Desk365 vs. Help Scout vs. Universal Knowledge Comparison


Desk365	Help Scout 4.6 out of 5 stars	Universal Knowledge Knowledge Powered Solutions Ltd 4.7 out of 5 stars	+
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About Desk365 is an AI-powered ticketing system for teams of all sizes. The Desk365 platform empowers agents to enhance productivity, automate workflows, and deliver exceptional customer experiences. With advanced features like AI-agent, approval-management, ITAM, Microsoft365 integration, Desk365 stands for better service, better products, and AI that truly delivers.	About Delight customers by providing outstanding customer service like no other with Help Scout, a web-based help desk software. Suitable for for companies of all sizes, Help Scout enables businesses to deliver personalized support. The platform offers collaboration features to keep everyone on the same page, automated workflows, best in-class-reporting, an integrated knowledge base, and a robust API. Help Scout also integrates with voicemail services and live chat services like Olark and Snap Engage.	About Universal Knowledge by KPSOL is a SaaS Knowledge Management System that helps organizations capture, manage, and share trusted knowledge from a single source of truth. It combines powerful enterprise search, intuitive content authoring, collaborative workflows, and analytics to ensure employees and customer-facing teams can quickly find accurate, up-to-date information. In the age of AI, Knowledge Management is more important than ever. AI is only as effective as the quality of the knowledge it can access. Universal Knowledge provides the trusted, governed content needed to power reliable AI search, assistants and automation while reducing misinformation and improving compliance. Available as a standalone platform or integrated via comprehensive APIs, Universal Knowledge improves productivity, enhances customer experiences, and reduces operational costs. SaaS deployments are in the region customers choose, to maintain data sovereignty.
Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported	Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Not Supported	Platforms Supported Windows Supported Mac Not Supported Linux Supported Cloud Supported On-Premises Not Supported iPhone Not Supported iPad Not Supported Android Not Supported Chromebook Not Supported
Audience Desk365 works with these users: Customer Service Leads, IT Specialist, Operations Director, Business Admin	Audience small to medium size businesses	Audience KPS Universal Knowledge benefits customers globally
Support Phone Support Supported 24/7 Live Support Not Supported Online Supported	Support Phone Support Supported 24/7 Live Support Supported Online Supported	Support Phone Support Supported 24/7 Live Support Not Supported Online Supported
API Offers API Not Supported	API Offers API Supported	API Offers API Supported
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing $12/user/month Free for up to 3 agents. Free Version Supported Free Trial Not Supported	Pricing $10.00/month/user Basic - $10/ user / month Standard - $20/ user / month Plus - $35/ user / month Free Version Not Supported Free Trial Supported	Pricing $12.00/month/user Universal Knowledge is priced based on the number of named or concurrent users, or a combination of both of these. Free Version Not Supported Free Trial Supported
Reviews/Ratings Overall 0.0 / 5 ease 0.0 / 5 features 0.0 / 5 design 0.0 / 5 support 0.0 / 5 This software hasn't been reviewed yet. Be the first to provide a review: Review this Software	Reviews/Ratings Overall 4.6 / 5 ease 4.8 / 5 features 4.5 / 5 design 4.9 / 5 support 4.9 / 5 Read all reviews	Reviews/Ratings Overall 5.0 / 5 ease 5.0 / 5 features 5.0 / 5 design 5.0 / 5 support 5.0 / 5 Read all reviews
	Pros & Cons from Real Users Pros Help Scout has been a key platform to improve the customer service process throughout the company, one of the main features that I liked about this platform is the ticket assignment system, since this system allows me to assign a different ticket to each one of the agents in charge of my company, in addition, this function is very important to be able to divide the work correctly and to be able to deal with several tickets simultaneously, I really liked this function, since it can assign a large number of tickets to one people so that I can attend to them and thus speed up the work, in addition, I can control the number of tickets that each of the agents in charge is handling. Another feature that I liked about this platform is that it allows me to receive all the tickets and requests from our social networks, that helps a lot since we don't have to be attentive to the inbox of each social network to serve customers who answer us and through this way, but just by checking this inbox within this platform, we will be able to meet the requirements that we obtain through email and through social networks. I also liked that this platform allows me to obtain a real-time status of each ticket, I can know exactly if a ticket is active, if it has already been dealt with and the case has been closed, and I can also check if the ticket is doing attended by one of our agents, this information and monitoring in real time helps me a lot, since it allows me to know how many tickets are pending and how many tickets have been completed correctly. Help Scout has been a service that has improved customer service throughout our company, one of the first things I liked about this platform is the real-time Chat, as it has allowed me to talk to each of my customers in real time, I have been able to meet all kinds of requirements, answer questions or solve problems through this Chat, it allows you to gather all kinds of files or attach images, as well as it has a built-in formula for when we are not in office hours, customers They can access that form and fill it out so that we can attend to them later. Another thing I like about this platform is that it has a shared inbox, which allows you to receive all kinds of emails that enter an inbox, and allows