Help Scout vs Kana | G2

Compare Help Scout vs KANA Enterprise

See this
comparison of Help Scout vs. KANA Enterprise
based on data from user reviews. Help Scout rates 4.3/5 stars with 160 reviews. KANA Enterprise rates 3.8/5 stars with 11 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Basic
$2
user/month
‐
 
Standard
$75
user/month
‐
 
Plus
$35
user/month
‐
 
Free Trial Unavailable
Free Trial Unavailable
Help Scout
Basic
$3user/month
Standard
$72user/month
Plus
$48user/month
Free Trial Unavailable
KANA Enterprise
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
2.0
8.0
Ease of Use
Ease of Use
1.2
2.2
Ease of Setup
Ease of Setup
1.7
3.4
Ease of Admin
Ease of Admin
7.6
2.3
Quality of Support
Quality of Support
3.1
1.8
Ease of Doing Business With
Ease of Doing Business With
8.2
3.7
Product Direction (% positive)
Product Direction (% positive)
8.2
3.7
Meets Requirements
Help Scout
2.1
KANA Enterprise
3.5
Ease of Use
Help Scout
8.7
KANA Enterprise
7.6
Ease of Setup
Help Scout
6.2
KANA Enterprise
5.7
Ease of Admin
Help Scout
3.8
KANA Enterprise
4.3
Quality of Support
Help Scout
0.2
KANA Enterprise
2.7
Ease of Doing Business With
Help Scout
3.4
KANA Enterprise
6.3
Product Direction (% positive)
Help Scout
6.6
KANA Enterprise
3.2

Features

Ticket and Case Management
Ticket creation user experience
Help Scout
4.3
KANA Enterprise
Not enough data available
Ticket response user experience
Help Scout
7.0
KANA Enterprise
Not enough data available
Workflow
Help Scout
1.7
KANA Enterprise
Not enough data available
Response Automation
Help Scout
8.0
KANA Enterprise
2.7
SLA Management
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
Attachments/Screencasts
Help Scout
2.0
KANA Enterprise
7.0
Ticket Collaboration
Help Scout
3.6
KANA Enterprise
Not enough data available
Knowledge Share
Knowledge Base
Help Scout
4.8
KANA Enterprise
Not enough data available
Searchable Articles
Help Scout
3.1
KANA Enterprise
Not enough data available
Community Forums
Help Scout
2.7
KANA Enterprise
Not enough data available
Interactive FAQs & Forums
Help Scout
7.0
KANA Enterprise
Not enough data available
Interaction
Web Portals
Help Scout
8.4
KANA Enterprise
Not enough data available
Forum to Reponse
Help Scout
8.3
KANA Enterprise
Not enough data available
Tickets and Tagging
Help Scout
7.2
KANA Enterprise
Not enough data available
Live Chat
Help Scout
2.2
KANA Enterprise
Not enough data available
Communication Channels
Customer Portal
Help Scout
8.7
KANA Enterprise
Not enough data available
Email to Case
Help Scout
6.4
KANA Enterprise
3.5
Chat/Live Support
Help Scout
3.7
KANA Enterprise
Not enough data available
Social Integration
Help Scout
1.4
KANA Enterprise
Not enough data available
Call Center
Make, Receive, and Record Calls
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
Customer and Contacts Database
Help Scout
3.4
KANA Enterprise
Not enough data available
Products and Version Tracking
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
Call Scripting
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
Interactive Voice Response (IVR)
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
Self Service/Community
Forums
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
Knowledge Base
Help Scout
4.3
KANA Enterprise
Not enough data available
Ideas/Feedback
Help Scout
5.1
KANA Enterprise
Not enough data available
Q&A
Help Scout
8.3
KANA Enterprise
Not enough data available
Reporting & Analytics
Social Monitoring
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
Reporting
Help Scout
6.6
KANA Enterprise
6.2
Dashboards
Help Scout
4.6
KANA Enterprise
Not enough data available
Platform
Mobile User Support
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
ITIL Compliance
Help Scout
Not enough data available
KANA Enterprise
Not enough data available
Customization
Help Scout
4.6
KANA Enterprise
Not enough data available
User, Role, and Access Management
Help Scout
6.5
KANA Enterprise
Not enough data available
Internationalization
Help Scout
1.5
KANA Enterprise
Not enough data available
Performance & Reliability
Help Scout
5.4
KANA Enterprise
Not enough data available
Integration APIs
Help Scout
6.7
KANA Enterprise
Not enough data available

Reviewers' Company Size

Small-Business (33 or fewer emp.)
Small-Business
(10 or fewer emp.)
16.8%
4%
Mid-Market (17-6885 emp.)
Mid-Market
(60-0242 emp.)
38.0%
51.7%
Enterprise (> 8284 emp.)
Enterprise
(> 6381 emp.)
4.3%
85.3%
Help Scout
Small-Business
33.1%
Mid-Market
75.2%
Enterprise
3.5%
KANA Enterprise
Small-Business
5%
Mid-Market
04.0%
Enterprise
03.0%

Reviewers' Industry

 
Computer Software
54.5%
Retail
77.2%
 
Internet
13.3%
Outsourcing/Offshoring
32.1%
 
Information Technology and Services
4.1%
Information Technology and Services
81.2%
 
Real Estate
5.0%
Telecommunications
7.1%
 
Marketing and Advertising
6.7%
Insurance
6.0%
 
Other
35.1%
Other
72.3%
Help Scout
Computer Software
64.7%
Internet
28.5%
Information Technology and Services
0.6%
Real Estate
3.6%
Marketing and Advertising
7.4%
Other
13.7%
KANA Enterprise
Retail
43.5%
Outsourcing/Offshoring
41.4%
Information Technology and Services
57.7%
Telecommunications
6.8%
Insurance
6.7%
Other
52.5%

Reviews

Most Helpful Favorable Review
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...

Administrator in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

Most Helpful Critical Review
Most Helpful Critical Review
Jake S.
Administrator in Computer Software

I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also...

Consultant in Financial Services

The collation of data can involve as many as 76 different pages, which makes it hard to view everything at once.

 
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
Jake S.
Administrator in Computer Software

I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also...

KANA Enterprise
Most Helpful Favorable Review
Administrator in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

Most Helpful Critical Review
Consultant in Financial Services

The collation of data can involve as many as 00 different pages, which makes it hard to view everything at once.

Screenshots

 
3 of 2
5 of 7
1 of 2
0 of 1
No screenshots provided
KANA Enterprise
No screenshots provided
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