FreeScout 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
User Reviews

Overview

FreeScout

4.2

(13)

Pricing

Pricing available upon request

About FreeScout

FreeScout is an open source help desk platform designed to help businesses of all sizes manage customer emails, tickets, support agents and more. The application is built with PHP and MySQL and can be deployed on a shared hosting server.

FreeScout provides a time tracking module that helps administrators track the time spent by each user on tickets, edit time logs and export the data to CSV. The solution helps users translate customers’ messages and support agents’ replies in various languages via Google Translate. Administrators can store additional information on conversations and organize and prioritize conversations by creating custom fields in the application.

FreeScout integrates with various third-party applications, including Jira, Whatsapp, Slack, Telegram and more and support for the platform is extended via email.

FreeScout Screenshots

FreeScout Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

No plan information available

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FreeScout Features

Popular features found in Help Desk
Access Controls/Permissions
Activity Dashboard
Alerts/Escalation
Automated Routing
Collaboration Tools
Macros/Templated Responses
Multi-Channel Communication
Real-Time Notifications
Reporting/Analytics
Self Service Portal
Service Level Agreement (SLA) Management
Workflow Management
More features of FreeScout
Customizable Branding
Knowledge Management
Mobile App
Ticket Management

FreeScout User Reviews

Overall Rating

4.2

Ratings Breakdown

62%

15%

Secondary Ratings

Ease of Use

4.2

Value for money

4.4

Customer support

3.5

Functionality

4.2

Have you used FreeScout and would like to share your experience with others?

Yann B.

Verified reviewer

Information Technology and Services

2-10 employees

Used weekly for more than 2 years

Review source

Reviewed August 2024

Freescout is an absolute gem for my use case

I value easy of use a lot, as this is something that I'll be using in potentially stressful situation I don't need a ticketing system to get in the way. Freescout is efficient, straight to the point, and let me manage incoming support requests without any burden.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The minimalist and clean interface is actually what brought me to test it, I can't stand those over complicated products with no ergonomic or pleasant user experience.

Cons:

It's hard to answer really, Freescout is an exceptional fit for what I was after. I don't even find a reason to critic the cost per modules as most are dirt cheap and one time payment.

Reasons for choosing FreeScout

I spent a few hours trying to setup osticket, really it was complicated. It seems powerful and probably has more features than Freescout, maybe it makes sense in more complex organizations, but it wasn't for me. And the interface isn't really appealing.

Shrinkhala J.

Verified reviewer

Management Consulting

10000+ employees

Used daily for less than 2 years

Reviewed February 2023

Most promising Helpdesk and Ticket management solution platform for businesses !

Well, it's great till date. The best platform for managing the query tickets in most structured and seamless manner with timely tracking and resolution for ultimate customer satisfaction. It helped in managing the escalation matrix between the different verticals in most structured way possible. Also, it is a light platform and does not pose any issue while deployment and functioning. It never hangs and run so smooth that it has attracted many. The notifications, commands, conversational tracking and record management is done in seamless way on this unified platform.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is a lightweight software with great integration capacity and compatibility with any window server. It never lags or slow down. It is an open source ticket management solution platform with great features for wide utility. The email management is done seamlessly and in quick mode. The privacy setting and management is just great and helps in ensuring end to end tight security and compliance. The platform also provides complete analytics and helps in bringing in full tracking real time for managing the tickets and queries in time bound manner

Cons:

No problem faced till now. One of the best available ticket management and email management solution for businesses. It is slightly high on part of subscription costing which can be reduced further to have better traction of new clients. Also, the version of the platform should be upgraded with more embedded features to stay relevant in the market.

Reasons for choosing FreeScout

FreeScout is an open source ticket management platform with numerous functionalities and features which provides an edge to the software. Also, it is globally available. The interaction with their customer support and business team was worth remembering as they were highly supportive and responsive. Also, the platform never slows down or lags. It is best of all due to its high efficiency and improved performance output.

Lukasz D.

Verified reviewer

Health, Wellness and Fitness

2-10 employees

Used daily for less than 12 months

Review source

Reviewed January 2023

Good if you're technical and don't mind some limitations!

Reasonably good, but eventually decided to pay for another solution to make sure I can rely on it.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It was free and allowed me to play with it to achieve the goal I was after - ticketing management system.

Cons:

Had to pay extra for necessary features, had no support behind it and was tricky to set up and then move to another server, which was a must for me.

Reasons for choosing FreeScout

Price point.

Reasons for switching to FreeScout

Wanted to separate email from customer tickets.

Sam B.

Verified reviewer

Logistics and Supply Chain

11-50 employees

Used daily for less than 12 months

Review source

Reviewed May 2022

Free Scout is the best shared inbox for small businesses, IF you can handle self hosted apps.

