Fantastic service, and without this tool the expense on IT hours would be much higher than the cost of using this.

The integrated presentation mode has been a huge asset for customer training.

The only negative is when you have a lag in internet it fails but that would not be a problem with the software as much as a general issue.

Sometimes when connectivity problems arise than very hard to get it done in time. On that time you are tired.

I liked the ease it gave to my job. The ability to screen share made customer experience very easy the software is extremely helpful.

Great for supporting users on and off domain, if they have an internet connection, they can be supported.

Just worried at to what extent my files are secured. No warning showing up before the IT guys navigate it.

Amazing features, two factor authentication, remote desk top support is great. Super easy to use and maintain.

I like the ability to allow remote access  and control to remote support so they can quickly and easily take care of our issues.

The ease of integration with our ITSM tool to support our growing  remote user family.

It's a great help to any service desk or helpdesk team looking for a solid product to make their support jobs easier.

A secure solution, great features, it's priced correctly, creates stable connections, easy to use.

The only negative I have with the bomgar tool is that some of my customers block the use of the tool.

I love this, its easy to use for both myself and our clients. Absolutely one of the best remote software clients around.

This is the best software to communicate with tech support to help you out with technical issue.

Support is always available the people are great and quiz to help resolve any hiccups.

Very nice application for users who need support from a specialist with great easy elfeatures for all users.

What I like most about this software you can manage remotlely software post I Did like how ease of use it wored for me.

It's been great, I highly recommend this product and have done so to a few people already. They're amazed with the performance for the price.

We've used this software in conjunction with our remote support efforts and are pleased with the ease of use and reliability.

It feels like a very powerful tool for what it's supposed to do. Definitely well-deserving of its price above the free alternatives it has.

What I liked most about this software is the ease of the support team to be able to have access to the associate's system to help with troubleshooting steps.

A very safe and efficient tool as an option for tracking access too good. A positive highlight is its light action of processing access and low internet bandwidth usage.

It provides powerful, fast and seamless remote customer support. This seems more important during this Pandemic when most our users are working from home.

I like how easy the program is to use and to get help as soon as I possibly can it really helps me when I am having an issue with certain software and I can usually find help very quick.

Great help and easy to use I would 10/10 recommend to any of my family friend and anyone that I care for.

I love it, it’s always fast and easy, never freezes like other softwares and super user friendly.

I love this software for the ability to share screens and help those around you with ease. It makes the job so much easier.

I love how easily this allows me to login to clients computers to help them. I know it is a secure connection and lets me help hands on.

It works great, supports many different platforms and has plenty of integration options. Out team loves this software.

There were times that the online ticketing was confusing, especially if things were showing closed out and they needed to be opened again, or we needed to add more information.

When working with users that have multiple monitors, it can become difficult to view both screens at once. Text size is normally too small and going back and forth between monitors is frustrating.

This can be a huge inconvenience and cause of frustration for you and your customer.

The best side of the app is to provide secure and full remote access for your remote work and home offices  in these days. Moreover, it's really integrated system and works well in all devices.

I have yet to have a negative experience using this software and do not have any cons to report.

The ease of use allows for entry-level IT technicians to navigate the program with ease. Bomgar allows for quick remote support sessions with great control.

It was fabulous to use on the support desk. It was simple, quick and reliable.

We've used a number of ticket systems and found Helpscout best meets our needs. The integration options are easy to set up and increases the value we get from the software.

I hate its search because it is ridiculously stupid. You can't find what you need, keywords don't work etc.

Help scout is very user friendly , customer support is very efficient and feels like one to one interaction. The chat option is the best feature for real time support.

A very Nice clean board that is very functional. Have used it for multiple aspects of the business and it does a solid job of it all.

It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny.

As a help desk software, Help Scout is at the top of the list when it comes to implemention & integration.

Cute prompts for cycling through work flow- nice feel and intuitive. Great overall ease of use and design.

We love that it brings all the communication into one central place to help answer clients back.

I have used other similar tools but Help Scout is hands down the best on the market. Their team is friendly and helpful as well.

It's really difficult to spice things up for the customer.

Help Scout is incredibly easy to use. If it's ever confusing or difficult, their support team is amazing and gets back to you quickly with a complete answer.

Very responsive and easy to use Web app console which I am making use of on a daily basis.

It's excellent working with a team who really care what their customers and their customers' customers think.

We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible.

M so glad I started using helpscout, it’s easy to integrate with other apps we’re already using and our whole team loves it.

A fantastic, low cost chat tool, with email connection AND ability to provide support documentation.

I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer.

It's a great timesaver that way, especially when the people on the other end are using it for the same reason.

Help Scout is very satisfying to use, it helps manage support tickets efficiently and integrates well with other tools such as Slack. We love it for all of these reasons.

I thought the website design was clean and attractive.

I currently use Help Scout with a client and it is a great tool for staying connected and helping each other respond more quickly to her clients.

Great for customer service and internal requests.

I absolutely love the templates, and tagging features. Also the knowledge base was super easy to set up.

Ease of use, improved customer support, great feedback from cusomters.

No way to merge several tickets at once. You can't make a note/reply and keep the ticket open, you have to re-open it.

