Help Scout vs. Helpshift Comparison


Help Scout	Helpshift	+	+
Learn More Update Features	Learn More Update Features	Add To Compare	Add To Compare


		Related Products Zendesk Zendesk is an AI-powered service solution that’s easy to set up, use, and scale. It works out-of-the-box and adapts quickly, enabling businesses to move faster. Built on billions of CX interactions, Zendesk AI supports the whole service journey—from self-service to agents to admins—helping teams resolve issues faster and operate efficiently at scale. Zendesk empowers agents with tools, insights, and context to deliver personalized service on any channel—social messaging, phone, or email. It unifies personalized conversations, omnichannel case management, AI workflows, automation, and a Marketplace of 1200+ apps. Easy to implement, it frees teams from relying on IT or costly partners. Serving over 130K global brands in 30+ languages, Zendesk simplifies business complexity to create meaningful customer connections. Headquartered in San Francisco, it operates worldwide. 8,478 Ratings Visit Website Freshservice If you're looking for an IT service desk solution that's actually simple, turn to Freshservice. A plug-and-play ITIL service desk by Freshworks, Freshservice helps businesses modernize IT and other business functions--without the cost and complexity. Freshservice offers everything teams need for proactive IT service management, including ticketing and asset management, configuration management and enhanced impact analysis, robust incident management functionalities, and more. 2,173 Ratings Visit Website Forethought Forethought delivers the world’s most advanced AI Agents built to think, act, and get smarter with every interaction. No matter the question, “Where’s my refund?”, “How do I update my plan?” or “Why isn’t this working?” - there’s a purpose-built AI Agent ready to help. From chat to voice to SMS, every conversation gets a smart, personalized response powered by your policies, tone, and data. This isn’t just plug-and-play automation. It’s AI with a strategic plan. Forethought helps businesses roll out a multi-agent system across the entire customer experience. With Forethought, your teams can stop piecing together tools and start running a smarter, faster operation. One that delights customers every step of the way. 166 Ratings Visit Website NinjaOne NinjaOne unifies IT to simplify work for 35,000+ customers in 140+ countries. The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience to work faster, smarter, and easier while IT teams modernize and improve efficiency. NinjaOne is a Leader in the Gartner Magic Quadrant for Endpoint Management Tools. The company is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years. 6,065 Ratings Visit Website Sendbird Sendbird is the omnichannel AI agent platform enterprises choose to elevate customer experience, by initiating autonomous support & sales conversations, keeping humans in the loop for complex inquiries, and re-engaging customers with proactive business messages. Combining omnichannel AI and a battle-tested, award-winning communication APIs, Sendbird enables businesses to build AI agents and meaningful customer connections at scale. Sendbird’s AI-powered customer service platform helps businesses deliver scalable, omnichannel support through intelligent AI agents. These agents work seamlessly across channels like mobile apps, web, SMS, and social media, providing instant and proactive assistance to customers 24/7. With the ability to integrate into existing customer support tools, the platform enhances resolution rates, reduces response times, and improves customer experience by offering a unified view of all interactions. 166 Ratings Visit Website ClickUp Every day your team loses hours bouncing between disconnected apps. The problem isn't your people. It's that your software was never built to work together. Bundling tools doesn't fix it. You need convergence. ClickUp is one platform where projects, docs, chat, goals, and AI share the same foundation so nothing gets lost. AI Agents handle busywork around the clock. Context is always intact. Your whole operation finally runs like it should. Tasks, 15+ views, automations, real-time docs, built-in chat, time tracking, whiteboards, goals with automatic rollups, and 1,000+ integrations. All connected. All in one place. Enterprise-ready: SOC 2 Type II, SSO/SAML, advanced permissions. Trusted by teams from startups to the Fortune 500. Stop patching a broken system. Get back the hours your team was never supposed to lose. Free Forever plan available. No credit card required. 