Help Scout vs Helpshift

Zendesk Suite

Freshdesk

Intercom

Salesforce Service Cloud

Kustomer

2Chat

Compare Help Scout and Helpshift based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2026.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

Intercom is the only complete AI-first customer service platform, enhancing the customer experience, improving operational efficiency, and scaling with your business every step of the way. 

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

Help Scout is a shared inbox, help center, and live chat software that gives your team the tools needed to easily manage customer communications. The platform offers a range of features, including AI-powered tools, integrations, and analytics, to empower both your team and your customers.

Access Controls/Permissions

Alerts/Notifications

Archiving & Retention

Automated Routing

Autoresponders

Canned Responses

Catalog Management

Chat/Messaging

Chatbot

Collaboration Tools

Communication Management

Configurable Workflow

Contact Database

Contact Management

Customer Communication

Customer Database

Customer History

Customizable Branding

Customizable Fields

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Document Management

Document Storage

Email Management

Email Monitoring

Email Templates

Event Triggered Actions

Feedback Management

For Startups

Full Text Search

Help Desk Management

Inbox Management

Interaction Tracking

Knowledge Base Management

Knowledge Management

Lead Management

Live Chat

Macros/Templated Responses

Mobile Access

Mobile App

Multi-Channel Communication

Multi-Language

Multiple User Accounts

Performance Metrics

Prioritization

Process/Workflow Automation

Queue Management

Real-Time Chat

Real-time Consumer-facing Chat

Real-Time Monitoring

Real-Time Notifications

Real-Time Reporting

Reporting & Statistics

Reporting/Analytics

Response Management

Routing

Search

Search/Filter

Self Service Portal

Shared Inboxes

Signature Management

Single Sign On

Spam Blocker

SSL Security

Support Ticket Management

Support Ticket Tracking

Surveys & Feedback

Tagging

Text Editing

Third-Party Integrations

Widgets

Workflow Management

Help Scout

Android

Web-based

iPad

iPhone

Developer

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.

Founder and CEO at PhraseExpander

The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.

Rep Communications Manager

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

CEO & co-founder

It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny.

Donor Support Associate

Escalating and de-escalating issues was pretty easy. Help Scout is a huge help for customer service, people oriented folks like me.

Office Lead

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.

Director of Operations

Help Scout integrates seamlessly with any workflow due to its options for integrations and ease of use.

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.

R&D Specialist

The biggest advantage is that it is easy to use and low cost. Plus, they are very Startup friendly company.

Great security too and functional system. The BI features are well appreciated.

Email management is no longer a source of frustration.

Web Designer

They were even nice enough to extend my trial because I hadn't gone through all of the features in depth yet.

Cloud consultant

Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions gathered and managed in a single place.

Nice integration with E-commerce platform Woocommerce.

Operations

Very positive, it's what we were looking for. It has all the core features a support team needs but without countless extras that end up being noise.

The reporting is also useful for creating guides based on real search terms.

IT Help Desk

They also made some changes to the reporting which at least made our lives a little more difficult for the type of reporting we were doing.

Help Scout screenshot: Manage all your team email inboxes, like support@, sales@, and finance@, in one tool.

Help Scout screenshot: Whether you have a team of 5 or 500, Help Scout keeps everyone on the same page so nothing slips through the cracks.

Help Scout screenshot: With Help Scout's familiar interface, your team can start responding to emails in minutes. Plus, get access to organization, automation, and collaboration tools to make your job easier.

Help Scout screenshot: Reduce your support volume by at least 30% with a knowledge base that's designed for customer self-service.

Help Scout screenshot: Reports let you evaluate your team's volume by channel, busiest hours, and trending topics among your customers.

Freelancers

Large Enterprises

Mid Size Business

Non Profit

Small Business

Agentforce Service is a customer service platform offering seamless support across channels like contact centers, field service, HR, and IT. It integrates human agents with AI on a unified platform to personalize interactions. Features include omni-channel engagement, case management, knowledge bases, and analytics tools, enabling organizations to enhance team performance and customer satisfaction.

Kustomer is the omnichannel customer management platform focused on delivering standout experiences - not resolving tickets.

2Chat is an all-in-one programmable WhatsApp automation tool for small teams. It integrates with existing workflows while allowing users to continue using WhatsApp normally. Features include multi-device support, customizable bots, live chat, reporting tools, and more.

Helpshift is a Digital Customer Service platform that tightly integrates messaging, Automation, Bots & AI. Delivers personalized, scalable customer service in your mobile, web, social, and phone channels to increase CSAT and lower cost.

Activity Dashboard

Activity Tracking

AI Copilot

Alerts/Escalation

Call Center Management

Call Recording

Call Routing

Campaign Management

Client Portal

Customer Experience Management

Customer Segmentation

Customer Service Analytics

Customizable Forms

File Sharing

Geotargeting

Multi-Channel Management

Offline Access

Offline Form

Proactive Chat

Push Notifications

Real-Time Data

Real-Time Updates

Remote Access/Control

Screen Sharing

Sentiment Analysis

Service Level Agreement (SLA) Management

Social Media Integration

Transcripts/Chat History

Transfers/Routing

Visual Analytics

Helpshift

Linux

Windows

CS Manager

Probably the most efficient way to reach our players, answer their queries, updates and event announcements. Their own customer service is also  reliable and indeed helpful.

QA Manager

For localized Customer Relationship Management it is the one solid product can give you what you want.

Game Designer

Ease of use both from a customer's and agent's perspective.

Senior iOS Developer

For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.

It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time.

Marketing Manager

Helpshift provides easy customer support at a cost.

The company has been acquired by an India company and the new CEO is taking it in a very "customer unfriendly" direction.

Player experience lead

Management of user roles is extremely limited and messy (not able to add admins to groups). Views are a nightmare to manage as an admin and its far to easy to break them.

Helpshift screenshot: Publish help articles on Helpshift's knowledge base where they're instantly synced to all users

Helpshift screenshot: Helpshift delivers actionable and critical data in a new dashboard

Helpshift screenshot: Helpshift Analytics provide insight into a range of metrics

Helpshift screenshot: Case management tools allow users to track customer issues

Helpshift screenshot: Metrics such as total issues, issues without prior FAQ views, deflections, and more can be tracked

Helpshift screenshot: Custom reports can be created

Helpshift screenshot: The search functionality allows users to find relevant information from the knowledge base/FAQs easily

Helpshift screenshot: Auto-responses aim to gather as much customer data as possible

Public Administrations

Help Scout vs Helpshift Comparison (2026)

Help Scout vs Helpshift Comparison (2026)

Help Scout

Helpshift

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives