# Help Scout vs HelpDesk Comparison

| | Help Scout | HelpDesk | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 428 | 34 | 
| **Largest Market Segment** | Small-Business (62.0% of reviews) | Small-Business (60.6% of reviews) | 
| **Entry Level Price** | $0.00 5 Users Per Month | $29.00 1 per agent | 

---
## Top Pros & Cons

### Help Scout

Pros:
- Ease of Use (14 reviews)
- Features (11 reviews)

Cons:
- Lack of Features (8 reviews)
- Limited Features (7 reviews)

### HelpDesk

Pros:
- Features (3 reviews)
- Ease of Use (2 reviews)

Cons:
- Inadequate Filtering (1 reviews)
- Limited Features (1 reviews)

---
## Ratings Comparison
| Rating | Help Scout | HelpDesk | 
|---|---|---|
  | **Meets Requirements** | 8.7 (325 reviews) | 9.0 (28 reviews) | 
  | **Ease of Use** | 9.2 (329 reviews) | 9.2 (29 reviews) | 
  | **Ease of Setup** | 9.2 (171 reviews) | 9.8 (7 reviews) | 
  | **Ease of Admin** | 9.1 (167 reviews) | 9.4 (8 reviews) | 
  | **Quality of Support** | 9.0 (299 reviews) | 9.0 (28 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (161 reviews) | 9.2 (8 reviews) | 
  | **Product Direction (% positive)** | 8.1 (313 reviews) | 7.5 (28 reviews) | 

---
## Pricing

### Help Scout

#### Entry-Level Pricing

Plan: Free

Price: $0.00 5 Users Per Month

Description: Limited to 100 contacts per month and 5 users.

Key Features:
- Up to 5 users
- 1 Inbox
- 10 Saved replies

[Browse all 5 editions](https://www.g2.com/products/help-scout/pricing)

#### Free Trial

Yes

### HelpDesk

#### Entry-Level Pricing

Plan: Team

Price: $29.00 1 per agent

Description: Simple email management tool for teams with 24/7 chat support and unlimited free viewer accounts (a user that can browse and read tickets)


Key Features:
- All messages in one dashboard
- Robust customer data in tickets
- Automations to finish tasks quicker

[Browse all 3 editions](https://www.g2.com/products/helpdesk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.1/10 | 222 |
| **HelpDesk** | 9.1/10 | 26 |

#### Ticket and Case Management

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (177 reviews) ✓ Verified | 9.4 (26 reviews) | 
| **Ticket response user experience** | 9.2 (179 reviews) ✓ Verified | 9.2 (26 reviews) | 
| **Workflow** | 8.6 (195 reviews) ✓ Verified | 8.9 (24 reviews) | 
| **Response Automation** | 8.6 (167 reviews) | 9.0 (24 reviews) | 
| **Attachments/Screencasts** | 8.6 (178 reviews) ✓ Verified | 8.8 (24 reviews) | 
| **Ticket Collaboration** | 8.9 (182 reviews) ✓ Verified | 9.1 (25 reviews) | 
| **Customer and Contacts Database** | 8.2 (100 reviews) | Feature Not Available | 

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Generation** | 5.8 (8 reviews) | Not enough data | 
| **AI Text Summarization** | 6.1 (6 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Email to Case** | 9.2 (172 reviews) ✓ Verified | 8.8 (25 reviews) | 
| **Chat/Live Support** | 7.8 (106 reviews) ✓ Verified | 9.1 (20 reviews) | 
| **Social Integration** | 7.7 (61 reviews) | 8.5 (17 reviews) | 
| **Voice** | 7.0 (29 reviews) ✓ Verified | Feature Not Available | 

#### Platform

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Mobile User Support** | 7.5 (39 reviews) | 9.5 (7 reviews) | 
| **Customization ** | 7.7 (93 reviews) ✓ Verified | 9.0 (8 reviews) | 
| **User, Role, and Access Management** | 8.6 (104 reviews) ✓ Verified | 9.3 (9 reviews) | 
| **Integration** | 8.5 (82 reviews) ✓ Verified | 9.7 (5 reviews) | 
| **Reporting** | 8.1 (149 reviews) ✓ Verified | 8.8 (12 reviews) | 
| **Dashboards** | 8.2 (152 reviews) ✓ Verified | 9.1 (13 reviews) | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **HelpDesk** | N/A | N/A |