Merging tickets is a nightmare: hard to remember how to, requires the same customer email. Contacts management is convoluted and limited; no integration with external contact providers.

When copying in a new email to an existing chain (or when the HelpScout email is adding to an existing chain), attachments are usually lost and have to be reattached.

This tool is very versatile and really snappy, I love how easy you can reply to incoming tickets and keep great analytics of it at the same time.

Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer support component to it to use their software and platform to start.

As a person that learns how to use apps on my own, the first days with Help Scout were sort of catastrophic.

The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas.

It was a great experience, definitely worth the investment since it allowed us to measure and create KPIs for the satisfaction of our internal service.

I had to get help to reconfigure it. After that, it has been easy to use, and has a pretty interface that makes working with tickets very nice.

US Dollar

BeyondTrust Remote Support helps you to support all of your systems over the web, even if they are behind firewalls you don't control. BeyondTrust Remote Suport works across Windows, Mac, Linux, Android, iOS, and Chrome OS. Access and control any remote computer or deivce, on or off the network-no VPN required.


LongDescription

Surveys & Feedback

User Management

Document Storage

Access Controls/Permissions

Activity Tracking

Session Recording

IT Asset Management

Workflow Configuration

Active Directory Integration

Collaboration Tools

Self Service Portal

Remote Monitoring & Management

Audit Trail

Screen Sharing

Unattended Access

Compliance Management

Two-Factor Authentication

Password Management

Multi-Channel Communication

Role-Based Permissions

Real Time Notifications

Ticket Management

File Sharing

Knowledge Base Management

Authentication

Real-Time Chat

Chat/Messaging

Audit Management

Alerts/Escalation

Customizable Branding

Credential Management

Reporting/Analytics

Monitoring

Remote Access/Control

Secure Data Storage

Session Transfer

Third Party Integrations

Access Management

User Session Management

Troubleshooting

Email/Help Desk

FAQs/Forum

Knowledge Base

24/7 (Live Rep)

Chat

51-200

201-500

501-1000

1000+

BeyondTrust Remote Support

In Person

Live Online

Webinars

Documentation

Videos

This Web-based help desk software provides seamless support to customers in banking and other industries. Ticketing is invisible to customers with communications designed to look just like a personal email.

ShortDescription

Help Scout is a dedicated customer support platform built for growing teams to deliver best-in-class customer service. When you sign up you get access to an entire suite of tools, all optimized specifically for customer support.

Help Scout's shared inbox includes features like private notes and @mentions to improve team collaboration, and collision detection helps reduce duplicate work by showing when an agent is actively working on a specific conversation. You can automate routine tasks like conversation sorting with workflows and get additional context with customer profiles.

If you’re looking to create a powerful customer knowledge base, Docs is right up your alley. The intuitive editor makes creating help center content a breeze, and built-in search functionality and organization features ensure customers can find the content they need. Docs-specific reports show which content is doing best and the most helpful areas for you to expand.

You also get access to Beacon, which offers live chat capabilities and proactive support options through an embeddable widget. Customers can search help documentation or submit a question to your support team right from the widget, helping them get answers when and where they need them most.

Help Scout also comes loaded with pre-built performance dashboards. Reports help you better understand individual and team performance, and you can create custom views to have a snapshot of the metrics most important to you.

Last, but certainly not least, you get access to Help Scout’s world-class support team who are available by email 24/6 to answer any questions you may have.

Support Ticket Management

Signature Management

Cataloging/Categorization

Email Monitoring

Multi-Channel Management

Performance Management

Shared Inboxes

Real-Time Monitoring

SSL Security

Voice Mail

Knowledge Management

Categorization/Grouping

Communication Management

Customer Database

Call Recording

Customizable Fields

Automated Routing

Full Text Search

Call Center Management

Template Management

Data Import/Export

Email Templates

Contact Management

Help Desk Management

Content Management

Configurable Workflow

Mobile Access

Performance Metrics

Routing

Historical Reporting

Text Editing

Queue Management

Support Ticket Tracking

Social Media Integration

Workflow Management

Real-time Updates

Email Management

Event Triggered Actions

Alerts/Notifications

Reporting & Statistics

Service Level Agreement (SLA) Management

Customizable Templates

Response Management

Inbox Management

Macros/Templated Responses

Spam Blocker

Alerts / Escalation

Real Time Reporting

Prioritization

Feedback Management

Customer History

Tagging

Archiving & Retention

Third-Party Integrations

Multiple User Accounts

Canned Responses

Live Chat

Document Management

Search/Filter

Interaction Tracking

Employee Management

Customizable Reports

Customer Service Analytics

Single Sign On

Rules-Based Workflow

Process/Workflow Automation

Real-Time Notifications

Mobile App

Multi-Language

Contact Database

Free trial available. Standard pricing starts at $20 per user per month.

Standard: $25 user / month, or $20 user / month billed annually

Plus: $40 user / month, or $35 user / month billed annually

Company: $60 user / month billed annually


Help Scout serves businesses from small to enterprise. Plans range from Free to keep everyone on the same page, to Standard for automation features and reporting, to Plus for advanced reporting & features designed for large teams.

All Plans include 24x7 support, unlimited volume & storage, and 40+ third party integrations.

BeyondTrust Remote Support vs Help Scout

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