Help Scout Pricing, Features, Reviews & Comparison of Alternatives

Help Scout Reviews

Help Scout

Web-based help desk designed for a great customer experience

5.0/5 (20 reviews)   Write a review
   14 people use this
7,566
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Who is Help Scout For?

Created for companies committed to providing a delightful customer experience, Help Scout is used by businesses of all sizes - freelancers, authors, nonprofits enterprises, e-commerce, and SaaS.

Help Scout is trusted by 5,000 customers in 70+ countries, including Basecamp, Buffer, GrubHub, AngelList and Timbuk2.

Read the full GetApp Analysis

Help Scout Category Leaders

Reviews
Integrations
Mobile
Media
Security

#13 in Customer Service

View full ranking
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15
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8
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GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Help Scout Screenshots (9)

Help Scout screenshot: Example ConversationHelp Scout screenshot: Collaboration ToolsHelp Scout screenshot: Knowledge base (Docs)Help Scout screenshot: Convo-1@2xHelp Scout screenshot: Prod-1@2xHelp Scout screenshot: Team@2xHelp Scout screenshot: Happiness@2xHelp Scout screenshot: Docs@2xHelp Scout screenshot: mailboxes-960px

Help Scout Pricing

Pricing model: Freemium, Subscription

Free Trial: Available (No Credit Card required)

From early to enterprise, we've got you covered. 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 24x5 support, Unlimited volume & storage, iPhone app, 40+ third party integrations, and Annual payment earns you one month free!

View Pricing Plans

Key Features of Help Scout

  • Looks like a normal email
  • Easy to use, no training manual required
  • Customer satisfaction ratings
  • Outstanding support, no matter plan
  • Integrated knowledge base
  • 40+ integrations with 3rd party apps
  • Real-time, best in class reporting
  • True multi-brand support
  • Auto-populated, editable customer profiles
  • Automated actions
  • Saved replies/ canned responses
  • Private notes
  • Collision detection
  • Track and record phone calls
  • 75+ keyboard shortcuts
  • Email integration - update conversations from inbox
  • Help Desk, reports, and Docs API
  • Bulk actions
  • No ticket #'s, or robo-text
  • iPhone App

Security and privacy

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

No
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Help Scout Overview

Help Scout integrates with the following third party applications:
Klaviyio
AgileCRM
Sourcing.io
Talkdesk
Tropical.io
WooCommerce
FullStory
Segment.io
Hively
ScreenSteps

"Help Scout allows me to zip through email quickly by using shortcut keys, so responding to people is easy. And when my customers get an email response, it looks good, like something they'd get from a friend. (Unlike most other help desk software that spits out email that looks like a corporation produced it.) I feel like it's so clean and simple that it's almost as if Apple created their software. After I started using it, I was so excited that I personally emailed the founder and thanked him for making it." - Andrew Warner, Mixergy

"After trialling over 50 help desk and business email products, Help Scout came out on top. We love the user interface, the tone of the writing/labels/layout, the customer support, the pricing and the ease of use." - Rich Peterson, Paraplanner
  www.helpscout.net

Specifications

Intended Users
Freelancers, Mid Size Business, Non Profits, Public Administrations, Small Business
Devices Supported
iPhone-iPad, iPhone, iPad, Mac, Web-based, Mobile Web App
Supported Countries
Australia, Brazil, Canada, Europe, Germany, Latin America, Mexico, United Kingdom, United States
Supported Languages
English
Support Options
FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials

Benefits

1. Completely invisible to the customer, communications look like a normal email thread.
2. Intuitive interface that gets out of your way so you can focus on helping customers.
3. Extremely easy to set and implement as there is no need to re-brand/create templates.
4. Powerful features and integrations allowing your support team to get to inbox zero faster.
5. Help Scout costs a fraction of traditional help desks.

Help Scout Reviews & Ratings

User ratings

(20)
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Rating summary

Overall rating
Ease of use
Value for money
Customer support

Makes life SO much easier

Verified Reviewer  7th of September, 2015

Matthew Sewell, Happiness Engineer at Flocknote
HelpScout has become an essential, can't-do-without part of my workday with how savvy and helpful it is in organizing contact with our customers and giving us a handy module for FAQs to boot.

Pros: - Keeping un-answered emails bolded even after you've read it once, - "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer - Intuitive inbox and Doc-editing interfaces - Ability to tag email addresses and assign conversations to a particular team member - "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate - Quick customer service response times, to fix problems in a pinch - about 20 other things :-)

Cons: Pretty minor, really: - Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day) - I honestly can't think of any others (seriously, it's that good)

Rating breakdown
Ease of use
Value for money
Customer support

Help Scout is truly the greatest!

