solve important customer queries effectively.
Analyze Customer Sentiment using Surveys
Create and send customer surveys to get immediate feedback from your customers. Analyze the data together with your support team to identify areas of improvement, establish a proper plan, and make the required changes in systems, processes, and teams to streamline your support operations.
Better & Improved Reporting
Help Scout provides only basic data on reports to help support teams track their customer service metrics. Get actionable insights from reports on customer satisfaction ratings, ticket trends data, or agent performance such as response time, resolved time, closed time using Desk365.
Track Time Spent on Tickets
Understanding where your agents spend their time and tracking their time spent on tickets across multiple support channels are critical for any help desk. You can enter the exact time spent on a ticket or use a timer to keep track of it. Time tracking is especially useful when you bill clients for time spent on tickets.
Prioritized Ticket Views
Create customized ticket views using easy to use filters that cover all ticket fields, including any custom fields you have created. Tickets can be automatically sorted in order of priority, due time, type, channel, status, and more according to your needs.
Self-Service Portal for Customers
Provide your customers with a web-based online portal through which they can create and manage tickets, access solution articles from your Knowledge Base. Customize the Support Portal according to your brand guidelines. Advanced options allow you to restrict access to signed in users, Microsoft 365 sign-ins and even display specific articles to specific customers.
Essential Features
Desk365 is a modern help desk that has all the essential features you need, without the bloat from features that are not useful anymore. Advanced automation rules, SLAs with easy to set up reminders and escalation rules, Azure AD single sign-On, customer surveys, advanced reporting and more.
Worried about the effort involved in switching to Desk365?
Don’t worry, we have got you covered.
We offer free migration and set-up help. We will work with you every step of the way on your transition to Desk365.
Make the switch to a better help desk starting today.
