Help Scout

Web-based help desk designed for better customer experience

About Help Scout

Help Scout is customer service and help desk software for companies of all sizes. Users can work seamlessly across departments, or manage several products/brands from a single account. Help Scout helps get repeatable tasks out of the way with workflows, including a simple automation system based on if/then logic. Collaboration features keep everyone on the same page.

The collision detection feature allows users to see who is viewing or replying in real time, alongside notes and @mentions that allow users to collaborate privately. Users can use tagging to categorize conversations or trigger automations, and take advantage of saved replies for two-click access to the most common responses. Help Scout allows users to automate all actions, send bulk replies, and create custom folders.

Reports and analytics enable users to measure team performance, spot trends to prevent issues, and monitor customer happiness, all without opening an Excel spreadsheet. Help Scout seamlessly integrates with services like Olark and Snap Engage so that every chat is automatically stored in the customer's profile. 50+ voicemail services are supported out of the box.

Pricing starting from:

US$15,00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Help Scout

Key benefits of Help Scout

  • Help Scout is completely invisible to the customer, communications look like a normal email thread.

  • Get repeatable tasks out of the way with workflows: a simple automation system based on if/then logic.

  • Extremely easy to set and implement as there is no need to re-brand/create templates.

  • Help Scout provides powerful features and integrations allowing support teams to get to inbox zero faster.

  • Create multiple mailboxes for each shared email address in order to work seamlessly across departments, or manage several products/brands from a single account.

  • Devices

    Business size

    S M L

    Markets

    Australia, Brazil, Canada, China, Germany, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

    English

    Pricing starting from:

    US$15,00/month

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to Help Scout

    Images

    Help Scout Software - Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account
    Help Scout Software - Mailbox Folder
    Help Scout Software - Conversation: Help Scout’s collaboration features keep everyone on the same page. Happy and productive team members make for happy customers! Add notes, mention team members, see who is responding, and conversation history.
    Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Help Scout Software - Knowledge Base: Empower your customers to find answers when they need them
    Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Help Scout Software - iOS App
    Help Scout Software - Android App
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    Help Scout video Help Scout video Help Scout video
    Help Scout video
    Help Scout video Help Scout video Help Scout Software - Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account Help Scout Software - Mailbox Folder Help Scout Software - Conversation: Help Scout’s collaboration features keep everyone on the same page. Happy and productive team members make for happy customers! Add notes, mention team members, see who is responding, and conversation history. Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout Software - Knowledge Base: Empower your customers to find answers when they need them Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout Software - Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout Software - iOS App Help Scout Software - Android App

    Features

    Total features of Help Scout: 74

    • API
    • Access Controls/Permissions
    • Alerts / Escalation
    • Alerts/Notifications
    • Archiving & Retention
    • Automated Routing
    • CRM
    • Call Center Management
    • Call Recording
    • Canned Responses
    • Cataloging/Categorization
    • Categorisation/Grouping
    • Chat/Messaging
    • Collaboration Tools
    • Communication Management
    • Configurable Workflow
    • Contact Management
    • Content Management
    • Customer Database
    • Customer History
    • Customizable Branding
    • Customizable Fields
    • Customizable Templates
    • Data Import/Export
    • Document Management
    • Document Storage
    • Email Management
    • Email Monitoring
    • Email Templates
    • Event Triggered Actions
    • Feedback Management
    • Full Text Search
    • Help Desk Management
    • Historical Reporting
    • Inbox Management
    • Knowledge Base Management
    • Knowledge Management
    • Live Chat
    • Macros/Templated Responses
    • Mobile Access
    • Multi-Channel Communication
    • Multi-Channel Management
    • Multiple User Accounts
    • Performance Management
    • Performance Metrics
    • Prioritization
    • Queue Management
    • Real Time Monitoring
    • Real Time Reporting
    • Real-Time Chat
    • Real-time Updates
    • Reporting & Statistics
    • Reporting/Analytics
    • Response Management
    • Routing
    • SSL Security
    • Search/Filter
    • Self Service Portal
    • Service Level Agreement (SLA) Management
    • Shared Inboxes
    • Signature Management
    • Social Media Integration
    • Spam Blocker
    • Support Ticket Management
    • Support Ticket Tracking
    • Surveys & Feedback
    • Tagging
    • Template Management
    • Text Editing
    • Third Party Integrations
    • Ticket Management
    • Voice Mail
    • Workflow Configuration
    • Workflow Management

    Alternatives

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    Intercom

    4,5
    #2 Alternative to Help Scout
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    Freshdesk

    4,5
    #3 Alternative to Help Scout
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    Crisp

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    Reviews

    Overall rating

    4,7 /5
    (172)
    Value for Money
    4,6/5
    Features
    4,3/5
    Ease of Use
    4,7/5
    Customer Support
    4,8/5

    Already have Help Scout?

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    Write a Review!
    Showing 5 reviews of 172
    Greg H.
    Overall rating
    • Industry: Veterinary
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Completely changed our business - for the better

    Reviewed on 2016/11/17

    Most companies using Help Desk software are in software development, tech or online commerce of...

    Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world.

    We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched.

    We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc.

    Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability.

    On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them.

    We are very loyal Help Scout clients, and plan to be for a long time.

    Pros

    - extremely simple to use and understand as a user
    - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers)
    - fantastic support team that's very responsive and solution focused
    - solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

    Cons

    - wish that the interface could be a little more customized for our specific needs
    - really don't have any downsides to it - it's a great product

    Celeste O.
    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
    • Likelihood to recommend 9.0 /10

    Great customer focused company to work with!

    Reviewed on 2019/08/12

    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.
    Verified Reviewer
    Overall rating
    • Industry: Printing
    • Company size: 51-200 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

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

    Help Scout for Business

    Reviewed on 2021/12/16

    Help Scout has treated our company great. It has given us room to grow while helping us manage...

    Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.

    Pros

    This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on.

    Cons

    There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period.

    Alternatives Considered

    Zendesk

    Reasons for Switching to Help Scout

    Help Scout was much cheaper and more closely aligned with our needs as a company.
    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 2021/12/09

    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.
    Abraham C.
    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
    • Likelihood to recommend 8.0 /10

    Great for Basic Customer Support

    Reviewed on 2021/10/31

    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.

    Showing 5 reviews of 172 Read all reviews

    Help Scout FAQs

    Below are some frequently asked questions for Help Scout.

    Help Scout offers the following pricing plans:

    • Starting from: US$15,00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Basic: $15 user / month, or $10 user / month billed annually Standard: $25 user / month, or $20 user / month billed annually Plus: $40 user / month, or $35 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:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    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:

    Adobe Commerce, Agile CRM, Aircall, AskNicely, BigCommerce, Bronto Marketing Platform, Campaign Monitor, Campfire, Capsule, ChargeDesk, ClickDesk, Constant Contact, Drift, FreshBooks, Google Workspace, Highrise, HipChat, HookFeed, HubSpot CRM, HubSpot Marketing Hub, JIRA Service Management, Jira, Kato, Keap, Kissmetrics, Klaviyo, Mailchimp, Mixpanel, Nicereply, Olark, OnePageCRM, Pipedrive, Pipeline, SalesforceIQ, ScreenSteps, Segment, Shopify, Slack, Smooch, SnapEngage, Talkdesk, Transifex, Trello, Userlike, WooCommerce, WordPress, Zapier, elevio

    Help Scout offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

    Related categories

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