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Help Scout

4.7
(188)

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

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Help Scout Pricing, Features, Reviews and Alternatives

Help Scout FAQs

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

Help Scout has the following pricing plans:
Starting from: $20.00/month
Pricing model: Subscription
Free Trial: Available

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Q. Who are the typical users of Help Scout?

Help Scout has the following typical customers:
Mid Size Business, Non Profit, Small Business

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Q. What languages does Help Scout support?

Help Scout supports the following languages:
English

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Q. Does Help Scout support mobile devices?

Help Scout supports the following devices:
Android, iPad, iPhone

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Q. Does Help Scout offer an API?

Yes, Help Scout has an API available for use.

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Q. What other apps does Help Scout integrate with?

Help Scout integrates with the following applications:
Wufoo, Capsule, Constant Contact, Salesforce Essentials, Talkdesk, WooCommerce, Aircall, Process Street, AppFollow, Jira, Textline, Campaign Monitor, FullContact, Klaus, ActiveCampaign, FormKeep , Transifex, Salesmachine, Zapier, iorad, Weglot, Gmail, FullStory, Segment, Google Workspace, Trello, Pipedrive, ChannelReply, FreshBooks, Userlike, BriteVerify, Geckoboard, Databox, WordPress, LiquidPlanner, Nicereply, Gravity Forms, MySQL, Heymarket, JustCall, CloudTalk, Fleep, Slack, Klaviyo, Chatra, OnePageCRM, Olark, Mixpanel, Fivetran, Kissmetrics, Highrise, Plecto, SurveyMonkey, Clockify, Mailchimp, Asana, Help Desk Migration, elevio, ChargeDesk, Paperform, HubSpot CRM, Cyfe, CircleLoop, Intercom, Shopify

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Q. What level of support does Help Scout offer?

Help Scout offers the following support options:
Knowledge Base, Email/Help Desk, Chat

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Help Scout product overview

Price starts from

20

/user

Per month

What is 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.

Key benefits of using 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.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Email/Help Desk
Chat

Training options

Live Online
Documentation
Videos

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Starting from

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Starting from

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Help Scout pricing information

Value for money

4.5

/5

188

Starting from

20

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Help Scout features

Functionality

4.3

/5

188

Total features

74

8 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Chat/Messaging
Customizable Branding
Multi-Channel Communication
Reporting & Statistics
Live Chat

Functionality contenders

Help Scout users reviews

Overall Rating

4.7

/5

188

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.59/10
Rating distribution

5

4

3

2

1

134

45

9

0

0

Pros
In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good.
Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams.
The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
Cons
Due to the automated change of tickets after leaving notes or replying on some of them, I ended up replying or closing the wrong ones, and in a delicate work, this was frustrating.
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.
Email management is no longer a source of frustration.

Overall rating contenders

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Sara Y.

Advertising Operations Associate

Marketing and Advertising, 11-50 employees

Review source

Overall Rating

Help Scout helps out

Reviewed 2 years ago

Transcript

Sara Y.: Hi, my name is Sara. I'm a special assistant and operations associate, and I give Help Scout...

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Dave Z.

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Keeps our customer support organized and on task

Reviewed 5 years ago
Pros

A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours. There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful). Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool.

Cons

IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time.

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Johann K.

Information Technology and Services, 51-200 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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The review

Reviewed 3 years ago

Really nice product for email support teams, but it doesn't do the work for others. I like the goal Help Scout has, but they need to fit to the market before they are dropping out.

Pros

It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.

Cons

It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers.

AR
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Verified reviewer

Higher Education, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Great for small teams!

Reviewed 3 years ago

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.

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Brad B.

Computer Software, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Help Scout - The solution we were looking for!

Reviewed 4 years ago

Help Scout is easy to use, appealing, and very effective. There is always a feature to accommodate our needs.

Pros

Help Scout is so user friendly! In the past, we tried several ticketing systems but they didn't seem to fit in with our flow and organization. We heard about Help Scout, tried it, and simply fell in love! Help Scout is so easy to use and work together as a team.

Cons

The one thing I would really like to see in Help Scout is a Round Robin auto-assignment feature. You can do quite a bit with workflows but I wish there was a simple way to Round Robin auto-assign our incoming tickets.

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Matthew S.

Internet, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Makes life SO much easier

Reviewed 7 years ago

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)

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