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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Mid-Market (43.0% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
0/agent/month
Help Scout
Star Rating
(417)4.4 out of 5
Market Segments
Small-Business (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansJira Service Management
Star Rating
(954)4.3 out of 5
Market Segments
Mid-Market (43.0% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Help Scout excels in its Ease of Use with a score of 9.2, making it particularly favorable for small businesses that may not have extensive technical resources. In contrast, Jira Service Management has a lower score of 8.1, which some reviewers mention can lead to a steeper learning curve for new users.
- Reviewers mention that Help Scout's Multi-Channel Coverage is outstanding, scoring 9.8, allowing seamless communication across various platforms. Jira Service Management, while also effective, scores lower at 8.5, which some users feel limits their ability to engage customers through multiple channels.
- G2 users highlight Help Scout's Ticket Creation User Experience with a score of 9.2, noting that it is intuitive and user-friendly. Conversely, Jira Service Management, with a score of 8.9, is seen as slightly more complex, which some users say can hinder quick ticket resolution.
- Reviewers mention that Help Scout's Quality of Support is rated at 9.1, with many users praising the responsiveness and helpfulness of the support team. Jira Service Management, while still respectable at 8.2, has received feedback indicating that response times can be slower during peak periods.
- Users on G2 report that Help Scout's Response Automation features score 8.6, which they find effective for streamlining customer interactions. In comparison, Jira Service Management scores slightly higher at 8.8, with users noting its robust automation capabilities, particularly in ticket routing.
- Reviewers mention that Help Scout's Knowledge Base integration is rated at 8.7, making it easy for users to find answers quickly. Jira Service Management, with a score of 8.4, is also effective but some users feel it lacks the same level of accessibility and user-friendliness in its knowledge management features.
Pricing
Entry-Level Pricing
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
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
Help Scout
Free Trial is available
Jira Service Management
Free Trial is available
Ratings
Meets Requirements
8.7
315
8.7
843
Ease of Use
9.2
319
8.2
850
Ease of Setup
9.2
163
8.0
458
Ease of Admin
9.1
163
8.0
362
Quality of Support
9.1
289
8.4
727
Has the product been a good partner in doing business?
9.1
156
8.7
339
Product Direction (% positive)
8.2
303
8.7
812
Features by Category
Ticket and Case Management
9.2
175
|
Verified
9.0
82
9.2
174
|
Verified
9.0
80
8.6
188
|
Verified
8.9
81
8.6
164
8.9
79
Feature Not Available
8.8
78
8.7
176
|
Verified
8.8
80
8.9
175
|
Verified
9.2
79
8.2
99
8.5
77
Generative AI
5.2
7
7.9
54
6.1
6
7.9
53
Agentic AI - Help Desk
Not enough data
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Communication Channels
Feature Not Available
8.9
80
9.2
166
|
Verified
8.9
80
7.7
101
|
Verified
8.3
73
7.7
61
8.1
71
6.8
28
|
Verified
7.9
68
Platform
7.5
39
8.1
83
7.7
90
|
Verified
8.4
85
8.6
104
|
Verified
8.8
86
8.5
78
|
Verified
8.8
83
8.1
144
|
Verified
8.7
83
8.2
151
|
Verified
8.7
80
Administration
Not enough data
8.9
164
|
Verified
Not enough data
8.5
158
|
Verified
Not enough data
8.9
170
|
Verified
Service Desk
Not enough data
8.9
176
|
Verified
Not enough data
8.8
176
|
Verified
Not enough data
8.8
175
|
Verified
Management
Not enough data
9.0
152
|
Verified
Not enough data
8.9
146
|
Verified
Not enough data
8.7
147
|
Verified
Not enough data
8.6
143
|
Verified
Not enough data
8.6
138
|
Verified
Functionality
Not enough data
9.1
158
|
Verified
Not enough data
8.8
148
Not enough data
8.7
153
|
Verified
Not enough data
8.9
151
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
Not enough data
8.3
79
Not enough data
8.4
78
Not enough data
8.3
79
Not enough data
8.3
78
Not enough data
8.3
79
Not enough data
8.1
79
Not enough data
8.3
80
Channels
9.7
10
Not enough data
8.6
7
Not enough data
8.1
6
Not enough data
Design
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
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Monitoring
Not enough data
8.9
144
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.1
145
|
Verified
Not enough data
8.5
68
Management Tools
Not enough data
9.1
148
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.0
134
|
Verified
Generative AI
Not enough data
8.0
75
Not enough data
8.3
73
Agentic AI - Incident Management
Not enough data
8.3
59
Not enough data
8.4
59
Not enough data
8.5
58
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.5
59
Conversational Platform
8.3
57
Not enough data
8.5
31
Not enough data
8.7
33
Not enough data
8.4
36
Not enough data
Support Automation
8.4
36
Not enough data
8.8
42
Not enough data
8.4
34
Not enough data
9.0
36
Not enough data
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
9.0
29
|
Verified
Not enough data
8.9
30
|
Verified
Not enough data
Feature Not Available
Not enough data
8.2
22
|
Verified
Not enough data
Feature Not Available
Not enough data
Internal Use
7.7
90
|
Verified
8.4
85
8.7
29
|
Verified
Not enough data
7.9
18
|
Verified
Not enough data
9.0
32
|
Verified
Not enough data
9.5
30
|
Verified
Not enough data
8.4
30
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.7
107
Not enough data
8.3
103
Not enough data
Feature Not Available
Not enough data
8.3
26
Not enough data
8.5
29
Not enough data
Self-Service Platform
8.8
28
Not enough data
8.7
31
Not enough data
Feature Not Available
Not enough data
8.7
29
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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
Generative AI
Not enough data
8.2
24
Agentic AI - IT Alerting
Not enough data
8.4
23
Not enough data
8.8
23
Not enough data
9.1
23
Not enough data
8.6
23
Not enough data
8.6
23
Not enough data
8.8
23
Not enough data
8.8
23
Incident Management
Not enough data
8.7
305
Not enough data
8.8
314
Not enough data
8.8
324
Not enough data
8.4
279
Not enough data
8.5
275
Reporting
Not enough data
8.5
308
Not enough data
8.4
301
Not enough data
8.2
231
Access & Usability
Not enough data
8.1
227
Not enough data
8.6
275
Not enough data
8.5
236
Not enough data
8.4
231
Agentic AI - Service Desk
Not enough data
8.2
74
Not enough data
8.2
74
Not enough data
8.2
71
Not enough data
8.5
74
Not enough data
8.2
73
Not enough data
8.4
74
Not enough data
8.5
74
Categories
Categories
Shared Categories
Help Scout and Jira Service Management are categorized as Help Desk
Unique Categories
Help Scout is categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Customer Communications Management, Live Chat, Customer Self-Service, and Email Management
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Jira Service Management
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
20.4%
Information Technology and Services
9.9%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.2%
Other
53.4%
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.7%
Internet
4.6%
Telecommunications
3.3%
Other
40.3%
Alternatives
Discussions
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
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
Do you have a mobile app?
1 Comment
BD
Yes, search "Help Scout" in your device's application store. Read more
Is Jira a service management tool?
2 Comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
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