Help Scout Pricing, Features, Reviews & Comparison of Alternatives

Help Scout Reviews

Help Scout

Web-based help desk designed for a great customer experience

4.84/5 (76 reviews)
9,256

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

Help Scout Overview

Pricing

Starting from: $8.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)
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Devices

Web
Android
iOS

Business size

S
Small
M
Medium
L
Large
Compare App
Help Scout screenshot: Create multiple mailboxes for each shared email address so you can work seamlessly across departments, or manage several products/brands from a single account.Help Scout screenshot: Mailbox FolderHelp 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 themHelp 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: Help Scout iOS AppHelp Scout screenshot: Android App

Help Scout Reviews (76)

Latest reviews

 It is a great place to get my work done!

I get my work done in less time and it's totally more proactive than the previous tool we used!

Read the full review
Reviewed 26th of July by Diana Kattan

 

 Easy to use

Overall great. Would recommend to others.

Read the full review
Reviewed 14th of July by Sue Quenville

Read all reviews

Help Scout Category Leaders

Reviews
Integrations
Mobile
Media
Security

#10 in Customer Service

View full ranking
70
15
16
16
12
11

#10 in Help Desk & Ticketing

View full ranking
68
15
16
16
10
11

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 (11)

Help Scout screenshot: Create multiple mailboxes for each shared email address so you can work seamlessly across departments, or manage several products/brands from a single account.Help Scout screenshot: Mailbox FolderHelp 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 themHelp 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: Help Scout iOS AppHelp Scout screenshot: Android 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

Specifications

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

Help Scout Pricing

Starting from: $8.00/month

Pricing model: 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!

Competitors Pricing

Freshdesk

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

SupportBee

Starting from: $29.00
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

SysAid

Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Users who visited Help Scout also visited

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
  • Android App

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.

Alternatives to Help Scout

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

Videos

Diana Kattan

It is a great place to get my work done!

26/07/2017

I get my work done in less time and it's totally more proactive than the previous tool we used!

Pros

Besides the fact I can assign emails to my teammates or other inboxes of other departments - the tagging and automated triggers make my life so much easier!

Cons

I think this is kind of irrelevant, but the fact I can't change the font and the color of the text is sometimes a problem.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sue Quenville

Easy to use

14/07/2017

Overall great. Would recommend to others.

Pros

Great reporting options Easy to use Awesome customer support team Great search options Easy to set up

Cons

Their help docs are often outdated. Also some of the features that stated were included ended up having a extra monthly charge.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Matthew Alexander

Helpscout

11/07/2017

Pros

Very easy to use, has unlimited users, simple, has mobile apps, and everyone's signature can be uniform.

Cons

No app integrations, barely any help center, don't like the way the contact form looks, no phone or live chat support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Tessa Aschner

Awesome Bonus--Help Scout's Email Newsletter!

19/04/2017

Help Scout is easy to use, has some great metrics, makes organization a breeze, and allows companies to standardize email responses. But in all honesty, my favorite thing about Help Scout is the weekly newsletter they send out via email. It may be more or less often than weekly, I'm not entirely sure; however, I just love it! I almost always read the entire thing. It focuses on one topic, it's always helpful, and it's often strangely timely so far as what's going on in my professional and/or personal life. I've found it really useful. Indeed, two Christmases ago, my list included multiple items I learned about one of Help Scout's newsletters!

Pros

The email newsletter.

Cons

How sometimes emails end up being responded to by multiple agents because they aren't automatically closed out.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Help Scout

None I can think of at this time.

Source: Capterra
Helpful?   Yes   No
Read more
Dustin Danelius

Verified Reviewer

Help Scout is fantastic

05/02/2017

Been using Help Scout for years. The main reason I went with them over others was the still small business feel you can give your customers even with dozens of employees being involved in customer interaction. The tickets are silent to the customer, unlike many other products which a customer is nothing more than a ticket.

Pros

- Easy interface - Lower learning curve - Continually improving - Good customer support - All cloud based

Cons

- Per-user costs can add up

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Help Scout

I recommend you try it, it's a great product.

Source: GetApp
Helpful?   Yes   No
Read more
Jeff Beaumont

Terrific product. Great UI. Does lack on the integrations

05/02/2017

We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.

Pros

Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use. VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.

Cons

The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets. Caveat: if all you do is email and maybe chat, then this product is everything you need and more.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Help Scout

Definitely. Review Zendesk and a couple other offerings, but Help Scout is fantastic for small and medium teams. Where Zendesk shines with their management level controls and granular options, they fail in the actual UI and "using it every day" area. Help Scout is the inverse.

Source: Capterra
Helpful?   Yes   No
Read more
Lucas Karpiuk

Easy to use, flexible, and great support

01/02/2017

We've been using Help Scout for ticket management for about three years. Prior to Help Scout we had used several others, most notably Zendesk. We found that Help Scout was the easiest for our team to use, while still providing a good set of features for customization. The support team at Help Scout has been fantastic as well; they've been very receptive to feature suggestions, quick to resolve what few issues we've encountered, and every contact with them has been a great experience. That last part is important; I personally deal with the support teams of a dozen or so vendors on a regular basis and sometimes the lack of attention to detail and reading comprehension in level 1 support is astounding. Very refreshing!

Pros

Easy to use.

Cons

No android app, but the web app is still quite functional on a small screen.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Omar AlEisa

Easy and Powerful

08/01/2017

Our work became much more efficient ever since we started using Help Scout for our customer support. I love their ticketing system and the ability to assign tickets to different employees and write internal notes. I also love their saved replies feature that could include variables such as the name of the customer.

Rating breakdown

Ease of use
Features
Source: Capterra
Helpful?   Yes   No
Read more
Cammy Ang

Move over Zendesk, I now love Help Scout!

14/12/2016

They make it simple to set up to run a small support team. Creating docs are as easy as creating a blog post too. Having one inbox for all the team to attend to is also helping us, and for sure others who are using this. And of course, the saved replies save us a lot of time. Move over Zendesk, I now love Help Scout!

Pros

It works much more like an inbox. Logical ticketing system. Set up one inbox that could be managed by multiple people (Even their FREE plan has this!)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Carl Nasal

Best Customer Support Software with the Best Customer Support

07/12/2016

Having tried or reviewed every customer support solution we could find, we have found Help Scout to be the best solution because of it being as simple to use as regular email, yet powerful enough to handle all of our company's communication. Help Scout is the key tool we use in our web development and hosting business, handling all of our client communication and allowing us to easily discuss requests internally, pass around messages, and provide quicker response times to our clients while making our lives easier. Additionally, the customer support Help Scout provides is the best we've ever seen. They are super friendly, very quick to respond, and understand requests the first time. They are the model for customer support, and they even blog regularly about how to provide great customer support with very useful tips.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more

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

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