# FreeScout Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Is FreeScout the right Help Desk solution for you? Explore 13 verified user reviews from people in industries like yours to make a confident choice.

Source: https://www.capterra.com/p/208727/FreeScout/reviews

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FreeScout

4.2 (13)

[View alternatives](https://www.capterra.com/p/208727/FreeScout/alternatives/)

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Last updated March 13th, 2026

# Reviews of FreeScout

Ease of use

4.2

Customer Service

3.5

## Showing most helpful reviews

Showing 1-13 of 13 Reviews

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Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Yann B.  
Product Manager  
Information Technology and Services  
Used the software for: 2+ years

### "Freescout is an absolute gem for my use case"

August 29, 2024

5.0

I value easy of use a lot, as this is something that I'll be using in potentially stressful situation I don't need a ticketing system to get in the way. Freescout is efficient, straight to the point, and let me manage incoming support requests without any burden.

Pros

The minimalist and clean interface is actually what brought me to test it, I can't stand those over complicated products with no ergonomic or pleasant user experience.

Cons

It's hard to answer really, Freescout is an exceptional fit for what I was after. I don't even find a reason to critic the cost per modules as most are dirt cheap and one time payment.

Alternatives considered

[osTicket](https://www.capterra.com/p/125118/osTicket/)

Reason for choosing FreeScout

I spent a few hours trying to setup osticket, really it was complicated. It seems powerful and probably has more features than Freescout, maybe it makes sense in more complex organizations, but it wasn't for me. And the interface isn't really appealing.

Review Source

SJ

Shrinkhala J.  
Project Consultant  
Management Consulting  
Used the software for: 1-2 years

### "Most promising Helpdesk and Ticket management solution platform for businesses !"

February 3, 2023

5.0

Well, it's great till date. The best platform for managing the query tickets in most structured and seamless manner with timely tracking and resolution for ultimate customer satisfaction. It helped in managing the escalation matrix between the different verticals in most structured way possible. Also, it is a light platform and does not pose any issue while deployment and functioning. It never hangs and run so smooth that it has attracted many. The notifications, commands, conversational tracking and record management is done in seamless way on this unified platform.

Pros

It is a lightweight software with great integration capacity and compatibility with any window server. It never lags or slow down. It is an open source ticket management solution platform with great features for wide utility. The email management is done seamlessly and in quick mode. The privacy setting and management is just great and helps in ensuring end to end tight security and compliance. The platform also provides complete analytics and helps in bringing in full tracking real time for managing the tickets and queries in time bound manner

Cons

No problem faced till now. One of the best available ticket management and email management solution for businesses. It is slightly high on part of subscription costing which can be reduced further to have better traction of new clients. Also, the version of the platform should be upgraded with more embedded features to stay relevant in the market.

Alternatives considered

[versaSRS HelpDesk](https://www.capterra.com/p/23415/versaSRS-HelpDesk/)[Alcea Helpdesk](https://www.capterra.com/p/163894/FIT-HelpDesk/)[Alloy Navigator](https://www.capterra.com/p/108129/Alloy-Navigator/)[Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)

Reason for choosing FreeScout

FreeScout is an open source ticket management platform with numerous functionalities and features which provides an edge to the software. Also, it is globally available. The interaction with their customer support and business team was worth remembering as they were highly supportive and responsive. Also, the platform never slows down or lags. It is best of all due to its high efficiency and improved performance output.

Review Source

LD

Lukasz D.  
CEO  
Health, Wellness and Fitness  
Used the software for: 6-12 months

### "Good if you're technical and don't mind some limitations!"

January 14, 2023

3.0

Reasonably good, but eventually decided to pay for another solution to make sure I can rely on it.

Pros

It was free and allowed me to play with it to achieve the goal I was after - ticketing management system.

Cons

Had to pay extra for necessary features, had no support behind it and was tricky to set up and then move to another server, which was a must for me.

Reason for choosing FreeScout

Price point.

Switched from

[Gmail](https://www.capterra.com/p/202338/Gmail/)

Wanted to separate email from customer tickets.

Review Source

SB

Sam B.  
Partner  
Logistics and Supply Chain  
Used the software for: 6-12 months

### "Free Scout is the best shared inbox for small businesses, IF you can handle self hosted apps. "

May 31, 2022

4.0

When Free Scout is working, no complaints. When it is not, be prepared to spend your time fixing it, because the developers don't have your back the same way hosted services do. No shame on the developers, but their support is minimal.

Pros

As a long-time Help Scout user, I've seen them increase their price multiple times, but the capabilities have maintained relatively the same. Help Scout offers the same functionality at a fraction of the cost. If you are looking for a shared inbox, Free Scout and Help Scout are your only viable options, in my opinion. 100% Free Scout is the most practical choice if you can handle your deployment and system management. This app has made it incredibly easy for me to manage my departments because it allows all email communication to run through a single platform. The added modules are well worth the price if you decide you need their features and are relatively easy to deploy. The community around the app is also active enough on their Github page, so if you are struggling, it won't feel like you are the only one using the app. For what it costs and can do, I will forever recommend Free Scout for those capable of deploying it.

Cons

I mentioned in my Pros of this review that it is excellent for those capable of deploying it. Unfortunately, I would not call myself one of those people. I found a company in India that offered Free Scout hosting and support and paid a minimal fee for them to manage it for me. They ended up closing their doors, and it left me in a position where I needed to migrate the database from their server to mine. Once I regained control, I needed to find a developer who would provide ongoing support and oversight so I didn't screw anything up. This proved to be a challenge because the monthly rate most qualified (offshore) developers wanted was more expensive than just paying for Help Scout. Fortunately, I solved my problem, but this is the biggest con for those who don't have access to developers for continuous support. While I love using Free Scout, and I don't believe I will leave them, my stress lives in the fact that I need to rely on someone else (not a company with a strong enough reputation, like Help Scout) to keep my most important mode of communication up to and running.

