Home/Help Desk Software/Help Scout
Updated on: February 25, 2021
What is Help Scout ?
Help Scout - Help Desk Software : SaaSworthy.com
View Gallery
95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More

Help Scout

Simple Customer Service Software and Education
(434 Ratings) Write Review

Help Scout is customer service and help desk software for companies of all sizes. Keep your customers in the flow by embedding help articles right on your website. With Beacon, they never have to leave the page to find an answer. Solve a problem or close a sale in real-time with chat. If no one is available, customers are seamlessly routed to email without confusion. Measure what matters with Help Scout’s easy-to-use reports. You can filter, export, and drill down on the data in a couple of clicks.

Help Scout Awards

Highly Rated
Fastest Growing
Most Popular

Help Scout Features Show All Features

Help Scout Technical details

Support 24/7 (Live rep) Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API Location / Phone Number Boston, Massachusetts
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Category Help Desk Software

Help Scout Pricing

Pricing ModelFree Trial , Subscription , Quotation Based
MONTHLY YEARLY
Standard
$20 /User/Month
Billed Yearly

Features

  • 3 Mailboxes, 1 Docs site
  • Beacon with live chat
  • Messages
  • Customer Properties NEW
  • Reports
  • Automated Workflows
  • API and 50+ integrations
Plus
$35 /User/Month
Billed Yearly

Features

  • Includes features of Standard plan, plus
  • 10 Mailboxes, 1 Docs site
  • Custom Fields
  • Teams
  • Salesforce, Jira, HubSpot Apps
  • HIPAA Compliance
  • SSO/SAML Authentication (ADD-ON)
Company
Custom

Features

  • Includes features of Plus plan, plus
  • Unlimited Mailboxes
  • Unlimited Docs sites
  • Flexible Users for one low price
  • Concierge onboarding services
  • Dedicated account manager
  • Enterprise security and SSO
Screenshot of the Vendor Pricing Page
View Full Screen

Disclaimer: The pricing details were last updated on 08/07/2020 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Help Scout FAQs

Help Scout is Help Desk Software. Help Scout offers the following functionalities:

  • Live Chat
  • Self Service Portal
  • Alerts (Escalation)
  • Automated Routing
  • Contract (SLA Management)
  • Knowledge Base
  • Surveys & Feedback
  • Ticket Management
  • Customizable Branding
  • Document Storage
  • Multi-Channel Communication
  • Social Media Integration

Learn more about Help Scout features.

The pricing for Help Scout starts at $25.00 per user per month. Help Scout has 2 different plans:

  • Standard at $25.00 per user per month.
  • Plus at $40.00 per user per month.
    • Help Scout also offers a custom plan based on the customer's request.

      Learn more about Help Scout pricing.

No, Help Scout does not offer a free plan.

Learn more about Help Scout pricing.

Yes, Help Scout provides API.

