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Compare Agiloft, Help Scout, and Issuetrak

Pricing

 
Basic
$8
user/month
Productivity
$19 (cloud)
mo/user/annual contract
 
Standard
$15
user/month
Support Essentials
$49 (Cloud)
mo/agent/annual contract
 
Plus
$27
user/month
Support Ultimate
$59 (Cloud)
mo/agent/annual contract
 
Free Trial
Free Trial Unavailable
Free Trial
Agiloft
Free Trial
Help Scout
Basic
$8user/month
Standard
$15user/month
Plus
$27user/month
Free Trial Unavailable
Issuetrak
Productivity
$19 (cloud)mo/user/annual contract
Support Essentials
$49 (Cloud)mo/agent/annual contract
Support Ultimate
$59 (Cloud)mo/agent/annual contract
Free Trial

Ratings

Meets Requirements
Meets Requirements
9.0
8.5
8.0
Ease of Use
Ease of Use
8.2
9.2
8.2
Ease of Setup
Ease of Setup
7.5
8.8
8.0
Ease of Admin
Ease of Admin
8.4
8.8
8.3
Quality of Support
Quality of Support
8.7
8.8
9.0
Ease of Doing Business With
Ease of Doing Business With
9.4
8.9
9.3
Product Direction (% positive)
Product Direction (% positive)
8.9
7.8
7.8
Meets Requirements
Agiloft
9.0
Help Scout
8.5
Issuetrak
8.0
Ease of Use
Agiloft
8.2
Help Scout
9.2
Issuetrak
8.2
Ease of Setup
Agiloft
7.5
Help Scout
8.8
Issuetrak
8.0
Ease of Admin
Agiloft
8.4
Help Scout
8.8
Issuetrak
8.3
Quality of Support
Agiloft
8.7
Help Scout
8.8
Issuetrak
9.0
Ease of Doing Business With
Agiloft
9.4
Help Scout
8.9
Issuetrak
9.3
Product Direction (% positive)
Agiloft
8.9
Help Scout
7.8
Issuetrak
7.8

Features

Ticket and Case Management
Workflow
Agiloft
9.1
Help Scout
8.3
Issuetrak
7.9
Response Automation
Agiloft
9.3
Help Scout
8.4
Issuetrak
8.2
SLA Management
Agiloft
8.0
Help Scout
Not enough data available
Issuetrak
7.4
Attachments/Screencasts
Agiloft
8.5
Help Scout
8.5
Issuetrak
8.1
Ticket Collaboration
Agiloft
9.4
Help Scout
8.8
Issuetrak
8.1
Ticket creation user experience
Agiloft
8.9
Help Scout
9.1
Issuetrak
8.4
Ticket response user experience
Agiloft
8.7
Help Scout
9.3
Issuetrak
8.1
Knowledge Share
Knowledge Base
Agiloft
Not enough data available
Help Scout
8.7
Issuetrak
Not enough data available
Searchable Articles
Agiloft
Not enough data available
Help Scout
7.9
Issuetrak
Not enough data available
Community Forums
Agiloft
Not enough data available
Help Scout
8.3
Issuetrak
Not enough data available
Interactive FAQs & Forums
Agiloft
Not enough data available
Help Scout
8.0
Issuetrak
Not enough data available
Interaction
Web Portals
Agiloft
Not enough data available
Help Scout
8.8
Issuetrak
Not enough data available
Forum to Reponse
Agiloft
Not enough data available
Help Scout
8.1
Issuetrak
Not enough data available
Tickets and Tagging
Agiloft
Not enough data available
Help Scout
8.7
Issuetrak
Not enough data available
Live Chat
Agiloft
Not enough data available
Help Scout
6.5
Issuetrak
Not enough data available
Communication Channels
Customer Portal
Agiloft
8.9
Help Scout
9.0
Issuetrak
8.2
Email to Case
Agiloft
8.8
Help Scout
9.2
Issuetrak
8.4
Chat/Live Support
Agiloft
7.9
Help Scout
6.9
Issuetrak
7.3
Social Integration
Agiloft
6.3
Help Scout
8.0
Issuetrak
Not enough data available
Call Center
Make, Receive, and Record Calls
Agiloft
8.7
Help Scout
Not enough data available
Issuetrak
Not enough data available
Customer and Contacts Database
Agiloft
8.6
Help Scout
7.7
Issuetrak
7.8
Products and Version Tracking
Agiloft
8.0
Help Scout
Not enough data available
Issuetrak
7.9
Call Scripting
Agiloft
Not enough data available
Help Scout
Not enough data available
Issuetrak
Not enough data available
Interactive Voice Response (IVR)
Agiloft
Not enough data available
Help Scout
Not enough data available
Issuetrak
Not enough data available
Self Service/Community
Forums
Agiloft
5.8
Help Scout
Not enough data available
Issuetrak
8.3
Knowledge Base
Agiloft
8.6
Help Scout
8.4
Issuetrak
7.5
Ideas/Feedback
Agiloft
7.2
Help Scout
9.2
Issuetrak
7.8
Q&A
Agiloft
7.4
Help Scout
9.7
Issuetrak
7.6
Reporting & Analytics
Social Monitoring
Agiloft
Not enough data available
Help Scout
Not enough data available
Issuetrak
Not enough data available
Reporting
Agiloft
7.7
Help Scout
8.1
Issuetrak
6.8
Dashboards
Agiloft
8.1
Help Scout
8.3
Issuetrak
7.9
Platform
ITIL Compliance
Agiloft
8.9
Help Scout
Not enough data available
Issuetrak
6.9
Mobile User Support
Agiloft
7.0
Help Scout
Not enough data available
Issuetrak
5.7
Customization
Agiloft
9.1
Help Scout
7.6
Issuetrak
7.7
User, Role, and Access Management
Agiloft
9.4
Help Scout
8.5
Issuetrak
8.3
Internationalization
Agiloft
8.5
Help Scout
8.2
Issuetrak
Not enough data available
Performance & Reliability
Agiloft
8.8
Help Scout
9.4
Issuetrak
9.2
Integration APIs
Agiloft
8.8
Help Scout
8.4
Issuetrak
6.7

