Customer support software

Our review of Helpscout

HelpScout is a customer-focused help desk software, designed not simply to offer a product, but to provide a high quality, polished service. It has been created by an exceptional team to respond efficiently to customer requests.

Last updated on 7 mn
Profile picture for Axel Lavergne

Axel Lavergne

Co founder and chief editor

Axel is one of Salesdorado's co-founders. He's also the founder of, a review management tool for B2B SaaS companies

My opinion

Customer reviews

  • One of the best value for money
  • Ease of use and agent experience
  • Functional depth
  • Mobile application leaves much to be desired
  • Fewer integrations than other platforms
  • Lack of customization options

Ideal for those who want a credible alternative to Zendesk

From 23 per user

15-day free trial

4.7 / 5
Our opinion
4.4 / 5
(399 reviews)
4.7 / 5
(206 reviews)
4.7 / 5
(53 reviews)

Choosing the right customer support software is vital for your business, but it’s easy to get lost among the many different programs available on the market.

Help Scout is the ideal platform for the uninitiated or for small structures, thanks to its ease of use. And the real plus point is its price/performance ratio, which is hard to beat.

But its many features are also perfectly suited to larger groups, thanks to a well-developed help desk, easy management of support tickets, high-quality reporting…

Find out all you need to know about Help Scout in this article!

Try Help Scout

Take advantage of a free 2-week, no-obligation trial!

My opinion of Help Scout in a nutshell

Perimeter Score My opinion
Overall rating 4,7 Help Scout is the super-fast-to-adopt, easy-to-use software. It offers an aggregation of all customer history in the interface, as well as a tool for collecting customer feedback (forms, pop-ups) to engage in conversation with your customers. And the 15-day free trial allows you to familiarize yourself with the tool!
Functional scope 4,6 Most functions are available right from the standard plan. With the Company plan, you get an unlimited number of mailboxes and access to a dedicated account manager!
Reporting 4,8 The reporting is precise and well-developed. You’ll have all the information you need about your chats, emails, customer satisfaction rates, etc., as well as reports on your most loyal customers and pre-recorded responses.
Accompaniment/Support 4,9 Support is extensive, with a catalog of articles organized by category, webinars and training courses on customer support management. Our only regret is that the support agents can’t be reached by phone.
Integrations 4,4 Numerous integrations, including the most classic (Salesforce, WordPress, Mailchimp), but a catalog that’s perhaps a little less extensive than some of our competitors.
Value for money 4,6 Probably the best value on the market, with no plan costing more than $60/month.


  • Ease of use and user experience. Customer support is excellent, available and responsive.
  • One of the best value-for-money solutions. Plans range from $20 to $60 per month, while Zendesk, for example, offers plans from $49 to $99 per month.
  • Particularly well-suited to small businesses, who can easily adapt the tool to their own needs for greater efficiency.


  • The mobile application is clearly not as polished as its competitors.
  • Quite a few integrations available (Salesforce in particular), but fewer overall than other platforms.
  • An easy-to-use platform, but the downside is the lack of customization options.

Try Help Scout

Take advantage of a free 2-week, no-obligation trial!

Help Scout: detailed features

At Help Scout, every feature has a purpose. And if customization is limited, it’s above all because the platform relies on its simplicity of access and use.

Managing support tickets

One of the first features of the Help Scout support center: shared inboxes. Each one contains e-mails, live chats and customer calls to which all agents have access.

This system facilitates communication, and above all avoids duplication thanks to Help Scout’s “collision detector”: it indicates in real time who else is consulting or replying to a message.

Several inbox availabilities:

  • Saved answers : you can use pre-recorded answers to get up to speed quickly.
  • Private notes : this lets you leave messages for other agents, asking for help or collaboration.
  • Tags : tags can be added to messages to facilitate reporting.

The little extra: switching from the inbox to a one-to-one discussion with the customer is just a click away.

The management system is complemented by Help Scout’s automated workflows. Developed with AI based on “if-then” logic, they perform repetitive tasks and save you time: creating grouped e-mails, assigning conversations to agents, etc.

You can configure it to suit your needs: for example, as soon as a customer message contains the word “laptop”, the system directs it to your specialist for handling.

Salesdorado’s opinion

The multi-channel approach to managing support tickets is a real asset. Read our guide to best practices in customer retention.

