Help Scout 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Help Scout

4.6

(225)

FrontRunner 2026

Pricing

Starting at $55.00 per month

About Help Scout

Help Scout is a customer support platform that caters to various industries such as SaaS, ecommerce, financial services, education, media, healthcare, professional services, logistics, property management, manufacturing and real estate.

The platform includes a shared inbox that allows teams to collaborate and manage customer communications in one place. It offers a help center that enables customers to find self-service support and answers to common questions. The live chat functionality allows for real-time conversations with customers to provide instant support. The platform also includes proactive messaging capabilities to help engage customers with targeted messages. Additionally, Help Scout provides an omnichannel support solution, giving teams a unified platform to manage customer interactions across various channels.

Help Scout Screenshots

Help Scout Pricing and Plans

Starting price: $55.00 per month

Free Trial

Free Version

Free

$0.00

per month

Plan includes:

Inbox with all channels
Docs knowledge base
Help widget with AI answers
Unlimited AI drafts
In-app messaging
Basic Reporting
Customer profile & activity history

Standard

$55.00

flat rate, per month

Plan includes:

Multiple Inboxes and Docs sites
API and 100+ integrations
Advanced Reports
Surveys & NPS
CSAT ratings
Customer Properties
Custom site branding
Custom apps

Plus

$83.00

flat rate, per month

Plan includes:

Salesforce, Jira, HubSpot apps
Custom Fields
Advanced Permissions
Teams
Advanced Views & Workflows
Restricted Docs sites
Reporting API endpoints

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Help Scout Features

Popular features found in Customer Service
Alerts/Escalation
Automated Routing
Call Center Management
Conversation Intelligence
CRM
Knowledge Base Management
Queue Management
Reporting & Statistics
Surveys & Feedback
More features of Help Scout
Access Controls/Permissions
Alerts/Notifications
API
Archiving & Retention
Autoresponders
Canned Responses
Catalog Management
Chatbot
Chat/Messaging
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 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
Real-Time Chat
Real-time Consumer-facing Chat
Real-Time Monitoring
Real-Time Notifications
Real-Time Reporting
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
Tagging
Text Editing
Third-Party Integrations
Ticket Management
Widgets
Workflow Management

Help Scout Integrations

FreshBooks

OnePageCRM

Transifex

Google Workspace

elevio

Highrise

See all 68 integrations

Help Scout User Reviews

Overall Rating

4.6

Ratings Breakdown

69%

24%

Secondary Ratings

Ease of Use

4.7

Value for money

4.4

Customer support

4.7

Functionality

4.3

Lillian G.

Verified reviewer

Hospital & Health Care

10000+ employees

Used daily for less than 2 years

Review source

Reviewed August 2023

Help Scout is the most effective method of providing assistance

Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout. However, since only one KB may be created per subscription, the Helpscout team may look into allowing numerous KBs per workspace.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their enterprises. Therefore, we provided them with a Helpscout-based knowledge library and made live chat available to them.

Cons:

The platform's interface, especially the inbox UI, has a lot of room for improvement, and there is now just one knowledgebase template/design available, which is disappointing.

Reasons for switching to Help Scout

The primary use case is allowing consumers to solve their own problems without having to contact a support person, and it's been very successful in that regard. I appreciate how simple it is to coordinate with other sections. No one loses track of the ticket when it is passed from the support team to the IT team and then to the account management.

Verified

Reviewer

Computer Software

11-50 employees

Used daily for more than 2 years

Review source

Reviewed March 2025

A minimal yet powerful tool for customer support by a support centric team

Help Scout is a great tool made for customer support by customer support. They build great features that directly benefit our support team, and when any issues arise they are responsive and open to changes to help improve the experience for everyone.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's a no frills help desk tool that gets out of your way and just lets you help your customers

Cons:

The reporting isn't as advanced as some tools out there.

Reasons for choosing Help Scout

Ultimately it was too much for what we needed. Apart from the price point being too high, it was also getting really complicated. More geared towards enterprise customers.

Reasons for switching to Help Scout

Desk got acquired and we didn't like where their features were going. We wanted to support a company with values that aligned better with ours.

Thomas P.

Verified reviewer

Information Technology and Services

11-50 employees

Used daily for less than 2 years

Review source

Reviewed October 2024

Help Scout - We're always getting worse

Overall, I regret purchasing Help Scout and plan on switching back to Zendesk.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The price was good, but now I see why they charge so little.

Cons:

They are constantly making poor decisions when designing updates. The last six months have been update after update that has made the platform harder to use for my agents. Applying Custom Fields, an action that previously took 1 click is now hidden behind a collapsed panels. Adding links is no longer a simple cmd+K macro. They replaced this standard keyboard command with their own internal "Command Pallet," which serves no use to our team. They still don't have SLA support.

CJ B.

Verified reviewer

Health, Wellness and Fitness

11-50 employees

Used daily for more than 2 years

Review source

Reviewed April 2025

Let Help Scout Help You!

Couldn't imagine my job without it. Makes customer service so much easier!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Saved replies are a giant help! Reports help keep tabs on productivity and quality assurance. The new AI features takes a lot of the anxiety out of how to respond in a respectful and professional manner.

Cons:

I would love to see a possible integration with MindBody software.

Reasons for choosing Help Scout

It's been so long, I honestly can't remember.

Josh S.

Verified reviewer

Legal Services

51-200 employees

Used daily for less than 2 years

Review source

Reviewed May 2025

A great, cost effective help desk tool

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Lightweight help desk portal for our team to collaborate on tickets and create articles for future reference

Cons:

No easy option for dark mode theme; HTML on the portal breaks some signatures; have to refresh the page often for notification badges to display properly.

Reasons for switching to Help Scout

They did not have what we were looking for.

Zofia M.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for more than 2 years

Reviewed March 2025

Easy and effective client communication

I use it for my everyday work in customer service, and I love it. There are no unnecessary distractions, and the navigation is easy. Collaborating with other team members using this tool is convenient.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Clear and intuitive design is what i like most. While beginners don’t need instructions to get started, they are readily available and easy to access.

Cons:

When the internet connection is intermittent or weak, I find it difficult to use the system effectively, and I sometimes lose email drafts as well.

Meghann O.

Verified reviewer

Computer Software

51-200 employees

Used daily for more than 2 years

Review source

Reviewed December 2024

It was ok for a while but seems to have gotten worse over time

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's easy to search, tag people/teams, and assign tickets. It also integrates well with our CRM.

Cons:

It's often hard to follow threads and be able to see the initial conversation. I don't love the recent updates and we often had technical issues of our webhook disabling.

Stephen B.

Verified reviewer

Capital Markets

11-50 employees

Used daily for less than 6 months

Review source

Reviewed November 2024

Sold tool to respond to customers