13 Best Help Scout Alternatives for Businesses in 2024
Looking for top-tier alternatives to Help Scout that can take your customer service to the next level in 2024? You’ve come to the right place!
Help Scout is renowned for its robust features that empower support teams to efficiently manage bulk conversations and streamline repetitive queries. With tools like keyboard shortcuts, a shared inbox, messaging, and live chat, it stands out as a solid choice for ticketing software.
However, not all is perfect. Help Scout tends to prioritize its knowledge base blogs, sometimes neglecting other crucial features, which can lead to a somewhat repetitive user experience.
Additionally, some users have voiced concerns about the lack of support ticket organization, limited collaboration options and have noted that internal communication has become increasingly complex.
If these limitations sound familiar, keep reading as we explore some of the best Help Scout alternatives available in 2024, offering you new opportunities to enhance your customer support system.
Exploring the Limitations of Help Scout
Help Scout has several areas where improvements could significantly enhance user experience and functionality in the help desk software market.
Exploring alternatives to Help Scout can be beneficial if you’re finding that it doesn’t fully meet the specific needs of your business or customer support team.
Some users have noted that certain features, such as round robin, are missing, and more complex adjustments are not possible on this platform. Therefore, it may not be adequate for larger, more intricate operations.
1. Limited Collaboration Options
A significant drawback of Help Scout is its limited collaboration feature. For example, the inability to CC other users during email communications can hinder effective team collaboration, especially when external teams need to be involved in resolving customer issues.
2. Lack of Support Ticket Organization
Help Scout does not offer the ability to organize support tickets into folders, a feature that many teams rely on for efficiency. The absence of tag folders for categorizing queries, such as “Repeat Buyer”, “Damaged Item”, or “Urgent Bug”, can lead to inefficient management of customer interactions and unnecessary workload for support agents.
3. Isolated Mailboxes
The structure of Help Scout’s mailboxes, where each mailbox is separate, can complicate the process of centralizing conversations. This separation can be a barrier to creating a seamless customer experience.
4. Limited Integrations
Another notable drawback is the limited range of integrations. Although Help Scout recently introduced a Salesforce integration, it still falls short in providing broader connectivity with other essential tools and platforms. This limitation can hinder seamless data flow and efficiency, particularly for businesses that rely on a diverse tech stack to operate their best customer service operations.
5. Absence of SLA
While Help Scout offers decent workflow automation functionalities, it lacks some aspects that could otherwise make these tools more powerful. For instance, the absence of a versatile internal SLA (Service Level Agreement) feature means that users cannot easily set up different SLA scenarios to monitor and ensure compliance with varied service commitments.
Cons: While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios.
Discover How Desk365 can Transform your Customer Service.
By automating ticket management and providing detailed analytics, Desk365 empowers you to swiftly address customer issues and improve satisfaction rates.
Help Scout Alternatives Comparison Table
Software
Pricing
Capteraa Overall Ratings
Desk365
All features for just $10 /agent /month
4.9
LiveAgent
Starts $15 /agent /month
4.7
Freshdesk
Starts $15 /agent /month
4.5
Front
Starts$19 /agent /month
4.5
Kayako
Starts $15 /agent /month
4.0
TeamSupport
Starts $49 /agent /month
4.5
Zendesk
Starts $55 /agent /month
4.4
Hiver
Starts $22/agent /month
4.7
Intercom
Starts$39 /agent /month
4.5
Groove
Starts $12 /agent /month
4.5
AzureDesk
Starts $33 /agent /month
4.5
Helpwise
Starts $12/agent /month
Not Available
Zoho Desk
Starts $14/agent /month
4.5
1. Desk365
Desk365, one of the best help scout alternatives is a customer support platform designed to help businesses manage their interactions with customers efficiently.
It enables companies to streamline their support processes and enhance their customer service. With Desk365, businesses can handle customer inquiries through various channels such as email, chat, web form, and web portal, all from a single platform.
As an alternative to Help Scout, Desk365 provides various help desk features like
- Knowledge base
- Automating Ticket Assignment using Round-Robin
- Integration
The platform includes a ticketing system that organizes customer inquiries into tickets, making it easier for support teams to track and respond to each issue effectively. It also offers self-service options where customers can find answers to common questions without needing direct support, reducing the workload on support teams.
