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Head-to-head · Ticketing Software

GLPI vs Help Scout

  • Updated Sep 2026
  • Both researched from official sources
  • 4 checks side by side
Higher score GLPI #4 in Ticketing Software 7.7/10 Free plan · paid from €19/user/mo · 45-day trial Free plan✓ 2 of 5 features Visit GLPI
Help Scout #6 in Ticketing Software 7.1/10 Free plan · paid from $25/user/mo · 15-day trial Free plan✓ 2 of 5 features Visit Help Scout

GLPI leads on 1 check, Help Scout on 1, and 2 are even. Who comes out ahead on the 4 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreGLPI · 7.7/10
  • Free planboth

GLPI scores higher on our rubric for ticketing software: 7.7 against 7.1 out of 10; our editors rank them #4 and #6.

Help Scout offers customer portal; GLPI doesn't publish it. GLPI offers knowledge base; Help Scout doesn't publish it.

GLPI is the better fit for IT teams wanting open-source ticketing and asset tracking. Help Scout is the better fit for small teams wanting a straightforward shared inbox.

  • GLPI fits best

    IT teams wanting open-source ticketing and asset tracking

  • Help Scout fits best

    Small teams wanting a straightforward shared inbox

Advertiser disclosure: iTechGuides is reader-supported. We may earn a commission when you click some links. How we rank.

Side by side

Feature GLPI 7.7/10 Visit ↗ Help Scout 7.1/10 Visit ↗
At a glance
Editor score 7.7 7.1
Ranking #4 in Ticketing Software #6 in Ticketing Software
Best for IT teams wanting open-source ticketing and asset tracking Small teams wanting a straightforward shared inbox
Pricing model Free plan + paid Free plan + paid
Starting price Not published $25/user/mo
Free plan ✓ ✓
Free trial — —
Free trial length 45 days 15 days · no card needed
Deployment Cloud, Self-hosted Cloud, Mobile
Platforms Web Web, iOS, Android
Support Tickets Email, Docs
Integrations 8 integrations 100+ integrations
Built for Small business, Mid-market, Enterprise Small business, Mid-market
Features GLPI 2/5 · Help Scout 2/5
SLA management ✓ ✓
Workflow automation Not published Not published
Customer portal Not published ✓ (best)
Knowledge base ✓ (best) Not published
Reporting and analytics Not published Not published
Specs
Included agents Not published Not published
Supported channels Not published Not published
Our review
Pros
  • Links incident and service-request tickets with hardware and software inventory.
  • Supports configurable SLAs, automated assignment, approvals and reporting.
  • Offers open-source self-hosting alongside cloud plans and identity integrations.
  • Free plan includes 5 users, 1 Inbox, and 1 Docs site
  • Shared inbox adds internal notes and collision detection
  • Plans add workflows, SLAs, customer portal, and AI features
Cons
  • Paid cloud hosting starts at €19 per user per month.
  • Private Cloud costs more at €21 per user per month; Custom requires a quote.
  • Support is ticket-based, with no 24/7 support.
  • Free plan is limited to 1 Inbox and 1 Docs site
  • Standard starts at $25 per user per month; higher tiers cost more
  • Pro trial access is handled through sales
Our verdict

GLPI brings IT service management and asset tracking together for organizations handling incidents and service requests alongside infrastructure records. Its help desk covers email intake, custom service catalog forms, routing and a…

Read the review →

Help Scout brings customer conversations, help content, workflows, and support-history access together in a cloud platform. Its shared inbox is designed for customer-facing teams that need to coordinate replies, with internal notes and…

Read the review →
  1. GLPITicketing Software 7.7Free plan · paid from €19/user/mo · 45-day trial
  2. Help ScoutTicketing Software 7.1Free plan · paid from $25/user/mo · 15-day trial

Strengths and trade-offs

  • GLPI — where it wins

    • Links incident and service-request tickets with hardware and software inventory.
    • Supports configurable SLAs, automated assignment, approvals and reporting.
    • Offers open-source self-hosting alongside cloud plans and identity integrations.

    Where it doesn't

    • Paid cloud hosting starts at €19 per user per month.
    • Private Cloud costs more at €21 per user per month; Custom requires a quote.
    • Support is ticket-based, with no 24/7 support.

  • Help Scout — where it wins

    • Free plan includes 5 users, 1 Inbox, and 1 Docs site
    • Shared inbox adds internal notes and collision detection
    • Plans add workflows, SLAs, customer portal, and AI features

    Where it doesn't

    • Free plan is limited to 1 Inbox and 1 Docs site
    • Standard starts at $25 per user per month; higher tiers cost more
    • Pro trial access is handled through sales
  • GLPI7.7/10 · Free plan · paid from €19/user/mo · 45-day trial

    GLPI combines service ticketing, asset records and self-service in cloud or self-hosted deployments.

    Visit GLPIFull verdict →
  • Help Scout7.1/10 · Free plan · paid from $25/user/mo · 15-day trial

    A shared-inbox support platform with a free plan and tiered workflow, SLA, and AI features.

    Visit Help ScoutFull verdict →

More comparisons

All ticketing software comparisons → · Full ranking →

Guides on ticketing software

Reviewed by iTechGuides Editors · Editorial team · Updated Sep 2026

Last updated · How we research and update