Help Sumo vs Desk360 Comparison

81% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Help Sumo

Help Desk Software

4 2 user ratings

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87% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Desk360

Help Desk Software

4.7 55 user ratings

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Overview

Description

Help Sumo is an exclusive help desk management software specially designed to provide customer support through Email, Ticket systems, Live Chat, Social Media, and Self-Help Knowledge Base solutions. The platform carries a well-functioning email ticketing system containing multiple mass action and triaging features. Organizations get to monitor individually raised tickets to their resolution, ensuring that there are zero unattended tickets. Agents can communicate with their clients in a contextual way, sending updates regarding the progress of the issues raised by the latter. A comprehensive email system helps users go through the history of individual tickets and anticipate resolutions in no-time. Service providers can also create FAQs and articles for the most repetitive questions by monitoring the nature of individual queries. Help Sumo supports real-time integrations with external VOIP services helping users provide adequate support via voice. The software offers 99.99% uptime rates along with comprehensive data security options. Read more

Discover the technologies Desk360 focuses on! We believe you’ll be convinced. Decide on the look and feel of Desk360’s customizable chat bubbles, reach more customers by creating push messages. WhatsApp, Facebook, email, contact forms, live chat and many more! Speed up the process by gathering all messages on a single page. Manage your workflow effortlessly with the smart ticket assignment, messaging between teammates and ticket management between teams. Read more

Pricing Options

Free Trial Available
Starts at $19.00.

Free Trial Available
Starts at $19.0. Offers Free-forever and Custom plan.

SW Score & Breakdown

81% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

91%
Reviews

72%
Momentum

61%
Popularity

67%

87% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

97%
Reviews

75%
Momentum

62%
Popularity

77%

Features

Total Features	13 Features	16 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 10 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 12 More - Show Less
Unique Features	Multi-language Support Available in multiple languages to support global customers	Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud	SaaS/Web/Cloud
Modes of Support	Business Hours Online	Business Hours Online
API Support	Available	Available

Reviews & Ratings

User Rating	4/5 2 user ratings	4.7/5 55 user ratings
Rating Distribution	Excellent 50% Very Good 0% Average 50% Poor 0% Terrible 0%	Excellent 81.8% Very Good 10.9% Average 3.6% Poor 0% Terrible 3.6%
User Sentiments	Not Available	Multichannel Support, Easy to Use Interface, Efficient Customer Support, Comprehensive Reporting Limited Live Chat Features, Mobile App Issues, Slow Performance, Limited Social Media Integrations
Review Summary	Not Available	User reviews of Desk360 highlight its effectiveness in managing customer inquiries across multiple channels, including social media, email, and app stores. Users consistently praise its user-friendly interface, making it easy to learn and use, even for teams with limited technical knowledge. However, some users express a desire for more customization options and potentially a more streamlined mobile app experience. Overall, Desk360 appears to be a popular choice for businesses seeking to streamline their customer support processes and improve response times.
	Read All User Reviews	Read All User Reviews

AI-Generated from the text of User Reviews

Pricing

Pricing Options	Free Trial Available Starts at $19.00.	Free Trial Available Starts at $19.0. Offers Free-forever and Custom plan.
Pricing Plans Monthly Plans Annual Plans	Baby Plan $19.00 $19.00 per user / month Kid Plan $29.00 $29.00 per user / month Wrestler Plan $49.00 $49.00 per user / month Sumo Plan $79.00 $79.00 per user / month	Basic Free Business $19.00 $24.00 per month Enterprise Custom
	View Detailed Pricing	View Detailed Pricing

Alternatives

	HelpDesk 4.5 81 ratings Help Sumo Vs HelpDesk Help Desk Premier 4.2 11 ratings Help Sumo Vs Help Desk Premier ReadyDesk 4.2 10 ratings Help Sumo Vs ReadyDesk ProProfs Help Desk 4.7 54 ratings Help Sumo Vs ProProfs Help Desk BoldDesk 4.7 43 ratings Help Sumo Vs BoldDesk	HelpDesk 4.5 81 ratings Desk360 Vs HelpDesk HelpdeskEddy 4.5 2 ratings Desk360 Vs HelpdeskEddy BoldDesk 4.7 43 ratings Desk360 Vs BoldDesk Teamwork Desk 4.5 84 ratings Desk360 Vs Teamwork Desk Help Desk Premier 4.2 11 ratings Desk360 Vs Help Desk Premier
	View All Help Sumo Alternatives	View All Desk360 Alternatives