19,572 Ratings Visit Website Birdeye Birdeye builds AI agents for multi-location brands — trusted by the largest enterprise brands globally, including Sutter Health, Aspen Dental, Sun Auto and Caesars Entertainment. We give you AI coworkers at every location — for marketing, operations, and customer experience — that do the jobs your business needs done by employing multiple agents that work together to win AI visibility, convert demand, and deliver a consistent customer experience. Enterprise-Ready → Built for Scale SSO, audit logging, HIPAA, SOC 2, and GDPR. Role-based access, tiered approvals, and location-level reporting give corporate and local teams the control they need. So you stay in control while AI handles execution across hundreds of locations. With teams across the U.S., U.K., Australia, and India, Birdeye is redefining how enterprises win locally at scale. 5,194 Ratings Visit Website Odoo Odoo is a fully integrated, customizable, open-source software packed with hundreds of expertly designed business applications. Odoo’s intuitive database is able to meet a majority of business needs, such as: CRM, Sales, Project, Manufacturing, Inventory, and Accounting, just to name a few. Odoo is an all-in-one software solution designed to meet the needs of companies, regardless of their size (or budget). The unbeatable, seamless nature of Odoo helps businesses become more efficient by reducing redundant manual processes, which helps companies save countless hours of labor. Every module is interconnected to provide a fully-integrated experience from app to app, and users can automate many processes that would’ve otherwise required manual inputs into multiple applications. Odoo keeps all business functions in one place, allowing teams to collaborate with other departments from one unified platform in the most efficient way possible. 1,729 Ratings Visit Website SuperOps SuperOps is the AI-native unified platform for modern MSPs and internal IT teams. It replaces the typical four-to-six-tool IT operations stack - PSA, RMM, helpdesk, MDM, asset tracking, network monitoring, patch management and IT documentation - with a single, built-as-one platform on a shared data layer. That architectural choice is what makes the rest of the platform work, particularly its agentic AI. Monica AI, SuperOps' intelligence layer, was designed alongside the platform from day one. It triages tickets, surfaces patch and CVE risks, drafts worklogs, suggests knowledge base articles, and increasingly handles fully autonomous workflows for routine work. SuperOps supports Windows, macOS, Linux, iOS, iPadOS and Android, integrates with the IT and MSP ecosystem (Slack, Teams, Azure AD, Okta, QuickBooks, Xero, Bitdefender, SentinelOne and more), and bundles Splashtop and ISL Online remote access free. Transparent pricing, fast deployment, founder-led product investment. 295 Ratings Visit Website EcholoN EcholoN is a flexible platform for IT Service Management (ITSM), Enterprise Service Management (ESM), Service Desk, Help Desk, Customer Service and Field Service Management. Its integrated Enterprise Application Framework enables organizations to configure workflows, forms, data structures and roles and to build individual business applications on the same platform. EcholoN supports Incident, Request, Problem and Change Management, Service Catalogs, Knowledge Management, Asset and Configuration Management, customer and contract processes, maintenance and technical service. Workflow automation, notifications, escalations, dashboards and reporting help standardize processes and improve transparency. EcholoN is designed for organizations that need more than a traditional ticketing system and want to connect IT, service departments and business processes on one scalable platform 50 Ratings Visit Website
About Delight customers by providing outstanding customer service like no other with Help Scout, a web-based help desk software. Suitable for for companies of all sizes, Help Scout enables businesses to deliver personalized support. The platform offers collaboration features to keep everyone on the same page, automated workflows, best in-class-reporting, an integrated knowledge base, and a robust API. Help Scout also integrates with voicemail services and live chat services like Olark and Snap Engage.	About When mobile users need help, the last thing they want to do is leave your app. That’s why we give them quick and easy in-app help that’s purpose-built for mobile apps and always on. Modern app users prefer messaging over antiquated email and phone support. So, we designed an in-app chat experience that’s easy to use and ready when they are. Our bots automatically resolve common user issues and capture support details for agents so users never have to repeat themselves. App-first support for app-first companies. That’s why we built the world’s best mobile, app-first customer service solution. Join us in ridding the world of bad customer service.
