Introduction

When selecting the right ticketing tool, it’s essential to consider various factors including features, usability, and fit for your team's specific needs. Today, we will compare two popular ticketing tools: Pivotal Tracker and Help Scout.

​

Pivotal Tracker is a cloud-based project management tool designed to help software development teams build software efficiently. It is recognized as the world’s most popular tool for agile project management.

​

Help Scout, on the other hand, offers customer support software that includes an email-based customer support platform, a knowledge base tool, and an embedded search/contact widget. The company prides itself on providing seamless customer support, especially for remote teams.

​

Choosing the right ticketing tool can significantly impact your team's productivity and customer satisfaction. Therefore, it’s crucial to analyze and compare how Pivotal Tracker and Help Scout meet different needs in this space.

​

Pivotal Tracker Overview

Pivotal Tracker is built to assist software development teams in managing their projects through an agile methodology. It focuses on promoting collaboration and delivering continuous progress in software development projects.

​

Key Features

• User Stories: Allows teams to break down projects into smaller, manageable tasks called user stories.
• Story Points: Provides a way for teams to estimate the complexity of different tasks using story points.
• Epics: Groups related user stories into larger bodies of work for better organization and tracking.
• Velocity Tracking: Helps teams measure their performance and predict future progress.
• Prioritization: Teams can prioritize tasks based on project requirements and deadlines.
• Collaboration Tools: Facilitates real-time collaboration among team members.
• Analytics and Reporting: Offers detailed insights into project progress with various metrics and reports.
• Integrations: Seamlessly integrates with other tools like GitHub, Slack, and JIRA to enhance functionality and streamline workflows.

​

Help Scout Overview

Help Scout is tailored for customer support, aiming to help businesses provide exceptional service through various channels. It’s particularly noted for its simplicity and effectiveness in managing customer queries.

​

Key Features

• Shared Inbox: Provides a centralized email inbox, enabling teams to manage customer communications efficiently.
• Knowledge Base: Allows the creation of a self-help portal where customers can find answers to their questions.
• Beacon: An embedded search/contact widget that can be integrated into websites to provide instant assistance.
• Customer Management: Offers tools to manage customer information and view complete conversation histories.
• Automations: Helps automate repetitive tasks, ensuring teams can focus on more critical issues.
• Reporting and Analytics: Detailed reports and metrics to track support team performance and customer satisfaction.
• Collaboration Tools: Features for internal collaboration among support agents, including notes and mentions.
• Integrations: Can be integrated with other tools like Salesforce, Slack, and Mailchimp for expanded functionality.

​

Similarities

Both Pivotal Tracker and Help Scout provide several features that improve team collaboration and efficiency:

​

• Collaboration Tools: Both platforms offer robust collaboration features to keep team members on the same page.
• Reporting and Analytics: They each provide detailed reports and analytics to measure performance and outcomes effectively.
• Integrations: Both tools offer integrations with popular third-party apps, enhancing their capabilities.

​

Differences

While Pivotal Tracker and Help Scout share some similarities, they are designed for different purposes and thus have distinct differences:

​

• Primary Use Case: Pivotal Tracker is designed specifically for agile project management in software development, whereas Help Scout focuses on customer support and communication.
• Core Features: Pivotal Tracker emphasizes features like user stories, story points, and velocity tracking for software projects. In contrast, Help Scout focuses on tools like shared inboxes, knowledge bases, and customer management for handling support queries.
• User Interface: Pivotal Tracker’s interface is tailored for project management with boards and task lists. Help Scout’s interface is streamlined for customer communication management.
• Audience: Pivotal Tracker is mainly used by software development teams, while Help Scout is preferred by customer support teams across various industries.
• Automation and AI: Help Scout offers built-in automation tools for customer support processes, whereas Pivotal Tracker focuses more on project tracking without extensive automation features.

​

Pros and Cons

Pivotal Tracker

Pros:

• Tailored for agile project management.
• Facilitates detailed task tracking and prioritization.
• Excellent for promoting collaboration in software development teams.
• Offers strong reporting and analytics features.
• Integrates well with other development tools like GitHub and JIRA.

​

Cons:

• May have a steep learning curve for non-technical users.
• Primarily suited for software development projects, limiting its versatility.
• Lacks extensive built-in automation features compared to customer support tools.
• Can be overwhelming for small teams due to its robust feature set.

​

Help Scout

Pros:

• Simplifies customer support management with a shared inbox and knowledge base.
• Provides tools for effective customer communication and history tracking.
• Easy to use, even for non-technical staff.
• Automates repetitive support tasks to save time.
• Seamlessly integrates with other business tools.

​

Cons:

• Limited functionality for project management outside of customer support context.
• May not be ideal for technical teams needing in-depth project tracking features.
• Customization options could be more extensive compared to some competitors.
• Scaling might require additional tools or features beyond basic customer support.

​

Use Cases

Pivotal Tracker

Pivotal Tracker is ideal for:

• Agile Software Development Teams: Especially suited for teams working in agile sprints and needing to track user stories and project velocity.
• Product Managers: For overseeing the lifecycle of a product from development through launch with a detailed tracking system.
• Development Teams Requiring High Collaboration: Teams that need robust collaboration tools to stay on the same page.

​

Help Scout

Help Scout is best used for:

• E-commerce Businesses: For managing customer inquiries and providing timely support via email and live chat.
• SaaS Companies: Perfect for handling customer support queries efficiently and maintaining high customer satisfaction.
• Customer Support Teams: Especially those in need of a shared inbox, knowledge base, and automation tools to streamline support processes.
• Remote Teams: Enables seamless communication and support management regardless of location.

​

Conclusion

In comparing Pivotal Tracker and Help Scout, it’s clear that each tool excels in its specific domain. Pivotal Tracker stands out for agile project management, providing detailed features that help software development teams manage and track their projects efficiently. On the other hand, Help Scout excels in the realm of customer support, offering a suite of tools that make handling customer queries and maintaining communication a breeze.

​

When choosing between Pivotal Tracker and Help Scout, consider your primary needs. If your team is heavily involved in software development and agile methodologies, Pivotal Tracker might be the best fit. Conversely, if your focus is on customer support and communication, Help Scout is likely the better choice.

​

Each tool serves its purpose effectively, so your decision should align with which features are more critical to your team’s productivity and success.