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.

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 and 5 others, United Kingdom, India, Japan, Mexico, United States

    Supported Languages

    English

    Images

    Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account
    Mailbox Folder
    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.
    Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Knowledge Base: Empower your customers to find answers when they need them
    Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction.
    iOS App
    Android App
    View 12 more
    Help Scout video Help Scout video Help Scout video
    Help Scout video
    Help Scout video Help Scout video Help Scout screenshot: Create multiple mailboxes for each shared email address to work seamlessly across departments, or manage several products/brands from a single account Help Scout screenshot: Mailbox Folder Help Scout screenshot: 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 screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: Knowledge Base: Empower your customers to find answers when they need them Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: Reports: Help you keep track of all the key support metrics, employee performance and customer satisfaction. Help Scout screenshot: iOS App Help Scout screenshot: Android App

    Features

    Total features of Help Scout: 87

    • @mentions
    • API
    • Access Controls/Permissions
    • Alerts / Escalation
    • Alerts/Notifications
    • Archiving & Retention
    • Automated Routing
    • Automatic Lead Distribution
    • Bulk Send
    • CRM
    • Call Center Management
    • Call Recording
    • Call Tracking
    • Canned Responses
    • Cataloging/Categorization
    • Categorisation/Grouping
    • Chat/Messaging
    • Collaboration Tools
    • Configurable Workflow
    • Content Management
    • Customer Database
    • Customer History
    • Customizable Branding
    • Customizable Fields
    • Customizable Templates
    • Data Import/Export
    • Desktop Notifications
    • Document Management
    • Document Storage
    • Email Management
    • Email Monitoring
    • Email Templates
    • Event Triggered Actions
    • Feedback Management
    • Full Text Search
    • HIPAA Compliant
    • Help Desk Management
    • Historical Reporting
    • Inbox Management
    • Interaction Tracking
    • Knowledge Base Management
    • Lead Distribution
    • Live Chat
    • Macros/Templated Responses
    • Mobile Access
    • Mobile Alerts
    • Multi-Channel Communication
    • Multi-Department/Project
    • Multiple User Accounts
    • PCI Compliance
    • Performance Management
    • Performance Metrics
    • Prioritization
    • Productivity Analysis
    • Purchasing & Receiving
    • Queue Management
    • Ratings / Reviews
    • 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
    • Summary Reports
    • Support Ticket Management
    • Support Ticket Tracking
    • Surveys & Feedback
    • Tagging
    • Template Management
    • Text Editing
    • Third Party Integrations
    • Ticket Management
    • Trend Analysis
    • Two-Factor Authentication
    • Voice Mail
    • Workflow Configuration
    • Workflow Management

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    Reviews

    Overall rating

    4,7 /5
    (165)
    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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    Showing 5 reviews of 165
    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.

    Robert K.
    Overall rating
    • Industry: Computer Software
    • 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 10.0 /10

    IntegrationKings review of HelpScout

    Reviewed on 2021/04/03

    Pros

    We love that it brings all the communication into one central place to help answer clients back.

    Cons

    We do not like how forwarding of emails work and they always drop the attachments.

    Verified Reviewer
    Overall rating
    • Industry: Higher Education
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

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

    Great for small teams!

    Reviewed on 2020/07/28

    When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I...

    When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.

    Pros

    -Extremely easy to set up, add employees to, and use on a daily basis without hassle.
    -Love the option to assign communications and update the status of them.
    -Simple, straightforward design.
    -Did I mention is was easy? Almost no training required.

    Cons

    -It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.

    Stefanos E.
    Overall rating
    • Industry: Computer Software
    • Company size: Self Employed
    • Used Daily for Free Trial
    • Review Source

    Overall rating

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

    Help Scout review

    Reviewed on 2020/12/21

    Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions...

    Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions gathered and managed in a single place. Very responsive and easy to use Web app console which I am making use of on a daily basis.

    Pros

    I was impressed by the overall features and functionality of this product. In the basic pricing plan it allows you to create up to three support mailboxes and thus supporting three organizations with a single account. Each mailbox can be configured with an associated beacon, i.e. chat and customer support monitoring with customizable behavior depending on what end user experience you wish to offer to your customer support. Last but not least Help Scout features documentation pages which act as a knowledge base for supporting your users and thus eliminating support calls.

    Cons

    I would like to see more granular configurations made available in the aesthetic side of a knowledge base. I would also like to see the basic plan to support up to three knowledge bases out of the box without an extra charge beyond the first one.

    Showing 5 reviews of 165 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$10,00/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.

    We do not have any information about Help Scout features

    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:

    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, Magento Commerce, Mailchimp, Mixpanel, Nicereply, Olark, OnePageCRM, Pipedrive, PipelineDeals, 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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