Platforms Supported Windows Not Supported Mac Not Supported Linux Not Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Not Supported	Platforms Supported Windows Supported Mac Supported Linux Supported Cloud Supported On-Premises Not Supported iPhone Supported iPad Supported Android Supported Chromebook Supported
Audience small to medium size businesses	Audience App-first companies
Support Phone Support Supported 24/7 Live Support Supported Online Supported	Support Phone Support Supported 24/7 Live Support Not Supported Online Supported
API Offers API Supported	API Offers API Not Supported
Screenshots and Videos View more images or videos	Screenshots and Videos View more images or videos
Pricing $10.00/month/user Basic - $10/ user / month Standard - $20/ user / month Plus - $35/ user / month Free Version Not Supported Free Trial Supported	Pricing $150.00/month Starting at just $150 per month with an annual contract, you get all of the benefits and features of our Starter plan Free Version Supported Free Trial Supported
Reviews/Ratings Overall 4.6 / 5 ease 4.8 / 5 features 4.5 / 5 design 4.9 / 5 support 4.9 / 5 Read all reviews	Reviews/Ratings Overall 0.0 / 5 ease 0.0 / 5 features 0.0 / 5 design 0.0 / 5 support 0.0 / 5 This software hasn't been reviewed yet. Be the first to provide a review: Review this Software
Pros & Cons from Real Users Pros Help Scout has been a key platform to improve the customer service process throughout the company, one of the main features that I liked about this platform is the ticket assignment system, since this system allows me to assign a different ticket to each one of the agents in charge of my company, in addition, this function is very important to be able to divide the work correctly and to be able to deal with several tickets simultaneously, I really liked this function, since it can assign a large number of tickets to one people so that I can attend to them and thus speed up the work, in addition, I can control the number of tickets that each of the agents in charge is handling. Another feature that I liked about this platform is that it allows me to receive all the tickets and requests from our social networks, that helps a lot since we don't have to be attentive to the inbox of each social network to serve customers who answer us and through this way, but just by checking this inbox within this platform, we will be able to meet the requirements that we obtain through email and through social networks. I also liked that this platform allows me to obtain a real-time status of each ticket, I can know exactly if a ticket is active, if it has already been dealt with and the case has been closed, and I can also check if the ticket is doing attended by one of our agents, this information and monitoring in real time helps me a lot, since it allows me to know how many tickets are pending and how many tickets have been completed correctly. Help Scout has been a service that has improved customer service throughout our company, one of the first things I liked about this platform is the real-time Chat, as it has allowed me to talk to each of my customers in real time, I have been able to meet all kinds of requirements, answer questions or solve problems through this Chat, it allows you to gather all kinds of files or attach images, as well as it has a built-in formula for when we are not in office hours, customers They can access that form and fill it out so that we can attend to them later. Another thing I like about this platform is that it has a shared inbox, which allows you to receive all kinds of emails that enter an inbox, and allows you to store all received messages on your social networks, follow them up and attend them at the right time, in addition, this shared folder allows it to be used by several customer service agents simultaneously, therefore, this allows us to divide the work and attend to several tickets simultaneously simultaneous. I also liked the alert system of this platform and the real-time monitoring of each of the tickets registered in the main panel, since by accessing this panel, I can view the status of each ticket in real time, in addition, The platform divides the tickets depending on the status, I can see the tickets that have been dealt with, the pending tickets with the tickets that are being dealt with at that moment, the alert system works perfectly and sends us alerts every time we receive a new request. Help Scout is an excellent service to develop a correct attention to all customers, with this platform you will be able to manage the large number of tickets that you receive daily within the company, this platform helps to receive notifications every time a new visitor needs a requirement within your website. One of the main things that I like about this platform is that it is capable of sending immediate notifications to all the agents that are registered within it, that means that each agent that registers within the platform to serve customers will receive notification when a new request has been received from a visitor. This feature is very beneficial and helps maintain effectiveness when it comes to meeting each request. Another feature that I like about this platform is that it has implemented a service that helps you talk to all your customers in real time, this function is very important and provides you with an online chat, which you can incorporate into your website. or to any other page, this Live Chat has all the required features so you can send files, images or send a simple text. It is also important to highlight that this platform has really affordable prices, it is one of the cheapest platforms to obtain customer service for your visitors within your website, I recommend it without a doubt since it is a very accessible software with low rates. Help Scout is an excellent mechanism to have a shared inbox in which you can receive all the messages from your clients, as well as receive messages from some visitors to your website, this is an excellent service system to have. to customers quite reliable, in which you can give them a response in less time, this platform has advanced tools to serve customers live. One of the things I like the most about this platform is: 1.- All messages are received in real time, this means that when you link this platform with your social networks and with your website, the messages will be received in your inbox in real time, each message received from a visitor or some client will be sent immediately to the main inbox of this platform, receiving messages in real time helps you know exactly how many tickets you have to attend to. 2.- The Live Chat of this platform is also quite complete, it helps you communicate with each one of the clients or visitors of your website, in addition the chat that it offers allows you to send attached files or documents through the Live Chat, this The feature is pretty cool because it streamlines communication and allows customers to send attachments when needed. I really love the way I can communicate in real time with my client thanks to this live chat, it is totally stable and the reception and sending of messages is done immediately. 3.- I also love the fact of being able to view the tickets that are being attended by one of our agents within the company, we are a real estate company with many agents in charge of giving support to clients when negotiating with us, and through this platform I can see which agent is attending a specific ticket, I can also see the pending tickets and the tickets that have been attended and see the people who completed it. 4.