Ask the Community View Community

Help Scout Alternatives Help Scout Alternatives

95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
monday.com
(6637 RATINGS)
monday.com
Monday.com's Work OS allows companies to create an IT help desk in a customized manner. From providing the ability to make requests to the IT team to managing...
Try for Free
88% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
Zendesk Support
(4715 RATINGS)
Zendesk Support
Zendesk Support is a customer support solution that centralizes all customer queries and interactions in one place. Customer support agents can access all...
Visit Website
Help Scout vs Zendesk Support
98% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
LiveAgent
(2456 RATINGS)
LiveAgent
A simple and secure platform, with multi-features such as Help Desk, Live Chat and Call Center. Customer service key features of the software help in...
Visit Website
Help Scout vs LiveAgent
97% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
Freshdesk
(4914 RATINGS)
Freshdesk
A cloud-based customer support software that offers all in one solution for business needs to deliver exceptional support. Freshdesk is suitable for service...
Visit Website
Help Scout vs Freshdesk
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
SysAid
(853 RATINGS)
SysAid
SysAid is an ITSM, Service desk, and Help desk software solution that integrates all the essential IT tools into a single product. Its powerful set of features...
Visit Website
Help Scout vs SysAid
96% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
TeamSupport
(1529 RATINGS)
TeamSupport
TeamSupport is revolutionising customer support by ensuring optimal service at minimal prices, resulting in better RoI. From customer management to ticket...
Visit Website
Help Scout vs TeamSupport
95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
Jitbit Helpdesk
(103 RATINGS)
Jitbit Helpdesk
Jitbit Helpdesk is a ticketing system and helpdesk software meant for your IT, SaaS and email-based businesses. It is easy to use and provides thorough support...
Visit Website
Help Scout vs Jitbit Helpdesk
95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
Zoho Desk
(4346 RATINGS)
Zoho Desk
It is a context aware health desk software which will help you to provide efficient customer support. It offers fully functional ticketing system and call...
Visit Website
Help Scout vs Zoho Desk
95% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
Kayako
(418 RATINGS)
Kayako
Kayako is a help desk software as well as a CRM software for keeping both internal team and customers happy. You can monitor customer conversation and queries...
Visit Website
Help Scout vs Kayako
94% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
HappyFox
(218 RATINGS)
HappyFox
HappyFox is one of the most sought after help desk software that offers best possible customer support solution. This robust help desk ticketing system comes...
Visit Website
Help Scout vs HappyFox
93% The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read More
HelpDesk
(32 RATINGS)
HelpDesk
HelpDesk is a ticketing tool that functions as a help desk software that aids the customer management efforts of organizations. The tool seamlessly blends...
Visit Website
Help Scout vs HelpDesk

Help Scout Reviews

OVERALL RATING
4.5
Based on 434 Rating(s)
Rating Distribution
  • 63.3 %
  • 27.4 %
  • 5.1 %
  • 2.1 %
  • 2.1 %
SHARE YOUR EXPERIENCE Write a Review
Sort By
Filter by Source
Troy CSource : g2crowd.com
(Reviewed on 06 December 2020)
"Always exceeding expectations!"

What do you like best?

Helpscout is not only a company that consistently surprises us by having a solution to our needs, but they are an inspiration in the way they run their own business. From customer service skills, remote work or even email templates, we gain so much from this relationship.

What do you dislike?

Android app doesn't yet include helpdesk articles. Wish conversation editor had a few more styling options.

Recommendations to others considering the product:

If you are SMB that relies on online support (email/chat), these guys are the best. I've tried and support Zendesk for enterprise environments and have demo'ed most of the others over the years (Desk, Freshdesk, Groove). Yes, the Helpscout's software was less cumbersome than others, but most importantly, over several years they've shown. "they get it!" They understand good service is about being relatable. They get that small efficiencies and delights matter. They get that if a feature isn't used often, it can get in the way. They get that you must practice what you preach. They get that innovation and improvement sustain our collective success. If you choose them, you'll probably spend the next years discovering new capabilities that make you more efficient and delight your team and customers.

What problems are you solving with the product? What benefits have you realized?

Helpscout reduces support requests, helps us handle the ones we get efficiently and even helps us sell the product. We've saved tons of time, delighted our customers and gained insights on how to improve.

...more
Hannah HSource : g2crowd.com
(Reviewed on 29 September 2020)
"Use Help Scout for organized and easy interactions with customers!"

What do you like best?

The saved replies feature is my favorite feature.

What do you dislike?

I dislike that when I forward a message to another address the message reappears in my inbox as active.

Recommendations to others considering the product:

I would highly recommend using choosing Help Scout for your customer communication!

What problems are you solving with the product? What benefits have you realized?

I am solving the problem of having too much volume to get through by using saved replies to answer questions that are most popular.

...more
John WSource : g2crowd.com
(Reviewed on 29 September 2020)
"Easily... EASILY the best customer contact tool out there"

What do you like best?

Helpscout offers a beautifully simplistic UI that takes most users 10 minutes to master.

With the help of a couple of integrations all of our inbound communications (email, text, voicemail, Facebook, WhatsApp) seamlessly appear as tickets for our customer care team to process.