you to store all received messages on your social networks, follow them up and attend them at the right time, in addition, this shared folder allows it to be used by several customer service agents simultaneously, therefore, this allows us to divide the work and attend to several tickets simultaneously simultaneous. I also liked the alert system of this platform and the real-time monitoring of each of the tickets registered in the main panel, since by accessing this panel, I can view the status of each ticket in real time, in addition, The platform divides the tickets depending on the status, I can see the tickets that have been dealt with, the pending tickets with the tickets that are being dealt with at that moment, the alert system works perfectly and sends us alerts every time we receive a new request. Help Scout is an excellent service to develop a correct attention to all customers, with this platform you will be able to manage the large number of tickets that you receive daily within the company, this platform helps to receive notifications every time a new visitor needs a requirement within your website. One of the main things that I like about this platform is that it is capable of sending immediate notifications to all the agents that are registered within it, that means that each agent that registers within the platform to serve customers will receive notification when a new request has been received from a visitor. This feature is very beneficial and helps maintain effectiveness when it comes to meeting each request. Another feature that I like about this platform is that it has implemented a service that helps you talk to all your customers in real time, this function is very important and provides you with an online chat, which you can incorporate into your website. or to any other page, this Live Chat has all the required features so you can send files, images or send a simple text. It is also important to highlight that this platform has really affordable prices, it is one of the cheapest platforms to obtain customer service for your visitors within your website, I recommend it without a doubt since it is a very accessible software with low rates. Help Scout is an excellent mechanism to have a shared inbox in which you can receive all the messages from your clients, as well as receive messages from some visitors to your website, this is an excellent service system to have. to customers quite reliable, in which you can give them a response in less time, this platform has advanced tools to serve customers live. One of the things I like the most about this platform is: 1.- All messages are received in real time, this means that when you link this platform with your social networks and with your website, the messages will be received in your inbox in real time, each message received from a visitor or some client will be sent immediately to the main inbox of this platform, receiving messages in real time helps you know exactly how many tickets you have to attend to. 2.- The Live Chat of this platform is also quite complete, it helps you communicate with each one of the clients or visitors of your website, in addition the chat that it offers allows you to send attached files or documents through the Live Chat, this The feature is pretty cool because it streamlines communication and allows customers to send attachments when needed. I really love the way I can communicate in real time with my client thanks to this live chat, it is totally stable and the reception and sending of messages is done immediately. 3.- I also love the fact of being able to view the tickets that are being attended by one of our agents within the company, we are a real estate company with many agents in charge of giving support to clients when negotiating with us, and through this platform I can see which agent is attending a specific ticket, I can also see the pending tickets and the tickets that have been attended and see the people who completed it. 4.- I also love the way in which you can automate the responses within this live chat, I have configured an automated response so that depending on what the client needs within the web, I can have a response through a Bot, a Bot which is capable of sending automated messages within the Live Chat. This function is very important and helps us to respond to customers without the need to be inside the platform. Help Scout is currently one of the best ways to have proper attention to all customers, providing live support is currently one of the best ways to serve your customers, because it can resolve all kinds of questions in a matter of minutes , one of the things that I liked the most about this platform are the following: - Help Scout has an integration phase with the web page service, when it comes to integrating that platform with our company website it has been quite simple, it has taken us approximately 20 minutes to do it correctly, we have placed a chat in line so that all our clients can solve all kinds of doubts with the help of us and our agents in charge. The integration process with this website was quite simple and compared to other platforms that we have used previously, this easy integration has allowed us to insert the Live Chat without the need to carry out any complex process. - Ticket management within this platform is quite good, and it is positive because it is quite interactive, all tickets are stored within the same inbox, in this way every time a new agent is in charge of attending a ticket, this will be automatically removed from the list of pending tickets, this helps agents avoid confusion when it comes to meeting a specific requirement, all the requirements they have are different. - The live chat provided by this platform is quite complete, previously we used a live chat that only allowed us to send and receive messages, but did not allow us to send and receive attachments. This Live Chat is quite complete, because within it you can send all kinds of images as well as you can send files or documents, this is positive because sometimes we need additional