Help Scout

Deliver world-class support from one easy-to-use platform.

About Help Scout

Help Scout is a dedicated customer support platform built for growing teams to deliver top-notch customer service. When you sign up, you get access to an entire suite of tools — including shared inbox, knowledge base, and live chat software — all built to help you create the best customer experience possible.

Help Scout's shared inbox includes features like private notes and @mentions to improve team collaboration, plus collision detection to prevent duplicate work by showing when an agent is actively working on a specific conversation. You’re also able to automate routine tasks with workflows and add additional context with customer profiles.

Help Scout's knowledge base builder, Docs, makes creating self-service content quick and easy. Built-in search functionality and organization features help customers find the answers they need quickly, and Docs-specific reports show which content is doing best and areas where you have room for improvement.

Help Scout's Beacon offers live chat capabilities and proactive support options through an embeddable widget. Customers can search your Docs site articles or submit a question to your support team right from the widget, helping them get answers when and where they need them most.

Help Scout also comes loaded with pre-built performance reporting dashboards. Create custom reports to zero in on the metrics that matter most to you and your team. And finally, you get access to Help Scout’s world-class support team, which is available by email 24/6 to answer any questions you may have.

Pricing starting from:

$20.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Help Scout

Key benefits of Help Scout

- Value: Help Scout is the most complete platform you can buy for the money.

- Predictable, transparent pricing: No surprise add-ons or fees.

- Quick set up: Go from zero to power user in a day or less.

- Simplicity: Spend more time helping customers and less time configuring your software.

- Scalability: Add teammates, workflows, integrations, and new support channels quickly.

Business size

S M L

Deployment

  • Cloud-based
  • On-premise

Markets

Andorra, United Arab Emirates, Afghanistan, Antigua & Barbuda, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Austria, Australia, Aruba, Åland Islands, Azerbaijan, Bosnia & Herzegovina, Barbados, Bangladesh, Belgium, Burkina Faso, Bulgaria, Bahrain, Burundi, Benin, Bermuda, Brunei, Bolivia, Brazil, Bahamas, Bhutan, Botswana, Belarus, Belize, Canada, Congo - Kinshasa, Central African Republic, Congo - Brazzaville, Switzerland, Cook Islands, Chile, Cameroon, China, Colombia, Costa Rica, Cuba, Cape Verde, Cyprus, Czechia, Germany, Djibouti, Denmark, Dominica, Dominican Republic, Algeria, Ecuador, Estonia, Egypt, Eritrea, Spain, Ethiopia, Finland, Fiji, Falkland Islands, Micronesia, Faroe Islands, France, Gabon, United Kingdom, Grenada, Georgia, French Guiana, Guernsey, Ghana, Gibraltar, Greenland, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Greece, Guatemala, Guam, Guinea-Bissau, Guyana, Hong Kong SAR China, Honduras, Croatia, Haiti, Hungary, Indonesia, Ireland, Israel, Isle of Man, India, Iraq, Iran, Iceland, Italy, Jersey, Jamaica, Jordan, Japan, Kenya, Kyrgyzstan, Cambodia, Kiribati, Comoros, St. Kitts & Nevis, South Korea, Kuwait, Cayman Islands, Kazakhstan, Laos, Lebanon, St. Lucia, Liechtenstein, Sri Lanka, Liberia, Lesotho, Lithuania, Luxembourg, Latvia, Libya, Morocco, Monaco, Moldova, Montenegro, St. Martin, Madagascar, Marshall Islands, North Macedonia, Mali, Myanmar (Burma), Mongolia, Macao SAR China, Northern Mariana Islands, Martinique, Mauritania, Montserrat, Malta, Mauritius, Maldives, Malawi, Mexico, Malaysia, Mozambique, Namibia, New Caledonia, Niger, Norfolk Island, Nigeria, Nicaragua, Netherlands, Norway, Nepal, Nauru, New Zealand, Oman, Panama, Peru, French Polynesia, Papua New Guinea, Philippines, Pakistan, Poland, St. Pierre & Miquelon, Puerto Rico, Palestinian Territories, Portugal, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Russia, Rwanda, Saudi Arabia, Solomon Islands, Seychelles, Sudan, Sweden, Singapore, St. Helena, Slovenia, Svalbard & Jan Mayen, Slovakia, Sierra Leone, San Marino, Senegal, Somalia, Suriname, São Tomé & Príncipe, El Salvador, Syria, Eswatini, Turks & Caicos Islands, Chad, Togo, Thailand, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Turkey, Trinidad & Tobago, Tuvalu, Taiwan, Tanzania, Ukraine, Uganda, United States, Uruguay, Uzbekistan, Vatican City, St. Vincent & Grenadines, Venezuela, British Virgin Islands, U.S. Virgin Islands, Vietnam, Vanuatu, Wallis & Futuna, Samoa, Yemen, Mayotte, South Africa, Zambia, Zimbabwe

Supported Languages

English

Pricing starting from:

$20.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Help Scout

Images

Help Scout Software - Manage all your team email inboxes, like support@, sales@, and finance@, in one tool.
Help Scout Software - Whether you have a team of 5 or 500, Help Scout keeps everyone on the same page so nothing slips through the cracks.
Help Scout Software - With Help Scout's familiar interface, your team can start responding to emails in minutes. Plus, get access to organization, automation, and collaboration tools to make your job easier.
Help Scout Software - Reduce your support volume by at least 30% with a knowledge base that's designed for customer self-service.
Help Scout Software - Reports let you evaluate your team's volume by channel, busiest hours, and trending topics among your customers.
View 6 more
Help Scout video
Help Scout Software - Manage all your team email inboxes, like support@, sales@, and finance@, in one tool.
Help Scout Software - Whether you have a team of 5 or 500, Help Scout keeps everyone on the same page so nothing slips through the cracks.
Help Scout Software - With Help Scout's familiar interface, your team can start responding to emails in minutes. Plus, get access to organization, automation, and collaboration tools to make your job easier.
Help Scout Software - Reduce your support volume by at least 30% with a knowledge base that's designed for customer self-service.
Help Scout Software - Reports let you evaluate your team's volume by channel, busiest hours, and trending topics among your customers.

