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HelpScout VS Backlog

Compare HelpScout VS Backlog and see what are their differences

HelpScout

Help Scout is a simple, straightforward way to provide excellent support

Rating
0 reviews
Pricing
Paid Free trial $20 / Monthly (5 Mailboxes, 1 Docs site)
Alternatives Is it good?
Backlog

Built for teams that move fast — Backlog is the all-in-one project management solution with exactly what you need, and nothing you don’t.

Rating
4.0 · 1 review
Pricing
Freemium Free trial $35 / Monthly (For growing teams, up to 30 users, 5 projects, 1 GB storage.)
Alternatives Is it good?
EcholoN
EcholoN is an Enterprise Application Framework and configurable software platform for ESM, ITSM, Service Desk, CMDB, Customer Service, Field Service Management and custom digital business processes. sponsored
Note: These products don't have any matching categories. If you think this is a mistake, please edit the details of one of the products and suggest appropriate categories.

Which is more popular?

Based on our record, Backlog should be more popular than HelpScout. It has been mentioned 3 times since March 2021.

social mentions
2 vs 3
Customer Support popularity
100% vs 0%

Base details

Website, pricing, platforms and company facts side by side.

HelpScout
Backlog
Website helpscout.com nulab.com
Pricing
Paid Free trial $20 / Monthly (5 Mailboxes, 1 Docs site) Official pricing
Freemium Free trial $35 / Monthly (For growing teams, up to 30 users, 5 projects, 1 GB storage.) Official pricing
Company Startup from the United States Startup from Japan · 100 - 249 employees · 2004
Listed in
Help Desk Customer Support Customer Service Help Desk And Ticketing +1
Project Management Task Management Bug Tracking Issue Tracking Bug And Issue Tracking Kanban Boards Gantt Charts Team Collaboration Work Management Code Collaboration Software Development Kanban +9

About HelpScout and Backlog

In their own words, as submitted to SaaSHub.

HelpScout
Backlog

No description of HelpScout yet.

Built for teams of all sizes, it helps you manage sprints, client projects, and internal requests without the clutter of disconnected tools. Visualize work with Kanban boards or Gantt charts, break down complex projects with subtasks, and customize task fields to fit your team’s workflow....

Read more about Backlog

Features and specs

What each product offers, as listed by its team.

HelpScout 8 features
Backlog 7 features
  • User-Friendly Interface
    HelpScout is known for its intuitive and easy-to-use interface, which reduces the learning curve for new users and makes it easier for support teams to manage customer inquiries efficiently.
  • Integrated Knowledge Base
    HelpScout offers an integrated knowledge base, allowing businesses to create and organize self-service resources for customers, reducing the number of support tickets.
  • Collaboration Features
    With features like private notes, assignments, and collision detection, teams can collaborate effectively on customer issues without duplicating efforts or missing important information.
  • Multichannel Support
    HelpScout supports email, live chat, and phone integrations, enabling teams to handle customer inquiries from various channels within a single platform.
  • Customer Profiles
    HelpScout provides detailed customer profiles, which include interaction history and data from integrated apps, helping support agents to offer personalized support.
  • Strong API and Integrations
    The platform offers a robust API and integrates with numerous third-party applications, such as CRM, e-commerce, and project management tools, enhancing its functionality and adaptability.
  • Reporting and Metrics
    HelpScout includes comprehensive reporting and analytics tools that provide insights into team performance, customer satisfaction, and ticket trends, helping businesses to improve their support operations.
  • Scalability
    HelpScout is designed to support small businesses as well as larger teams, making it a scalable solution that can grow with the company's needs.

