Compare Document360 and Help Scout 
At a Glance
Market Segments
Mid-Market (47.7% of reviews)
Small-Business (62.1% of reviews)
Entry-Level Pricing
Contact Us 5 Team Accounts (billed annually)
$0.00 5 Users Per Month
Document360
Star Rating
(501)4.7 out of 5
Market Segments
Mid-Market (47.7% of reviews)
Pros & Cons
Entry-Level Pricing
Contact Us 5 Team Accounts (billed annually)
Free Trial is available
Browse all 3 pricing plansHelp Scout
Star Rating
(425)4.4 out of 5
Market Segments
Small-Business (62.1% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Document360 excels in user experience, particularly with its intuitive UI and powerful search capabilities, which many users find to be game changers for structuring their knowledge base effectively.
- Users say Help Scout is particularly beneficial for small businesses, providing a shared inbox feature that allows teams to collaborate on customer support tickets seamlessly, making it easier to manage customer queries.
- According to verified reviews, Document360's robust article editor significantly speeds up the process of creating and updating documentation, which users appreciate compared to their previous methods.
- Reviewers mention that Help Scout's customer support is user-focused, with features like a knowledge base that helps teams quickly access information, although some users feel it could be more comprehensive.
- Users highlight Document360's version control and rollback functionality as essential tools that enhance documentation management, making it easier for teams to maintain accurate records.
- G2 reviewers note that while Help Scout has a strong presence in the small business market, Document360's focus on mid-market solutions allows it to cater to more complex documentation needs, which some users find more suitable for their growing organizations.
Pricing
Entry-Level Pricing
Document360
Professional
Contact Us
5 Team Accounts (billed annually)
Built for growing teams to scale documentation efficiently.
- Internal & External Knowledge Base
- Custom Web Address
- Import from Word
Help Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
Free Trial
Document360
Free Trial is available
Help Scout
Free Trial is available
Ratings
Meets Requirements
9.1
348
8.7
321
Ease of Use
9.3
351
9.2
325
Ease of Setup
9.1
236
9.1
168
Ease of Admin
9.1
211
9.1
166
Quality of Support
9.5
335
9.0
295
Has the product been a good partner in doing business?
9.4
209
9.1
159
Product Direction (% positive)
9.4
313
8.1
309
Features by Category
Ticket and Case Management
Not enough data
9.2
176
|
Verified
Not enough data
9.2
176
|
Verified
Not enough data
8.6
191
|
Verified
Not enough data
8.6
166
Not enough data
Feature Not Available
Not enough data
8.6
177
|
Verified
Not enough data
8.9
179
|
Verified
Not enough data
8.2
99
Generative AI
Not enough data
5.2
7
Not enough data
6.1
6
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Not enough data
Feature Not Available
Not enough data
9.2
170
|
Verified
Not enough data
7.7
104
|
Verified
Not enough data
7.7
61
Not enough data
6.8
28
|
Verified
Platform
Not enough data
7.5
39
Not enough data
7.7
90
|
Verified
Not enough data
8.6
104
|
Verified
Not enough data
8.6
79
|
Verified
Not enough data
8.1
145
|
Verified
Not enough data
8.2
151
|
Verified
Administration
9.3
80
Not enough data
9.1
76
Not enough data
Feature Not Available
Not enough data
Knowledge Management
9.5
93
Not enough data
9.2
88
Not enough data
9.0
87
Not enough data
Compliance
9.1
82
Not enough data
9.2
79
Not enough data
9.3
74
Not enough data
9.2
71
Not enough data
Customer Support
9.2
83
Not enough data
8.9
81
Not enough data
8.9
76
Not enough data
Data Security
9.0
66
Not enough data
9.2
72
Not enough data
9.4
84
Not enough data
9.3
75
Not enough data
Administration
8.9
77
Not enough data
9.3
94
Not enough data
9.3
94
Not enough data
Generative AI
8.2
30
Not enough data
Channels
Not enough data
9.7
10
Not enough data
8.6
7
Not enough data
8.1
6
Design
Not enough data