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
48.6%
55.9%
25.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
37.1%
39.2%
40.0%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
14.3%
4.9%
34.5%
Agiloft
Small-Business
48.6%
Mid-Market
37.1%
Enterprise
14.3%
Help Scout
Small-Business
55.9%
Mid-Market
39.2%
Enterprise
4.9%
Issuetrak
Small-Business
25.5%
Mid-Market
40.0%
Enterprise
34.5%

Reviewers' Industry

 
Information Technology and Services
34.9%
Computer Software
23.0%
Information Technology and Services
15.4%
 
Computer Software
16.3%
Internet
17.5%
Telecommunications
9.2%
 
Telecommunications
4.7%
Information Technology and Services
7.7%
Hospital & Health Care
9.2%
 
Renewables & Environment
4.7%
Marketing and Advertising
6.0%
Financial Services
6.2%
 
Non-Profit Organization Management
4.7%
Hospital & Health Care
4.9%
Education Management
6.2%
 
Other
34.9%
Other
41.0%
Other
53.8%
Agiloft
Information Technology and Services
34.9%
Computer Software
16.3%
Telecommunications
4.7%
Renewables & Environment
4.7%
Non-Profit Organization Management
4.7%
Other
34.9%
Help Scout
Computer Software
23.0%
Internet
17.5%
Information Technology and Services
7.7%
Marketing and Advertising
6.0%
Hospital & Health Care
4.9%
Other
41.0%
Issuetrak
Information Technology and Services
15.4%
Telecommunications
9.2%
Hospital & Health Care
9.2%
Financial Services
6.2%
Education Management
6.2%
Other
53.8%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Eric N.
Executive Sponsor in Information Technology and Services

1) Easy coding-free process-oriented customization 2) Highly flexible in terms of automating nearly any business process 3) Overall simplicity yet customizable enough to look like a custom application 4) Easy enough to customize that users can decide how...

Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

G2 User in Restaurants

Versatility. We manage Facilities, HR, and Technology issues for 300 locations using 1 app. It allows you to customize as much or as little notification for the end users as you need. Scalability. In test we started with just 10 stores. We easily expanded...

Most Helpful Critical Review
Most Helpful Critical Review
G2 User in Computer Software

Search functionality. The search is not very friendly. Even though I will be searching the correct person's name, company and/or subject line of the ticket, the search field does not return anything related.

G2 User

Integration is very minimal, especially compared to Zendesk

G2 User in Information Technology and Services

Very difficult to keep the replies to the same ticket. You have to train the whole organization how to reply to tickets on a continuous basis.

 
Agiloft
Most Helpful Favorable Review
Eric N.
Executive Sponsor in Information Technology and Services

1) Easy coding-free process-oriented customization 2) Highly flexible in terms of automating nearly any business process 3) Overall simplicity yet customizable enough to look like a custom application 4) Easy enough to customize that users can decide how...

Most Helpful Critical Review
G2 User in Computer Software

Search functionality. The search is not very friendly. Even though I will be searching the correct person's name, company and/or subject line of the ticket, the search field does not return anything related.

Help Scout
Most Helpful Favorable Review
Danielle L.
Administrator in Computer Software

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email...

Most Helpful Critical Review
G2 User

Integration is very minimal, especially compared to Zendesk

Issuetrak
Most Helpful Favorable Review
G2 User in Restaurants

Versatility. We manage Facilities, HR, and Technology issues for 300 locations using 1 app. It allows you to customize as much or as little notification for the end users as you need. Scalability. In test we started with just 10 stores. We easily expanded...

Most Helpful Critical Review
G2 User in Information Technology and Services

Very difficult to keep the replies to the same ticket. You have to train the whole organization how to reply to tickets on a continuous basis.

Screenshots

 
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