- I also love the way in which you can automate the responses within this live chat, I have configured an automated response so that depending on what the client needs within the web, I can have a response through a Bot, a Bot which is capable of sending automated messages within the Live Chat. This function is very important and helps us to respond to customers without the need to be inside the platform. Help Scout is currently one of the best ways to have proper attention to all customers, providing live support is currently one of the best ways to serve your customers, because it can resolve all kinds of questions in a matter of minutes , one of the things that I liked the most about this platform are the following: - Help Scout has an integration phase with the web page service, when it comes to integrating that platform with our company website it has been quite simple, it has taken us approximately 20 minutes to do it correctly, we have placed a chat in line so that all our clients can solve all kinds of doubts with the help of us and our agents in charge. The integration process with this website was quite simple and compared to other platforms that we have used previously, this easy integration has allowed us to insert the Live Chat without the need to carry out any complex process. - Ticket management within this platform is quite good, and it is positive because it is quite interactive, all tickets are stored within the same inbox, in this way every time a new agent is in charge of attending a ticket, this will be automatically removed from the list of pending tickets, this helps agents avoid confusion when it comes to meeting a specific requirement, all the requirements they have are different. - The live chat provided by this platform is quite complete, previously we used a live chat that only allowed us to send and receive messages, but did not allow us to send and receive attachments. This Live Chat is quite complete, because within it you can send all kinds of images as well as you can send files or documents, this is positive because sometimes we need additional information or some type of specific file right for clients. solve your doubt. - The interface of this platform is quite comfortable, I have a column on the left side where it allows me to access all the sections of the platform, this general interface really helps me to optimize comfort while serving all our clients. - It has an excellent alert system incorporated, which is capable of notifying us when we have received a new ticket within our Live Chat, as well as allowing us to configure all kinds of schedules for live customer service within the website. Cons One of the main disadvantages of this platform is how complicated the process of linking this platform with a website is, this link is very necessary so that you can have access to the Chat in real time within your website and that everyone these requirements are also registered within the platform, however, the process of configuring this Chat in real time with the website can be a bit complicated, therefore, I recommend that a team is used to facilitate the integration process between the website and this platform. Another thing that I did not like about this platform is that currently it is not possible to send a rating email to our clients when their case has been closed and attended to correctly. This is a disadvantage since this rating would help us understand how It was the service process of that client during the requirement process, therefore, this function is also important to qualify the service process of each one of our agents, to know if these people have correctly served or have served a customer correctly. . Another of the negative things about this platform is that it currently does not have an alert system which allows me to know when a ticket has already been closed. This alert system would be very beneficial since it would inform me automatically when a number of tickets are closed. has closed at a specific time, currently, in order to check the status of a ticket, I have to do it manually by entering the platform, and even though I can check and monitor it within this main panel, I would like to receive notifications and alerts when a ticket has already been closed. I have never presented any type of problem with this platform, currently I do not have any type of negative characteristic that is necessary to mention about it, since it has behaved correctly, it has met all our expectations, it has ported essential functions to improve the quality of customer service and Live Chat always works correctly, we have never presented any type of interruption during customer service, I am happy with the fact that this platform has never caused us any type of problem, we are happy with the overall performance and the rate we are currently paying to use this service. The only negative thing that I perceived about this platform is that it has several problems when exporting the customer service record, and I noticed that it cannot be exported through any integration with any other platform, if you need to export all the reports obtained. of each of the customer service, you must do it manually and store it in a service manually, you cannot transfer all that information to a service in the cloud, which can make it a bit difficult to have a backup of the customer service record. It is absolutely necessary that a service be implemented to export all the reports obtained from customer service, in this way we could save all that information in a cloud and it would not be useful for the future, we could know exactly on what date or at what time we has contacted a customer in the past, and we wouldn't have to store all that information within the Help Scout platform. This platform is excellent for perfecting the customer service system, it will help you deal with all types of tickets in a matter of seconds, as well as help you manage the number of requests you receive daily within your website or within your social networks. However, there are some negative things that need to be mentioned about this platform, such as: 1.- The prices of this platform are really high, if you are looking for a platform that offers you similar functions you will realize that they are at a much more accessible price, currently this is one of the most expensive platforms for customer service in vivo, I believe that the prices within this platform should be much lower or create much more personalized plans that allow users to access premium features without having to pay as much. 2.- It also does not have a free trial version available so that users can test the functions before buying any of the plans, I do not have that many platforms currently offer a free trial so that you have live chat functionalities on your website, but this platform is not like that, it does not offer a free trial in any way. 3.- The notification system when a new support ticket is received is not as efficient as it seems, as I previously mentioned, all tickets and requests from customers or visitors are received immediately in the main inbox of the platform, However, I have noticed that sometimes the notifications take time to reach our system or another mobile phone, I think that the notification system should be more optimized. At no time have I had any problem with this customer service platform, I have always been able to have a truly complete experience that has helped me attend to all kinds of requirements in a matter of minutes. I am happy with the general functionality of this platform, at no time has it given me any type of error, I have always been able to attend to my clients live and in real time without any type of interruption, as well as I have been able to manage the number of tickets that we have received during a specific period of time, I am proud that we are receiving these really positive characteristics without any problem.
