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Help Scout vs Front Comparison

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Overview

Category Leaders

Help Scout is a customer support platform built for growing teams to deliver top-notch customer service. When you sign up,...

Category Leaders

Front is a customer communication hub that surrounds every high-stakes conversation with team collaboration capabilities...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

No videos yet

Pricing

Starting from

20

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

19

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.7

181

5

4

3

2

1

131

43

7

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
98%
would recommend this app

4.5

225

5

4

3

2

1

154

50

11

6

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
91%
would recommend this app

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.

Pros

It can be super helpful to better communication within your org and connecting other forms of communication like Facebook chat.
Support team really does an incredible job at providing super helpful information quickly and kindly. Their self-support documentation is also wonderful.
There are so many features that are great for organizing your inbox. The organizational benefits allow you to be more efficient in your daily workflow.

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.

Cons

However, the number of times we experienced an outage was frustrating.
When you send a message there is a gap of 5 seconds to cancel it but once it has been sent there is no way to recall it.
I really did not listen to the sales rep, he warn me, literally said: if you ar going to use it only for the scheduling links features it will be an overkill.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review3 days ago

Key features

  • Total features73
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • Brainstorming
  • Business Process Automation
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Recording
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Client Management
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Directory
  • Employee Management
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Full Text Search
  • Help Desk Management
  • Inbox Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Mobile Access
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Notes Management
  • On-Demand Communications
  • Onboarding
  • Order Management
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Process/Workflow Automation
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Editing
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reminders
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduling
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Shipping Management
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Team Chat
  • Team Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Version Control
  • Video Chat
  • Video Conferencing
  • Whitelisting/Blacklisting
  • Workflow Configuration
  • Workflow Management
  • Total features126
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Batch Communications
  • Brainstorming
  • Business Process Automation
  • CRM
  • Calendar Management
  • Calendar Sync
  • Calendar/Reminder System
  • Call Center Management
  • Call Recording
  • Canned Responses
  • Cataloging/Categorization
  • Categorization/Grouping
  • Chat/Messaging
  • Chatbot
  • Client Management
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Contact Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer History
  • Customer Management
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Distribution
  • Email Management
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Directory
  • Employee Management
  • Event Calendar
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Full Text Search
  • Help Desk Management
  • Inbox Management
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Meeting Management
  • Mobile Access
  • Mobile App
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Notes Management
  • On-Demand Communications
  • Onboarding
  • Order Management
  • Performance Management
  • Performance Metrics
  • Prioritization
  • Process/Workflow Automation
  • Quality Assurance
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Editing
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reminders
  • Remote Access/Control
  • Remote Support
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Scheduling
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shared Inboxes
  • Shipping Management
  • Signature Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Spam Blocker
  • Supplier Management
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Team Chat
  • Team Management
  • Template Management
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Two-Way Audio & Video
  • Usage Tracking/Analytics
  • Version Control
  • Video Chat
  • Video Conferencing
  • Whitelisting/Blacklisting
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations172
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations106
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

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

Share this review:

Front logo

Front

Excellent help desk software for our outsourced team

Reviewed 4 years ago
Pros

Easy to use and everything is centralized (respond, answer, create ticket, follow-up, e-mail, analyze funnel)

Cons

Many features, which is a bit hard to master at first but excellent customer service to help you out.

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

Share this review:

Front logo

Front

We LOVE Front!

Reviewed 2 years ago

Overall, we are VERY happy with Front and honestly don't know how we went this long without using it.

Pros

Front helps us organize emails on a level we never knew was possible. It assists with workflow and avoids emails getting lost or not addressed.

Cons

There is a learning curve, and there are some features it does not have that we think would definitely help it be more robust.

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

Share this review:

Front logo

Front

Just what we needed

Reviewed 2 years ago

Amazing. It has been so helpful for us to manage our client inboxes and emails. It has literally moved us out of gmail hell into email heaven.

Pros

Great help in setting up, Easy to maintain, transparent in billing, Great customer service, Love being able to comment internally on emails, sharing them, collaborating on drafts, and having internal discussions on emails.

Cons

It is rather expensive for our use, but still worth the money for us. When we share a link, if the email hasn't been shared with a specific individual, the link won't work for them until they have express permission.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Front logo

Front

An email client that's also your help desk.

Reviewed 3 years ago

I'm still learning on how to customize it to better fit my needs. We use this app as our internal help centre (we previously used Zendesk) and I'm optimistic on the premise of this app.

Pros

Its main focus is to be a collaborative platform between the users of an organization, where you can easily share, assign, tag, and answer support emails without the need to forwarding the email to the right person. And this is really great for customer/technical support, where multiple people and chime in with their suggestions and comments.

Cons

I've been using this app for the past month or so and my feelings are mixed. In one hand, you have this great cross collaboration tool, but the UI isn't polished enough, as it tries to be "the only app you'll ever need", but at times it feels bit too much and messy.

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

Share this review:

Front logo

Front

This is a better help desk

Reviewed 6 years ago

Front lets your team communicate with customers without a help desk. The customer doesn't have to deal with threads and tickets. It is just like writing a mail to a friend. I don't if there is another app like this out there.

Pros

No pros were added to this review

Cons

No cons were added to this review

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

Share this review:

Front logo

Front

my review

Reviewed 4 years ago
Pros

I like that it pulls so many accounts into one area and lets myself and coworkers manage and send emails as a team from one box but also allows us to work individually. It really comes in handy to be able to assign emails to people and not have to forward and some how mark them to help stay organized.

Cons

The forwarding feature somehow got way too complicated. I am not sure why or how the simple method of forwarding an email got split into so many different categories of "in this conversation" "in a new conversation" etc etc. I just want to be able to send the email to others without having issues.

Vendor response

Hi Neven, thanks for taking the time to review Front! We are so pleased to hear how we've made your job easier. And thank you for the constructive feedback on forwarding messages. We'll pass this along to our product development team.

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

Share this review:

Front logo

Front

If you can afford it, get it.

Reviewed a year ago

We use it mainly to communicate things in between the team but it help us specially to handle issues which require the attention of many members of our team. Like I said before, it saves us those 2 minute calls or at least miscommunication issues that can make you not deliver to your customer.

Pros

How simple is to communicate and handle issues between our customers and our team. It just saves you a lot of time, specially those unnecessary "2 minute calls".

Cons

It might be a little expensive, specially if you are just starting or at least the opportunity cost might be quite high compared with some other tools you might want to have (Regardless the department).