View HelpScout profile
Help Desk In-app Live Chat Live Chat
Team Inbox Helpdesk Live Chat
View Rocket.Chat profile
Audio Chat Call Center Chat Room
Omnichannel Private and Group Chat Helpdesk

HelpScout versus Rocket.Chat


Compare Features, Integrations, Plugins, and Prices

HelpScout Pricing Model

  • Feature Based
  • Seat Based
Starts from: $25 p/m
Free Plan: Available
Free Trial: 15 days

Rocket.Chat Pricing Model

  • Feature Based
  • Seat Based
Starts from: $35 p/m
Free Plan: Available
Free Trial: 30 days

HelpScout Details

Owned by
Help Scout PBC
Year founded
2011
HQ Location
Boston MA, United States

Rocket.Chat Details

Owned by
Rocket.Chat Technologies Corp.
Year founded
2015
HQ Location
251 Little Falls Drive, Wilmington DE, United States

HelpScout Notable Customers

GrowSurf
Springboard
Zapier

What is HelpScout?


Founded in 2011, Help Scout has been a promotor of fully remote companies long before it reached mainstream popularity in mid-2020. With over 12.000 customers, they are a prominent player in the support-desk space. Help Scout is also a certified B-Corp.

Help Scout is a communication platform that helps teams across an organization have better conversations with their customers. Quick to set up and easy to use, companies use Help Scout to create email inboxes like support@ and info@, put live chat on their websites, build help centers, and more. All of those customer interactions flow into a single view that looks just like an inbox but offers powerful collaboration and automation tools under the hood.

Help Scouts offers an extensive collection of free templates, guides, courses, and resources in the Support Toolkit on their website. They also have a range of open source tools and APIs created by the community in the Help Scout GitHub repository

What is Rocket.Chat?


Rocket.Chat is a SaaS and genuine Free Open Source Software platform. They are developing an impressive range of communication and collaboration solutions for a wide variety of organizations, catering to industries like financial services, healthcare, and governments.

Rocket.chat, being Open Source, lets you review the code yourself or contribute to the project in their GitHub Repository. Unlike most providers, Rocket.Chat holds an MIT license, granting you full ownership and control over your code, data, privacy, and security. Detailed documentation for developers is available on the Rocket.Chat website, allowing you to build upon their framework and customize integrations.

One of their core products is Team Collaboration which you can set up as a privately hosted alternative to Slack. Of course, the use case for their software highlighted here is Customer Service and Engagement.

With Rocket.Chat you can manage live chat, email, SMS, and social media channels in a single security oriented hub. The options and features at hand are mostly limited by your imagination.

Setting up, self-hosting, and maintaining your own server is free. However, you will need technical prowess or hire developers to leverage most of the possibilities of their stack. Some Enterprise Edition features are only available with a subscription, which you can try out with a 30 day free trial.

A 30 day free trial is also available for their robust and scalable cloud hosted SaaS Enterprise solutions. If your organization requires more strict control, the entire infrastructure can be hosted on premise.

Agent Platform

HelpScout

Rocket.Chat

Android

Email Inbox

iOS

Linux

MacOS

Slack

Web App

Windows

Agent Tools

HelpScout

Rocket.Chat

Audio Messages

Canned Replies

Chat History

Chat Rating

Chat Transcripts

Chat Transfer

Custom User Permissions

Customer Satisfaction Report

Customer Satisfaction Survey

File Sharing

Internal Knowledgebase

Internal Messaging

Internal Notes

Message Status

Notifications Visual

Tags

Team Inbox

Ticketing

Typing Indicator

Visitor Information

Visitor Page Tracking

Pre-chat Options

HelpScout

Rocket.Chat

Agent Status

Canned Replies

Conversation Routing

Custom Greeting

Email Capture

FAQ

Hours of Operation

Knowledgebase

Offline Ticket Form

Pre Chat Form

Quick Replies

Triggers

Channels

HelpScout

Rocket.Chat

Email

Facebook Messenger

Instagram

Phone Call

Slack

Telegram

Text Messaging (SMS)

Twilio SMS

Twitter

Website

WhatsApp

Customization

HelpScout

Rocket.Chat

Avatar

Behaviour

Branding

Chatbox Size

Colors

CSS Widget Editing

Display Name and Title

Fonts

Icon

Light and Dark Themes

Mobile Widget

Notification Counter

Notification Settings

Notification Sound

Profile Picture

Real Time Customization

Remove -Powered by-

Visitor Pop out Window

Visitor Receive Chat Transcript

Visitor Request Human Agent

White Label (Remove -Powered by-)

Integrations

HelpScout

Rocket.Chat

Aircall

Calendly

Chatra

Clearbit

Dialogflow

GitHub

Google Apps

Google Sheets

Hubspot

Intercom

Jira

Klaviyo

Mailchimp

Marketo

Olark

Pipedrive

Salesforce

Slack

Smith.ai

Text Request

Trello

Userlike

Webhooks

Zapier

Zoho

Plugins

HelpScout

Rocket.Chat

BigCommerce

Facebook Marketplace

Magento

Shopify

Webex

WooCommerce

Wordpress

Comparisons