Help Scout

by Help Scout

Who Uses Help Scout?

Companies, small and large, that insist on a delightful customer experience. We're trusted by 8,000 customers in 70+ countries, including Basecamp, Buffer, GrubHub, AngelList and Timbuk2.

What Is Help Scout?

Help Scout scales like any other help desk, but the customer experience feels personalized like email. Help Scout is ideal for companies of all sizes, and supports companies with 500+ users. Help Scout's clutter-free features keep teams of any size on the same page. With best in-class-reporting, integrated knowledge base, robust API and tons of integrations, and free iPhone app to support customers on the go, Help Scout lets your team focus on what really matters: your customers.

Help Scout Details

Help Scout

https://www.helpscout.com

Founded 2011

Help Scout Software - Create multiple mailboxes
Help Scout Software - Mailbox Folder
Help Scout Software - Conversation
Help Scout Software - Reports
Help Scout Software - Knowledge Base
Help Scout video
Help Scout Software - Create multiple mailboxes - thumbnail
Help Scout Software - Mailbox Folder - thumbnail
Help Scout Software - Conversation - thumbnail
Help Scout Software - Reports - thumbnail
Help Scout Software - Knowledge Base - thumbnail

Compare Help Scout with similar products

Starting price

US$15,00/month
US$15,00/month
US$14,00/month
US$15,00/month

Free Version

Free Version No
Free Version No
Free Version Yes
Free Version Yes

Free Trial

Free Trial Yes
Free Trial Yes
Free Trial Yes
Free Trial Yes

Help Scout deployment and support

Support

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

Deployment

  • Cloud, SaaS, Web-based
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

Help Scout Features

  • API
  • Activity Tracking
  • Asset Tracking
  • Audit Management
  • Audit Trail
  • Barcode / Ticket Scanning
  • Barcode Printing
  • Barcode Recognition
  • Barcoding/RFID
  • Billing & Invoicing
  • Cost Tracking
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Customization
  • Data Import/Export
  • Historical Reporting
  • Inventory Management
  • Inventory Optimization
  • Inventory Replenishment
  • Inventory Tracking
  • Invoice Management
  • Label Printing
  • Label Templates
  • Labeling
  • Location Tracking
  • Mobile Access
  • Multi-Channel Management
  • Multi-Location
  • Order Management
  • Order Processing
  • Order Tracking
  • Purchase Order Management
  • Purchasing & Receiving
  • Real Time Data
  • Receiving Labels
  • Reporting & Statistics
  • Returns Management
  • Sales Orders
  • Serial Number Tracking
  • Shipping Labels
  • Shipping Management
  • Status Tracking
  • Stock Management
  • Summary Reports
  • Supplier Management
  • Third Party Integrations
  • Warehouse Management
  • Workflow Management

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  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Auto-Responders
  • Batch Communications
  • Billing & Invoicing
  • CRM
  • Call Recording
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Contact Database
  • Contact Management
  • Content Management
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Email Distribution
  • Email Management
  • Feedback Management
  • Historical Reporting
  • IVR / Voice Recognition
  • Inbox Management
  • Interaction Tracking
  • Interactive Content
  • Live Chat
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • On-Demand Communications
  • Personalization
  • Print Management
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • SMS Messaging
  • SSL Security
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Template Management
  • Third Party Integrations
  • Video Support
  • Widgets
  • Workflow Management

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  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
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  • Calendar Management
  • Call Center Management
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  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Forms
  • Customizable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

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  • Activity Dashboard
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  • Alerts/Notifications
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  • Campaign Management
  • Campaign Segmentation
  • Canned Responses
  • Chat/Messaging
  • Click Tracking
  • Contact Database
  • Contact Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Templates
  • Data Recovery
  • Drag & Drop
  • Drip Campaigns
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Monitoring
  • Email Templates
  • Email Tracking
  • Inbox Management
  • Monitoring
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Response Management
  • Routing
  • Search/Filter
  • Shared Inboxes
  • Signature Management
  • Social Media Integration
  • Spam Blocker
  • Subscription Management
  • Template Management
  • Third Party Integrations
  • Whitelisting/Blacklisting
  • Workflow Management

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  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Automated Routing
  • CRM
  • Call Center Management
  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritization
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

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  • API
  • Alerts/Notifications
  • Cataloging/Categorization
  • Chatbot
  • Collaboration Tools
  • Commenting/Notes
  • Content Library
  • Customizable Branding
  • Customizable Templates
  • Dashboard
  • Document Storage
  • Drag & Drop Editor
  • Email Alerts
  • Feedback Management
  • Full Text Search
  • Knowledge Management
  • Live Chat
  • Mobile Alerts
  • Mobile Interface
  • Multi-Language
  • Online Forums
  • Pre-built Templates
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Rich Text Editor
  • SEO Management
  • Self Service Portal
  • Social Media Integration
  • Templates
  • Text Editing
  • Third Party Integrations
  • User Management
  • WYSIWYG Editor
  • Web Notifications
  • Website Integration
  • Widgets
  • Wiki

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  • Categorisation/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Configurable Workflow
  • Content Library
  • Content Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Decision Support Software
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • File Management
  • Full Text Search
  • Gamification
  • Knowledge Base Management
  • Live Chat
  • Multi-Language
  • Online Forums
  • Projections
  • Real Time Notifications
  • Reporting & Statistics
  • SSL Security
  • Self Service Portal
  • Self-Learning
  • Single Sign On
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
  • Text Editing
  • Third Party Integrations
  • Widgets
  • Workflow Management

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  • Attendance Management
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  • Concessions Management
  • Credit Card Processing
  • Customer Data Management
  • Customer Database
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Discount Management
  • Electronic Payments
  • Email Invitations & Reminders
  • Email Marketing
  • Employee Management
  • Event Calendar
  • Event Management
  • Event Scheduling
  • Event Ticketing
  • Event Tracking
  • Kiosk Ticketing
  • Mobile Access
  • Mobile Ticketing
  • Online Ticketing
  • Onsite Ticketing
  • Point of Sale (POS)
  • Print-at-Home
  • Promotions Management
  • Real Time Analytics
  • Real Time Reporting
  • Registration Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Reserved Seating
  • Sales Reports
  • Season Tickets
  • Seating Map
  • Social Media Integration
  • Social Promotion
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Brokering
  • Ticket Reservations
  • Visitor Registration
  • Website Management

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Help Scout Alternatives

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Help Scout Reviews

Read all reviews

Overall rating

4,7/5

Average score

Ease of Use 4,7
Customer Service 4,7
Features 4,3
Value for Money 4,6

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Write a Review!
Greg H.
Greg H.
Veterinary, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 2016/11/17

"Completely changed our business - for the better"

Comments: 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 previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched. We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc. Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability. On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them. We are very loyal Help Scout clients, and plan to be for a long time.

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

  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 2016/11/17
Celeste O.
Customer Support Lead
Printing, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2019/08/12

"Great customer focused company to work with!"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 2019/08/12
Verified Reviewer
Monograph Cataloging Technician
Higher Education, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
    Unrated
  • Value for Money
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2020/07/28

"Great for small teams!"

Comments: When looking for customer service platforms, a lot of people will want it to feel human. Oddly, I love that it can be used to send confidential documents securely, and I don't have to interact. It's a great timesaver that way, especially when the people on the other end are using it for the same reason. Yes, you can add more personality and humanity, but in my case, I like being able to work uninterrupted, and no one ever has to say "have a nice day" because all we're doing is sending documents. If you're looking for something a little more personal -- it can absolutely be used that way. The notes and chat functions are helpful, and Help Scout is pretty adaptable to whatever your customer service philosophy entails.

Pros: -Extremely easy to set up, add employees to, and use on a daily basis without hassle.
-Love the option to assign communications and update the status of them.
-Simple, straightforward design.
-Did I mention is was easy? Almost no training required.

Cons: -It would be nice to have more customization options. The simplicity is of appeal here, but the limitations are noticeable.

  • Reviewer Source 
  • Reviewed on 2020/07/28
Verified Reviewer
CEO
Internet, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 2021/06/24

"Great for starting with customer support"

Comments: It was good, although we decided pretty quickly to move to Intercom.

Pros: It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users.

Cons: It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support. There was no integration with our website, so this was a bummer.

  • Reviewer Source 
  • Reviewed on 2021/06/24
Shaun V.
Senior Manager, Success Engineer
Computer Software, 51-200 Employees
Used the Software for: 6-12 months
  • Overall Rating
  • Ease of Use
  • Features & Functionality
  • Customer Support
  • Value for Money
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019/07/13

"Stellar Support Tool for SaaS companies"

Comments: We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have.

Pros: Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier. We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible. The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies.

Cons: To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from). While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end.

  • Reviewer Source 
  • Reviewed on 2019/07/13