Verified Reviewer  1st of September, 2015

Nancy Sayo, Director of Customer Experience at BlueFrog
I have now integrated Help Scout in three companies. One of those, we decided to move to another platform to integrate with other features and boy did we regret it! I'm excited to be working with them again as they have always been amazing at customer service, prompt, helpful and friendly. I've even been part of beta service testing in the past, which was really great! I can't say enough about how easy it is it use and how beneficial it is to my customer service career!!! A gem I take with me everywhere.

Rating breakdown
Ease of use
Value for money
Customer support

Simple & cost effective for small team support

Verified Reviewer  31st of August, 2015

Rob Claisse, Owner & CEO at Progression Sports
We were struggling to ensure all our customer support emails were replied to in a timely manner and often we were missing replies or getting confused when multiple employees needed to handle the support. I tried a few different systems and they were either bolted on to Gmail, which got confusing or overly complicated for a small team. Finding Helpscout was a breath of fresh air. The web app was simple to setup and immediately it made sense with features that gave us the power to ensure we were giving our customers the best service possible.

Pros: * Simple to use with powerful features available if you need them * Great documentation so little or no training needed for new staff * Customer service from helpscout is brilliant with quick and helpful responses * Two favourite features - 1) the ease with which you can move assign conversations back and forward between staff members 2) Save replies - saves so much time!

Cons: * A mobile app or mobile optimised web app is really needed

Rating breakdown
Ease of use
Value for money
Customer support

Simplest HelpDesk Solution I've Used

Verified Reviewer  28th of October, 2014

Paul Yoder, Full Stack Web Developer and Founder of DonorElf
I'm a founder of a bootstrapped SaaS app, and only have 10 hours a week to work on it outside my full time job. That means I need a help desk product that gets out of my way and let's me quickly answer my users' questions and keeps track of what questions have been answered and what questions still need followed up on. I tried 4 or 5 different help desk products, and HelpScout was the simplest and its workflow made the most sense to me. I absolutely love how all the support tickets can be taken care of through email, and I don't have to login to the HelpScout app if I don't want to. I've been using HelpScout for over a year now, and recommend it to anyone looking for a simple help desk product.

Monkey See, Monkey Do

Verified Reviewer  28th of October, 2014

Ayca Miller, Account Manager at CAKE (getCAKE.com)
Help Scout has changed the way we handle Support request in an extremely positive way. I know that our emails to our clients are in good hands when going through Help Scout, and it's great that I can keep track of whether or not a client has read our responses and their reports and insight help us analyze what we do well, and what we can do better. There has been only one instance I can recall where Help Scout ran into a glitch, and they were immediately responsive and helpful with the situation. They were proactive in that they emailed their clients and informed us of not only what had happened, but of what to expect! Help Scout also writes extremely helpful blogs for any Client Service related business! I've learned a lot, and will continue to read these as their published. The subject line, "Monkey See, Monkey Do", is because it's clear that Help Scout follows their own advice when it comes to servicing clients and keeping them happy!

Fantastic Helpdesk Solution

Verified Reviewer  28th of October, 2014

Jordan Smith, Customer Happiness Engineer at Simply Charlotte Mason
I am utterly enthused by HelpScout! It is fast, elegant, and even sometimes fun to use. Almost everything I need to serve my company's customers is included right there in the app. Plus it has a nice API that our webmaster has used to give me information from our online store about past customer orders.

Pros: - Easy interface that allows me to quickly move through my open tickets. - Quick assignment to other workers. - Beautiful saved reply search feature makes it simple to answer frequently asked questions.

Cons: The only real problem I've had is that the attachment system gets stuck whenever I try to upload by dragging files into the window. Otherwise, HelpScout is brilliant.

Help Scout brought light into our dark

Verified Reviewer  28th of October, 2014

Sarah Kirscht, Senior Account Manager Operations bei white label eCommerce GmbH
Before we started using Help Scout almost 2 years ago we didn't have any numbers to track and analyze our support. Right now we can't image living without the reports and insights we get every single day. It helped us being so much better at helping our customers and realizing where we need to improve our app. Oh - and their blog is pretty cool, too :)

"Thanks for a truly awesome piece of software..."

11th of December, 2012

Andre Tanguy
The more we use HelpScout, the more we love it (and so do our customers!!) Thanks for a truly awesome piece of software that really is making a HUGE difference to our business.