Features

Total features of Help Scout: 74

  • API
  • Access Controls/Permissions
  • Alerts/Notifications
  • Archiving & Retention
  • Auto-Responders
  • Automated Routing
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Configurable Workflow
  • Contact Database
  • Contact Management Software
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Management Software
  • Document Storage
  • Email Management Software
  • Email Monitoring
  • Email Templates
  • Employee Management
  • Event Triggered Actions
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • Inbox Management
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Mobile App
  • Multi-Channel Communication
  • Multi-Language
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Process/Workflow Automation
  • Queue Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • Rules-Based Workflow
  • SSL Security
  • Search/Filter
  • Self Service Portal
  • Shared Inboxes
  • Signature Management
  • Single Sign On Software
  • Spam Blocker
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Text Editing
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives

Zendesk

4.4
#1 Alternative to Help Scout
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Intercom

4.5
#2 Alternative to Help Scout
Intercom is the first Conversational Relationship Platform that enables businesses to deliver conversational, messenger-...

Freshdesk

4.5
#3 Alternative to Help Scout
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

Gmail

4.8
#4 Alternative to Help Scout
Gmail is a free, advertising-supported email service offered as part of Google Workspace (formerly G Suite), with 15GB...

Reviews

Overall rating

4.7 /5
(181)
Value for Money
4.5/5
Features
4.3/5
Ease of Use
4.7/5
Customer Support Software
4.7/5

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Showing 5 reviews of 181
Abraham
Overall rating
  • Industry: Mining & Metals
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Great for Basic Customer Support

Reviewed on 31/10/2021

I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though...

I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.

Pros

Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product.

I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer.

There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.

Cons

I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.

Celeste
Overall rating
  • Industry: Printing
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great customer focused company to work with!

Reviewed on 12/08/2019

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher...

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.

Pros

Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.

Cons

I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.

Alternatives Considered

Zendesk

Reasons for Switching to Help Scout

At one point we considered switching to Zendesk, but at our current business size and needs, Helpdesk was clearly a better fit for our team.
Romain
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2-10 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Excellent

Reviewed on 26/06/2022

Pros

This is a very fast and efficient tool to use

Cons

Well I find that the mobile application is to review. But overall I find it very good.

Verified Reviewer
Overall rating
  • Industry: Consumer Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Likelihood to recommend 8.0 /10

Good for a temporary fix.

Reviewed on 09/12/2021

It's a good basic system. If you are looking for a ticket system this is a great choice.

It's a good basic system. If you are looking for a ticket system this is a great choice.

Pros

Ease of use
Knowledgebase was easy to implement
Ticket system works as it should

Cons

Our business needed customer management and HelpScout was not a good solution for that.

Alternatives Considered

Zendesk

Reasons for Choosing Help Scout

Intercom is another ticket system that works well if that is what you need but we needed more in our CS system.

Switched From

Intercom

Reasons for Switching to Help Scout

Ease of use and set up.
Sam
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 5.0 /10

Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.

Reviewed on 05/05/2022

The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free...

The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way.

You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout.

Pros

HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal.

The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.

Cons

Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same.

Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared.

Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.

Showing 5 reviews of 181 Read all reviews

Help Scout FAQs

Below are some frequently asked questions for Help Scout.

Help Scout offers the following pricing plans:

  • Starting from: $20.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Free trial available. Standard pricing starts at $20 per user per month. Standard: $25 user / month, or $20 user / month billed annually Plus: $40 user / month, or $35 user / month billed annually Company: $60 user / month billed annually Help Scout serves businesses from small to enterprise. Plans range from Free to keep everyone on the same page, to Standard for automation features and reporting, to Plus for advanced reporting & features designed for large teams. All Plans include 24x7 support, unlimited volume & storage, and 40+ third party integrations.

Help Scout has the following typical customers:

11-50, 51-200, 201-500

Help Scout supports the following languages:

English

Help Scout supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Help Scout integrates with the following applications:

ActiveCampaign, Aircall, AppFollow, Asana, BriteVerify, Bronto Marketing Platform, Campaign Monitor, Campfire, Capsule, Census, ChannelReply, ChargeDesk, Chatra, Churn Buster, CircleLoop, Clockify, CloudTalk, Constant Contact, Cyfe, Databox, Fivetran, Fleep, FormKeep, FreshBooks, FullContact, FullStory, Geckoboard, Gmail, Google Apps for Work, Google Workspace, Gravity Forms, Help Desk Migration, Heymarket, Highrise, Hively, HubSpot CRM, Infusionsoft CRM Singapore, Intercom, Jira, JustCall, Kissmetrics, Klaus, Klaviyo, LemonStand, LiquidPlanner, Mailchimp, Mixpanel, MySQL, Nicereply, Olark, OnePageCRM, Paperform, Pipedrive, Plecto, Process Street, Pushover, Salesforce Essentials, SalesforceIQ, Salesmachine, Savio, Segment, Shopify, Slack, Smooch, SnapEngage, SurveyMonkey, Talkdesk, Textline, Transifex, Trello, Userlike, Weglot, WooCommerce, WordPress, Wufoo, Zapier, Zengine, elevio, iorad

Help Scout offers the following support options:

Email/Help Desk, Knowledge Base Software, Chat

Related categories

See all software categories found for Help Scout.