When Free Scout is working, no complaints. When it is not, be prepared to spend your time fixing it, because the developers don't have your back the same way hosted services do. No shame on the developers, but their support is minimal.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

As a long-time Help Scout user, I've seen them increase their price multiple times, but the capabilities have maintained relatively the same. Help Scout offers the same functionality at a fraction of the cost. If you are looking for a shared inbox, Free Scout and Help Scout are your only viable options, in my opinion. 100% Free Scout is the most practical choice if you can handle your deployment and system management. This app has made it incredibly easy for me to manage my departments because it allows all email communication to run through a single platform. The added modules are well worth the price if you decide you need their features and are relatively easy to deploy. The community around the app is also active enough on their Github page, so if you are struggling, it won't feel like you are the only one using the app. For what it costs and can do, I will forever recommend Free Scout for those capable of deploying it.

Cons:

I mentioned in my Pros of this review that it is excellent for those capable of deploying it. Unfortunately, I would not call myself one of those people. I found a company in India that offered Free Scout hosting and support and paid a minimal fee for them to manage it for me. They ended up closing their doors, and it left me in a position where I needed to migrate the database from their server to mine. Once I regained control, I needed to find a developer who would provide ongoing support and oversight so I didn't screw anything up. This proved to be a challenge because the monthly rate most qualified (offshore) developers wanted was more expensive than just paying for Help Scout. Fortunately, I solved my problem, but this is the biggest con for those who don't have access to developers for continuous support. While I love using Free Scout, and I don't believe I will leave them, my stress lives in the fact that I need to rely on someone else (not a company with a strong enough reputation, like Help Scout) to keep my most important mode of communication up to and running.

Reasons for switching to FreeScout

Help Scout ended up being too expensive, and they kept changing their pricing, even after guaranteeing we would stay at our fixed rate.

Frederic S.

Verified reviewer

Information Technology and Services

2-10 employees

Used daily for more than 2 years

Review source

Reviewed October 2020

Best ticketing system on the market

We are using Freescout for almost 2 years now and we will not change it soon... We tried other solutions but this one is the best for one reason: you are in charge of your data and application. If they disappear tomorrow, you can still use it and update it, it is an open source project. Except from the cost of the server, there is no monthly fee. Highly recommended!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

First, I love that Freescout is open source, paid modules are optional and you can pick and choose what you want to implement. Also, modules are one time fee and lifetime updates & support. FS is super easy to use for clients and support team. Clients are only using email which is perfect, no need to log into another portal and remember username and password. The support is amazing and fast. The application is fast, responsive and clean. No extra features that are not needed and bloat the app.

Cons:

Freescout is in constant progress and some features are missing like a knowledge base or API but they are listening and those are in the roadmap.

Reasons for switching to FreeScout

Cost per user, per month and owning our data.

Aaron F.

Verified reviewer

Information Technology and Services

51-200 employees

Used daily for more than 2 years

Review source

Reviewed September 2023

The ideal ticketing solution with plenty of module options

Freescout enables us an easy to manage self hosted ticketing system which effectively handles our ticket queue needs and quick processing of all tickets.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Freescout is super easy to deploy, use and manage with all parts of our business using the solution and also has frequent updates keeping the solution fresher than costly alternatives.

Cons:

Sometimes the odd small bug and quite a few modules, would be good to have a bundle we can buy all the modules in one go but otherwise super easy to add what you need.

Tim S.

Verified reviewer

Hospitality

2-10 employees

Used daily for less than 2 years

Review source

Reviewed October 2021

perfect fit for small businesses

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

- open source, so it´s free - new modules - active development

Cons:

- some attachments like audio, video and image files should be played or be viewed without downloading - deleting a conversation should delete all mails in the mail account

Reasons for switching to FreeScout

Multi user benefits

Magdalena O.

Verified reviewer

Health, Wellness and Fitness

2-10 employees

Used daily for less than 12 months

Review source

Reviewed February 2023

Ok, but lacked certain aspects of paid tools

Was okay, would've stayed if there was some support and more dependability

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Free and easy to use, once set up was done by admins.

Cons:

Getting stuck and difficult to move to another platform.

Reasons for switching to FreeScout

One stop shop

Sam S.

Verified reviewer

Information Technology and Services

51-200 employees

Used daily for less than 2 years

Reviewed August 2020

Best alternative open source shared mailbox

Overall FreeScout is best open source alternative for teams to collaborate on emails with Saved Replies, Tags, Folders and many other features. It also allow workflows for automation when an email is received. Startups and business able to save a lot of cost with adopting FreeScout.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

FreeScout is best alternative to many paid shared mailbox softwares like HelpScout. It allows you to control your data in your own server rather than having it in provider server for SaaS based similar products.

Cons:

The developer provide free support on Github. No paid support options available.

Reasons for switching to FreeScout

HelpScout is very pricey for startups.

Marco Y.

Verified reviewer

Marketing and Advertising

Self-Employed

Used daily for less than 6 months

Review source

Reviewed April 2023

A good alternative to Zendesk