Desk365 Features
Desk365 offers a comprehensive suite of features designed to enhance your helpdesk operations and improve customer support experiences. Here are the key features, each elaborated to illustrate how they benefit your organization:
Unified Inbox
Desk365’s unified inbox consolidates all customer communications from various channels into a single platform. This centralization enables multiple agents to manage and respond to inquiries efficiently, ensuring that no customer issue goes unnoticed. It also facilitates better teamwork and a cohesive approach to customer service
Omnichannel Support
Desk365 supports seamless integration across multiple communication channels, including email, and live chat. This ensures that customers can always reach out through their preferred medium, enhancing the accessibility and responsiveness of your support team.
Customization Options
Desk365 allows customization of the helpdesk to align with your company’s branding. You can modify the look and feel of the platform, including logos, themes, and colors, to maintain brand consistency across your customer service touchpoints.
Self-Service Portal
Desk365 includes a self-service portal that empowers customers to find solutions independently. With an extensive knowledge base, FAQs, and user guides, customers can resolve common issues without needing direct assistance, reducing the workload on your support team.
Service Level Agreements (SLAs)
With customizable SLAs, Desk365 helps you define clear expectations for response times and issue resolutions based on ticket priority. This ensures that your team adheres to these standards, improving the consistency and reliability of your support services.
Automation
Desk365’s automation features streamline repetitive tasks such as ticket routing, categorization, and follow-ups. Automation speeds up response times, reduces human error, and allows your team to focus on more complex support issues.
Notifications
Timely notifications in Desk365 keep both customers and agents informed about the status of support tickets. For agents, these notifications ensure they remain aware of new assignments and updates, while customers appreciate being kept in the loop throughout the resolution process.
Canned Responses
Desk365 includes a library of canned responses for frequent inquiries, enabling agents to quickly provide accurate and consistent answers. This not only speeds up the support process but also ensures uniformity in the communication sent to customers.
Third-Party Integration
Desk365 integrates seamlessly with various third-party applications and tools, enhancing the helpdesk’s functionality and flexibility. Whether it’s CRM software, analytics tools, or communication platforms, integration capabilities allow you to create a more powerful and customized support ecosystem.
Knowledge Base
Desk365’s knowledge base serves as a central repository where customers and agents can find detailed articles and guides. This resource is crucial for enabling self-service and equipping agents with the information they need to handle inquiries effectively.
Reporting
Comprehensive reporting tools in Desk365 offer insights into ticket volume, agent performance, and customer satisfaction. These analytics help you understand trends, measure the efficiency of your support operations, and identify areas for improvement.
Comparing Desk365 vs. Help Scout
Here is an in-depth feature comparison between Desk365 and Help Scout, two prominent customer support platforms in the industry,
Features
Desk365
Help Scout
Microsoft Teams App for Agents
Create tickets from Microsoft Teams
Email Ticketing
Customer Support Portal
Web Form / Web Widget
Automations
(More Robust & Powerful)
Knowledge Base
SLAs
Custom Email Servers
(Limited to 5 mailboxes in Plus plan)
Custom Ticket Fields
(Only available in Plus & Pro plans)
Custom Roles
(Only available in Plus & Pro plans)
Time Tracking
Customer Surveys
(Multiple Survey Types)
Reports
(Multiple Custom Reports)
Agent Collision Detection
Custom Statuses and Categories
(Only available in Plus & Pro plans)
API Access
Power Automate Connector
Azure AD Single Sign-On
(Easy to set-up)
(Only available in Plus & Pro plans)
Onboarding Specialist
Email Support
Free Trial
(21 Days)
(15 Days)
Free Plan Available
Number of Users
Unlimited
Unlimited
Lowest Paid Plan
$10/agent/month
$20/agent/month
Highest Paid Plan
$10/agent/month
$65/agent/month
Last Updated Date: 1-April-2024
Pricing:
Lowest Paid Plan: $10/agent/month
Highest Paid Plan: $10/agent/month
Free trial available.
Hear Directly From Desk365 Customers
Performance, Support, Easy-to-use. The Performance is incredible – one of the fastest Helpdesk systems I have ever worked with. The Support is just amazing. Any inquiries will be answered quickly and professionally. Easy-to-use: almost no one, from our ~100 employees, needed any training. It’s self-explanatory.
Posted on
February 22, 2023
2. LiveAgent
LiveAgent is a comprehensive customer service software that helps businesses manage customer interactions across multiple channels. It’s designed to streamline the support process and enhance the customer experience by providing a wide range of features and tools.