Switched from

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

Help Scout ended up being too expensive, and they kept changing their pricing, even after guaranteeing we would stay at our fixed rate.

Review Source

Frederic S.  
CEO  
Information Technology and Services  
Used the software for: 2+ years

### "Best ticketing system on the market"

October 2, 2020

5.0

We are using Freescout for almost 2 years now and we will not change it soon... We tried other solutions but this one is the best for one reason: you are in charge of your data and application. If they disappear tomorrow, you can still use it and update it, it is an open source project. Except from the cost of the server, there is no monthly fee. Highly recommended!

Pros

First, I love that Freescout is open source, paid modules are optional and you can pick and choose what you want to implement. Also, modules are one time fee and lifetime updates & support. FS is super easy to use for clients and support team. Clients are only using email which is perfect, no need to log into another portal and remember username and password. The support is amazing and fast. The application is fast, responsive and clean. No extra features that are not needed and bloat the app.

Cons

Freescout is in constant progress and some features are missing like a knowledge base or API but they are listening and those are in the roadmap.

Switched from

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

Cost per user, per month and owning our data.

Review Source

AF

Aaron F.  
DevOps Manager  
Information Technology and Services  
Used the software for: 2+ years

### "The ideal ticketing solution with plenty of module options"

September 12, 2023

5.0

Freescout enables us an easy to manage self hosted ticketing system which effectively handles our ticket queue needs and quick processing of all tickets.

Pros

Freescout is super easy to deploy, use and manage with all parts of our business using the solution and also has frequent updates keeping the solution fresher than costly alternatives.

Cons

Sometimes the odd small bug and quite a few modules, would be good to have a bundle we can buy all the modules in one go but otherwise super easy to add what you need.

Review Source

Tim S.  
IT Betreuer  
Hospitality  
Used the software for: 1-2 years

### "perfect fit for small businesses"

October 3, 2021

5.0

Pros

\- open source, so it´s free - new modules - active development

Cons

\- some attachments like audio, video and image files should be played or be viewed without downloading - deleting a conversation should delete all mails in the mail account

Review Source

MO

Magdalena O.  
Manager  
Health, Wellness and Fitness  
Used the software for: 6-12 months

### "Ok, but lacked certain aspects of paid tools"

February 2, 2023

4.0

Was okay, would've stayed if there was some support and more dependability

Pros

Free and easy to use, once set up was done by admins.

Cons

Getting stuck and difficult to move to another platform.

Switched from

[Gmail](https://www.capterra.com/p/202338/Gmail/)

One stop shop

Review Source

SS

Sam S.  
Director  
Information Technology and Services  
Used the software for: 1-2 years

### "Best alternative open source shared mailbox"

August 26, 2020

5.0

Overall FreeScout is best open source alternative for teams to collaborate on emails with Saved Replies, Tags, Folders and many other features. It also allow workflows for automation when an email is received. Startups and business able to save a lot of cost with adopting FreeScout.

Pros

FreeScout is best alternative to many paid shared mailbox softwares like HelpScout. It allows you to control your data in your own server rather than having it in provider server for SaaS based similar products.

Cons

The developer provide free support on Github. No paid support options available.

Review Source

MY

Marco Y.  
Consultant  
Marketing and Advertising  
Used the software for: Less than 6 months

### "A good alternative to Zendesk"

April 3, 2023

5.0

Pros

One client of mine has tried FreeScout, because he wanted to quit zendesk. And he is really happe with Scout.

Cons

We haven't found anything yet. The client really isn't complaining.

Review Source

FM

Florian M.  
Projektleiter  
Health, Wellness and Fitness  
Used the software for: Less than 6 months

### "Kostenlos Fake Falle"

March 28, 2025

1.0

Zwar einfach zu Installieren abgesehen vom Cronjob aber das wars dann auch schon den rest den man gebrauchen könnte muss man teuer dazu kaufen.

Pros

Das man es auf seinem eigenen Root installieren kann

Cons

Von wegen Kostenlos die ganzen Module muss man teuer extra kaufen daher kann ich das überhaupt nicht empfehlen

Review Source

JV

JESSICA V.  
Ing. Informática  
Food & Beverages  
Used the software for: 6-12 months

### "Excelente Herramienta"

August 26, 2020

5.0

Han ido mejorando día a día la herramienta, me parece una muy buena opción de creciemiento.

Pros

Es una herramienta que te permite gestionar y operar con facilidad los casos de soporte, han ido creciendo en funcionalidades. Te permite crecer a nivel empresarial gestionando de forma optima los recursos de tecnología, fácil uso y adaptación de los operadores.

Cons

Falta de reportería como los clientes que más solicitudes realizan y que tipo de solicitudes, que permita la exportación de los reportes actuales. Niveles de Prioridades, adaptación talvez con el activo, gestión interna del Operador.

Alternatives considered

[Frontdesk Anywhere](https://www.capterra.com/p/84709/Frontdesk-Anywhere/)

Review Source

Response from FreeScout

August 28, 2020

Thanks for the review!

DK

Dave K.  
MD  
Management Consulting  
Used the software for: I used a free trial

### "Alternative Help Scout"

March 15, 2021

3.0

Overall, a nice little piece of open source freeware that, if you have not used ZenDesk would be a good starter help desk.

Pros

FreeScout is a free open source help desk and shared mailbox application that is offered as an alternative to ZenDesk. Not sure that that this is strictly true but a very nice alternative all the same.

Cons

Being a free open source version the help in setting up was a little lacking and there were a number of attempt to install and configure, but nothing too disruptive.

Switched from

[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)

Trailing alternatives

Review Source

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