Help Scout 2026: Benefits, Features & Pricing

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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

Emma B.

Verified reviewer

Hospital & Health Care

10000+ employees

Used weekly for less than 2 years

Review source

Reviewed August 2023

It couldn't be simpler to use; I adore it!

Help Using Scout, you can easily categorize your support requests and generate customized reports for each inbox. We can track the growth of our user base, learn about the challenges our clients have, and observe how our support practices evolve thanks to the reporting tools. It also facilitates reporting on key performance indicators for our business, such as average response and resolution times.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff. All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help. The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about which sections of our help libraries are most popular.

Cons:

For our rather modestly sized support staff, I can think of no significant drawbacks to using Help Scout. I'd like to see a couple additional features in Help Scout, but for our current level of assistance, it's perfect.

Reasons for switching to Help Scout

My favorite feature of HelpScout is how simple it is to set up individual inboxes and folders for each team while still being able to easily share files and post comments for one another.

Laurène W.

Verified reviewer

Computer Software

11-50 employees

Used daily for less than 2 years

Review source

Reviewed September 2022

Help Scout is great for small teams looking for a simple and inexpensive shared inbox

Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers.

Cons:

I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets.

Reasons for choosing Help Scout

Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper.

Reasons for switching to Help Scout

Gmail doesn't work well as a shared inbox.

shauna g.

Verified reviewer

Medical Devices

10000+ employees

Used weekly for less than 6 months

Review source

Reviewed November 2024

user friendly

somewhat happy could use some more changes

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like that it helps me save time and convenient.

Cons:

I have trouble when I try to use the mobile app.

Dwi O.

Verified reviewer

Financial Services

11-50 employees

Used daily for more than 2 years

Review source

Reviewed May 2023

A great help desk platform

It's a great platform for small to medium scales businesses looking for a help desk platform. It has some key features which cover the majority of everyday needs with the added benefits of additional items which could be used as you expand.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Help Scout has been a great help desk platform for our business. Outside managing customer queries, we've utilized their workflow and saved reply features to semi-automate and fully automate several key areas. This has saved a lot of time and allowed us to focus on the customer. We've also been able to build our customer query management process around Help Scout and use this across multiple teams. It's a straightforward and easy-to-use platform that is intuitive in some aspects.

Cons:

While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios.

Reasons for choosing Help Scout

It provided all the basic functionality we required when our team was smaller and also had features

Verified

Reviewer

Printing

51-200 employees

Used daily for less than 2 years

Review source

Reviewed December 2021

Help Scout for Business

Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on.

Cons:

There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period.

Reasons for choosing Help Scout

Help Scout was much cheaper and more closely aligned with our needs as a company.

Verified

Reviewer

Consumer Services

51-200 employees

Used daily for more than 2 years

Review source

Reviewed December 2021

Good for a temporary fix.

It's a good basic system. If you are looking for a ticket system this is a great choice.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Ease of use Knowledgebase was easy to implement Ticket system works as it should

Cons:

Our business needed customer management and HelpScout was not a good solution for that.

Reasons for choosing Help Scout

Ease of use and set up.

Reasons for switching to Help Scout

Intercom is another ticket system that works well if that is what you need but we needed more in our CS system.

Jakub S.

Verified reviewer

Computer Software

11-50 employees

Used daily for more than 2 years

Review source

Reviewed September 2022

One of the best products I've ever used

It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me. In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen.

Cons:

That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there.

Reasons for choosing Help Scout

The entire experience was 10x better in Help Scout :)

Amanda V.

Verified reviewer

Health, Wellness and Fitness

2-10 employees

Used daily for more than 2 years

Review source

Reviewed October 2023

Very Solid Ticketing System

Overall, we absolutely love the app. It has suited our needs perfectly.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Love that you can set up multiple mailboxes and have multiple emails routing in to one space. The ability to see when a customer has viewed an email is also particularly useful and the search option is perfect.

Cons:

Keeps disconnecting from apps and support couldn't fix it. No desktop notifications which would be immensely helpful.

Reasons for switching to Help Scout

Zendesk was too expensive and didn't have all of the features we wanted without paying a lot.

Verified

Reviewer

Internet

11-50 employees

Used daily for less than 2 years

Review source

Reviewed June 2021

Great for starting with customer support

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

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for switching to Help Scout

Interactive, customer-oriented with direct integration to our website.

Celeste O.

Verified reviewer

Printing

11-50 employees

Used daily for more than 2 years

Review source

Reviewed August 2019

Great customer focused company to work with!

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for choosing Help Scout

At one point we considered switching to Zendesk, but at our current business size and needs, Helpdesk was clearly a better fit for our team.

Showing 1 - 10 of 225 Reviews

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