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At a Glance
Market Segments
Small-Business (62.3% of reviews)
Small-Business (60.6% of reviews)
Entry-Level Pricing
$0.00 5 Users Per Month
$29.00 1 per agent
Help Scout
Star Rating
(417)4.4 out of 5
Market Segments
Small-Business (62.3% of reviews)
Pros & Cons
Entry-Level Pricing
$0.00 5 Users Per Month
Free Trial is available
Browse all 5 pricing plansHelpDesk
Star Rating
(34)4.6 out of 5
Market Segments
Small-Business (60.6% of reviews)
Pros & Cons
Entry-Level Pricing
$29.00 1 per agent
Browse all 3 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Help Scout excels in its multi-channel coverage with a rating of 9.8, allowing seamless communication across various platforms, while HelpDesk, although strong, does not match this level of integration.
- Reviewers mention that Help Scout's ticket creation user experience is rated at 9.2, providing a smooth and intuitive interface, whereas HelpDesk's rating of 9.4 indicates a slightly better experience, particularly in terms of user engagement.
- G2 users highlight Help Scout's ease of setup with a score of 9.1, making it user-friendly for new teams, while HelpDesk shines with a higher score of 9.7, indicating an even more straightforward onboarding process.
- Reviewers say that Help Scout's quality of support is rated at 9.1, reflecting a strong commitment to customer service, while HelpDesk's score of 9.0 shows it also provides reliable support, but with slightly less emphasis on customer satisfaction.
- Users on G2 report that Help Scout's product direction is rated at 8.1, suggesting some concerns about future updates, while HelpDesk's lower score of 7.3 indicates even more uncertainty regarding its development trajectory.
- Reviewers mention that Help Scout's self-service experience is rated at 8.7, which is beneficial for users seeking quick answers, while HelpDesk's features in this area are less emphasized, leading to a less robust self-service offering.
Pricing
Entry-Level Pricing
Help Scout
Free
$0.00
5 Users Per Month
Limited to 100 contacts per month and 5 users.
- Up to 5 users
- 1 Inbox
- 10 Saved replies
HelpDesk
Team
$29.00
1 per agent
Simple email management tool for teams with 24/7 chat support and unlimited free viewer accounts (a user that can browse and read tickets)
- All messages in one dashboard
- Robust customer data in tickets
- Automations to finish tasks quicker
Free Trial
Help Scout
Free Trial is available
HelpDesk
Free Trial is available
Ratings
Meets Requirements
8.7
315
9.0
28
Ease of Use
9.2
319
9.2
29
Ease of Setup
9.2
163
9.8
7
Ease of Admin
9.1
163
9.4
8
Quality of Support
9.1
289
9.0
28
Has the product been a good partner in doing business?
9.1
156
9.2
8
Product Direction (% positive)
8.2
303
7.5
28
Features by Category
Ticket and Case Management
9.2
175
|
Verified
9.4
26
9.2
174
|
Verified
9.2
26
8.6
188
|
Verified
8.9
24
8.6
164
9.0
24
Feature Not Available
Feature Not Available
8.7
176
|
Verified
8.8
24
8.9
175
|
Verified
9.1
25
8.2
99
Feature Not Available
Generative AI
5.2
7
Not enough data
6.1
6
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
Feature Not Available
Feature Not Available
9.2
166
|
Verified
8.8
25
7.7
101
|
Verified
9.1
20
7.7
61
8.5
17
6.8
28
|
Verified
Feature Not Available
Platform
7.5
39
9.5
7
7.7
90
|
Verified
9.0
8
8.6
104
|
Verified
9.3
9
8.5
78
|
Verified
9.7
5
8.1
144
|
Verified
8.8
12
8.2
151
|
Verified
9.1
13
Channels
9.7
10
Not enough data
8.6
7
Not enough data
8.1
6
Not enough data
Design
7.7
8
Not enough data
8.8
7
Not enough data
8.5
11
Not enough data
9.1
11
Not enough data
9.3
10
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Conversational Platform
8.3
57
Not enough data
8.5
31
Not enough data
8.7
33
Not enough data
8.4
36
Not enough data
Support Automation
8.4
36
Not enough data
8.8
42
Not enough data
8.4
34
Not enough data
9.0
36
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Sorting & Filtering
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integrations
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Time Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Email Management
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
9.0
29
|
Verified
Not enough data
8.9
30
|
Verified
Not enough data
Feature Not Available
Not enough data
8.2
22
|
Verified
Not enough data
Feature Not Available
Not enough data
Internal Use
7.7
90
|
Verified
9.0
8
8.7
29
|
Verified
Not enough data
7.9
18
|
Verified
Not enough data
9.0
32
|
Verified
Not enough data
9.5
30
|
Verified
Not enough data
8.4
30
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.7
107
Not enough data
8.3
103
Not enough data
Feature Not Available
Not enough data
8.3
26
Not enough data
8.5
29
Not enough data
Self-Service Platform
8.8
28
Not enough data
8.7
31
Not enough data
Feature Not Available
Not enough data
8.7
29
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Help Scout and HelpDesk are categorized as Help Desk
Unique Categories
Help Scout is categorized as Digital Customer Service Platforms, Shared Inbox, Conversational Support, Customer Communications Management, Live Chat, Customer Self-Service, and Email Management
HelpDesk has no unique categories
Reviews
Reviewers' Company Size
Help Scout
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
HelpDesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
20.4%
Information Technology and Services
9.9%
Internet
7.6%
Marketing and Advertising
4.4%
Retail
4.2%
Other
53.4%
Computer Software
24.2%
Marketing and Advertising
15.2%
Consumer Services
9.1%
Information Technology and Services
6.1%
Higher Education
6.1%
Other
39.4%
Alternatives
Discussions
What should I look for in a ticketing system?
2 Comments
AG
Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration...Read more
Why sometimes the messages are not merged by themself?
2 Comments
AG
Hey Oliver,
I'm Anthony. A member of Help Scout's support team.
If you still have questions about messages within Help Scout, please reach out and I'd...Read more
Do you have a mobile app?
1 Comment
BD
Yes, search "Help Scout" in your device's application store. Read more
HelpDesk has no discussions with answers
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