Training Documentation Supported Webinars Supported Live Online Supported In Person Not Supported	Training Documentation Supported Webinars Supported Live Online Supported In Person Supported
Company Information Help Scout Founded: 2011 United States www.helpscout.com	Company Information Helpshift Founded: 2011 United States www.helpshift.com
Alternatives Zendesk	Alternatives elevio
Freshdesk Freshworks	Tiledesk
User.com	Zendesk
HubSpot Service Hub HubSpot	Thankful
Zoho Desk Zoho View All	HubSpot Customer Platform HubSpot View All
Categories Conversational Support Supported Customer Self-Service Supported Customer Service Supported Help Desk Supported Knowledge Management Supported Live Chat Supported Service Request Management Supported	Categories Conversational Support Supported Customer Self-Service Supported Customer Service Supported Help Desk Supported Live Chat Supported
Customer Service Features Alerts / Escalation Supported Appointment Management Not Supported Call Center Management Not Supported Email Management Supported Knowledge Base Supported Live Chat Supported Performance Metrics Supported Queue Management Supported Self Service Portal Supported Social Media Integration Supported Surveys & Feedback Supported Virtual Assistant Not Supported Workflow Management Supported Help Desk Features Alerts / Escalation Supported Automated Routing Supported Community Forums Not Supported Customizable Branding Supported Document Storage Supported Email Integration Supported Incident Management Not Supported Interaction Tracking Supported IT Asset Management Supported Knowledge Base Supported Known Issue Management Not Supported Live Chat Supported Multi-Channel Communication Supported Multiple Brands / Products Supported Network Monitoring Supported Real-time Chat Supported Self Service Portal Supported Service Level Agreement (SLA) Management Supported Ticket Management Supported Live Chat Features Canned Responses Supported Customizable Branding Supported Geo Targeting Supported Offline Form Not Supported Proactive Chat Not Supported Screen Sharing Not Supported Third Party Integration Not Supported Transfers / Routing Not Supported Website Visitor Tracking Not Supported Show More Features Knowledge Management Features Artificial Intelligence (AI) Not Supported Cataloging / Categorization Not Supported Collaboration Not Supported Content Management Supported Decision Tree Not Supported Discussion Boards Not Supported Full Text Search Not Supported Knowledge Base Management Supported Self Service Portal Not Supported	Customer Service Features Alerts / Escalation Supported Appointment Management Not Supported Call Center Management Not Supported Email Management Supported Knowledge Base Supported Live Chat Supported Performance Metrics Supported Queue Management Supported Self Service Portal Supported Social Media Integration Supported Surveys & Feedback Supported Virtual Assistant Supported Workflow Management Supported Help Desk Features Alerts / Escalation Supported Automated Routing Supported Community Forums Not Supported Customizable Branding Supported Document Storage Supported Email Integration Supported Incident Management Not Supported Interaction Tracking Supported IT Asset Management Supported Knowledge Base Supported Known Issue Management Supported Live Chat Supported Multi-Channel Communication Supported Multiple Brands / Products Supported Network Monitoring Supported Real-time Chat Supported Self Service Portal Supported Service Level Agreement (SLA) Management Supported Ticket Management Supported Live Chat Features Canned Responses Supported Customizable Branding Supported Geo Targeting Supported Offline Form Supported Proactive Chat Supported Screen Sharing Supported Third Party Integration Supported Transfers / Routing Supported Website Visitor Tracking Supported
Integrations 5X Supported AppFollow Supported Blotout Supported Boostopia Supported Campaign Monitor Supported Constant Contact Supported Crowdin Supported Klaus Supported Meltano Supported Miuros Supported Plantt Supported Zoho Directory Supported Zowie Supported Google Workspace Supported Mixpanel Supported PartnerHero Supported Plain Supported Resemble AI Supported elevio Supported Show More Integrations View All 173 Integrations	Integrations 5X Supported AppFollow Supported Blotout Supported Boostopia Supported Campaign Monitor Supported Constant Contact Supported Crowdin Supported Klaus Supported Meltano Supported Miuros Supported Plantt Supported Zoho Directory Supported Zowie Supported Google Workspace Not Supported Mixpanel Not Supported PartnerHero Not Supported Plain Not Supported Resemble AI Not Supported elevio Not Supported Show More Integrations View All 30 Integrations
Claim Help Scout and update features and information Claim Help Scout and update features and information	Claim Helpshift and update features and information Claim Helpshift and update features and information