# Help Scout vs ViaSay Comparison

| | Help Scout | ViaSay | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 428 | 50 | 
| **Largest Market Segment** | Small-Business (62.0% of reviews) | Mid-Market (51.0% of reviews) | 
| **Entry Level Price** | $0.00 5 Users Per Month | Starting at €12,500.00 Per Year | 

---
## Top Pros & Cons

### Help Scout

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

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

### ViaSay

Pros:
- Customer Support (1 reviews)
- Ease of Use (1 reviews)

Cons:
- AI Limitations (1 reviews)
- Flow Management (1 reviews)

---
## Ratings Comparison
| Rating | Help Scout | ViaSay | 
|---|---|---|
  | **Meets Requirements** | 8.7 (325 reviews) | 9.0 (39 reviews) | 
  | **Ease of Use** | 9.2 (329 reviews) | 8.8 (39 reviews) | 
  | **Ease of Setup** | 9.2 (171 reviews) | 8.8 (27 reviews) | 
  | **Ease of Admin** | 9.1 (167 reviews) | 8.5 (28 reviews) | 
  | **Quality of Support** | 9.0 (299 reviews) | 9.6 (38 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.1 (161 reviews) | 9.7 (26 reviews) | 
  | **Product Direction (% positive)** | 8.1 (313 reviews) | 9.4 (37 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

### ViaSay

#### Entry-Level Pricing

Plan: Standard License

Price: Starting at €12,500.00 Per Year

Description: Annual platform license including 50,000 conversations, unlimited users, and full Generative AI capabilities. Implementation fees apply for the first year.

Key Features:
- 50k Conversations Included
- Unlimited Generative AI & AI Agents
- Unlimited Users & Seats

[Learn more about ViaSay](https://www.g2.com/products/viasay/reviews)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | 8.1/10 | 222 |
| **ViaSay** | N/A | N/A |

#### Ticket and Case Management

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (177 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 9.2 (179 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.6 (195 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.6 (167 reviews) | Not enough data | 
| **SLA Management** | Feature Not Available | Not enough data | 
| **Attachments/Screencasts** | 8.6 (178 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.9 (182 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.2 (100 reviews) | Not enough data | 

#### Generative AI

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **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 | ViaSay | 
|---|---|---|
| **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 | ViaSay | 
|---|---|---|
| **Customer Portal** | Feature Not Available | Not enough data | 
| **Email to Case** | 9.2 (172 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 7.8 (106 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 7.7 (61 reviews) | Not enough data | 
| **Voice** | 7.0 (29 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Mobile User Support** | 7.5 (39 reviews) | Not enough data | 
| **Customization ** | 7.7 (93 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.6 (104 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.5 (82 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.1 (149 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.2 (152 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **ViaSay** | 8.2/10 | 18 |

#### Messenger

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Sequencing** | Not enough data | 8.3 (16 reviews) ✓ Verified | 
| **AI** | Not enough data | 8.1 (16 reviews) ✓ Verified | 
| **Live Chat** | Not enough data | 8.3 (8 reviews) | 
| **Customization Interface** | Not enough data | 8.4 (16 reviews) ✓ Verified | 

#### Channels

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Social Media** | Not enough data | 8.3 (9 reviews) ✓ Verified | 
| **Website** | Not enough data | 9.2 (15 reviews) ✓ Verified | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Targeting** | Not enough data | 8.3 (11 reviews) ✓ Verified | 
| **Profiles** | Not enough data | 8.1 (9 reviews) ✓ Verified | 
| **Analytics** | Not enough data | 8.0 (16 reviews) ✓ Verified | 
| **Lead Gathering** | Not enough data | 8.0 (5 reviews) | 
| **Sales Conversion** | Not enough data | 7.5 (10 reviews) ✓ Verified | 

#### Agentic AI - Conversational Marketing

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **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 | 

### Customer Communications Management

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

#### Channels

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **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 | ViaSay | 
|---|---|---|
| **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 | ViaSay | 
|---|---|---|
| **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 |
| **ViaSay** | N/A | N/A |