information or some type of specific file right for clients. solve your doubt. - The interface of this platform is quite comfortable, I have a column on the left side where it allows me to access all the sections of the platform, this general interface really helps me to optimize comfort while serving all our clients. - It has an excellent alert system incorporated, which is capable of notifying us when we have received a new ticket within our Live Chat, as well as allowing us to configure all kinds of schedules for live customer service within the website. Cons One of the main disadvantages of this platform is how complicated the process of linking this platform with a website is, this link is very necessary so that you can have access to the Chat in real time within your website and that everyone these requirements are also registered within the platform, however, the process of configuring this Chat in real time with the website can be a bit complicated, therefore, I recommend that a team is used to facilitate the integration process between the website and this platform. Another thing that I did not like about this platform is that currently it is not possible to send a rating email to our clients when their case has been closed and attended to correctly. This is a disadvantage since this rating would help us understand how It was the service process of that client during the requirement process, therefore, this function is also important to qualify the service process of each one of our agents, to know if these people have correctly served or have served a customer correctly. . Another of the negative things about this platform is that it currently does not have an alert system which allows me to know when a ticket has already been closed. This alert system would be very beneficial since it would inform me automatically when a number of tickets are closed. has closed at a specific time, currently, in order to check the status of a ticket, I have to do it manually by entering the platform, and even though I can check and monitor it within this main panel, I would like to receive notifications and alerts when a ticket has already been closed. I have never presented any type of problem with this platform, currently I do not have any type of negative characteristic that is necessary to mention about it, since it has behaved correctly, it has met all our expectations, it has ported essential functions to improve the quality of customer service and Live Chat always works correctly, we have never presented any type of interruption during customer service, I am happy with the fact that this platform has never caused us any type of problem, we are happy with the overall performance and the rate we are currently paying to use this service. The only negative thing that I perceived about this platform is that it has several problems when exporting the customer service record, and I noticed that it cannot be exported through any integration with any other platform, if you need to export all the reports obtained. of each of the customer service, you must do it manually and store it in a service manually, you cannot transfer all that information to a service in the cloud, which can make it a bit difficult to have a backup of the customer service record. It is absolutely necessary that a service be implemented to export all the reports obtained from customer service, in this way we could save all that information in a cloud and it would not be useful for the future, we could know exactly on what date or at what time we has contacted a customer in the past, and we wouldn't have to store all that information within the Help Scout platform. This platform is excellent for perfecting the customer service system, it will help you deal with all types of tickets in a matter of seconds, as well as help you manage the number of requests you receive daily within your website or within your social networks. However, there are some negative things that need to be mentioned about this platform, such as: 1.- The prices of this platform are really high, if you are looking for a platform that offers you similar functions you will realize that they are at a much more accessible price, currently this is one of the most expensive platforms for customer service in vivo, I believe that the prices within this platform should be much lower or create much more personalized plans that allow users to access premium features without having to pay as much. 2.- It also does not have a free trial version available so that users can test the functions before buying any of the plans, I do not have that many platforms currently offer a free trial so that you have live chat functionalities on your website, but this platform is not like that, it does not offer a free trial in any way. 3.- The notification system when a new support ticket is received is not as efficient as it seems, as I previously mentioned, all tickets and requests from customers or visitors are received immediately in the main inbox of the platform, However, I have noticed that sometimes the notifications take time to reach our system or another mobile phone, I think that the notification system should be more optimized. At no time have I had any problem with this customer service platform, I have always been able to have a truly complete experience that has helped me attend to all kinds of requirements in a matter of minutes. I am happy with the general functionality of this platform, at no time has it given me any type of error, I have always been able to attend to my clients live and in real time without any type of interruption, as well as I have been able to manage the number of tickets that we have received during a specific period of time, I am proud that we are receiving these really positive characteristics without any problem.	Pros from Real Users Pros This product is very user friendly. The newest version is very easy to manage, especially for someone who does not have a technical background. Also the Customer Service is outstanding. I highly recommend this product.
