# Compare Salesforce Service Cloud vs Help Scout 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Salesforce Service Cloud and Help Scout based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/136189-136909/Salesforce-vs-Help-Scout

---

# Salesforce Service Cloud vs Help Scout Features and Cost Comparison

Last updated April 20th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

Salesforce Service CloudHelp Scout2/4 selected

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.6 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

[## Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

Starting Price

$25.00/month

Value-for-Money

4.2

Functionality

4.4

Ease of Use

4.1

Customer Service

4.3

Reviews Sentiment

Based on [824 reviews](#user-reviews)

Positive

753

Neutral

54

Negative

17

[## Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.6 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

Starting Price

$55.00/month

Value-for-Money

4.4

Functionality

4.3

Ease of Use

4.7

Customer Service

4.6

Reviews Sentiment

Based on [226 reviews](#user-reviews)

Positive

212

Neutral

13

Negative

1

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## Summary

* * *

Key features rated by users

Features selected based on 2,997 reviews from customer service software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

71%Fit

Missing features

Not enough reviews

Feature ratings

CRM

4.8

Support Ticket Management

4.5

Inbox Management

NA

Live Chat

4.3

Chatbot

4.0

62%Fit

Missing features

Not enough reviews

Feature ratings

CRM

NA

Support Ticket Management

4.5

Inbox Management

4.6

Live Chat

4.5

Chatbot

\--

User satisfaction

User satisfaction

4.5

User reviews[824](https://www.capterra.com/p/136189/Salesforce/reviews/)

Ease of use

4.1

Functionality

4.4

Value for money

4.2

Customer support

4.3

User satisfaction

4.6

User reviews[226](https://www.capterra.com/p/136909/Help-Scout/reviews/)

Ease of use

4.7

Functionality

4.3

Value for money

4.4

Customer support

4.6

Price starts from

Price starts from

$25Per User, Per Month

-   Free version
-   Free trial

Price starts from

$55Flat Rate, Per Month

-   Free version
-   Free trial

Best for

Best for

Salesforce Service Cloud is used by contact centers, IT departments, HR departments, field service operations, and customer support teams.

Best for

SaaS, eCommerce, financial services, education, media, healthcare, professional services, logistics, property management, manufacturing, and real estate

## User reviews

Pros & cons

AL

Alex L.

Senior associate

> "Salesforce Service Cloud is a powerful, enterprise-grade platform that excels in security, ticket management, call..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7002177)

Harshul S.

Sr Tech support Specialist for Network Operations

> "Also the customization is powerful but kinda overwhelming if you not used to Salesforce. And the pricing can get high if you..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611)

JS

Joshua S.

Senior Learning Facilitator

> "It is also amazing how it has integrated AI functionality to be utilized to house knowledge material and can recommend these..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6815671)

JJ

Jannette J.

Senior Data Management

> "Performance can lag when managing a high volume of cases or large datasets."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7078625)

PD

Patricia D.

Client Serves Advocate

> "What I liked most about salesforce service cloud was that any information that you needed to know about the customer was..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7115704)

PD

Patricia D.

Client Serves Advocate

> "Salesforce service cloud could be overwhelming when learning how to navigate around for the first time."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7115704)

JJ

Jannette J.

Senior Data Management

> "It helped centralize customer data and automate processes, though some features were complex and required additional..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7078625)

PK

Paris K.

Customer Experience Representative

> "It gets laggy, disconnects and it can barely respond and also has IP connection issues. But that is pretty much it."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6826772)

Harshul S.

Sr Tech support Specialist for Network Operations

> "The automation helps lot too, like routing cases or sending updates without me doing manually."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611)

VR

Verified Reviewer

Digital asset manager

> "In fact, the AI implementation felt more buggy than as advertised and tried too hard to solve the issue immediately rather..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6820461)

VR

Verified Reviewer

IT Support Analyst

> "Our admin has built a tremendous amount of customization into Service Cloud, but has also made it easy for agents to learn..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7010803)

VR

Verified Reviewer

Digital asset manager

> "I disliked the new AI agent features because it felt impersonal, and at times, mistaken in how it was reacting to my issues."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6820461)

SN

Suraj N.

Inside Product Specialist

> "It excels in streamlining customer service operations with its features, making it an invaluable tool for enhancing customer..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6425317)

DE

Dawn E.

Ops Mgr

> "There's not a whole lot I don't like about Salesforce it gives you every bit of information on every customer and every..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6358968)

RR

Riley R.

Legal project analyst

> "I really liked being able to see the full customer history alongside active cases, emails, and chats."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027)

ClJ

Céline J.

Social Media Manager

> "Salesforce is expensive and has a steep learning curve."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7120490)

Hayden R.

Graphic Designer

> "It's power to integrate with other platforms makes understanding customers needs through the site a breeze."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7133456)

JS

Jelfry S.

Sales agent

> "At first we had few outages interrupting our chats sessions or dropping the chats, that was really annoying for our..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6709180)

VR

Verified Reviewer

Software Engineer

> "It's Excellent experience with Salesforce self service portals which allow our customers to resolve issues on their own,..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6645568)

RR

Riley R.

Legal project analyst

> "Without proper training or a dedicated admin, it is easy to miss out on useful functionality."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027)

AA

Aditya A.

Customer Service Representative

> "Our customer database, shared docs and even the support ticket system are all services hooked in to Google Cloud and they’re..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974)

VR

Verified Reviewer

Salesforce Consultant

> "It can be kind of expensive so really think about what you neeeeeed vs what you want."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7123341)

PF

Ping F.

Operations Analyst

> "It is really getting better and help a lot to consolidate all documents in one platform. And it is pretty reliable as well!"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7138021)

JP

Jessica P.

Team Leader

> "It also glitches quite often from overload."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6848955)

PF

Ping F.

Operations Analyst

> "It also allows tailor made functions to suit individual needs"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7138021)

MG

Max G.

Investor

> "The system is not responsive on mobile devices."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6335943)

VR

Verified Reviewer

Prinicpal Test Engineer

> "Salesforce is very powerfull tool one company can have to improve there productivity and increase the effectiveness and help..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6694851)

AA

Aditya A.

Customer Service Representative

> "Also, the billing dashboard isn’t the most straightforward to interpret."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974)

RR

Riley R.

Legal project analyst

> "Overall, my experience has been positive. Once everything was set up and the team got comfortable with it, the platform..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7104027)

EB

Eric B.

Salesforce Administrator

> "The cost of SF licenses can be prohibitive. "

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6504034)

Harshul S.

Sr Tech support Specialist for Network Operations

> "The interface clean once you learn it, and it easy to track customer issues from start - finish."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611)

BB

Bret B.

Estimator

> "Learning the interface and where and how to do things was challenging at first."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6666284)

Harshul S.

Sr Tech support Specialist for Network Operations

> "It also integrates well with other tools, which saves a lot of time."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7122611)

WT

Weronika T.

Manager

> "Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489)

VR

Verified Reviewer

IT Support Analyst

> "Service Cloud is a very flexible tool. Although I've only used it at my current company, it's very easy to see how it could..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7010803)

KT

Kremena T.

Executive Assistant

> "Cost: More expensive than some competitors1."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6489221)

VJ

Vershley J.

IT Consultant

> "Salesforce has always been on top of CRM and their service cloud is another powerful platform where after sales agent can..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6600570)

JM

Jayson M.

Founder

> "Salesforce in general is expensive."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6336220)

VR

Verified Reviewer

Salesforce Consultant

> "Service cloud was super helpful for out customer support."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7123341)

VR

Verified Reviewer

Sr. Network Engineer

> "New UI is a bit confusing and when the mail trail becomes long the comments are not auto updated."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3561529)

VR

Verified Reviewer

Digital Marketing

> "Our team did have to go through training to learn how to use, but most can use with no issues now."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7124053)

MS

Madhusudan S.

Software Engineer

> "The vast customisation choices offered by the platform may overwhelm or confuse certain users, which is a potential problem."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4591222)

VM

VINCE M.

Director of Maintenance

> "Ease of use and the basically unlimited customization that is possible."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7116196)

MO

Mohammad O.

Director

> "Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612701)

LMW

Lwin Mar W.

Marketing Director

> "Salesforce Service Cloud is the most reliable and accurate customer service tool."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6869081)

BG

Barkha G.

Customer Service Representative

> "Apart from that, the chat panel becomes slow when there are more than 3 active chats."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3594797)

WT

Weronika T.

Manager

> "One aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489)

DS

Douglas S.

President

> "My least favorite part is the financial management aspect of the program. While it is not horrible, it has a few issues..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4229951)

NM

Natalie M.

Analyst

> "Ease of use across departments, effective ticketing resolution and system, great access management for all levels in the..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788026)

TV

Travis V.

Field Engineer

> "This does not allow for certain items to be addressed without a higher tier of service."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3591069)

WT

Weronika T.

Manager

> "The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4818489)

HM

Hasan M.

Senior Manager

> "You will still need IT support as it is not something that can be easily configured by end business users."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3538493)

YG

Yoel G.

Sales Manager

> "It’s a powerful and reliable tool that helped streamline customer service operations and improve response times."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6768337)

JD

Julie D.

OAS

> "Sometimes it will overload and cause missed calls."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3579078)

Laura H.

Human Resources Generalist

> "Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues,..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___5039782)

MO

Mohammad O.

Director

> "This can be a disadvantage in areas with poor internet connectivity."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612701)

VR

Verified Reviewer

Advisor

> "Easy to use system, with step by step guidance to ensure a truly quality experience."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___7066146)

RP

Rachel P.

Underwriter

> "Unfortunately Salesforce Service Cloud can be extremely slow at sometimes."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3527175)

YG

Yoel G.

Sales Manager

> "What I liked the most about Salesforce Service Cloud was how centralized and customizable the platform is."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6768337)

LG

Letlet G.

Sales and Marketing

> "The cost of Service Cloud could also be a problem."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4610623)

QB

Quishea B.

Financial Forms Processor

> "Salesforce offers excellent tools for case management and it great to use with other platforms."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6584039)

NK

Naleen K.

Analyst

> "Interface needs to be improved and looks outdated."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4612875)

JM

Justin M.

Enablement Specialist

> "It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6085557)

BF

Brandy F.

Referrals Specialist

> "The constant glitches and technical issues"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3796769)

CA

Cassandra A.

Owner

> "It was easily trainable, able to be incorporated into our systems and customer service is great"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6740712)

MF

Michael F.

Owner

> "It takes a long time for my staff to learn how to use it. And it can be complicated."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4016987)

JM

Jayson M.

Founder

> "Approval processes are available which is particularly helpful when training new employees. "

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6336220)

AK

Ashutosh K.

Content Writer

> "Not that much that hamper my productivity but yes it run very slow sometimes."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4634064)

DC

Drew C.

Salesforce Application Administrator

> "Console apps make it easy to access all information in one easy to navigate location."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6691281)

JB

Justine B.

Director

> "This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web..."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3195349)

FM

Freyxa M.

Support Team Specialist

> "Really good for email and leads creation."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6815954)

Ngalla B.

CEO

> "It's a little expensive compared to other softwares and the services it offers."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4180228)

Gamze T.

Data Scientist

> "Overall, although costly, a great tool to maintain service management data sets."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6315603)

Lillian G.

Human Resources Generalist

> "It's a complex program with a lot to learn before you can use it effectively."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4583777)

MV

Magdalena V.

Consultant

> "Plenty of integrations, deeply adaptable to your business’ needs."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6390726)

PR

Phil R.

Photographer

> "The software is slow to load and the learning curve is steep."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4479230)

NB

Nicholas B.

Analyst

> "It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4909577)

VC

Vivia C.

Ops Manager

> "Hard to utilize the interface at times."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___3550054)

AA

Aditya A.

Customer Service Representative

> "That reliability is a big deal when you’re trying to help customers in real time."

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___6788974)

Jahnvi K.

Associate manager

> "This software can never be used without training, so that is a short coming"

[See full review](https://www.capterra.com/p/136189/Salesforce/#Capterra___4507903)

[View Reviews](https://www.capterra.com/p/136189/Salesforce/reviews/)

VR

Verified Reviewer

People Operations

> "Help Scout has a clean, intuitive interface that doesn't overwhelm users with unnecessary complexity - new team members can get..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___7133635)

MO

Meghann O.

Customer Success Manager

> "I don't love the recent updates and we often had technical issues of our webhook disabling."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6608555)

VR

Verified Reviewer

People Operations

> "It strikes a good balance between being feature-rich enough to handle real support volume and simple enough that the whole team can..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___7133635)

TP

Thomas P.

Head of Customer Success

> "They are constantly making poor decisions when designing updates."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6517003)

AB

Angelica B.

University Intern

> "Teams can work together on client queries using the software's collaborative inbox, which leads to quicker responses and more customer..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4835492)

SG

Shauna G.

packager

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

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6589281)

Emma B.

Senior Director Product Marketing

> "The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4987363)

VR

Verified Reviewer

Software Engineer

> "There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4367043)

FL

Fernando L.

Technical engineer

> "Collaboration features, such as ticket assignment and internal sharing of customer notes, have streamlined our team's communication."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___5065892)

AB

Angelica B.

University Intern

> "Periodic bugs and poor system performance have been reported by certain users, which can reduce productivity."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4835492)

VR

Verified Reviewer

Technical Support Specialist

> "It's a no frills help desk tool that gets out of your way and just lets you help your customers"

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6756047)

AB

Angelica B.

University Intern

> "Last but not least, the pricing structure can be a problem for startups or small firms with tight funds."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4835492)

Emma B.

Senior Director Product Marketing

> "It also facilitates reporting on key performance indicators for our business, such as average response and resolution times."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4987363)

Carine Sylvie T.

Remote administrative assistant

> "Too many functions can make it a little difficult for beginners to get to grips with the interface"

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6025105)

AB

Angelica B.

University Intern

> "Its user-friendly interface enables seamless ticket administration, providing effective and well-organized customer contact."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4835492)

AV

Amanda V.

Developer Administrative Assistant and more

> "Keeps disconnecting from apps and support couldn't fix it. "

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6002057)

JB

Jessica B.

Digital Content Creator

> "It increases efficiency in handling support through email."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6520600)

VR

Verified Reviewer

Information Technology Analyst

> "The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3255166)

FL

Fernando L.

Technical engineer

> "We like its user-friendly interface and intuitive ticketing system make it easy to manage customer queries and respond in a timely..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___5065892)

VR

Verified Reviewer

Backend developer

> "It has very limited features.pricing is a bit Higher and has limited language support."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4626019)

Lillian G.

Human Resources Generalist

> "Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4998922)

Erik W.

Executive Director

> "There were often conflict issues so we just turned it off, which is a shame because it's a major feature we had relied on."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3565437)

Lillian G.

Human Resources Generalist

> "Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4998922)

KW

Katarzyna W.

Technical Support Specialist

> "The chat is just not working that great, it was old-fashioned, hard to implement, and just overall not a great experience for both..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3535399)

Emma B.

Senior Director Product Marketing

> "I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4987363)

KF

Kenneth F.

Accounting

> "Furthermore, the customer service representatives appeared to be unfamiliar with product and its features."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4631517)

ZM

Zofia M.

Customer Success Lead

> "Collaborating with other team members using this tool is convenient."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6753581)

TA

Tusar A.

marketing manager

> "It's hard to spice up the customers."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4621339)

JB

Jessica B.

Digital Content Creator

> "Help scout raises the bar in great customer service."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6520600)

DM

David M.

Director

> "It feels like the ticketing system has now been abandoned as far as new development is concerned. "

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3347826)

ZM

Zofia M.

Customer Success Lead

> "There are no unnecessary distractions, and the navigation is easy."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___6753581)

RS

Ridge S.

IT Help Desk

> "It usually clears up after a bit, but for them to have just done a price increase for this product with no real enhancements (at least..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___2825487)

Emma B.

Senior Director Product Marketing

> "All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4987363)

Sam B.

Partner

> "In my opinion, it is overpriced."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3503317)

Aimee Rebekah S.

Director

> "Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4450830)

Sam B.

Partner

> "Help Scout is expensive."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___3503317)

VR

Verified Reviewer

Software Engineer

> "I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set..."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___4367043)

RS

Ridge S.

IT Help Desk

> "It likes to stop functioning from time to time."

[See full review](https://www.capterra.com/p/136909/Help-Scout/#Capterra___2825487)

[View Reviews](https://www.capterra.com/p/136909/Help-Scout/reviews/)

## User interface

4.46 (824)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)

4.61 (226)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

AI Copilot

207

Important

Alerts/Escalation

150

Important

API

120

Important

Salesforce Service Cloud

Top features

25/38

-   AI Copilot
-   Alerts/Escalation
-   API
-   Automated Routing
-   Autoresponders
-   Call Center Management
-   Chatbot
-   Collaboration Tools
-   Conversation Intelligence
-   CRM
-   Customer Portal
-   Customizable Fields
-   Dashboard
-   Data Security
-   Email Management
-   Gamification
-   Generative AI
-   Inbox Management
-   Interaction Tracking
-   IVR
-   Key Performance Indicators
-   Knowledge Base Management
-   Language Detection
-   Live Chat
-   Mobile Access
-   Multi-Channel Communication
-   Multiple Data Sources
-   Predictive Analytics
-   Queue Management
-   Real-Time Monitoring
-   Reporting & Statistics
-   Service Level Agreement (SLA) Management
-   Support Ticket Management
-   Surveys & Feedback
-   Task Automation
-   Third-Party Integrations
-   Video Chat
-   Voice Recognition

[See all features](https://www.capterra.com/p/136189/Salesforce/#features)

Help Scout

20/38

-   AI Copilot
-   Alerts/Escalation
-   API
-   Automated Routing
-   Autoresponders
-   Call Center Management
-   Chatbot
-   Collaboration Tools
-   Conversation Intelligence
-   CRM
-   Customer Portal
-   Customizable Fields
-   Dashboard
-   Data Security
-   Email Management
-   Gamification
-   Generative AI
-   Inbox Management
-   Interaction Tracking
-   IVR
-   Key Performance Indicators
-   Knowledge Base Management
-   Language Detection
-   Live Chat
-   Mobile Access
-   Multi-Channel Communication
-   Multiple Data Sources
-   Predictive Analytics
-   Queue Management
-   Real-Time Monitoring
-   Reporting & Statistics
-   Service Level Agreement (SLA) Management
-   Support Ticket Management
-   Surveys & Feedback
-   Task Automation
-   Third-Party Integrations
-   Video Chat
-   Voice Recognition

[See all features](https://www.capterra.com/p/136909/Help-Scout/#features)

### Recognition

Salesforce Service Cloud is recognized as a top-rated tool in 3 Capterra Shortlist reports

Help Scout is recognized as a top-rated tool in 4 Capterra Shortlist reports

### Deployment & support

Salesforce Service Cloud

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Help Scout

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Salesforce Service Cloud

-   By Salesforce
-   Located in United States
-   Founded in 2003

Help Scout

-   By Help Scout
-   Located in United States
-   Founded in 2011

## Popular Comparisons

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[4.40 (18,781)](https://www.capterra.com/p/61368/Salesforce/reviews/)

$25/month

Price

$25/month

4.4

Features

4.4

4.1

Ease of Use

4.0

[View full comparison](https://www.capterra.com/compare/61368-136189/Salesforce-vs-Salesforce)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$55/month

Price

$39/month

4.3

Features

4.4

4.7

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/136909-164283/Help-Scout-vs-Zendesk)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[4.41 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/)

$25/month

Price

$39/month

4.4

Features

4.4

4.1

Ease of Use

4.3

[View full comparison](https://www.capterra.com/compare/136189-164283/Salesforce-vs-Zendesk)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,416)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$55/month

Price

$19/month

4.3

Features

4.3

4.7

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-136909/Freshdesk-vs-Help-Scout)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$25/month

Price

$15/month

4.4

Features

4.6

4.1

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-136189/LiveAgent-vs-Salesforce)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[4.67 (1,780)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

$55/month

Price

$15/month

4.3

Features

4.6

4.7

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/102188-136909/LiveAgent-vs-Help-Scout)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/)

$25/month

Price

$25/month

4.4

Features

4.5

4.1

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/62194-136189/LiveChat-vs-Salesforce)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[Milvus](https://www.capterra.com/p/202528/Milvus/)[4.84 (298)](https://www.capterra.com/p/202528/Milvus/reviews/)

$55/month

Price

R$35/month

4.3

Features

4.7

4.7

Ease of Use

4.8

[View full comparison](https://www.capterra.com/compare/136909-202528/Help-Scout-vs-Milvus)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[4.50 (3,416)](https://www.capterra.com/p/124981/Freshdesk/reviews/)

$25/month

Price

$19/month

4.4

Features

4.3

4.1

Ease of Use

4.5

[View full comparison](https://www.capterra.com/compare/124981-136189/Freshdesk-vs-Salesforce)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[4.51 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/)

$55/month

Price

$20/month

4.3

Features

4.5

4.7

Ease of Use

4.4

[View full comparison](https://www.capterra.com/compare/136909-169505/Help-Scout-vs-Zoho-Desk)

[Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[4.46 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/)

vs

[Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/)[4.37 (5,820)](https://www.capterra.com/p/157279/Dynamics-365/reviews/)

$25/month

Price

$50/month

4.4

Features

4.3

4.1

Ease of Use

4.1

[View full comparison](https://www.capterra.com/compare/136189-157279/Salesforce-vs-Dynamics-365)

[Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[4.61 (226)](https://www.capterra.com/p/136909/Help-Scout/reviews/)

vs

[LiveChat](https://www.capterra.com/p/62194/LiveChat/)[4.64 (1,721)](https://www.capterra.com/p/62194/LiveChat/reviews/)

$55/month

Price

$25/month

4.3

Features

4.5

4.7

Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/62194-136909/LiveChat-vs-Help-Scout)