8 Help Scout helpdesk alternatives to consider in 2022

8 Help Scout helpdesk alternatives to consider in 2022
By Mara Calvello | On May 20, 2022
8 min read
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Help desk software and customer service platforms are known and loved by organizations of all shapes and sizes. 

One of the most popular options is Help Scout, a customer support system created to assist teams as they focus on growing customer relationships. Whether customers are reaching out via email, self-service, or live chat, Help Scout is committed to enhancing every interaction agents have with them. 

If you’re not certain Help Scout is right for you, it’s a good idea to learn more about the Help Scout alternatives on the market, including details surrounding price points, features, and integrations.

In this article:

A quick overview of Help Scout

Before exploring the Help Scout alternatives available, first learn more about what Help Scout has to offer its customers.

Who uses Help Scout? 

Help Scout was built for businesses looking to always do right by their customers. Companies with customer-centric values—from small businesses, new startups, nonprofits, and high-growth organizations— turn to Help Scout to build better relationships with their customers. 

Some notable organizations who use Help Scout are Basecamp, Reddit, AngelList, Mixmax, and Pocket.

Help Scout features

There are many Help Scout features we love, including custom fields for all your data needs, how easy it is to have a conversation within a ticket, automated actions within workflows, and shared inboxes. 

Some other notable features include:

  • Sending teammates private notes
  • Saved replies to frequently asked questions
  • Flexible messaging to enhance the customer experience
  • Customizable profiles for every customer

But, it’s not all sunshine and rainbows. You should also understand the challenges of using Help Scout.

Help Scout pricing

Help Scout lets users choose if they’d like to pay monthly or annually, but they note in their website that users paying annually save up to 20%. 

The annual pricing is broken down into three categories:

  • Standard: $20 per user per month
  • Plus: $35 per user per month
  • Company: $60 per user per month

Test and compare customer support software before you buy

8 Help Scout alternatives to consider in 2022

Before we dive into the alternatives, let’s walk through our selection criteria for Help Scout alternatives. To highlight the best Help Scout alternatives and help you in your software purchasing decision, we looked at a multitude of important criteria, including: 

  • Feature parity: Platforms that offer the core features you’ll also find when using Help Scout. 
  • Customer reviews: Pulling the best alternatives from sources like G2.
  • Customer ratings: Pulled star ratings from G2.
  • Commonly compared software: Using data from TestBox, we also included the products that Help Scout is most commonly compared with.

Let’s dive in!

Freshdesk

Freshdesk is a cloud-based tool that makes it easy for businesses to streamline how to deliver top-notch customer service. Teams using Freshdesk can have productive and meaningful conversations with customers across SMS, email, and chat. 

The goal of Freshdesk is to simplify how IT, customer services, sales, HR, and marketers do their job as one unit to delight their customers.

Key features

At Testbox, we have three favorite features of Freshdesk, including their intuitive navigation, preconfigured settings, and the useful dashboard. Other features include:

  • One inbox to track and manage incoming support tickets from multiple channels
  • Shared ownership of tickets
  • Ticket dispatching
  • AI-powered chatbot
  • Custom and curated reports
  • Canned responses

Key integrations

Some key integrations you’ll find when using Freshdesk include:

  • HubSpot
  • Salesforce
  • Microsoft Dynamics 365
  • Oracle Netsuite
  • Close

Pricing

Pricing starts at $15/month/user and can go up to $79/month/user.

👉 See Freshdesk vs Help Scout pricing.

What customers have to say about Freshdesk

⭐ 4.4/5 Based on 2,600+ reviews on G2.

Want to compare Help Scout and Freshdesk side-by-side? TestBox helps you test and compare both help desk solutions and choose the best one for your team. Compare and test Help Scout vs. Freshdesk

Intercom

Intercom simplifies how to build better relationships through personalized, messenger-based experiences during every stage of the customer journey. It was built for sales, marketing, and support teams looking to delight customers at scale. This all-in-one communications platform is used by over 25,000 businesses to drive faster growth through positive customer experiences.