Transferring to the relatively recent addition of native live chat was a no-brainer of a decision... in-fact, I'd be hard pressed to think of a time we wouldn't adopt any new additions HelpScout bring... they are simply that good.

As our business has grown it has been invaluable to be using a service that is so easily scalable (add a new user in less than 5 minutes).

And, if something does not go quite right, you'll be pleased to know that they practice as they preach - their customer service is second to none.

What do you dislike?

Nothing... no, honestly.

Even the cost is reasonable - we have 100% confidence that we are using a (THE) leader in the class.

Recommendations to others considering the product:

Sign up for the free trial and watch the short introductory videos. Contact their customer service team about anything - they're great!

What problems are you solving with the product? What benefits have you realized?

Before using Helpscout our customer care team would have 4/5 open browser tabs to effectively complete their day-to-day tasks. This is now just 2. Combined with the mobile App we have the confidence that we ready for any challenge.

...more
James BSource : g2crowd.com
(Reviewed on 28 September 2020)
"Lightweight yet powerful and tool for teams offering internal or external support"

What do you like best?

- Easy to understand and integrate into existing workflows

- Provides a personal and human-feeling experience for customers.

- Very smooth from start to finish.

- No unnecessary clutter.

- They're a certified B Corporation which means they meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose.

What do you dislike?

- If you turn on their "Force Google Sign-on" feature you lose the ability to add users manually. It's not a big deal, but you're not told this when enabling it.

- I'd love for Help Scout to allow our team to respond to conversations via Slack without requiring them to log into the website. I've been told this is on the roadmap and is something we look forward to using.

What problems are you solving with the product? What benefits have you realized?

We use Help Scout for two main functions: 1) volunteer management, support, and recruitment and 2) for data/tool related requests from staff and our partners. While two very different use cases, Help Scout has worked flawlessly.

...more
Amy MSource : g2crowd.com
(Reviewed on 28 September 2020)
"Help Scout is a life save!"

What do you like best?

Organized, everyone has access to notes on all customer interactions so anyone can step in if someone isn't available and it's seamless for the customer.

What do you dislike?

My one wish would be that you could create a draft email with notes attached.

What problems are you solving with the product? What benefits have you realized?

All customer communications are documented so we have historical data for customers as well as notes of other team members who may have interacted with the customer in the past.

...more
Kyle OSource : g2crowd.com
(Reviewed on 25 September 2020)
"A great product from an incredible company"

What do you like best?

The best part of Help Scout is that it works, and I know I'm supporting a great company by using their service. On the occasions when something isn't going right and I think it's a bug and not me, I contact customer service and their top quality support team (they are a support platform after all) helps show me how to make things work the way I want to and it's very predictably my own user error, not a bug.

Help Scout provides the best resources in their weekly digest of any company. I unsubscribe from every repeating email except Help Scout's. Their B Corp status and the amount of care they put into being good on top of being a good business is admirable.

What do you dislike?

The inbox search function isn't ideal but is acceptable.

What problems are you solving with the product? What benefits have you realized?

Customer Support team management. Having one inbox receiving support emails and assigning/distributing to the team.

Saved Replies and Automated Workflows help us manage our inbox with CRM-like assistance!

...more
Sean CSource : g2crowd.com
(Reviewed on 14 September 2020)
"Best Help Desk Software!"

What do you like best?

HelpScout makes it incredibly easy for our team to collaborate and serve our audience in a timely and professional way. Everything from the intuitive interface to keyboard shortcuts, to speedy support, saved replies, and much more, makes this the perfect platform for our non-profit.

What do you dislike?

We made the switch from FreshDesk to HelpScout three months ago, and we haven't experienced a single downside to the platform.

What problems are you solving with the product? What benefits have you realized?

We primarily use the platform to respond to customer tickets and inquiries. We've seen a major boost in efficiency and collaboration between departments.