Possible disadvantages

  • Cost
    HelpScout's pricing can be considered high, especially for smaller businesses or startups with tight budgets, when compared to some other customer support solutions.
  • Limited Customization
    Some users find that HelpScout offers limited customization options for workflows and ticket forms compared to more flexible support platforms.
  • No Built-In Phone Support
    While HelpScout integrates with third-party phone systems, it does not offer built-in phone support, which might be a drawback for businesses that rely heavily on phone interactions.
  • Chat Functionality
    The live chat feature is relatively basic and may not include advanced functionalities found in dedicated live chat platforms.
  • Limited Automation
    HelpScout's automation rules, while useful, can be less sophisticated compared to other help desk solutions offering more complex workflow automation capabilities.
  • Storage Limitations
    There are storage limitations on the number of attachments per customer conversation, which may be a constraint for businesses that need to regularly exchange large files with customers.
  • Ticket Management
    Some users report that the ticket management system could be improved, particularly in handling ticket prioritization and categorization.
  • Mobile App Limitations
    The mobile app, while functional, has fewer features and is less robust than the desktop version, limiting the ability of support teams to work effectively on the go.
  • Comprehensive Project Management
    Backlog provides a wide range of project management features including task tracking, Gantt charts, and burndown charts which help teams to plan, execute, and monitor their projects efficiently.
  • Integrated Bug Tracking
    The platform includes robust bug tracking tools that allow for detailed tracking, reporting, and resolution of software bugs which is crucial for development teams.
  • Collaboration Tools
    Backlog offers several collaboration features such as wikis, file sharing, and comment threads to facilitate team communication and knowledge sharing.
  • Customizable Workflow
    Users can customize workflows to reflect their team's processes, which makes the tool adaptable to different project management styles.
  • Multiple Integrations
    Backlog integrates with numerous other tools including Git, SVN, and Slack, allowing teams to streamline their workflow and use their preferred tools.
  • User-Friendly Interface
    The platform offers an intuitive and easy-to-navigate user interface, making it accessible even for less tech-savvy users.
  • Mobile Application
    Backlog offers a mobile application for both iOS and Android, allowing team members to stay updated and manage tasks on the go.

Analysis

An editorial look at what each product does well and who it suits.

HelpScout
Backlog

Overall verdict

  • HelpScout is a strong choice for businesses looking for a customer support platform that is intuitive and scalable. Its robust feature set caters to different sizes of businesses, making it a versatile solution for enhancing customer service.

Why this product is good

  • HelpScout is considered good due to its user-friendly interface, excellent customer support features, and comprehensive tools for managing email communication. It offers various integrations with other applications, automation capabilities, and reporting features that facilitate efficient customer service operations. Additionally, it allows teams to collaborate easily, improving the overall customer support experience.

Recommended for

  • Small to medium-sized businesses looking to improve their customer support operations
  • Teams that require collaboration tools to enhance productivity
  • Companies seeking to streamline their email-based customer service with automation and integrations

Overall verdict

  • Backlog is considered a good choice for teams and organizations, especially those that require a balanced mix of collaboration and project management features. It is particularly useful for teams that need an integrated approach to managing tasks and tracking project progress.

Why this product is good

  • Backlog (backlog.com) is a project management and collaboration tool that's praised for its user-friendly interface, robust features, and ability to seamlessly integrate with other tools. It offers functionalities like task management, bug tracking, version control, and file sharing, which make it versatile for teams looking to streamline their workflows. The platform is also visually intuitive, which helps in keeping all team members on the same page.

Recommended for

    Backlog is recommended for software development teams, marketing teams, and any organization looking for a tool that supports collaborative work while providing comprehensive project management features. It's particularly beneficial for small to medium-sized businesses or teams within larger organizations that need customizable workflows and have a need for integrated version control.

Videos

Walkthroughs and reviews on video.

HelpScout 0 videos + Add
Backlog 4 videos + Add

No HelpScout videos yet. You could help us improve this page by suggesting one.

The Ultimate Jira Alternative? Unlimited Users for $1000/year!

More videos

  • - How to customize your workflow in Backlog
  • - Getting started with Backlog
  • - Manage projects with Backlog

Category popularity

How often each product is chosen within a category, 0–100% relative to the other.

Score bands 0–20 21–40 41–50 51–60 61–100
HelpScout
Backlog
100% 100%
Customer Support
0% 0%
0% 0%
Project Management
100% 100%
100% 100%
Help Desk
0% 0%
0% 0%
Task Management
100% 100%

Questions & Answers

As answered by people managing HelpScout and Backlog.