Training Documentation Supported Webinars Not Supported Live Online Not Supported In Person Not Supported	Training Documentation Supported Webinars Supported Live Online Supported In Person Not Supported	Training Documentation Supported Webinars Supported Live Online Supported In Person Supported
Company Information Desk365 Founded: 2021 United States www.desk365.io	Company Information Help Scout Founded: 2011 United States www.helpscout.com	Company Information Knowledge Powered Solutions Ltd Founded: 2004 United Kingdom www.kpsol.com
Alternatives Gruvi Gruvi Software 5.0 out of 5 stars	Alternatives Zendesk 4.3 out of 5 stars	Alternatives Mayday
Ticketing As A Service TeamsWork	Freshdesk Freshworks 4.6 out of 5 stars	RightAnswers Upland Software
Help Scout 4.6 out of 5 stars	User.com 4.9 out of 5 stars	eGain Knowledge+AI eGain
Freshdesk Freshworks 4.6 out of 5 stars	HubSpot Service Hub HubSpot 5.0 out of 5 stars	Guru 5.0 out of 5 stars
Kustomer 5.0 out of 5 stars View All	Zoho Desk Zoho 4.9 out of 5 stars View All	Verizon Knowledge Assist Verizon View All
Categories Conversational Support Supported Customer Self-Service Supported Help Desk Supported	Categories Conversational Support Supported Customer Self-Service Supported Customer Service Supported Help Desk Supported Knowledge Management Supported Live Chat Supported Service Request Management Supported	Categories AI Knowledge Base Supported Contact Center Knowledge Base Supported KPSOL is a powerful Contact Centre Knowledge Management Platform designed to help agents find the right information quickly and deliver faster, more accurate customer service. Our Knowledge Management Software provides a single, searchable source of truth for customer service teams, bringing together policies, procedures, FAQs, scripts, guides and complex processes. With intelligent answer-level and natural language search, agents can instantly find relevant answers without searching through multiple systems or documents. Decision trees, structured content, governance, analytics and knowledge gap reporting help ensure information remains accurate, consistent and up to date. KPSOL integrates with CRM, contact centre, live chat, ticketing and self-service platforms, enabling agents to access knowledge within their existing workflows. Improve First Contact Resolution (FCR), reduce Average Handling Time (AHT), accelerate agent onboarding and deliver a consistent customer experience. Document Management Supported Knowledge Management Supported KPSOL is a powerful SaaS Knowledge Management Platform designed to help organisations capture, manage, share and find knowledge quickly and effectively. Our flexible Knowledge Management Software creates a single source of truth for SOPs, policies, processes, guides and business information, helping teams work smarter and deliver better customer service. With intelligent answer-level search, structured content creation, decision trees, version control, approval workflows, analytics and knowledge gap insights, KPSOL makes it easier to keep business knowledge accurate, accessible and governed. The platform supports Employee Knowledge Sharing, Customer Service Knowledge Management, contact centres, IT service management and self-service. KPSOL can integrate with existing systems and repositories including SharePoint, cloud drives, CRM, CX and ITSM platforms, providing unified access to organisational knowledge.
	Show More Features Customer Service Features Alerts / Escalation Supported Appointment Management Not Supported Call Center Management Not Supported Email Management Supported Knowledge Base Supported Live Chat Supported Performance Metrics Supported Queue Management Supported Self Service Portal Supported Social Media Integration Supported Surveys & Feedback Supported Virtual Assistant Not Supported Workflow Management Supported Help Desk Features Alerts / Escalation Supported Automated Routing Supported Community Forums Not Supported Customizable Branding Supported Document Storage Supported Email Integration Supported Incident Management Not Supported Interaction Tracking Supported IT Asset Management Supported Knowledge Base Supported Known Issue Management Not Supported Live Chat Supported Multi-Channel Communication Supported Multiple Brands / Products Supported Network Monitoring Supported Real-time Chat Supported Self Service Portal Supported Service Level Agreement (SLA) Management Supported Ticket Management Supported Knowledge Management Features Artificial Intelligence (AI) Not Supported Cataloging / Categorization Not Supported Collaboration Not Supported Content Management Supported Decision Tree Not Supported Discussion Boards Not Supported Full Text Search Not Supported Knowledge Base Management Supported Self Service Portal Not Supported Live Chat Features Canned Responses Supported Customizable Branding Supported Geo Targeting Supported Offline Form Not Supported Proactive Chat Not Supported Screen Sharing Not Supported Third Party Integration Not Supported Transfers / Routing Not Supported Website Visitor Tracking Not Supported	Show More Features Document Management Features Access Controls Supported Archiving & Retention Supported Collaboration Tools Supported Compliance Tracking Supported Document Archiving Supported Document Assembly Supported Document Capture Supported Document Conversion Supported Document Delivery Supported Document Indexing Supported Document Retention Supported Electronic Signature Not Supported Email Management Not Supported File Recovery Not Supported File Type Conversion Supported Forms Management Supported Full Text Search Supported Offline Access Not Supported Optical Character Recognition Supported Print Management Not Supported Version Control Supported Knowledge Management Features Artificial Intelligence (AI) Supported Cataloging / Categorization Supported Collaboration Supported Content Management Supported Decision Tree Supported Discussion Boards Supported Full Text Search Supported Knowledge Base Management Supported Self Service Portal Supported
Integrations 6clicks Not Supported Bold BI Not Supported Boostopia Not Supported Chaskiq Not Supported Commerce7 Not Supported Crowdin Not Supported Gravity Forms Not Supported Hippo Not Supported Jira Work Management Not Supported JustCall Not Supported Keap Not Supported Klipfolio Not Supported LaunchBrightly Not Supported Motileo Not Supported Nango Not Supported Paperform Not Supported Tymeline Not Supported UserVitals Not Supported Zapier Not Supported Show More Integrations View All 2 Integrations	Integrations 6clicks Supported Bold BI Supported Boostopia Supported Chaskiq Supported Commerce7 Supported Crowdin Supported Gravity Forms Supported Hippo Supported Jira Work Management Supported JustCall Supported Keap Supported Klipfolio Supported LaunchBrightly Supported Motileo Supported Nango Supported Paperform Supported Tymeline Supported UserVitals Supported Zapier Supported Show More Integrations View All 172 Integrations	Integrations 6clicks Not Supported Bold BI Not Supported Boostopia Not Supported Chaskiq Not Supported Commerce7 Not Supported Crowdin Not Supported Gravity Forms Not Supported Hippo Not Supported Jira Work Management Not Supported JustCall Not Supported Keap Not Supported Klipfolio Not Supported LaunchBrightly Not Supported Motileo Not Supported Nango Not Supported Paperform Not Supported Tymeline Not Supported UserVitals Not Supported Zapier Not Supported Show More Integrations View All 5 Integrations
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