- Help Scout alternatives at a glance
- Ten shared inbox and help desk tools
- How to choose shared inbox and help desk software
- Questions to settle before you switch help desk software
- Which type of shared inbox suits which business
- Customer data and the help desk you pick
- Why a smaller help desk tool can be worth a look
- A short checklist for choosing your help desk
- Frequently asked questions
The right shared inbox or help desk depends on your channels, your team size and whether customers look for answers themselves. Check how it handles data and imports, and what you can try for free. This page lists ten options in no particular order, then covers how to choose and switch.
Help Scout is a shared inbox and help desk that lets a small team handle customer emails together, with a help centre and live chat alongside. Many support teams like how personal it feels, and it's well known. If you want a different layout, more channels, self-hosting or something that fits a different type of business, plenty of Help Scout alternatives are worth a look.
Here are ten alternatives to Help Scout in no particular order, sorted alphabetically. Most are smaller, focused tools and a couple are bigger suites. I've taken every description from each tool's own website or help pages, so check the current details on each site before you commit. If live chat is part of what you need, my round-up of live chat software is a useful next read.
Help Scout alternatives at a glance
In the free plan column, Yes means the tool's own site describes a permanent free option or free open-source software, often with limits. Trial only means a free trial but no ongoing free plan. Terms change, so it's worth checking before you start, and they don't always match older reviews.
| Tool | Type | Good for | Free plan |
|---|---|---|---|
| Chatwoot | Open-source platform | Shared inbox, live chat and a help centre | Yes |
| Crisp | Shared inbox and chat | Email, chat and social messages together | Yes |
| FreeScout | Open-source help desk | A self-hosted shared mailbox | Yes |
| Front | Shared inbox platform | Team email and messages with workflows | Trial only |
| HelpDesk | Ticketing system | Email, chat and messaging in one inbox | Trial only |
| Helpwise | Shared inbox | Team email, chat and a help centre | Trial only |
| Missive | Team inbox | Email and chat with your team | Trial only |
| Plain | B2B support platform | Support for software companies and technical products | Trial only |
| Re:amaze | Helpdesk for online shops | Customer conversations from many channels | Trial only |
| Zoho Desk | Help desk suite | Ticketing with automation and reports | Yes |
Ten shared inbox and help desk tools
Chatwoot
Best for: Teams comfortable hosting their own tools who like open source and want every channel in one inbox.
Crisp
Best for: Small businesses who want a website chat widget and a shared inbox from one friendly tool.
FreeScout
Best for: Technical owners who want a Help Scout-style mailbox they can host themselves.
Front
Best for: Larger customer-facing teams who want shared inboxes with assignment, rules and automations.
HelpDesk
Best for: Support teams who want a straightforward ticketing system with a clean, simple layout.
Helpwise
Best for: Small teams who want a shared inbox with live chat and a help centre under one roof.
Missive
Best for: Teams who run on email and want to discuss messages together before replying.
Plain
Best for: B2B and SaaS teams who handle technical questions and want support that fits their workflows.
Re:amaze
Best for: Online shops who answer shoppers across email, social messages and live chat.
Zoho Desk
Best for: Businesses already using other Zoho tools who want ticketing that connects to them.
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How to choose shared inbox and help desk software
Help Scout combines a shared inbox, a knowledge base and live chat. Alternatives lean in different directions, so work out which part you rely on most.
- Inbox style. Do you want a simple shared mailbox or full ticketing with statuses and queues?
- Channels. Email only, or live chat, social messages and text messages too?
- Help centre. If customers search for answers themselves, check the knowledge base tools.
- Collaboration. Private notes, assignment and a warning when two people reply to the same message.
- Automation. Rules and saved replies save time but need checking so replies stay personal.
- Hosting. Cloud service, or self-hosted if you'd like more control over your data.
Questions to settle before you switch help desk software
- Can I import my existing conversations, customers and saved replies?
- How will my support email address connect to the new tool?
- What happens to links to old help centre articles?
- Who on my team needs access, and at what level?
- Where does the tool store customer data, and can I delete it on request?
- What doesn't the free trial or free plan include?
A short parallel run helps, and you'll catch problems early. Forward a copy of incoming mail to the new tool for a week, and check it handles your usual questions. Setup advice for chat is in my guide to setting up live chat for your business.
Which type of shared inbox suits which business
- Solo owners and tiny teams often do well with a simple shared inbox and a free plan or trial to learn on.
- Online shops tend to want social messages and order context in the same place.
- Software companies may need tools that handle technical questions and connect to their product.
- Technical owners can look at open-source options that they host themselves.
- Growing teams usually want reports, roles and automation.
Customer data and the help desk you pick
A shared inbox holds names, emails and often private details. Check where the provider stores data, how it handles requests to delete it and who in your team can export it. If you serve customers in the UK or EU, UK GDPR and EU GDPR apply to how you keep that data. This isn't legal advice, so check the rules for your own situation.
Why a smaller help desk tool can be worth a look
Smaller tools tend to be quicker to learn and often do one job well, such as a clean shared inbox. Check that it's still being updated, read the help pages and try it on a real week of customer messages before you move across.
Do you make a shared inbox or customer support tool? Tool makers can ask to be considered for a featured place on this list.
A short checklist for choosing your help desk
Shortlist two tools that match your channels, try each with a few real conversations, and check that you can export your data later. Keep the one your team finds easiest to use.
Frequently asked questions
What is a shared inbox?
It's an inbox that several people can read and reply from, usually with assignment, notes and a history for each customer.
What's the difference between a shared inbox and a help desk?
A shared inbox focuses on team email. A help desk adds ticket statuses, queues, reports and often a help centre and chat.
Can I move my old conversations to a new tool?
Often, yes. Many tools can import customers and conversations, but check what carries across before you switch.
Do I need live chat as well as email?
Not always. If most customers write by email, a shared inbox may be enough. Add chat if visitors ask questions on your site.
Is open-source help desk software a good idea?
It can be if you're happy to host and update it yourself. Otherwise a hosted service won't leave you doing the maintenance.
