Tracker vs Help Scout Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
Integrations
Security
Audit logs
Encryption
File sharing
Security alerts
Access control
Data policy
Social presence
Facebook
Twitter


Reviews

Anonymous
Vice President of Operations (Environmental Services company, 11-50 employees)
Verified Reviewer

Nothing short of transformational

2018-04-10

Pros

We are mainly using Help Scout as a customer service tracking tool.

Cons

It does not integrate as smoothly with Salesforce as we would like and doesn't create smooth integration with our sales funnels.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Anonymous
A verified reviewer

Tricky setup but smooth once implemented

2018-01-12

Good tracking and organization of support request and creation of help pages.

Pros

Great features, organization and help pages to easily keep track and follow up customer support requests.

Cons

Tricky to setup, some technical knowledge required. It took me a while to get used to it and I while it got the job done, I never really loved it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
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Mark Lindquist

Effective basic help desk software

2018-07-23

Pros

We don't have a complicated support team/process, and Helpscout has done the job for us. I love the templates feature (though I'm sure that's standard amongst competitors). I am not wow'd by it, but I appreciate software that does what it says it will do, and Helpscout does that. I would strongly recommend it to anyone with relatively basic support requirements, only because I haven't seen in action with teams of more than 3, or for teams that require deeper analytics.

Cons

Using a separate tool for live chat is a little annoying, and I'd like to integrate it and track it alongside of email support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Other

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Robin Carman

We use it to handle emails regarding our app and services

2016-03-09

The system also keeps track of customers, so that we can keep track of their concerns over time and act accordingly.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Mike Mackenzie

A great tool for organization!

2016-12-06

We use Help Scout on a daily basis to receive, track and send emails to countless customers.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Jake Farmer

Easy customer support mailbox management

2017-12-12

Pros

Reporting is equally easy and makes it manageable to track progress over time.

Cons

The "knowledgebase" sites you can build with Help Scout simply aren't up to par with competitors. If you care more about your knowledgebase articles than your support inbox, I'd go with a different solution.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Jenna Whitson

Decent Help Desk

2018-09-08

Pros

Help Scout works pretty good when using it to track emails and customer relations.

Cons

I don't think it has a very organized workflow automation and I wish it had more customization features.

Rating breakdown

Ease of use
Features

Time used: Free Trial

Frequency of use: Other

Likelihood to recommend

6/10
Source: Software Advice
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Jeff Beaumont

Terrific product. Great UI. Does lack on the integrations

2017-02-05

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

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.

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
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Nina Vitalino

Help Scout saves time and money!

2015-02-22

Pros

We frequently forgot to mark messages unread when they were not dealt with and lost track of customer issues because of it.

Cons

Would love to see a mobile app - I could definitely be much more productive if I didn't have to always have a computer to help customers or 'close' junk emails.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering Help Scout

Free trials exist for a reason. If you're not sure, try it! And try the others too! We tried a few other programs prior to Help Scout, both paid and free. One particular program had too many bells and whistles. It was a distracting layout and not user-friendly. Help Scout is the opposite of that. The plain layout helps to keep you focused on the task at hand, increasing productivity and leaving more time for additional tasks.

Source: Software Advice
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Kiersten Johnson

Help Scout is great for teamwork

2015-03-03

Pros

We no longer lose track of unread messages!

Cons

From time to time, the messages we've sent have ended up in a SPAM inbox for vendors and customers due to filters.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Likelihood to recommend

10/10

Recommendations to others considering Help Scout

Give it a try. Take the time at least find out what functions would make your day easier - utilize the notes and assignment options. In the end, see if it's the right fit for you.

Source: Software Advice
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Jeff Beaumont

Organization and focus on delivering excellent customer service

2016-02-07

Pros

They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trusting them because I can believe them. I know that tells you very little of the product, but as leadership that's something that I really need. Other environments—blameshifting—I cannot stand and can't trust, believe, or hope that they'll hold true to their promise. We're leaving another vendor for that reason. Their system is very responsive, quick, simple, and easy to learn. There aren't too many bells and whistles which simplifies my life when onboarding new teammates. Their docs are well written and engaging.

Cons

But if you're looking for tracking call length, live chat length, or some of the other nifty metrics in one central place, you'll need to use Excel or a Google Sheet.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

8/10

Recommendations to others considering Help Scout

Talk with them. They are real people. They'll tell you where they are good and if you need to look elsewhere for what you need. They do email really, really well. I am stoked that we get to use them.

Source: Software Advice
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Sarah Kirscht

Verified Reviewer

Help Scout brought light into our dark

2014-10-28

Before we started using Help Scout almost 2 years ago we didn't have any numbers to track and analyze our support.

Source: GetApp
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Paul Yoder

Verified Reviewer

Simplest HelpDesk Solution I've Used

2014-10-28

That means I need a help desk product that gets out of my way and let's me quickly answer my users' questions and keeps track of what questions have been answered and what questions still need followed up on.

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Maurice A Molina

Dead Simple to use Help Desk

2019-01-11

Our company uses HelpScout as its internal Help Desk for all of our associate's requests/needs such as equipment request, payroll inquiries, BYOD access, and so. We found HelpScout incredibly useful; it has increased our response time and productivity, and we are starting to build our internal Knowledge Base. Moreover, most importantly, the price is affordable and goes along well our needs.

Pros

We have synced our main Mailbox queue to a private channel in Slack, so each time there's a new ticket is sent there, which is beneficial to keep track of incoming tickets.

Cons

So far, the only complaint we had was the "next" feature, once you reply to a ticket, the next open ticket assigned to you would pop up immediately, and if you're not careful, you might respond the wrong thing to the customer!

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Ayca Miller

Verified Reviewer

Monkey See, Monkey Do

2014-10-28

I know that our emails to our clients are in good hands when going through Help Scout, and it's great that I can keep track of whether or not a client has read our responses and their reports and insight help us analyze what we do well, and what we can do better.

Source: GetApp
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
Brad Mahany

Does everything we need regarding tracking of Customer Service communication

2015-12-10

We are the Technical Support department of a Medical Device company and use Help Scout to track not only emails to/from our International Distributors service organizations, but also voice mails from our U.S. customers.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more
John Flannery

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

2017-09-10

to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

Pros

HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

Cons

This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

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
Source: Capterra
Helpful?   Yes   No
Help Scout Reviews
Help Scout
Web-based help desk designed for better customer experience
Read more