What makes your product unique?

Backlog's answer:

Backlog combines project management with issue tracking and version control in one simple, intuitive platform. Unlike tools that focus on just tasks or just code, Backlog bridges the gap between teams and developers, making collaboration seamless for everyone.

Why should a person choose your product over its competitors?

Backlog's answer:

Backlog is affordable, built for all skill levels, and designed to be powerful without being overwhelming. Teams can manage projects, track bugs, review code, and collaborate visually (with Gantt charts, Kanban boards, and wikis) all in one place. It’s easier to get started with than many enterprise tools, but it still scales to handle complex projects.

How would you describe the primary audience of your product?

Backlog's answer:

Our core audience includes software development teams, IT departments, and project managers who need both project visibility and technical depth. At the same time, marketing, design, and business teams also rely on Backlog to stay connected with developers in a shared workspace.

What's the story behind your product?

Backlog's answer:

Backlog was created by Nulab, a Japan-based software company, to make teamwork easier and more enjoyable. We needed a tool where developers and non-developers could work together without friction. Since its launch, Backlog has grown into a global product that helps thousands of teams deliver projects more efficiently.

Who are some of the biggest customers of your product?

Backlog's answer:

Backlog is trusted by teams at Buzzfeed, Rakuten, and SoftBank, along with thousands of startups, agencies, and enterprises worldwide. Whether it’s a small consultancy or a large global brand, Backlog helps teams of all sizes manage projects with clarity and collaboration.

Which are the primary technologies used for building your product?

Backlog's answer:

Backlog's backend is written using the programming language Scala. This robust foundation helps Backlog run smoothly, even when managing large projects or complex tasks.

User comments

Share your experience with using HelpScout and Backlog. For example, how are they different and which one is better?

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Reviews and articles

External articles and on-site reviews we used to compare the two products.

HelpScout no reviews yet
Backlog 4.0 · 1 review
  • 9 Best Tidio Alternatives Compared
    www.tidio.com · Nov 2024

    HelpScout is built for email-centric businesses, which means their live chat and automation functionality is less-developed compared to Tidio’s. HelpScout also doesn’t offer an AI-powered chatbot, which means more...

  • The Best Help Desk Software in 2020
    www.jitbit.com · Oct 2020

    HelpScout really focuses on the customer interface. It values the customer journey and makes it easy for them to navigate. It is set up in a way to boost internal team collaboration. However, because of this emphasis...

  • Help Scout Alternative - Have you outgrown Help Scout?
    www.kayako.com · Apr 2019

    With over 500 more integrations than Help Scout, it’s easy to understand why many customers see Kayako as one of the best Help Scout alternatives. With Kayako you can connect to all the apps your team already uses. As...

View more

  • 6 Best Jira Alternatives | 25+ Personally Tested Apps (2026)
    thebusinessdive.com · Jan 2026

    My top alternative to Jira is Backlog by Nulab. It’s a standout platform for teams that want to unify project planning, issue tracking, and code management—all in one place. By combining Gantt charts, Kanban boards,...

  • Good system
    SaaSHub review
    · May 2020

    I'm on the free plan, all the basic options to run a project are there and the mail notification/comment system works very well. The user interface is good. My only complaint is that you cannot have more than one...

  • 12 Best JIRA Alternatives in 2019
    www.guru99.com · Jun 2019

    Backlog is an all-in-one project management tool built for developers. It's a popular alternative to Jira, with a much simpler and intuitive interface. Development teams use Backlog to work with other teams for...

Social recommendations and mentions

Recommendations tracked on public social media and blogs since March 2021.

HelpScout 2 mentions
Backlog 3 mentions
  • Makers, what are the tools you can't live without?
    Slack for communication Helpscout for customer support Calendly for meeting scheduling Usermaven for website and product analytics Contentstudio.io for social media management. Source: over 3 years ago
  • Have you ever done a product comparison chart on your site?
    Not my site, but Helpscout (https://helpscout.com) has my favorite product comparison model. Source: over 4 years ago

Alternatives to HelpScout and Backlog

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