#### Administration

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.7/10 | 16 |
| **HelpDesk** | N/A | N/A |

#### Channels

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Multi-Channel Coverage** | 9.7 (11 reviews) | Not enough data | 
| **Open Listening** | 8.6 (7 reviews) | Not enough data | 
| **Physical Media** | 8.1 (6 reviews) | Not enough data | 

#### Design

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Communications Strategy Development** | 7.7 (8 reviews) | Not enough data | 
| **Create Content** | 8.8 (7 reviews) | Not enough data | 
| **Personalization** | 8.5 (11 reviews) | Not enough data | 
| **Inbound Identification** | 9.1 (11 reviews) | Not enough data | 
| **Regulatory Compliance** | 9.3 (10 reviews) | Not enough data | 

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **HelpDesk** | N/A | N/A |

#### Usability

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **All-Employee Access** | Not enough data | Not enough data | 
| **Supporting Documents** | Not enough data | Not enough data | 
| **Two-Way Communication** | Not enough data | Not enough data | 

#### Reporting

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | Not enough data | 
| **Trend Analysis** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.9/10 | 66 |
| **HelpDesk** | N/A | N/A |

#### Productivity Tools

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Notes** | 9.4 (59 reviews) | Not enough data | 
| **Internal Discussion** | 9.0 (56 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.9 (52 reviews) | Not enough data | 
| **Workflows** | 9.0 (52 reviews) | Not enough data | 
| **Templates** | 9.1 (53 reviews) | Not enough data | 
| **Integrations** | 8.5 (47 reviews) | Not enough data | 
| **Tagging System** | 9.2 (59 reviews) | Not enough data | 

#### Analytics

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Trends** | 8.3 (39 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (50 reviews) | Not enough data | 
| **Email Tracking** | Feature Not Available | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.6/10 | 70 |
| **HelpDesk** | N/A | N/A |

#### Conversational Platform

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Personalization** | 8.3 (57 reviews) | Not enough data | 
| **Omnichannel** | 8.5 (31 reviews) | Not enough data | 
| **Contextual Engagement** | 8.7 (33 reviews) | Not enough data | 
| **Proactive Engagement** | 8.4 (36 reviews) | Not enough data | 

#### Support Automation

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Intelligent Routing** | 8.4 (36 reviews) | Not enough data | 
| **Seamless Escalation** | 8.8 (42 reviews) | Not enough data | 
| **Transcripts** | 8.4 (34 reviews) | Not enough data | 
| **Self-Serve Support** | 9.0 (36 reviews) | Not enough data | 

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **HelpDesk** | N/A | N/A |

#### Sorting & Filtering

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Attachment Search** | Not enough data | Not enough data | 
| **Tags** | Not enough data | Not enough data | 
| **AI Sorting** | Not enough data | Not enough data | 
| **Predefined Rules** | Not enough data | Not enough data | 

#### Integrations

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | Not enough data | 
| **Gmail Integration** | Not enough data | Not enough data | 
| **Apple Calendar Integration** | Not enough data | Not enough data | 

#### Time Management

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | 
| **Email Automation** | Not enough data | Not enough data | 
| **Snooze** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Email Management

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.5/10 | 135 |
| **HelpDesk** | N/A | N/A |

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Communication

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Pop-up Chat** | 8.9 (30 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.9 (32 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | Feature Not Available | Not enough data | 
| **In-App Messaging** | 8.2 (22 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | Feature Not Available | Not enough data | 

####  Internal Use

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Customization ** | 7.7 (93 reviews) ✓ Verified | 9.0 (8 reviews) | 
| **Conversation Archiving** | 8.7 (29 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 7.9 (18 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 9.1 (35 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 9.5 (33 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.4 (30 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.6/10 | 128 |
| **HelpDesk** | N/A | N/A |