Here’s a detailed look at some of the key features of LiveAgent:
- Multi-channel Support
- Ticketing System
- Live Chat
- Automation and Rules
- Knowledge Base
- Reporting and Analytics
- CRM Integration
- Customization
Pricing
Free Plan: Available indefinitely with some restrictions.
Ticket Plan: Provides an email ticketing tool for $15 per agent per month.
Ticket + Chat Plan: Offers a multi-channel live chat and ticketing solution for $29 per agent per month.
All-Inclusive Plan: Features an omni-channel help desk solution for $39 per agent per month.
3. Freshdesk
Freshdesk is a comprehensive customer support software developed by Freshworks Inc. It’s designed to streamline customer service processes and improve the quality of support provided by businesses across various industries. Freshdesk offers a multitude of features aimed at enhancing customer experience and boosting the efficiency of support teams.
Key features
- Ticket management
- Zia AI Assist
- Self-service
- Agent productivity
- Customization
Pricing
- Growth: $15/agent/month
- Pro: $49/agent/month
- Enterprise: $79/agent/month
4. Front
Front is a customer communication platform that centralizes your email, social media, and team collaboration into one unified inbox. It is designed to help teams work together more efficiently on customer communications and to provide better service.
Here’s a detailed look at some of the key features of Front:
- Unified Inbox
- Collaboration Tools
- Automated Workflows
- Analytics and Reporting
- Integrations
- Customization
- Mobile Accessibility
Pricing
- Starter: $19/user/month
- Growth: $59/user/month
- Scale: $99/user/month
- Premier: $229/user/month
5. Kayako
Kayako is a comprehensive customer support platform designed to help businesses provide exceptional customer service efficiently. It combines various support tools into a single application, enabling companies to manage customer interactions across multiple channels seamlessly.
Here’s a more detailed look at Kayako and its features:
- Multi-Channel Support
- Unified Customer View
- Live Chat
- Self-Service Portal
- Help Center
- Ticketing System
- Automation and Workflows
Pricing
- Starter: $19/user/month
- Growth: $59/user/month
- Scale: $99/user/month
- Premier: $229/user/month
6. TeamSupport
TeamSupport is a robust customer support software tailored specifically for B2B (business-to-business) companies, helping them manage and enhance their customer service operations. It is designed to streamline communication between businesses and their clients, ensuring efficient resolution of issues and fostering strong customer relationships.
Below are the various features and capabilities of TeamSupport:
- Ticket Management
- Customer Self-Service Portal
- Live Chat
- Customer Management
- Multi-Channel Support
- SLA Management
- Advanced Reporting & Analytics
- Collaboration Features
- Knowledge Base Management
Pricing
TeamSupport offers three pricing levels:
- Essential support – $49 per agent per month
- Enterprise support – $69 per agent per month
- Complete customer support suite – $119 per agent per month
7. Zendesk
Zendesk is a powerful customer service software that caters to businesses looking for a robust, scalable solution to manage their customer interactions. Known for its flexibility and comprehensive set of features, Zendesk allows companies to build better customer relationships through streamlined communication and improved support services.
- Multi-channel support
- Advanced ticketing system
- Automation and workflows
- Customizable interfaces
- Reporting and analytics
- Integrations with other business tools
- Knowledge base and self-service options
- Live chat capabilities
- AI and machine learning enhancements
- Security and compliance measures
Pricing
- Suite team: $55/agent/month
- Suite growth: $89/agent/month
- Suite Professional: $115/month/ user
8. Hiver
Hiver is a customer service solution that transforms Gmail into a powerful collaboration and customer support tool, particularly designed for teams that manage shared inboxes. It is ideally suited for small to medium-sized businesses and teams looking for an efficient way to handle customer communications without leaving the Gmail interface. Below is an elaboration on the various features and capabilities of Hiver:
- Shared Inboxes
- Email Tags
- Collision Alerts
- Email Templates
- Automated Workflows
- Customer Satisfaction Ratings
- Analytics and Reports
- Round Robin Assignment
- Integration with Other Tools
Pricing
- Growth: $22/user/month
- Pro: $37/user/month
- Elite: $57/user/month
9. Intercom
Intercom is a customer communication platform designed to help businesses engage with their customers more effectively. It provides a suite of tools that support real-time, personalized communication and service, aimed primarily at improving user engagement, support, and conversion. Here’s a detailed look at Intercom and its capabilities:
- Live Chat
- Bots and Automation
- In-App Messaging
- Customizable Chat Widgets
- Help Desk and Ticketing
- Knowledge Base
- Customer Feedback
- Email Campaigns
- Reporting and Analytics
- Integrations with Other Tools
Pricing
- Essential: $39/month
- Advanced: $99/month
- Expert: $139/month
10. Groove
Groove is a simple, yet powerful customer support tool designed for small businesses and teams. It emphasizes ease of use and efficiency, providing essential features to manage customer support without the complexity of larger, more intricate systems. Here’s a detailed look at Groove and its capabilities:
- Shared Inbox
- Ticketing System
- Knowledge Base
- Multi-Channel Support
- Collaboration Tools
- Automation
- Reporting and Analytics
- Integrations
- Customer Feedback
Pricing
Groove provides four pricing tiers:
- Starter: Includes one mailbox and live chat at $12 per user per month.
