# Help Scout Software 2026: Features, Integrations, Pros & Cons | Capterra > Capterra's in-depth exploration of Help Scout Software's capabilities reveals its suitability for various software needs and provides a comprehensive overview of Help Scout Software pricing, features, integrations, and potential alternatives. Source: https://www.capterra.com/p/136909/Help-Scout --- # Help Scout Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 13, 2025 Written byAndrew Blair Andrew Blair Content Analyst Andrew Blair is a content analyst at Capterra, covering marketing, cybersecurity, and emerging technologies across industries. His research and data insights for small and midsize businesses have been featured in SBS Media, IT Brief Australia,... [See bio & all articles](https://www.capterra.com/resources/author/andrew-blair/) Content Analyst Edited byMehar Luthra Mehar Luthra Content Editor Mehar has been a team lead at Capterra for nearly three years, helping shape educational articles, thought leadership research reports, and content designed to help businesses compare software to find the best fit. She's spent nearly a decade... [See bio & all articles](https://www.capterra.com/resources/author/mehar-luthra/) Content Editor Written by [Andrew Blair](https://www.capterra.com/resources/author/andrew-blair/) Content Analyst Andrew Blair is a content analyst at Capterra, covering marketing, cybersecurity, and emerging technologies across industries. His research and data insights for small and midsize businesses have been featured in SBS Media, IT Brief Australia, and Technology Decisions media publications. Edited by [Mehar Luthra](https://www.capterra.com/resources/author/mehar-luthra/) Content Editor Mehar has been a team lead at Capterra for nearly three years, helping shape educational articles, thought leadership research reports, and content designed to help businesses compare software to find the best fit. She's spent nearly a decade in the editorial space, having served as a content writer, editor, editorial head, and now as a team lead. [Key takeaways](#key-takeaways)[Our verdict](#our-verdict)[Alternatives](#alternatives)[Interface](#interface)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Help Scout Help Scout Overview: ### Key takeaways Insights from verified Capterra reviews Help Scout helps manage customer support through email-based workflows and ticketing tools. It’s most used in the software services, health, and consumer service industries. You’ll value the fast onboarding and structured inbox, though recent user interface changes may cause some friction. Advanced permissions and integrations with customer relationship management (CRM) platforms support scaling, while new AI reply suggestions improve response speed. ### Our verdict It suits teams that prioritize fast onboarding and structured support workflows. Its contact-based pricing and unlimited user model offer flexibility, but buyers should weigh trade-offs like limited customization and knowledge base constraints. The platform’s recent updates show a clear focus on improving inbox efficiency and AI-assisted replies, though some interface changes may require workflow adjustments. Top alternative Featured Overall rating Based on 225 user reviews Reviews sentiment Positive 94% Neutral 6% Negative 0% Starting price $55 Flat Rate, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Help Scout?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.helpscout.com&name=Help Scout) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Help Scout 4.6 (225) VS. [4.4 (18,766)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting Price $55 Flat Rate, Per Month Starting Price $25 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.7 (213) Ease Of Use 4.0 (18,101) Value For Money 4.4 (137) Value For Money 4.0 (12,790) Customer Service 4.7 (164) Customer Service 4.1 (14,022) ## Help Scout alternatives Help Scout may not fit teams seeking deeper customization, broader integration options, or more granular control over knowledge base design and service level agreement (SLA) tracking. Explore other tools that better align with your workflow preferences and operational priorities. [4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.6 (1,713)](https://www.capterra.com/p/62194/LiveChat/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars Highest Rated [4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (3,408)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/136909/Help-Scout/alternatives/) ## Help Scout's interface The interface is built for simplicity, with a clean inbox layout and an intuitive ticketing flow that supports fast onboarding. However, some reviewers report friction with recent user interface (UI) updates, citing hidden actions and reduced shortcut functionality that slow down routine tasks. 