Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are…
$30
per month starts with 100 contacts
Pylon
Score 8.0 out of 10
N/A
Pylon is a support platform built for B2B. Presented as an alternative to Zendesk, Pylon can be used to track customer issues across any channel, automate with AI, and design a support engine.
$70
per month per seat
Pricing
Help Scout
Pylon
Editions & Modules
Standard
$30
per month starts with 100 contacts
Plus
$90
per month starts with 200 contacts
Company
Contact sales team
Starter
$70
per month per seat
Professional
$118
per month per seat
Enterprise
$167
per month per seat
Offerings
Pricing Offerings
Help Scout
Pylon
Free Trial
Yes
No
Free/Freemium Version
Yes
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
Up to a 33% discount available for annual pricing.
More Pricing Information
Community Pulse
Help Scout
Pylon
Features
Help Scout
Pylon
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Help Scout
8.5
23 Ratings
4% above category average
Pylon
9.2
1 Ratings
12% above category average
Organize and prioritize service tickets
9.023 Ratings
8.01 Ratings
Subscription-based notifications
7.713 Ratings
10.01 Ratings
Ticket creation and submission
7.821 Ratings
10.01 Ratings
Ticket response
9.422 Ratings
10.01 Ratings
Expert directory
00 Ratings
8.01 Ratings
ITSM collaboration and documentation
00 Ratings
9.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Help Scout
8.3
21 Ratings
3% above category average
Pylon
10.0
1 Ratings
22% above category average
External knowledge base
8.620 Ratings
10.01 Ratings
Internal knowledge base
8.019 Ratings
10.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
I think Pylon is great for startups who are figuring out where they want to interact and how they want to interact with their customers. Pylon is also great for beginner account management in terms of keeping track of comms, usage, tickets, and a bit more. Overall, I think Pylon will scale nicely it just takes a bit of time to configure all (lots) of settings.I don't think Pylon is well-suited for teams who don't know much about support operations. The tool has so many great features an they ship super fast, but the product itself isn't very opinionated and the amount of options sometimes can be overwhelming
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).
The email newsletter.
They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
Help Scout is a great solution for support teams. There are many articles and webinars to help you learn how to use Help Scout. There are also many features to help make your workflows easier and more efficient. I would readily recommend Help Scout to any small or medium-growing support teams.
Overall, the UI is awesome and super intuitive. The features makes sense and everything is customizable to your liking. You don't need to create copies of filters, because the changing of filters on one saved few is THAT easy, which is something we love. Additionally, whenever we go to look for a capability or day dream about something... Pylon usually has it or its in the works. Only reason its not a 10 is that it can be overwhelming that it has everything, but a food problem to have
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
After evaluating both platforms, we chose Pylon for its superior user experience and deeper integration capabilities. Unlike Zendesk's frustrating UI and limited customization options, Pylon offered seamless integration with our existing tools like Salesforce, Linear, and PagerDuty, while allowing our team to stay within familiar Slack interfaces. The multi-channel notification system and AI-powered features like article generation provided the modern support infrastructure we needed, eliminating the complex rules and automations that made Zendesk cumbersome. Pylon's robust analytics and broadcast features also gave us valuable insights into customer engagement, making it the clear choice for streamlining our support workflows while enhancing both team efficiency and customer satisfaction.
We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.
