Help Scout Review - why 4.7 stars?

Help Scout Review
ITQlick Score: 77/100
ITQlick Rating: (4.7/5)
Pricing: 2/10 - low cost
Category: Help Desk -> Help Scout
Ranking:Ranked 75 out of 207 Help Desk systems
Company: Help Scout
Pricing: starts at $20 per user/month
Typical customers: SMBs
Platforms: Desktop, Cloud
Links: Help Scout pricing, Help Scout alternatives

Shlomi LaviShlomi Lavi / updated: Nov 14, 2020

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What is Help Scout?

Help Scout is a help desk management solution for small and medium businesses. It offers assistance in email integration, problem and request management, reporting, and other aspects. The software was designed and launched by Help Scout headquartered in Massachusetts, United States.

What is Help Scout rating? ()

The rating of Help Scout is 4.7 stars out of 5 and the total score is 77 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are Help Scout's typical customers?

Customers of the software mainly include small and medium businesses as well as freelancers. Most commonly it can be deployed in such industries as financial services, retail and wholesale, business process outsourcing, technology, and others. Some notable customers of the software include KissMetrics, AngelList, and Buffer etc.

Is Help Scout the best Help Desk?

Help Scout is ranked 75 out of 207 software in their category (Help Desk systems).

What are their main features and functionalities?

Core help desk management capabilities offered by the software include unlimited mailboxes, workflow management, conversation merging, email signatures, collision detection, note management, mailbox permissions, customer profiles, voicemail integration, phone conversations, advanced formatting, and custom outgoing settings. The software also offers spam filtering, user permissions, open tracking, and integration with more than 40 third party applications.

Reporting services featured on Help Scout include advanced filters, data comparisons, user- specific reporting, reporting API, and conversation drill downs. The software offers knowledge management services of branding and CSS control, custom domain, help desk integration, integrated search, revision history, and support for multiple languages. It also offer email integration and SSL encryption for security.

Who are their main alternatives?

Popular alternatives to Help Scout: Freshdesk, Zoho Desk, FuseDesk, Desk-com, Integria IMS, JIRA Service Desk, TeamSupport, Freshservice, OnTime Help Desk, AffinityLive Sync. The full list of competitors can be found here.

What is the cost of Help Scout?

The cost of license starts at $20 per user/month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for Help Scout

What should you ask Help Scout during a demo session? (65 questions)

Schedule a demo with Help Scout and access 65 must ask questions for the vendor while watching Help Scout in action.

Help Scout's list of categories:

Banking CRM
Casino CRM
Complaint Management
Customer Loyalty
Customer Service
Customer Success
Healthcare CRM
Help Desk
Insurance CRM
Online CRM
Pharmaceutical CRM
Real Estate CRM

Help Scout's list of features:

Email Integration
Incident / Request Management
Multi-Site Support
Reporting

Help Scout Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality
Review
Compare
Help
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
77/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$20 per user/month
Functionality
23
Review
Compare
Freshdesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
94/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$15 per user/month
Functionality
39
Zoho
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
92/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4/10
License pricing license pricing (if provided by the software vendor)
$12 per user/month
Functionality
3
Review
Compare
FuseDesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
91/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
6.4/10
License pricing license pricing (if provided by the software vendor)
$97 per user/month
Functionality
7
Desk-com
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score
90/100
Pricing Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2.8/10
License pricing license pricing (if provided by the software vendor)
$25 per month
Functionality
35
Author
Shlomi Lavi - admin

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.