2+ Andrew Blair Content Analyst Help Scout’s inbox makes it easy to categorize tickets and track performance. The clean layout helps teams stay on top of tasks, but recent changes to shortcuts and navigation panels have disrupted familiar routines. If speed and consistency matter most, expect an adjustment period. Ease of Use 4.7 (213) 4.7 Based on 213 reviews ## Key features View by: These features have been rated as most important by users based on their reviews. View by: Get Advice We can help you find the software with the features you need. Andrew Blair Content Analyst The top-rated ticketing features support fast-paced support teams by simplifying task flow and improving visibility. These tools help reduce response lag and make it easier to manage customer interactions without overwhelming agents or losing track of issues. Features 4.3 (190) 4.3 Based on 190 reviews Reviewers rated these Help Scout features the highest. Our commentary is based on reviewer sentiment and collective feedback from reviews published in the past two years. Support ticket management 4.4 (31) 31 reviewers rated this feature Assign, track, and resolve customer issues efficiently. It offers clarity and responsiveness in managing support workflows, especially for lean teams handling high volumes. Ticket management 4.3 (32) 32 reviewers rated this feature Organize incoming requests and streamline resolution processes. Users value its structured inbox and tagging system, which simplifies prioritization and improves visibility across support channels. Salesforce, Jira, and HubSpot apps 0 reviewers rated this feature Integrate Help Scout with leading CRM and project management platforms to centralize customer data and streamline workflows across tools. These integrations help teams reduce context switching and maintain continuity across support channels. Custom fields 0 reviewers rated this feature Add structured data to conversations to support tagging, filtering, and reporting. Teams use custom fields to track issue types, customer segments, or priority levels, enabling more targeted responses and better operational insights. Advanced permissions 0 reviewers rated this feature Control access to inboxes, docs sites, and settings based on roles. This feature helps larger teams maintain security and accountability by limiting visibility and editing rights to only what’s necessary. Restricted docs sites 0 reviewers rated this feature Limit access to internal knowledge bases for specific teams or roles. This ensures sensitive documentation is only available to authorized users, supporting compliance and internal process control. Company management 0 reviewers rated this feature View all contacts and conversations tied to a company in one place. Teams can add company details to ‘Views’ and filters, helping them respond faster and with more context. (Released in August 2025) AI answer suggestions 0 reviewers rated this feature Automatically generate reply suggestions based on previous conversations. Agents can approve, tweak, or skip with a click, improving consistency and speeding up response times. (Released in August 2025) Column setup copy 0 reviewers rated this feature Create a preferred column layout and apply it across multiple ‘Views’. This helps teams maintain consistency and save time when organizing inbox workflows. (Released in August 2025) Conversation list actions 0 reviewers rated this feature Assign, change status, or snooze conversations directly from the list view with a hover. This speeds up inbox triage and reduces clicks. (Released in August 2025) All key features (84) Define levels of authorization for access to specific files or systems 23.53% of 17 reviewers that rated this feature as important or highly important Control access to inboxes, docs sites, and settings based on roles. This feature helps larger teams maintain security and accountability by limiting visibility and editing rights to only what’s necessary. 0 reviewers rated this feature Automatically generate reply suggestions based on previous conversations. Agents can approve, tweak, or skip with a click, improving consistency and speeding up response times. (Released in August 2025) 0 reviewers rated this feature Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges 75.00% of 4 reviewers that rated this feature as important or highly important Application programming interface that allows for integration with other systems/databases 66.67% of 3 reviewers that rated this feature as important or highly important Moving and separately storing data that is not actively used or continuous storage of data for compliance purposes 0% of 0 reviewers... Tickets are automatically assigned to specific agents based on predefined rules 50.00% of 6 reviewers that rated this feature as important or highly important Create and automatically send premade copy in response to customer messages 0% of 0 reviewers... Shortcuts for inputting frequently used messages 0% of 0 reviewers... Create and manage digital catalog of products/services with their details, specifications, and price 0% of 0 reviewers... Communicate using direct chat or messages within the system 0.00% of 7 reviewers that rated this feature as important or highly important AI-based platform which conducts a conversation via auditory or textual methods 0% of 0 reviewers... Provides a channel for team members to share media files, communicate, and work together 0% of 0 reviewers... Create a preferred column layout and apply it across multiple ‘Views’. This helps teams maintain consistency and save time when organizing inbox workflows. (Released in August 2025) 0 reviewers rated this feature Manage and track all internal and external communication conducted via calls, email, text, or chat 0% of 0 reviewers... View all contacts and conversations tied to a company in one place. Teams can add company details to ‘Views’ and filters, helping them respond faster and with more context. (Released in August 2025) 0 reviewers rated this feature Configure existing workflows to meet your organization's needs 0% of 0 reviewers... Centralized database of stakeholders and their contact information such as names, address, phone number etc. 0% of 0 reviewers... Manage, organize, and store contact information 0.00% of 1 reviewers that rated this feature as important or highly important Assign, change status, or snooze conversations directly from the list view with a hover. This speeds up inbox triage and reduces clicks. (Released in August 2025) 0 reviewers rated this feature Add structured data to conversations to support tagging, filtering, and reporting. Teams use custom fields to track issue types, customer segments, or priority levels, enabling more targeted responses and better operational insights. 0 reviewers rated this feature Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. 0% of 0 reviewers... A collection of customer information such as contact details, demographics, previous interactions, etc. 14.29% of 7 reviewers that rated this feature as important or highly important Access previous interactions or concerns to maintain customer relationships 0% of 0 reviewers... Add customized logos and colors to align with company branding 33.33% of 3 reviewers that rated this feature as important or highly important Customize data fields to support various needs and use cases 0.00% of 1 reviewers that rated this feature as important or highly important Alter the layout and content of reports 0% of 0 reviewers... Pre-designed layouts that can be customized to match preferences and requirements 0% of 0 reviewers... Assembly of graphs and charts for visualizing and tracking statistics/metrics 0% of 0 reviewers... Import and export data to and from software applications 0% of 0 reviewers... Store, manage, and track all electronic documents in a centralized location 0.00% of 5 reviewers that rated this feature as important or highly important Store and organize documents in a centralized system 100.00% of 1 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps 62.50% of 16 reviewers that rated this feature as important or highly important Ability to oversee and optimize the operations of a mail server 33.33% of 6 reviewers that rated this feature as important or highly important Pre-made examples and templates for emails 0% of 0 reviewers... Predefined actions automatically performed on the occurance of specific events 0% of 0 reviewers... Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service 0% of 0 reviewers... Primarily serving startup companies 0% of 0 reviewers... Search for specific words or phrases within a document or database 66.67% of 6 reviewers that rated this feature as important or highly important Managing service requests, incidents, IT issues & support with a ticketing system 100.00% of 2 reviewers that rated this feature as important or highly important Organize, prioritize, and manage incoming communications 37.50% of 8 reviewers that rated this feature as important or highly important Track interaction history by documenting conversations for contacts 66.67% of 6 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support 45.83% of 24 reviewers that rated this feature as important or highly important Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills 50.00% of 2 reviewers that rated this feature as important or highly important Store information about leads or contacts and track, manage and nurture them throughout the sales process 0% of 0 reviewers... Ability to chat online in real time 37.50% of 8 reviewers that rated this feature as important or highly important Templated responses for responding quickly to recurring support requests 0.00% of 2 reviewers that rated this feature as important or highly important Access software remotely via mobile devices 60.00% of 10 reviewers that rated this feature as important or highly important Access the system via a mobile application 0% of 0 reviewers... Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. 0.00% of 4 reviewers that rated this feature as important or highly important Manage and support multiple languages 0% of 0 reviewers... Allow multiple users with individual logins and varying permissions to use the same account, software, portal, or service 0% of 0 reviewers... A set of indicators that tracks the performance of networks, applications, systems, teams, etc. 100.00% of 1 reviewers that rated this feature as important or highly important Arrange tasks based on the level of priority or urgency 100.00% of 4 reviewers that rated this feature as important or highly important Streamlining repetitive tasks and activities through automated and predefined workflows 0% of 0 reviewers... Monitor wait time and abandonment for incoming requests that have not been routed 57.14% of 7 reviewers that rated this feature as important or highly important Engage in direct, instant messaging with customers, users, etc. 0% of 0 reviewers... Engage in direct, instant messaging with consumers 11.11% of 9 reviewers that rated this feature as important or highly important Active monitoring of systems, applications, or networks 0% of 0 reviewers... Notifications that are delivered to users as soon as an event occurs 44.44% of 18 reviewers that rated this feature as important or highly important Active reporting of data and metrics 0% of 0 reviewers... Collection, analysis, and representation of numerical data and generation of reports to understand various patterns 100.00% of 1 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data 27.27% of 11 reviewers that rated this feature as important or highly important Planning and managing of resources and procedures to mitigate the impact of events and incidents 0.00% of 2 reviewers that rated this feature as important or highly important Limit access to internal knowledge bases for specific teams or roles. This ensures sensitive documentation is only available to authorized users, supporting compliance and internal process control. 