...more
Marshall MSource : g2crowd.com
(Reviewed on 11 September 2020)
"Fantastic tool to enable effective teams"

What do you like best?

The product was designed with a specific workflow in mind, and while that may feel restricting to those who need an immense amount of customization, it "just works" if you buy into the philosophy.

What do you dislike?

I wish there was a better way to view a customer/organization to see the overall health and other parameters that might help understand specific trends in support. There are reports, tags and searches, but they don't give the overview in a way that is smooth and digestible.

What problems are you solving with the product? What benefits have you realized?

Help Scout has enabled our team to move from prototype to effectively supporting hundreds of users across multiple products. It was so effective that we also shifted our hiring process to move to Help Scout as well.

...more
Ed RSource : g2crowd.com
(Reviewed on 08 September 2020)
"Wonderful customer support platform with wonderful customer support"

What do you like best?

We've been with Help Scout for three years and it's great to see how they've developed during that time. Not only have their products improved, but it's great to see their approach to doing business in a meaningful way come more to the forefront over time. A company whose products match our needs exactly and whose values are those of a company we can be proud to partner with.

What do you dislike?

Nothing at all. Just using up all my required characters here.

What problems are you solving with the product? What benefits have you realized?

Great customer ticketing system. Great chat. Easily solve tickets across multiple teams.

...more
Trevor NSource : g2crowd.com
(Reviewed on 24 August 2020)
"Help Scout: simple, yet elegant"

What do you like best?

Help Scout makes teamwork a breeze. It's easy for team members to work together and seamlessly pick up where another has left off.

What do you dislike?

Complaining about Help Scout is like complaining that you don't like the color of the car you won in a contest: you still won the car! Anytime I've ever had a complaint about Help Scout, they've fixed it in a future update.

Recommendations to others considering the product:

Don't hesitate to contact Help Scout for help at any time - they are an absolutely great bunch and willing to help.

What problems are you solving with the product? What benefits have you realized?

Rather than have their own individual inboxes, Help Scout provides shared inboxes for each of my employees. If one is sick, out of the office, or otherwise busy, it only takes a moment for another employee to get the full history of a conversation and pick up right where the previous employee left off.

Such easy collaboration is only the beginning. Helpscout is easy to set up and start running and those benefits are immediately apparent. After having used it for years, I can attest to the other strengths of Help Scout:

Teams: set up and manage teams inside of Help Scout. Don't have just one person that can handle a situation, but instead a group? Assign it to all of them at once.

Folders: Quickly organize folders of information or tickets in your inbox

Workflows: Create basic automations that go hand-in-hand with teams and folders. Automatically tag emails based on certain keywords, funnel to the proper teams, create follow-up systems, and more. We've used our workflows extensively to track customer issues so we can stay on top of an issue and check in with the customer after it's complete.

Saved Replies: With just a few clicks, send a well-worded reply to a customer with automatically populated data. Saves enormous amounts of time.

Extensive metrics and reporting: In conjunction with our own internal reporting, Help Scout helped us realize years ago that we were missing high sales times when we needed to have representatives available to help customers.

Docs, Beacon, and More: Help Scout provides a wide arrange of other tools: Docs to help provide data to users, either internally or externally; Beacon to help chat with customers, provided targeted replies, and more; Integrations with other software to improve the flow of information; and so much more.

...more
Read All Reviews

Videos on Help Scout

Help Scout Help Desk Demo
Help Scout Help Desk Demo
Help Scout Plus: Teams
Introducing HelpU

Help Scout Screenshots

Conversation Report
Profile
Jira Sidebar
Jira Conversations
Customer Support
Inbox
Conversation Report
Conversation Report
Profile
Jira Sidebar
Jira Conversations
Customer Support
Inbox

Help Scout Integration

(49725 RATINGS)
Business Instant Messaging Software
98%
(29006 RATINGS)
CRM Software
98%
(7297 RATINGS)
Ecommerce Software
98%
(26977 RATINGS)
Email Marketing Software
98%
(15372 RATINGS)
Product Management Software