"We are loving Help Scout"

3rd of November, 2012

Yoshi
We are loving Help Scout—our work flow has gone from broken to functional in the space of a day. It’s great :)

"We couldn’t do our support without them..."

22nd of October, 2012

Joel Gascoigne
We couldn’t do our support without them, and being good at support has helped us so much

Articles

28 Mar 2016
When 17-year-old Varun Shoor started work on Kayako from his bedroom in Jalandhar, India in 2001, he probably never imagined that it would be one of the leading customer support and helpdesk platforms on the market. Since then, a whole host of alternat
14 May 2015
A business without customers is like a car without an engine: it’s going nowhere. Serving your customers well is the crux of any business, and your ability to deliver on what you promise your customers is what differentiates you from your competitors. J
27 Nov 2012
As a small business owner providing that personal touch is so important in helping you stand out from the “big guys”, but using a support system that can scale with your growing customer base is also needed so that you can continue to make excellent sup
14 May 2012
Today businesses need a way to improve customer care. Most disgruntled customers leave a business, not due to a poor product, but due to poor and inadequate customer care. Many businesses use ticket based systems that send out emails that look automated

Videos

Frequently used together

Alternatives to Help Scout

Freshdesk
  • · Simple, fast setup.
  • · Multi-channel support - email, phone, chat, social and more
  • · Self service portal to help your customers help themselves
  • · Community portal to engage your biggest fans
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FreshdeskCustomer Management
Desk.com
  • · Get up and running with a help desk solution in minutes
  • · Bring all your support channels together into one inbox
  • · Case management with automations, workflows, routing tools
  • · Productivity tools, pre-canned responses, and bulk editing
Visit WebsiteCompare App
Desk.comCustomer Management
TeamSupport.com
  • · Product & Inventory Tracking
  • · Best In Class Reporting, Exporting, Filtering, Sorting
  • · Easy to Implement, Flexible and Intuitive
  • · Integrated Screen Recordings
Visit WebsiteCompare App
TeamSupport.comCustomer Management

GetApp Analysis

Help Scout is an invisible, email-based help desk for companies who value their customers. A great customer experience thrives on effortless communication, and Help Scout facilitates this by focusing on creating conversations. One key feature of Help Scout is that from a customer standpoint, communication is personal. From the support side, you can manage multiple inboxes and brands, track and organize your customer’s conversations, add notes, collaborate with team members, and a lot more.

Help Scout’s features are deliberately designed to support the front line, helping your customer service team to provide excellent support. Some of these features are integrated knowledge base, real-time reports, workflows that filter emails and automate actions, saved replies, and collision detection.

What is Help Scout?

Help Scout is a web-based help desk with an intuitive interface that keeps all of your support requests in one place. With a robust API, real-time reporting, an integrated knowledge base, and features that enhance team collaboration, the end result is tailored to focus on what matters: your customers.

Main Features

No Ticket Numbers

This design feature represents Help Scout’s core value: It’s about conversations, not ticket numbers. Customers don’t feel like they’re just a number or waiting in a long line. Instead of a corporate template, Help Scout’s email response layout is designed to be personal.

Integrated Knowledge Base

Help Scout offers Docs, a knowledge base that you can install in just a few clicks. Everyone on your support team can easily create step-by-step articles and tutorials to help customers 24/7 and keep support requests to a minimum.

Creating articles in Docs is simple. You can create them from scratch, or upload existing HTML, Markdown or text files. Links, images, videos, and file attachments are all supported. With a simple style guide, content can be formatted in many ways from top to bottom. Once installed, you can also upload your company’s logo and instantly get a website that looks good on any device.

Real-Time Reporting

Help Scout is equipped with real-time reporting, helping managers understand what’s happening on the support front, no matter the time of day. Viewed within the dashboard, Help Scout reports are categorized into four categories: Conversations, Productivity, Team, and Happiness.

Conversation metrics show the busiest time of day, conversations answered, number of customers, and more. Productivity focuses on the help desk’s efficiency metrics, such as time spent answering conversations, first response time, and resolution times. Team/User reports allow high-level insights into the metrics of each team member, such as the number of customers helped and the handle time. Happiness scores are derived from customer feedback to gauge the overall customer experience. Help Scout’s report filters (tag, folder, or conversation type) helps focus your reports on the data that you’re interested in.

Workflows, Auto-Reply, and Saved Replies

Help Scout’s workflows function like Gmail filters or other email client rules. Workflows can both be manual or automatic. Automatic workflows are IF/THEN statements, where actions take place automatically when conditions are met, i.e., if a conversation has “billing” in the subject line, then it’ll be assigned to the appropriate person. The user can apply manual workflows at any time to a single conversation, or in bulk. Manual workflows require user action.

