HelpScout - the helping hand small businesses need to support their customers.
We use Help Scout for our main source of customer support. From emails, to team collaboration, to chat - Help Scout powers it all. We have …
Starting at $20 per user/per month
View PricingOverview
What is Help Scout?
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…
Recent Reviews
Popular Features
- Ticket response (18)10.0100%
- Ticket creation and submission (17)10.0100%
- Email support (18)9.090%
- Organize and prioritize service tickets (18)9.090%
Reviewer Pros & Cons
Pricing
Standard
$20
Cloud
per user/per month
Plus
$35
Cloud
per user/per month
Company
Contact sales team
Cloud
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttp://www.helpscout.net/pricing
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Demos
Census + Help Scout Demo
YouTube
Help Scout Releases iPhone App - Get Our Demo
YouTube
Quriobot & Help Scout integration
YouTube
Recreating Help Scout's Demo Webinar Promotion - Chameleon Recipe
YouTube
Shopify Integration with Zendesk, Freshdesk, Help Scout or Re:amaze: Animated Overview
YouTube
Help Scout Help Desk Demo
YouTube
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Help Scout?
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 included as well. The Docs Knowledge Base includes up to five customizable knowledge base sites that integrate with an organization’s help desk, and are designed to run smoothly on any device, and help their customers help themselves.
Help Scout Features
Incident and problem management Features
- Supported: Organize and prioritize service tickets
- Supported: Subscription-based notifications
- Supported: Ticket creation and submission
- Supported: Ticket response
- Supported: Automated responses
- Supported: Attachments/Screencasts
Self Help Community Features
- Supported: External knowledge base
- Supported: Internal knowledge base
Multi-Channel Help Features
- Supported: Email support
- Supported: Help Desk CRM integration
Additional Features
- Supported: iPhone app
- Supported: Embeddable Contact Form
- Supported: Customer Satisfaction Ratings
- Supported: Reporting
- Supported: API Access
- Supported: 40+ integrations
Help Scout Screenshots
Help Scout Integrations
Help Scout Competitors
Help Scout Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | Apple iOS |
| Supported Languages | English |
Frequently Asked Questions
TeamSupport and Helpjuice are common alternatives for Help Scout.
Reviewers rate Subscription-based notifications and Ticket creation and submission and Ticket response highest, with a score of 10.
The most common users of Help Scout are from Small Businesses (1-50 employees).
Comparisons
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Reviews and Ratings
(52)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Recommendations
Helpscout is a customer support ticket system that has proven to be invaluable for businesses looking to streamline their support operations. Users have praised its ability to centralize all support information in one place, allowing for improved efficiency and customer satisfaction. With Helpscout, customers' support tickets can be categorized and tracked, enabling the team to easily monitor metrics and identify areas for improvement.
One of the standout features of Helpscout is its simplicity and personal touch, which sets it apart from other help desk software. Customers appreciate the more human and personalized communication experience they receive when interacting with businesses that use Helpscout. Moreover, the software's support team is highly responsive and dedicated to finding solutions for any issues that arise, ensuring that customers feel heard and valued.
Helpscout is not only used by the dedicated customer support team but also by other members of the organization who rely on it for tasks such as checking customer information and reaching out to resolve issues. Multiple users can work out of a shared inbox, assign conversations, forward them to different departments, and leave internal notes - all aimed at providing efficient and timely responses to customer queries.
Additionally, Helpscout is used as a knowledge base and for hosting help documentation, making it easier for customers to find answers to their questions without having to reach out for support. The software helps keep all interactions in one place, allowing team members from various departments within the organization - including support, customer success, billing, and product teams - to stay informed about each interaction and provide continuity in conversations.
Overall, Helpscout has revolutionized customer service tracking and improved communication efficiency for businesses that rely heavily on email as their primary channel for support interactions. Its user-friendly interface, automated workflows, and easy collaboration between team members have earned the praise of both users and reviewers alike.
Users highly recommend HelpScout for its great onboarding process, easy setup, and effectiveness. They also praise HelpScout's support team for being super responsive and going above and beyond to help. The ease of use, intuitiveness, and workflow streamlining capabilities of HelpScout are also commonly mentioned recommendations. Users suggest trying HelpScout and state that they haven't considered another platform since signing up. However, some caution that quality support from HelpScout may not be guaranteed and had difficulty getting answers to specific questions. Nonetheless, many users highly recommend HelpScout for SMBs that rely on online support, as it understands good service and small efficiencies matter. Users also find that HelpScout makes public relations management more effective and facilitates interaction focused on customer care. Lastly, users find HelpScout's desktop and mobile design user-friendly and intuitive. Overall, users highly recommend HelpScout as a terrific product that can streamline workflows and improve customer support.
Attribute Ratings
Reviews
(1-14 of 14)Companies can't remove reviews or game the system. Here's why
April 23, 2021
Great tool for small support teams
I also have used Zendesk previously, which is much more complicated; however, it can offer much more possibilities for customizing.
July 30, 2019
Help Scout Solving Problems for Growing Organization
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.
June 20, 2019
All-in-one CX Solution!
December 18, 2018
Help Scout for Customer Support
Help Scout is more reasonably priced compared to our other options.
November 25, 2018
Help Scout Rocks!
September 24, 2018
Intuitive and effective. Highly recommend.
This is tricky because there's helpdesk apps and chat apps (now Help Scout offers both).
We first used just an email inbox (of course not scalable but we were very small), then we turned to Freshdesk, which was painful to use. It had some cool features but in general it was ugly, slow, using the interface was very non-intuitive and the prioritization was hard. I have to say this was more than a year ago, so probably they have changed, but anyway. Zendesk is very expensive considering the features are almost the same AND the chat app needs to be paid separately. As chat we used Tawk.to, it was functional but metrics were not that good and it was buggy at times.
Comparing Help Scout with their competitors, at least for us, made it a no-brainer to hire them. The price was very attractive considering the amount of features, the great support and the quality of the app. I don't regret my decision at all because Help Scout, unlike other helpdesk companies, tries to have their app "smart" and not a big, corporate thing piled with features. It does what it needs, it's easy to use and helps you achieve your goals regarding support for your customers.
We first used just an email inbox (of course not scalable but we were very small), then we turned to Freshdesk, which was painful to use. It had some cool features but in general it was ugly, slow, using the interface was very non-intuitive and the prioritization was hard. I have to say this was more than a year ago, so probably they have changed, but anyway. Zendesk is very expensive considering the features are almost the same AND the chat app needs to be paid separately. As chat we used Tawk.to, it was functional but metrics were not that good and it was buggy at times.
Comparing Help Scout with their competitors, at least for us, made it a no-brainer to hire them. The price was very attractive considering the amount of features, the great support and the quality of the app. I don't regret my decision at all because Help Scout, unlike other helpdesk companies, tries to have their app "smart" and not a big, corporate thing piled with features. It does what it needs, it's easy to use and helps you achieve your goals regarding support for your customers.
August 07, 2018
Helping Us Scout!
- Helpdesk Pilot and Hiver
Help Scout easily plugs into Gmail and allows us to create reports based on our tagging. We found its price point for us as a nonprofit was a good fit. Customer service was also supportive. It also allows us to have an external help desk for our common questions from clients.
May 25, 2018
Multi year Help Scout user - very happy!
October 12, 2017
YES to HelpScout
April 21, 2017
HelpScout from web developer with support duties
- Intercom and Tawk
I've tried almost every single other live chat support tool. Most of them are easy to plug and play into the HTML page layout, but in terms of usefulness and cost, a smaller startup will always choose Help Scout no matter what. It's easily the best option for a bootstrapped startup or a beginning startup. Intercom was the most useful in terms of Live Chat and configuration/UI but the cost is very deterring especially if cash flow is bad.
February 23, 2017
Hip hip hooray for Help Scout
We did test out several other support desk tools before finally deciding to go with Help Scout. The main tipping point was the fact that Help Scout almost appeared invisible to the end user (our customer). To them, it just feels as if they are reaching someone via email, not some big ticketing system with multiple staff (even though we do in fact have multiple staff members). Additionally, their user interface was quick and easy to learn compared to a few other tools we tried.
February 14, 2017
Read the Blog, then Make your decision
It has been an ongong debate about whether or not we should switch to Zendesk. They are all about prioritizing customers, delaying response time, and treating the customer like cattle. I'm sure we will switch someday because key heads in the company used to use it, but the methodology is garbage and the UI needs a high level of technical understanding to master.