About Help Scout

Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships. Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal templates to manage. The solution allows users to create multiple mailboxes for each shared email address so that they can work across departments or manage several products/brands from a single account. The reporting feature helps users measure team performance, spot trends and monitor customer happiness. Help Scout lets users see which emails are being addressed in real time, so that team members do not respond to the same customer twice. Users can also assign conversations instead of forwarding them to coworkers to eliminate steps in the process.
Help Scout Software - Help Scout user report
Help Scout Software - Help Scout conversations report
Help Scout Software - Help Scout dashboard
Help Scout Software - Help Scout knowledge base
Help Scout Software - Help Scout mailbox folder
Help Scout Software - Mailbox
Help Scout Software - Help Scout user report - thumbnail
Help Scout Software - Help Scout conversations report - thumbnail
Help Scout Software - Help Scout dashboard - thumbnail
Help Scout Software - Help Scout knowledge base - thumbnail
Help Scout Software - Help Scout mailbox folder - thumbnail
Help Scout Software - Mailbox - thumbnail

Help Scout pricing

Help Scout does not have a free version but does offer a free trial. Help Scout paid version starts at US$15.00/month.

Starting Price:
US$15.00/month
Pricing Details:
Basic: $15 user / month, or $10 user / month billed annually Standard: $25 user / month, or $20 user / month billed annually Plus: $40 user / month, or $35 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.
Free Version:
No
Free trial:
Yes

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Help Scout Reviews

Feature rating

Value for Money
4.5
Functionality
4.5
Ease of Use
4.5
Customer Support
5
5 reviews of 165 View all reviews
Greg H.
  • Industry: Veterinary
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 17/11/2016

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

Celeste O.
  • Industry: Printing
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 12/08/2019

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.

Alternatives Considered

Zendesk

Reasons for Switching to 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.
Verified Reviewer
  • Industry: Printing
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 16/12/2021

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.

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.

Alternatives Considered

Zendesk

Reasons for Switching to Help Scout

Help Scout was much cheaper and more closely aligned with our needs as a company.
Verified Reviewer
  • Industry: Consumer Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
0

3
Reviewed on 09/12/2021

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.

Alternatives Considered

Zendesk

Reasons for Choosing Help Scout

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

Switched From

Intercom

Reasons for Switching to Help Scout

Ease of use and set up.
Abraham C.
  • Industry: Mining & Metals
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
5
Customer Support
5

5
Reviewed on 31/10/2021

Great for Basic Customer Support

I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice.

Pros

Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product.

I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer.

There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app.

Cons

I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software.

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