Compare SnapEngage, Track-It!, Zendesk Support, and Help Scout

Pricing

 
Essentials
From $16
per user / per month
Essential
$5
/month
Plus
$27
user/month
 
Professional
From $26
per user / per month
Team
$19
/month
Standard
$15
user/month
 
Enterprise
From $40
per user / per month
Professional
$49
/month
Basic
$8
user/month
 
Enterprise
$99
/month
 
Free Trial
Free Trial Unavailable
Free Trial
Free Trial Unavailable
SnapEngage
Essentials
From $16per user / per month
Professional
From $26per user / per month
Enterprise
From $40per user / per month
Free Trial
Track-It!
Free Trial Unavailable
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial
Help Scout
Plus
$27user/month
Standard
$15user/month
Basic
$8user/month
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.7
7.7
8.6
8.4
Ease of Use
Ease of Use
9.2
7.8
8.6
9.2
Ease of Setup
Ease of Setup
8.9
7.3
8.2
8.8
Ease of Admin
Ease of Admin
8.8
7.8
8.3
8.8
Quality of Support
Quality of Support
9.1
7.7
8.4
8.8
Ease of Doing Business With
Ease of Doing Business With
9.4
7.9
8.4
9.0
Product Direction (% positive)
Product Direction (% positive)
8.6
5.6
7.6
7.8
Meets Requirements
SnapEngage
8.7
Track-It!
7.7
Zendesk Support
8.6
Help Scout
8.4
Ease of Use
SnapEngage
9.2
Track-It!
7.8
Zendesk Support
8.6
Help Scout
9.2
Ease of Setup
SnapEngage
8.9
Track-It!
7.3
Zendesk Support
8.2
Help Scout
8.8
Ease of Admin
SnapEngage
8.8
Track-It!
7.8
Zendesk Support
8.3
Help Scout
8.8
Quality of Support
SnapEngage
9.1
Track-It!
7.7
Zendesk Support
8.4
Help Scout
8.8
Ease of Doing Business With
SnapEngage
9.4
Track-It!
7.9
Zendesk Support
8.4
Help Scout
9.0
Product Direction (% positive)
SnapEngage
8.6
Track-It!
5.6
Zendesk Support
7.6
Help Scout
7.8

Features

Knowledge Share
Knowledge Base
SnapEngage
8.9
Track-It!
7.1
Zendesk Support
8.6
Help Scout
8.7
Searchable Articles
SnapEngage
8.3
Track-It!
6.7
Zendesk Support
8.6
Help Scout
7.9
Community Forums
SnapEngage
Not enough data available
Track-It!
Not enough data available
Zendesk Support
8.2
Help Scout
8.3
Interactive FAQs & Forums
SnapEngage
Not enough data available
Track-It!
Not enough data available
Zendesk Support
8.2
Help Scout
8.1
Interaction
Web Portals
SnapEngage
8.7
Track-It!
7.6
Zendesk Support
8.6
Help Scout
8.8
Forum to Reponse
SnapEngage
8.6
Track-It!
6.9
Zendesk Support
8.5
Help Scout
8.0
Tickets and Tagging
SnapEngage
8.6
Track-It!
8.5
Zendesk Support
8.9
Help Scout
8.6
Live Chat
SnapEngage
9.9
Track-It!
6.9
Zendesk Support
8.5
Help Scout
6.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
42.9%
12.0%
39.0%
56.9%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
47.6%
56.0%
44.7%
40.0%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
9.5%
32.0%
16.3%
3.1%
SnapEngage
Small-Business
42.9%
Mid-Market
47.6%
Enterprise
9.5%
Track-It!
Small-Business
12.0%
Mid-Market
56.0%
Enterprise
32.0%
Zendesk Support
Small-Business
39.0%
Mid-Market
44.7%
Enterprise
16.3%
Help Scout
Small-Business
56.9%
Mid-Market
40.0%
Enterprise
3.1%

Reviewers' Industry

 
Information Technology and Services
14.5%
Information Technology and Services
13.5%
Computer Software
17.9%
Computer Software
22.4%
 
Computer Software
14.5%
Hospital & Health Care
9.4%
Information Technology and Services
15.3%
Internet
18.8%
 
Financial Services
5.3%
Higher Education
7.3%
Internet
10.3%
Information Technology and Services
8.2%
 
Telecommunications
4.6%
Utilities
5.2%
Marketing and Advertising
4.9%
Marketing and Advertising
5.9%
 
Insurance
4.6%
Law Practice
5.2%
Telecommunications
3.3%
Hospital & Health Care
4.7%
 
Other
56.6%
Other
59.4%
Other
48.3%
Other
40.0%
SnapEngage
Information Technology and Services
14.5%
Computer Software
14.5%
Financial Services
5.3%
Telecommunications
4.6%
Insurance
4.6%
Other
56.6%
Track-It!
Information Technology and Services
13.5%
Hospital & Health Care
9.4%
Higher Education
7.3%
Utilities
5.2%
Law Practice
5.2%
Other
59.4%
Zendesk Support
Computer Software
17.9%
Information Technology and Services
15.3%
Internet
10.3%
Marketing and Advertising
4.9%
Telecommunications
3.3%
Other
48.3%
Help Scout
Computer Software
22.4%
Internet
18.8%
Information Technology and Services
8.2%
Marketing and Advertising
5.9%
Hospital & Health Care
4.7%
Other
40.0%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Stephen L.
Executive Sponsor in Medical Devices

My favorite part of of Snapengage is how fluid they make the proactive chat process. Since no click is needed to initiate a chat session we engage our customers more frequently. To provide a concrete example: I had tried two other live chat providers...

G2 Crowd User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

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
Most Helpful Critical Review
G2 Crowd User

some areas are too technical for marketing departments to understand. More support should be provided to set up dashboards. An account manager should contact each client once every 6 month to understand the level of satisfaction. integration with CRM....

G2 Crowd User in Consumer Goods

I find it to be very slow and unresponsive at times. I feel there should be additional features for the online portal. Such as better assistance for self-help and solutions area. Also would like to see a better inventory tracking feature that works more...

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Kelsey S.
User in Retail

There was a high volume of calls that our company never received

 
SnapEngage
Most Helpful Favorable Review
Stephen L.
Executive Sponsor in Medical Devices

My favorite part of of Snapengage is how fluid they make the proactive chat process. Since no click is needed to initiate a chat session we engage our customers more frequently. To provide a concrete example: I had tried two other live chat providers...

Most Helpful Critical Review
G2 Crowd User

some areas are too technical for marketing departments to understand. More support should be provided to set up dashboards. An account manager should contact each client once every 6 month to understand the level of satisfaction. integration with CRM....

Track-It!
Most Helpful Favorable Review
G2 Crowd User in Law Practice

Has everything I need - Help Desk module for calls, Library for loaner equipment, Solutions DB. Tech Support is very helpful, too.

Most Helpful Critical Review
G2 Crowd User in Consumer Goods

I find it to be very slow and unresponsive at times. I feel there should be additional features for the online portal. Such as better assistance for self-help and solutions area. Also would like to see a better inventory tracking feature that works more...

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

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
Kelsey S.
User in Retail

There was a high volume of calls that our company never received

Screenshots

 
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Downloads

 No downloads providedNo downloads providedNo downloads providedNo downloads provided
SnapEngage
No downloads provided
Track-It!
No downloads provided
Zendesk Support
No downloads provided
Help Scout
No downloads provided
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