The “auto-reply” is a mailbox-specific feature that sends when new messages are generated, i.e., “Hey, we got your message and we’ll be in touch soon!” Everyone on the team can use Saved Replies (often called “canned responses”) to quickly answer common questions.

Collision Detection (aka Traffic Cop)

Whenever you work on a conversation in Help Scout, you see visual indicators that tell you if a colleague is working on the same task and what actions they’re currently performing, e.g., viewing or replying — a feature referred to as the Traffic Cop, which prevents duplicate replies from being sent. If someone has replied ahead of you, Traffic Cop allows you to review the updates and then gives you the option to send your pending reply as is, edit it, or discard it altogether.

Each message flagged by Traffic Cop is flagged in a Needs Attention folder located on the sidebar. Once the threads are addressed, the folder automatically disappears. Traffic Cop is on by default but, although not recommended, can be disabled upon request.

Integrations

Help Scout integrates with over 40 third-party applications that include AgileCRM, Capsule and Highrise for CRM, HipChat, Slack and Talkdesk for communication, Constant Contact, Infusionsoft and MailChimp for marketing, BigCommerce, Freshbooks and Magento for ecommerce and invoicing, and FullStory, KISSmetrics and Segment.io for analytics.

Pricing

Help Scout has one price with no surprises – $15 per user per month. They also offer a free plan that includes a maximum of three users and one mailbox. There are no email storage or processing limits on either plan.

Docs is offered at a flat rate, $25 per month, and not tied to any user accounts . Customer support is readily available for all customers, and there aren't any customization fees.

Bottom Line

  • Help desk solution where conversations with customers look like normal email threads
  • No more clunky ticketing portal and multiple logins for customers to get the support and information they need
  • Easy to set up and implement, no complex macros and training manual required
  • Clutter-free interface to keep users focused on delivering great service, as opposed to intricate software navigation
  • Straightforward pricing plan at a monthly $15 per user

FAQs for Help Scout

Below are some frequently asked questions for Help Scout.

Q. What are the main features of Help Scout?

Help Scout offers the following features:

  • Looks like a normal email
  • Easy to use, no training manual required
  • Customer satisfaction ratings
  • Outstanding support, no matter plan
  • Integrated knowledge base
  • 40+ integrations with 3rd party apps
  • Real-time, best in class reporting
  • True multi-brand support
  • Auto-populated, editable customer profiles
  • Automated actions
  • Saved replies/ canned responses
  • Private notes
  • Collision detection
  • Track and record phone calls
  • 75+ keyboard shortcuts
  • Email integration - update conversations from inbox
  • Help Desk, reports, and Docs API
  • Bulk actions
  • No ticket #'s, or robo-text
  • iPhone App

Q. How much does Help Scout cost?

We have the following pricing information for Help Scout:

Starting from: $0.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Q. Who are the typical users of Help Scout?

Help Scout has the following typical customers:

Freelancers, Mid Size Business, Non Profits, Public Administrations, Small Business

Q. What languages does Help Scout support?

Help Scout supports the following languages:

English

Q. What type of pricing plans does Help Scout offer?

Help Scout has the following pricing plans:

Free Trial, Freemium, Subscription

Q. Does Help Scout support mobile devices?

Help Scout supports the following devices:

iPhone-iPad, iPhone, iPad, Mobile Web App

Q. Does Help Scout offer an API?

Yes, Help Scout has an API available for use.

Q. What other apps does Help Scout integrate with?

Help Scout integrates with the following applications:

BigCommerce, MailChimp, Shopify, PipelineDeals, FreshBooks, OnePage CRM, Highrise CRM, Nicereply.com, Hipchat, Capsule, Infusionsoft, Pipedrive, Constant Contact, ClickDesk, Userlike Live Chat, Google Apps for Work, Kissmetrics, Mixpanel, Campaign Monitor, Olark live chat, Bronto, Magento , Snapengage, Slack, Kato, Campfire, Zapier, Talkdesk , Hall, Segment , WooCommerce

Q. What level of support does Help Scout offer?

Help Scout offers the following support options:

FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials

Top comparisons

GetApp users often compare Help Scout to these alternatives:

  1. Zendesk vs Help Scout
  2. Freshdesk vs Help Scout
  3. Help Scout vs Groove
  4. Desk.com vs Help Scout
  5. Help Scout vs Intercom


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