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Help Scout

Web-based help desk designed for better customer experience

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Help Scout Pricing, Features, Reviews and Alternatives

Help Scout product overview

Price starts from

$

15

/momonth
Per Feature

What is 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.

Key benefits of using 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.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

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

    Training options

    Live Online
    Documentation
    Webinars
    Videos

    Help Scout pricing information

    Value for money

    4.6

    /5

    172

    Price starts from

    $

    15

    /momonth
    Per Feature

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Value for money contenders

    Help Scout features

    Functionality

    4.3

    /5

    172
    Total Features73 7 categories

    Most valued features by users

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

    Functionality contenders

    Help Scout users reviews

    Overall rating

    4.7

    /5

    172

    Positive reviews

    97%

    Write a review
    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8.73/10
    Rating distribution

    5

    4

    3

    2

    1

    126

    41

    5

    0

    0

    Pros
    Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out.

    SC

    Scott C.

    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.

    AR

    Anonymous Reviewer

    In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good.

    SA

    Sid A.

    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.

    AR

    Anonymous Reviewer

    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.

    JS

    Jordan S.

    Email management is no longer a source of frustration.

    KD

    Kathy D.

    Overall rating contenders

    Overall Rating

    Help Scout helps out

    Reviewed a year ago

    Transcript

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

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Completely changed our business - for the better

    Reviewed 5 years ago

    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...

    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

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

    Share this review:

    Great customer focused company to work with!

    Reviewed 2 years ago

    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.

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

    Share this review:

    Help Scout for Business

    Reviewed a month ago

    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.

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

    Share this review:

    Good for a temporary fix.

    Reviewed a month ago

    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.

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

    Share this review:

    Great for Basic Customer Support

    Reviewed 3 months ago

    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...

    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.

    Help Scout FAQs and common questions

    Help Scout has the following pricing plans:
    Starting from: $15.00/month
    Pricing model: Subscription
    Free Trial: Available


    Help Scout has the following typical customers:
    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


    Help Scout supports the following languages:
    English


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


    Yes, Help Scout has an API available for use.


    Help Scout integrates with the following applications:
    Capsule, HubSpot Marketing Hub, Constant Contact, Talkdesk, Magento Commerce, WooCommerce, Aircall, Jira, Campaign Monitor, Transifex, Bronto, Zapier, ClickDesk, Segment, Google Workspace, SnapEngage, Trello, Pipedrive, FreshBooks, Userlike, PipelineDeals, Agile CRM, Drift, Wordpress, Nicereply, Slack, Klaviyo, OnePageCRM, Jira Service Management, Olark, Mixpanel, Kissmetrics, Highrise CRM, Keap, AskNicely, Mailchimp, elevio, ChargeDesk, HubSpot CRM, ScreenSteps, Smooch, BigCommerce, Shopify


    Help Scout offers the following support options:
    Email/Help Desk, Chat, Phone Support, FAQs/Forum, 24/7 (Live rep), Knowledge Base

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