Deskpro vs Help Scout

Deskpro and Help Scout represent different philosophies in customer support software. Deskpro ($39-$99/agent, G2 4.3) is a comprehensive, feature-rich helpdesk with on-premise options and extensive customization, while Help Scout ($0-$75/user, G2 4.4) focuses on simplicity and email-centric support with excellent team collaboration.

Both platforms serve businesses seeking professional customer support solutions, but Deskpro appeals to organizations needing extensive customization and control, while Help Scout attracts teams wanting intuitive, streamlined workflows.

Deskpro offers comprehensive helpdesk functionality including advanced ticketing, SLA management, custom fields, and extensive automation rules. It provides on-premise and cloud deployment options, making it suitable for organizations with strict data requirements. The platform includes built-in live chat, knowledge base, and community forums.

Help Scout focuses on email-centric support with exceptional team collaboration features like collision detection, @mentions, and private notes. Its interface is clean and intuitive, emphasizing ease of use over feature complexity. The platform excels in customer context and conversation management.

Deskpro provides more traditional helpdesk features and customization options, while Help Scout offers a more modern, streamlined approach to customer support focused on email workflows and team productivity.

Deskpro pricing starts at $39/agent/month (Essential) up to $99/agent/month (Enterprise), with on-premise options available. The pricing reflects its comprehensive feature set but can be expensive for larger teams. Custom enterprise pricing is available for specific requirements.

Help Scout offers more accessible pricing starting free for 1 user, then $20/user/month (Standard) to $75/user/month (Pro). The pricing is more transparent and generally lower for small to medium teams, though it can scale up significantly for larger organizations.

For small teams (1-5 agents), Help Scout is typically more cost-effective. For larger teams needing extensive customization, Deskpro's higher-tier plans may provide better value despite higher costs.

Choose Deskpro if you need extensive customization, on-premise deployment options, or complex workflow requirements with advanced ticketing features. Choose Help Scout if you prefer simplicity, excellent email management, and seamless team collaboration without complexity.

Choose Deskpro if: You need extensive customization, on-premise deployment, complex workflow automation, or traditional helpdesk features. It's ideal for larger organizations with specific compliance or customization requirements.

Choose Help Scout if: You prioritize simplicity, excellent email management, and team collaboration over extensive customization. It's perfect for teams that want to get started quickly without complex setup.

Consider Converge ($49/month flat rate, up to 15 agents) as an alternative that provides professional helpdesk features without per-agent costs, potentially offering significant savings compared to both Deskpro and Help Scout while maintaining essential functionality.