Help Scout Software

Help Scout Software

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FrontRunners 2022

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About Help Scout

Help Scout is a dedicated customer support platform built for growing teams to deliver best-in-class customer service. When you sign up you get access to an entire suite of tools, all optimized specifically for customer support. Help Scout's shared inbox includes features like private notes and @mentions to improve team collaboration, and collision detection helps reduce duplicate work by showing when an agent is actively working on a specific conversation. You can automate routine tasks like conversation sorting with workflows and get additional context with customer profiles. If you’re looking to create a powerful customer knowledge base, Docs is right up your alley. The intuitive editor makes creating help center content a breeze, and built-in search functionality ...

Help Scout Pricing

Free trial available. Standard pricing starts at $20 per user per month. Standard: $25 user / month, or $20 user / month billed annually Plus: $40 user / month, or $35 user / month billed annually Company: $60 user / month billed annually Help Scout serves businesses from small to enterprise. Plans range from Free to keep everyone on the same page, to Standard for automation features and reporting, to Plus for advanced reporting & features designed for large teams. All Plans include 24x7 support, unlimited volume & storage, and 40+ third party integrations.

Starting price: 

$20.00 per month

Free trial: 

Available

Free version: 

Not Available

Manage all your team email inboxes, like support@, sales@, and finance@, in one tool.
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Help Scout Reviews

Overall Rating

4.67

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Showing 1 - 5 of 173 reviews

Greg

Verified reviewer

Company size: 11-50 employees

Industry: Veterinary

Time used: Less than 2 years

Review Source: GetApp

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

November 2016

Completely changed our business - for the better

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

Laurène

Company size: 11-50 employees

Industry: Computer Software

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

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.

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.

Anonymous

Company size: 51-200 employees

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

4

VALUE FOR MONEY

4

FUNCTIONALITY

4

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.

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.

Celeste

Company size: 11-50 employees

Industry: Printing

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

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.

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.

Jakub

Company size: 11-50 employees

Industry: Computer Software

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

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!

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 :)

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