Key features

When using Intercom, core features include:

  • Live chat
  • Support bots
  • Shared inbox
  • Product tours
  • Campaign builders
  • Automated answers

Key integrations

Intercom offers APIs that make it easy to integrate with your core tools. You can also explore Intercom integrations through their app store, including:

  • Google Analytics
  • Salesforce
  • SlackOutlook and Google Calendar
  • Jira Cloud
  • Marketo

Pricing

Intercom calculates its pricing by:

  1. Seats, which give teammates access to different tools in Intercom
  2. People reached, the number of unique people reached each month using outbound messaging

This puts Intercom’s starting pricing around $67/agent/month.

G2 rating

⭐ 4.4/5 Based on 2,100+ reviews on G2.

Want to compare Help Scout and Intercom side-by-side? TestBox helps you test and compare both help desk solutions and choose the best one for your team. Start testing

Front

When it first started, Front’s goal was to  simplify collaboration, eliminate busy work, and make every customer feel like they matter. As a customer communication hub, users turn to Front to improve team performance, boost customer relationships, all while saving time along the way.

Key features

Some notable features Front users can expect include:

  • Analytics surrounding team performance, customer experience, tags, and more
  • Custom workflows that automatically route, triage, and escalate messages
  • Real-time collaboration with comments, shared drafts, and team inboxes
  • Industry-standard encryption, enterprise-grade compliance, and governance frameworks to protect customer data

Key integrations

Front offers users a long list of integrations. Some notable ones to take advantage of are:

  • Asana
  • GmailDrift
  • Guru
  • ClickUp
  • GitHub

Pricing

Pricing starts at $19/month/user and can go up to $99/month/user.

G2 rating

⭐ 4.7/5 Based on 1,300+ reviews on G2.

Happy Fox

Happy Fox is a help desk and customer support solution created to streamline the support process with a comprehensive support ticket system, a self-service knowledge base, and advanced community forums. With a long list of features and integrations at your fingertips—plus real-time data in every chat—Happy Fox allows teams to deliver personalized customer service.

Key features

Those using Happy Fox have a variety of features at their fingertips, including:

  • Widget customizations
  • Canned responses
  • Analytics and reporting
  • Live chat translations
  • Chat routing and queuing

Key integrations

Happy Fox boasts a long list of integrations users can take advantage of. Some notable ones are:

  • Shopify
  • Salesforce
  • Slack
  • MailChimp
  • Google Analytics
  • Okta

Pricing

Pricing starts at $29/month/user and can go up to $299/month/user.

G2 rating

⭐ 4.5/5 Based on 120+ reviews on G2.

Hiver

Hiver is a multi-channel help desk solution created for the Google Workspace. It delivers fast and straightforward customer service right from Gmail. Founders Niraj Ranjan and Nitesh Nandy started Hiver just over eight years ago with a mission to elevate how people use email, making it noise-free and collaborative for teams, going beyond Forwards and Ccs to share information.

Key features 

Those using Hiver can take advantage of features like:

  • Email delegation
  • Collision alerts
  • Apps for both Android and iOS
  • Email templates
  • Shared drafts
  • Customer surveys
  • Analytics

Key integrations

Hiver effortlessly integrates with a long list of tools and applications. Some honorable mentions are:

  • Google Sheets
  • Slack
  • Zapier
  • Trello
  • Monday
  • ClickUp

Pricing

Pricing starts at $15/user/month and can go up to 69/user/month.

G2 rating

⭐ 4.6/5 Based on 700+ reviews on G2.

Test and compare customer support software before you buy

Zoho Desk

Zoho Desk makes it easy for companies across varying industries to manage customer communication, whether it’s over the phone, live chat, email, social media, or SMS. Users can assign calls to agents based on the team or department while directly routing calls to the best agent for that ticket. Zoho Desk also makes it simple to customize various features for your business and ensures customers always feel satisfied with the support they’re receiving. 

Key features

Those using Zoho Desk can make the most of features like:

  • Multi-channel ticket management
  • Simple email communication
  • Live chat
  • Automated ticket assignments
  • Time tracking
  • Reports and dashboards 

Key integrations

In addition to other Zoho apps, like Zoho CRM, Bug Tracker, and Sales IQ, Zoho Desk boasts integrations with:

  • G Suite
  • Jira
  • Salesforce
  • Slack
  • Trello
  • Asana

Pricing

Pricing starts at $14/agent/month billed annually and can go up to $40/agent/month billed annually.