7.7
8
Not enough data
8.8
7
Not enough data
8.5
11
Not enough data
9.1
11
Not enough data
9.3
10
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Knowledge Pages
8.5
174
Not enough data
8.6
170
Not enough data
8.9
181
Not enough data
8.4
149
Not enough data
7.8
120
Not enough data
8.8
147
Not enough data
Knowledge Dissemination
8.7
175
Not enough data
9.1
179
Not enough data
9.2
179
Not enough data
8.8
175
Not enough data
8.5
141
Not enough data
7.9
116
Not enough data
9.0
147
Not enough data
8.2
125
Not enough data
8.2
124
Not enough data
Agentic AI - Knowledge Base
8.1
24
Not enough data
8.3
24
Not enough data
8.2
24
Not enough data
Conversational Platform
Not enough data
8.3
57
Not enough data
8.5
31
Not enough data
8.7
33
Not enough data
8.4
36
Support Automation
Not enough data
8.4
36
Not enough data
8.8
42
Not enough data
8.4
34
Not enough data
9.0
36
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
9.0
29
|
Verified
Not enough data
8.9
31
|
Verified
Not enough data
Feature Not Available
Not enough data
8.2
22
|
Verified
Not enough data
Feature Not Available
Internal Use
Not enough data
7.7
90
|
Verified
Not enough data
8.7
29
|
Verified
Not enough data
7.9
18
|
Verified
Not enough data
9.1
34
|
Verified
Not enough data
9.5
32
|
Verified
Not enough data
8.4
30
|
Verified
Generative AI
8.4
47
Not enough data
Self-Service Experience
9.4
125
8.7
108
9.4
123
8.3
103
Feature Not Available
Feature Not Available
8.6
72
8.3
26
8.9
79
8.5
29
Self-Service Platform
9.2
81
8.8
28
8.4
74
8.7
31
8.4
68
Feature Not Available
8.6
72
8.7
29
Agentic AI - Customer Self-Service
8.5
10
Not enough data
8.5
10
Not enough data
7.7
10
Not enough data
8.5
10
Not enough data
8.5
10
Not enough data
8.2
10
Not enough data
8.5
10
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Management and Discovery - IT Documentation
8.3
19
Not enough data
8.3
19
Not enough data
8.9
19
Not enough data
Operations - IT Documentation
8.7
19
Not enough data
8.1
19
Not enough data
8.2
19
Not enough data
Knowledge Base
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Content
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Document360 and Help Scout are categorized as Customer Self-Service
Unique Categories
Document360 is categorized as Knowledge Base, IT Documentation, Help Authoring Tool (HAT), and Contact Center Knowledge Base
Help Scout is categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Customer Communications Management, Live Chat, Help Desk, and Email Management
Reviews
Reviewers' Company Size
Document360
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
21.6%
Information Technology and Services
15.6%
Computer & Network Security
5.0%
Financial Services
5.0%
Marketing and Advertising
4.2%
Other
48.6%
Computer Software
20.9%
Information Technology and Services
10.0%
Internet
7.5%
Marketing and Advertising
4.4%
Retail
4.1%
Other
53.2%
Discussions
Restoring a project?
1 Comment
SK
Yes, the system takes daily backup (which you can see on Settings> Backup and Restore), you can simply click on any backup and click restore, it will take...Read more
What all API Integration tools document360 offer now?
1 Comment
PS
Document360 makes it easy to generate an API token to use with other applications. You can integrate document360 with your favorite daily-use tools like...Read more
Is it possible to add custom features to the landing page, either as a new "drag and drop" or with HTML and JavaScript?
1 Comment
SK
You can add custom HTML content at the moment, we are also bringing more out of the box widgets like popular articles, recent articles, most searched...Read more
What should I look for in a ticketing system?
2 Comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Why sometimes the messages are not merged by themself?
2 Comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
Do you have a mobile app?
1 Comment
BD
Yes, search "Help Scout" in your device's application store. Read more
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