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Knowledge Base** | 8.7 (108 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (103 reviews) | Not enough data | 
| **Community Forums** | Feature Not Available | Not enough data | 
| **Mobile Optimization** | 8.3 (26 reviews) | Not enough data | 
| **Personalization** | 8.5 (29 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Branding** | 8.8 (28 reviews) | Not enough data | 
| **Automation** | 8.7 (32 reviews) | Not enough data | 
| **Artificial Intelligence** | Feature Not Available | Not enough data | 
| **Integrations** | 8.7 (29 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **HelpDesk** | N/A | N/A |

#### Generative AI

| Feature | Help Scout | HelpDesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (3):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Help Scout (5):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Live Chat Software](https://www.g2.com/categories/live-chat), [Email Management Software](https://www.g2.com/categories/email-management)

**Unique to HelpDesk (2):** [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base)


---
## Reviewer Demographics

### By Company Size

| Segment | Help Scout | HelpDesk | 
|---|---|---|
| **Small-Business** | 62.0% | 60.6% | 
| **Mid-Market** | 33.7% | 36.4% | 
| **Enterprise** | 4.4% | 3.0% | 

### By Industry

#### Help Scout

- **Computer Software:** 21.2%
- **Information Technology and Services:** 9.9%
- **Internet:** 7.5%
- **Marketing and Advertising:** 4.3%
- **Financial Services:** 4.1%
- **Retail:** 4.1%
- **Consumer Services:** 3.8%
- **Real Estate:** 3.6%
- **Hospital & Health Care:** 3.4%
- **Health, Wellness and Fitness:** 2.4%
- **Other:** 35.8%

#### HelpDesk

- **Computer Software:** 24.2%
- **Marketing and Advertising:** 15.2%
- **Consumer Services:** 9.1%
- **Higher Education:** 6.1%
- **Information Technology and Services:** 6.1%
- **Building Materials:** 3.0%
- **Computer Networking:** 3.0%
- **Consumer Electronics:** 3.0%
- **Hospital & Health Care:** 3.0%
- **Human Resources:** 3.0%
- **Other:** 24.2%

---
## Alternatives

### Alternatives to Help Scout

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7647 reviews)
- [TeamSupport](https://www.g2.com/products/teamsupport/reviews) — 4.4/5 stars (891 reviews)
- [HappyFox Help Desk](https://www.g2.com/products/happyfox-help-desk/reviews) — 4.5/5 stars (137 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)

### Alternatives to HelpDesk

- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3750 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7647 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6949 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3858 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7341 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2469 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)

---
## Top Discussions

### Help Scout

- Title: [What should I look for in a ticketing system?](https://www.g2.com/discussions/what-should-i-look-for-in-a-ticketing-system) — 2 comments
  > **Top comment:** "What you're looking for in a ticketing system is going to depend on your specific processes for reactively and proactively supporting your customers.

I..."
- Title: [Why sometimes the messages are not merged by themself?](https://www.g2.com/discussions/why-sometimes-the-messages-are-not-merged-by-themself) — 2 comments, 1 upvote
  > **Top comment:** "I think you need to contact support as I do not have had this issue in the last 3 years (+4100 conversations currently recorded)."
- Title: [Is Helpscout a CRM?](https://www.g2.com/discussions/is-helpscout-a-crm) — 1 comment
  > **Top comment:** "No. Help Scout is an excellent tool for answering customer questions. It can be powerfully integrated with a CRM by syncing Help Scout information back to..."
- Title: [What is customer support software?](https://www.g2.com/discussions/what-is-customer-support-software) — 1 comment
  > **Top comment:** "Customer support software is a centralized tool for receiving and responding to feedback. Typical systems allow customers to submit messages or report..."
- Title: [Could there be a voice call integration in the app in the future?](https://www.g2.com/discussions/could-there-be-a-voice-call-integration-in-the-app-in-the-future) — 1 comment, 1 upvote
  > **Top comment:** "Hey RolynnAnne,

I'm Anthony, a member of Help Scout's support team. We have an existing integration (included in all of our plans) with Aircall that..."

### HelpDesk

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/help-scout-vs-helpdesk)