#### Productivity Tools

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

### AI Agents For Business Operations

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

#### Responses

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Route To Human** | Not enough data | Not enough data | 
| **Natural Language Understanding (NLU)** | Not enough data | Not enough data | 

#### Automation - AI Agents

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Conversation Editor** | Not enough data | Not enough data | 
| **Integration** | Not enough data | Not enough data | 
| **Human-In-The-Loop** | Not enough data | Not enough data | 

#### Autonomy -  AI Agents

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

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

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Help Scout** | N/A | N/A |
| **ViaSay** | 8.6/10 | 9 |

#### Responses

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Customization** | Not enough data | 8.6 (7 reviews) | 
| **Control** | Not enough data | 8.1 (7 reviews) | 
| **Route To Human** | Not enough data | 8.6 (7 reviews) | 
| **Menu bars** | Not enough data | 8.5 (8 reviews) | 
| **Drip sequences** | Not enough data | 8.7 (5 reviews) | 

#### Platform

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Live chat** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | 9.4 (6 reviews) | 
| **Branding** | Not enough data | 8.6 (7 reviews) | 
| **Analytics** | Not enough data | 8.1 (8 reviews) | 
| **A/B testing** | Not enough data | Not enough data | 
| **Role-based access** | Not enough data | 8.7 (5 reviews) | 
| **Collection of information** | Not enough data | Not enough data | 

#### Generative AI

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

### Conversational Support

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

#### Conversational Platform

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **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 | ViaSay | 
|---|---|---|
| **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 | ViaSay | 
|---|---|---|
| **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 |
| **ViaSay** | N/A | N/A |

#### Sorting & Filtering

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

### Bot Platforms

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

#### Generative AI

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

#### Agentic AI - Bot Platforms

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **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 | 

### Live Chat

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

#### Generative AI

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **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 | ViaSay | 
|---|---|---|
| **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 | ViaSay | 
|---|---|---|
| **Customization ** | 7.7 (93 reviews) ✓ Verified | Not enough data | 
| **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 |
| **ViaSay** | 8.1/10 | 21 |

#### Generative AI

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

#### Self-Service Experience

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Knowledge Base** | 8.7 (108 reviews) | 8.3 (19 reviews) | 
| **Searchable Articles** | 8.3 (103 reviews) | 8.0 (5 reviews) | 
| **Community Forums** | Feature Not Available | Not enough data | 
| **Mobile Optimization** | 8.3 (26 reviews) | 8.6 (6 reviews) | 
| **Personalization** | 8.5 (29 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Branding** | 8.8 (28 reviews) | 8.6 (6 reviews) | 
| **Automation** | 8.7 (32 reviews) | 7.0 (5 reviews) | 
| **Artificial Intelligence** | Feature Not Available | 7.5 (6 reviews) | 
| **Integrations** | 8.7 (29 reviews) | 8.9 (6 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **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 |
| **ViaSay** | N/A | N/A |

#### Generative AI

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

### AI Customer Support Agents

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

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | Help Scout | ViaSay | 
|---|---|---|
| **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 | 

---
## Categories
**Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Help Scout (7):** [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), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Email Management Software](https://www.g2.com/categories/email-management)

**Unique to ViaSay (5):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations)


---
## Reviewer Demographics

### By Company Size

| Segment | Help Scout | ViaSay | 
|---|---|---|
| **Small-Business** | 62.0% | 14.3% | 
| **Mid-Market** | 33.7% | 51.0% | 
| **Enterprise** | 4.4% | 34.7% | 

### 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%

#### ViaSay

- **Airlines/Aviation:** 42.9%
- **Leisure, Travel & Tourism:** 28.6%
- **Transportation/Trucking/Railroad:** 18.4%
- **Sports:** 2.0%
- **Retail:** 2.0%
- **Restaurants:** 2.0%
- **Consumer Services:** 2.0%
- **Broadcast Media:** 2.0%

---
## Alternatives

### Alternatives to Help Scout

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---
## 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..."

### ViaSay

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