G2 rating

⭐ 4.4/5 Based on 3,600+ reviews on G2.

Want to compare Help Scout and Zoho Desk side-by-side? TestBox helps you test and compare both help desk solutions and choose the best one for your team. Start testing today! 

Zendesk

Built to cater to the customer's needs, Zendesk makes it possible for agents to provide support across various channels. Zendesk strives to be a unified agent workspace by helping teams provide a faster, more personal experience to every customer. The software is easy to use and helps businesses scale at their own pace.

👉 Already using Zendesk? Check out these Zendesk alternatives.

Key features 

Zendesk offers a long list of features, including:

  • Integrated ticketing system acting as a central hub for customer questions, requests, and concerns
  • 24/7 support with automation and AI
  • An intelligent knowledge base for enhanced self-service, created to empower agents
  • Data and analytics to measure and improve how teams provide an exceptional customer experience

Key integrations

Zendesk natively integrates with the tools and apps you already love using, including:

  • Zoom
  • Harvest
  • Microsoft Teams
  • Intercom
  • Monday.com
  • Zapier
  • Survey Monkey

Pricing

Pricing starts at $19/per user billed annually and can go up to $99/per user billed annually.

👉 See Freshdesk vs Help Scout pricing.

G2 rating

⭐ 4.3/5 Based on 3,900+ reviews on G2.

Want to compare Help Scout and Zendesk side-by-side? TestBox makes it easy to test and compare both help desk solutions and choose the best one for your team. Start testing

HubSpot Service Hub

It’s not uncommon for customer service teams to struggle to meet the customer's demands, which is where HubSpot Service Hub comes into play. This tool brings all customer service data into one centralized location and makes it possible for your team to scale support through self-service and automation. For businesses looking to retain and grow their customer base, HubSpot Service Hub has everything they need.

Key features 

No matter how your team chooses to use HubSpot Service Hub, there will be a long list of features at their fingertips. Some include:

  • Customer portal
  • Omni-channel messaging
  • Knowledge base
  • Social media management
  • Email tracking 
  • Built-in analytics, reports, and dashboards
  • Live chat
  • VoIP calling

Key integrations

The HubSpot Marketplace is full of noteworthy integrations with apps and tools that you’ll likely find in your tech stack. Some include:

  • Zoom
  • Asana
  • Jira
  • Databox
  • Hootsuite
  • Pandadoc
  • Zapier

Want more? Learn about our top challenges with HubSpot Service Hub.

Pricing

The HubSpot Service Hub breaks its prices down by which department within your organization will be using it most. It also lets you customize your rate by contracts. For example, the Marketing package starts at $45/month, which is priced at 1,000 marketing contracts, paying annually. There are two other plans within the Marketing package.

There are also Sales, Customer Service, CMS, and Operations packages. The Sales and Customer Service packages pay by users of the tool, whereas CMS and Operations have flat-rate bundles.

👉 See HubSpot vs Help Scout pricing.

G2 rating

⭐ 4.4/5 Based on 1,000+ reviews on G2.

Want to compare Help Scout and HubSpot Service Hub side-by-side? TestBox helps you test and compare both help desk solutions and choose the best one for your team. Let's get testing! 

Wrapping Up

There’s no denying that there are a lot of options for Help Desk software on the market, which means it’s not always easy to know which choice makes the most sense for your business. 

Plus, thanks to TestBox, it’s easy to compare products. You can jump straight into testing and comparing software product features in just a few clicks, plus pricing, data security, compliance, and implementation options.

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Mara Calvello

Mara Calvello is a freelance writer for TestBox in addition to being a Content Marketing Manager at G2. In her spare time, Mara is either at the gym, exploring the great outdoors with her rescue dog Zeke, enjoying Italian food, or right in the middle of a Harry Potter binge.

TestBox empowers you to have a self-serve, customer-led experience so you can buy new software and feel confident that you made the right choice. Currently focused on Customer Support, TestBox allows you to test out Zendesk, Freshdesk, HubSpot, Dixa, and other products side-by-side. It takes a matter of minutes to sign up and take these products for a test drive. Find out more at TestBox.com or follow on LinkedIn.