0 reviewers rated this feature Plan daily routes to optimize employee scheduling and provide directions 0% of 0 reviewers... Integrate Help Scout with leading CRM and project management platforms to centralize customer data and streamline workflows across tools. These integrations help teams reduce context switching and maintain continuity across support channels. 0 reviewers rated this feature Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. 0% of 0 reviewers... Search and filter data across systems to locate required information by entering keywords or certain criteria 16.67% of 6 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information 50.00% of 2 reviewers that rated this feature as important or highly important An email inbox that can be accessed and managed by multiple individuals 0% of 0 reviewers... Add and maintain centralized email signature(s) across an organization 0% of 0 reviewers... Allow users to access multiple services after entering their login credentials once 0% of 0 reviewers... Filters used to determine different types of malware threats 25.00% of 4 reviewers that rated this feature as important or highly important Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access 0% of 0 reviewers... Assign, track, and resolve customer issues efficiently. It offers clarity and responsiveness in managing support workflows, especially for lean teams handling high volumes. 31 reviewers rated this feature Track the status of support tickets/escalations as they move through the service queue 75.00% of 4 reviewers that rated this feature as important or highly important Gauge satisfaction and receive information for improvement and success 0% of 0 reviewers... Attach digital tags to documents and assets for identification, search, or monitoring purposes 0% of 0 reviewers... Edit text as needed 20.00% of 5 reviewers that rated this feature as important or highly important Set up connections to third-party platforms to improve business processes 0% of 0 reviewers... Organize incoming requests and streamline resolution processes. Users value its structured inbox and tagging system, which simplifies prioritization and improves visibility across support channels. 32 reviewers rated this feature An extended application or connector that enables users to perform additional services with their current set of tools 0% of 0 reviewers... Create, design and manage workflows for repetitive tasks 50.00% of 4 reviewers that rated this feature as important or highly important Get Advice We can help you find the software with the features you need. Andrew Blair Content Analyst The top-rated ticketing features support fast-paced support teams by simplifying task flow and improving visibility. These tools help reduce response lag and make it easier to manage customer interactions without overwhelming agents or losing track of issues. Features 4.3 (190) 4.3 Based on 190 reviews ## Pricing Value for money 4.4 (137) Help Scout’s Standard plan starts at $50 per month for up to 100 contacts billed annually or $55 billed monthly, while the Plus plan is $75 per month for the same contact volume billed annually. Pricing is below the average small and midsize business (SMB) budget of $290–$435 per month. All plans include unlimited users, with costs scaling by contact tier. Free Trial Free Version [View pricing plan details](https://www.capterra.com/p/136909/Help-Scout/pricing/) Standard $55.00 Flat Rate,Per Month It includes: - Multiple Inboxes and Docs sites - API and 100+ integrations - Advanced Reports - Surveys & NPS - CSAT ratings - Customer Properties - Custom site branding - Custom apps Plus $83.00 Flat Rate,Per Month It includes: - Salesforce, Jira, HubSpot apps - Custom Fields - Advanced Permissions - Teams - Advanced Views & Workflows - Restricted Docs sites - Reporting API endpoints Value for money 4.4 (137) 4.4 Based on 137 reviews ## Integrations Help Scout connects with CRM, communication, eCommerce, and analytics platforms. These integrations, offered through a mix of native and third-party links, help unify workflows and reduce manual updates across support and operations. Popular integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Trello](https://www.capterra.com/p/211559/Trello/)[ Mailchimp](https://www.capterra.com/p/110228/MailChimp/)[ Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ WordPress](https://www.capterra.com/p/131687/WordPress/)[ Asana](https://www.capterra.com/p/184581/Asana-PM/)[ Gmail](https://www.capterra.com/p/202338/Gmail/) Andrew Blair Content Analyst Linking it with CRM, communication, eCommerce, and analytics tools helps cut down manual updates and keeps workflows connected. This unified approach helps teams respond faster and maintain context across support and operations. 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. ## Support, customer service and training options Customer Service 4.7 (164) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.7 (164) 4.7 Based on 164 reviews ## User reviews Overall rating 4.6 Based on 225 reviews Filter by rating 5(150) 4(61) 3(13) 2(0) 1(1) Mentioned topic Sorted by most recent JS Josh S. IT Coordinator Legal Services ### "A great, cost effective help desk tool" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 May 22, 2025 Pros Lightweight help desk portal for our team to collaborate on tickets and create articles for future reference Cons No easy option for dark mode theme; HTML on the portal breaks some signatures; have to refresh the page often for notification badges to display properly. Switched from [DoneDone](https://www.capterra.com/p/130775/DoneDone/) They did not have what we were looking for. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. CB CJ B. Director of Customer Advocacy Health, Wellness and Fitness ### "Let Help Scout Help You!" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 April 8, 2025 Couldn't imagine my job without it. Makes customer service so much easier! Pros Saved replies are a giant help! Reports help keep tabs on productivity and quality assurance. The new AI features takes a lot of the anxiety out of how to respond in a respectful and professional manner. Cons I would love to see a possible integration with MindBody software. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Help Scout It's been so long, I honestly can't remember. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User Technical Support Specialist Computer Software ### "A minimal yet powerful tool for customer support by a support centric team" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 March 25, 2025 Help Scout is a great tool made for customer support by customer support. They build great features that directly benefit our support team, and when any issues arise they are responsive and open to changes to help improve the experience for everyone. Pros It's a no frills help desk tool that gets out of your way and just lets you help your customers Cons The reporting isn't as advanced as some tools out there. Switched from [Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/) Desk got acquired and we didn't like where their features were going. We wanted to support a company with values that aligned better with ours. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reasons for choosing Help Scout Ultimately it was too much for what we needed. Apart from the price point being too high, it was also getting really complicated. More geared towards enterprise customers. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. ZM Zofia M. Customer Success Lead Information Technology and Services ### "Easy and effective client communication " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 24, 2025 I use it for my everyday work in customer service, and I love it. There are no unnecessary distractions, and the navigation is easy. Collaborating with other team members using this tool is convenient. Pros Clear and intuitive design is what i like most. While beginners don’t need instructions to get started, they are readily available and easy to access. Cons When the internet connection is intermittent or weak, I find it difficult to use the system effectively, and I sometimes lose email drafts as well. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. TK Taylor K. Engineer Hospitality ### "Help Scount - helping you" 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 February 22, 2025 Overall, I haven't had the greatest luck while navigating through Help Scout, it needs some work to be a stronger platform. Pros The automated reply's are typically useful and lead to a good start when live chatting. Cons Help Scout needs some improvements before being a productive platform. It is not yet very integrated. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MO Meghann O. Customer Success Manager Computer Software ### "It was ok for a while but seems to have gotten worse over time" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 2.0 2.0 Customer Service 2.0 2.0 Likelihood to Recommend 6/10 December 4, 2024 Pros It's easy to search, tag people/teams, and assign tickets. It also integrates well with our CRM. Cons It's often hard to follow threads and be able to see the initial conversation. I don't love the recent updates and we often had technical issues of our webhook disabling. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SB Stephen B. CEO Capital Markets ### "Sold tool to respond to customers" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 November 23, 2024 We have that standard veriosn which is for 100 contracts a month. So far so good. Its been two months and we will be moving to the plus version Pros Keeps all customer communications in one place - allow us to respond to customers in almost real time Cons You have to pay more for intergrations into a crm Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SG shauna g. packager Medical Devices ### "user friendly" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 November 22, 2024 somewhat happy could use some more changes Pros I like that it helps me save time and convenient. Cons I have trouble when I try to use the mobile app. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JB Jessica B. Digital Content Creator Broadcast Media ### "Help scout works so efficiently; the customer service is top notch." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 October 2, 2024 Help scout raises the bar in great customer service. Pros It increases efficiency in handling support through email. Cons My favourite part is the customer service. They handle technical issues in a superb manner. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. KB Kitti B. Head of Customer Success E-Learning ### "Simple with some great recent improvements" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 7/10 October 1, 2024 Pros Easy to manage inboxes, AI features and managing guides Cons Communication history gets lost sometimes and customer replies don't appear Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/136909/Help-Scout/reviews/) ## FAQs Help Scout uses contact-based billing. Plans start at $50 per month for up to 100 contacts billed annually or $55 billed monthly. Pricing scales based on the number of unique contacts helped each month, not per user. Yes. Help Scout’s Free plan includes up to 50 contacts per month, unlimited users, a shared inbox, Docs knowledge base, and an AI-powered help widget. It’s designed for individuals or very small teams. Help Scout supports over 100 integrations across CRM, eCommerce, analytics, and communication tools. These include both native and third-party connections, accessible via its app directory and application programming interfaces (APIs). Yes. Help Scout offers advanced permissions, multiple inboxes, and custom fields to tailor workflows for different departments. Teams can also restrict Docs sites and configure views based on roles. Yes. Help Scout’s unlimited user model, contact-based billing, and automation features like workflows and AI replies make it suitable for growing teams managing high support volumes. Yes. Help Scout includes live chat via its Beacon widget, which also integrates with the Docs knowledge base and AI Answers. Teams can manage chat, email, and self-service from one interface. Help Scout offers built-in reporting tools that track volume, response time, and team performance. Advanced reporting is available on higher-tier plans, with up to two years of data history. Yes. Teams can use Help Scout’s Docs and Beacon features independently. Email forwarding is optional and can be configured later if teams choose to manage support email through the platform. Help Scout offers HIPAA compliance on its Pro plan. Organizations must sign a business associate agreement (BAA) to activate HIPAA protections and meet regulatory requirements. Yes. Help Scout allows teams to create multilingual docs sites and customize content using CSS and JavaScript. This helps businesses support global audiences with localized help centers. ### Have more questions? Connect with one of our advisors for a free consultation and save time in your software search. ## Sources - **Capterra reviews data:** Capterra reviews are collected from Help Scoutusers for individual software products. [Learn more about how we source our data](https://www.capterra.com/resources/proprietary-data-research/). - **Capterra Shortlist:** Capterra Shortlist identifies the top products in our software categories based on a proprietary blend of user ratings and popularity. [Read the complete methodology here](https://www.capterra.com/resources/proprietary-data-research/#capterra-shortlist-methodology). - This product information came from Help Scout’s own online content in October 2025, including the product's website and its social media channels. ## Related reading ### [Capterra Value Report: A Price Comparison Guide for Help Desk Software](https://www.capterra.com/resources/help-desk-software-pricing-report/) Published June 25, 2024 by [Himanshi Arora](https://www.capterra.com/resources/author/himanshi-arora/) and [Ayush Mohan Dixit](https://www.capterra.com/resources/author/ayush-mohan-dixit/) ### [6 Top-Rated AI-Enabled Tools for Customer Service](https://www.capterra.com/resources/top-ai-customer-service-tools/) Published March 1, 2024 by [Saumya Srivastava](https://www.capterra.com/resources/author/ssrivastava/) ### [How To Scale Your Customer Service Operations: A CX Pro’s Roadmap](https://www.capterra.com/resources/ai-powered-customer-service/) Published August 14, 2024 by [Niels Juist](https://www.capterra.com/resources/author/niels-juist/) and [Shep Hyken](https://www.capterra.com/resources/author/shep-hyken-guest-contributor/) Popular comparisons [Zendesk Suite vs Help Scout](https://www.capterra.com/compare/136909-164283/Help-Scout-vs-Zendesk)[LiveChat vs Help Scout](https://www.capterra.com/compare/62194-136909/LiveChat-vs-Help-Scout)[LiveAgent vs Help Scout](https://www.capterra.com/compare/102188-136909/LiveAgent-vs-Help-Scout)[Freshdesk vs Help Scout](https://www.capterra.com/compare/124981-136909/Freshdesk-vs-Help-Scout)[Tidio vs Help Scout](https://www.capterra.com/compare/136909-144040/Help-Scout-vs-Tidio-Chat)[Zoho Desk vs Help Scout](https://www.capterra.com/compare/136909-169505/Help-Scout-vs-Zoho-Desk)[Intercom vs Help Scout](https://www.capterra.com/compare/134347-136909/Intercom-vs-Help-Scout)[Milvus vs Help Scout](https://www.capterra.com/compare/136909-202528/Help-Scout-vs-Milvus) [HelpDesk vs Help Scout](https://www.capterra.com/compare/136909-185973/Help-Scout-vs-HelpDesk)[Salesforce Service Cloud vs Help Scout](https://www.capterra.com/compare/136189-136909/Salesforce-vs-Help-Scout)[Bitrix24 vs Help Scout](https://www.capterra.com/compare/113540-136909/Bitrix24-vs-Help-Scout)[Yonyx vs Help Scout](https://www.capterra.com/compare/130406-136909/AGI-Self-Service-vs-Help-Scout)[Front vs Help Scout](https://www.capterra.com/compare/132901-136909/Front-vs-Help-Scout)[Supportbench vs Help Scout](https://www.capterra.com/compare/136909-155934/Help-Scout-vs-Supportbench)[JIRA Service Management vs Help Scout](https://www.capterra.com/compare/136909-227102/Help-Scout-vs-JIRA-Service-Management)  Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)