The Help Desk at Help Scout

Its main feature is a highly developed knowledge base designed to improve customer service. The articles are intended both for agents (advice on the relevant information to give) and customers (finding solutions on their own).

According to Help Scout, this feature reduces agent-customer conversations by 20%.

The database can be customized by any agent via the Help Scout message editor. Each company can create articles with customizable categories, related articles and keywords for search engine optimization (SEO).

Then embed your articles on any web page (including pop-over or sidebar locations). It’s also possible to make them accessible via Help Scout’s Beacon chatbot.

Live chat and automatic replies

The live chat option limits the volume of conversations your agents have to handle: your customers find an answer easily thanks to the Beacon tool.

Beacon checks that the chat window only appears if an agent is available. The tool can be customized with Self service or Ask first, to guide customers in the right direction. It’s the essential tool for improving your customer support service.

In addition, the in-app messaging option lets you send a message from any website, blog or application using a beacon, reducing your support requests.

Salesdorado’s opinion

With a few extra lines of code, you can create your own customized answers, including reporting!

Try Help Scout

Take advantage of a free 2-week, no-obligation trial!

Reporting at Help Scout

It’s a well-known fact that the success of customer service software is measured by its performance data. With Help Scout reports, your customer service managers have all the information they need at their fingertips: chats, e-mails, phone calls, knowledge base documents and customer satisfaction rates.

In addition, other options are available for reports on the most loyal customers, workflows, recorded responses and so on.

My advice

Export these data to spreadsheets, or use Fivetran integration to connect them to your business intelligence applications.

Try Help Scout

Take advantage of a free 2-week, no-obligation trial!

Customer reviews of Help Scout

Overall, customers really appreciate the software’s ease of use and well-designed interface. For those looking for advanced features and the ability to customize the platform further, opinions are more mixed, but still good.

Going further

Read our article on How to get more good customer reviews (and why)?

Try Help Scout

Take advantage of a free 2-week, no-obligation trial!

Customer support at Help Scout

Customer support is available with all Help Scout plans. Their agents are available by email and chat 6 days a week, but there is no telephone support.

Something to keep in mind

Like the rest of the tool, support is not available in French. An important point when making your choice.

The support also provides access to online resources:

  • Knowledge base : you can find articles in 8 different categories: getting started, account management, mobile applications and integrations, etc.

  • Guides : discover detailed information on customer acquisition, support and retention.
  • HelpU : you can attend live events, subscribe to “The Supportive” monthly video series and read articles written by customer service experts in “Humans of Support”.
  • Newsletters : there are newsletters on customer support, growth and culture, product updates and more. You can choose the frequency (twice a week, weekly or monthly).
  • Webinars : you can access live webinars and find archived ones on a variety of topics: customer experience, helpdesk use, brand image, etc.

Salesdorado’s opinion

Help Scout’s real plus is its customer-centric approach. Customers are more than just trouble ticket numbers, ensuring quality customer service every step of the way.

Try Help Scout

Take advantage of a free 2-week, no-obligation trial!

Help Scout integrations

Help Scout offers over 75 integrations in 7 categories: analytics, communications, CRM software, e-commerce, marketing, support and utilities. Here you’ll find all the essentials, including Slack, WordPress and Mailchimp.

With the Plus plan, you also get HubSpot, Salesforce and Jira :

  • With Hubspot and Salesforce, you can directly transfer your customer history data and related information.
  • You can also create Jira incident tickets directly on Help Scout and synchronize the 2 applications in real time as they are resolved.

My advice

Can’t find the right fit? Use Zapier to connect Help Scout to other software, or access the Help Scout API and create your own applications!

Try Help Scout

Take advantage of a free 2-week, no-obligation trial!

Help Scout rates

  • Standard : $20/month/user – This plan already gives you access to the essentials: live chat, Beacon, automation, API, help desk, and the option of 2 mailboxes. Limited to 25 users.
  • Plus: $35/month/user – Allows up to 5 email addresses, creation of teams, and access to advanced integrations (Salesforce, Hubspot, Jira, etc.). No user limit.
  • Company: $60/month/user – Company plans are dedicated to teams with more than 25 employees. They provide additional security guarantees, SLAs, an unlimited number of mailboxes and a dedicated account manager.

Try Help Scout

Take advantage of a free 2-week, no-obligation trial!