- Plus: Offers five inboxes and complete reporting history for $20 per user per month.
- Pro: Features 25 inboxes and team capabilities at $35 per user per month.
- Custom: Comes with unlimited mailboxes and a dedicated success manager, priced on request.
11. AzureDesk
AzureDesk is a customer support software designed to help small to medium-sized businesses manage their customer service operations efficiently. It provides a suite of tools that enable businesses to deliver excellent customer support, streamline communication, and improve service delivery. Here’s a detailed look at AzureDesk and its features
- Ticketing System
- Multi-Channel Support
- Knowledge Base
- Automation and Workflows
- Reporting and Analytics
- Integration Capabilities
- Customizable Interface
- Customer Feedback System
Pricing
AzureDesk offers a Plus pricing plan at $33 per month, which includes ticket management, a self-service portal, and additional features.
12. Helpwise
Helpwise is a shared inbox platform designed for team collaboration and efficient management of customer communications. It allows teams to handle emails, SMS, WhatsApp, live chat, and social media messages all in one place, streamlining the process and improving response times. Here’s a detailed look at Helpwise and its features:
- Shared Inboxes
- Multi-Channel Support
- Collaboration Tools
- Automation and Rules
- Analytics and Reporting
- Knowledge Base Integration
- Customizable Tags and Categories
- Security Features
- Integrations
- Mobile App
Pricing
- Standard: $12/agent/month
- Premium: $23/agent/month
- Advanced: $39/month/ user
13. Zoho Desk
Zoho Desk is a cloud-based customer service software designed to help businesses manage their customer support activities efficiently. As a part of the Zoho ecosystem, which includes a wide range of business and productivity tools, Zoho Desk integrates seamlessly with other Zoho applications as well as third-party systems. Here’s what makes Zoho Desk stand out:
Key features
- Customization
- Ticket management
- Omnichannel
- Automation
- Analytics
Pricing
- Standard: $14/user/month
- Professional: $23/user/month
- Enterprise: $35/user/month
Considerations for selecting the Right Help Scout alternative
When selecting a Help Scout alternative, consider these essential factors:
1. Feature Set: Look for a platform that offers advanced features such as enhanced collaboration tools, extensive integrations, and superior ticket management systems to improve efficiency.
2. Scalability: Choose a solution that can grow with your business, handling increased volumes of customer interactions without performance degradation.
3. User Experience: Ensure the platform is intuitive and easy to use for both your team and customers, which can help enhance productivity and reduce training time.
4. Integration Capabilities: The platform should seamlessly integrate with existing tools you use, such as CRM systems and e-commerce platforms, to automate processes and streamline data flow.
5. Customer Support and Community: Evaluate the responsiveness of the platform’s support team and the availability of resources like training materials and community forums to assist with the transition.
6. Pricing Structure: Assess the cost-effectiveness of the platform, considering both the subscription fees and what is included in those fees to ensure value for money.
7. Security and Compliance: Confirm that the platform meets industry standards and regulations relevant to your business, with robust security features to protect data.
These considerations will help you choose a Help Scout alternative that not only meets your current needs but also supports your business’s future growth and success.
Which Help Scout Alternative will be Best to go with?
When exploring alternatives to Help Scout, look for help desk solutions that enhance customer service and boost team members’ productivity.
The ideal software should feature an intuitive interface and a centralized service dashboard, enabling seamless interaction and information sharing among your team. It should be user-friendly and cost-effective.
Desk365 embodies these qualities. It facilitates effective customer support, inquiry generation, surveys, and feedback collection.
We encourage you to experience it firsthand or sign up for a free demo to discover how it can enhance your support operations.
