Help Scout vs TOPdesk

Help Scout7.1Visit TOPdesk6.9Visit

Higher score 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

vs

TOPdesk #8 in Ticketing Software 6.9/10 From £51/mo ✓ 2 of 5 features Visit TOPdesk

• Help Scout fits best

  Small teams wanting a straightforward shared inbox

• TOPdesk fits best

  Organizations wanting mature IT service management

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Side by side

Feature	Help Scout 7.1/10 Visit ↗	TOPdesk 6.9/10 Visit ↗
At a glance
Editor score	7.1	6.9
Ranking	#6 in Ticketing Software	#8 in Ticketing Software
Best for	Small teams wanting a straightforward shared inbox	Organizations wanting mature IT service management
Pricing model	Free plan + paid	Paid
Starting price	$25/user/mo	Not published
Free plan	✓ (best)	—
Free trial	—	—
Deployment	Cloud, Mobile	Cloud, Mobile
Platforms	Web, iOS, Android	Web, iOS, Android
Support	Email, Docs	Email, Phone, Docs, Community
Compliance	HIPAA, SSO/SAML, 2FA	SOC 2, GDPR, SSO/SAML
Integrations	100+ integrations	100+ integrations
Built for	Small business, Mid-market	Small business, Mid-market, Enterprise
Features Help Scout 2/5 · TOPdesk 2/5
SLA management	✓	✓
Workflow automation	Not published	Not published
Customer portal	✓ (best)	Not published
Knowledge base	Not published	✓ (best)
Reporting and analytics	Not published	Not published
Specs
Included agents	Not published	Not published
Supported channels	Not published	Not published
Our review
Pros	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	Incident, asset, self-service, and knowledge-base tools in one suite Open API, webhooks, and 100+ integrations support connected workflows Mobile apps help operators manage calls and operational tasks
Cons	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	No free plan; Essential starts at £51 per agent per month SLA and multi-level change approvals require Engaged or Excellent Support channels do not include 24/7 coverage
Our verdict	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 →	TOPdesk is a service management platform for IT and other service teams that need structured ticket handling, asset records, and request intake. Teams can route, assign, and track incidents; link assets to users through CMDB records; and… Read the review →

Strengths and trade-offs

• 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

• TOPdesk — where it wins

  • Incident, asset, self-service, and knowledge-base tools in one suite
  • Open API, webhooks, and 100+ integrations support connected workflows
  • Mobile apps help operators manage calls and operational tasks

  Where it doesn't

  • No free plan; Essential starts at £51 per agent per month
  • SLA and multi-level change approvals require Engaged or Excellent
  • Support channels do not include 24/7 coverage

• 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 →
• TOPdesk6.9/10 · From £51/mo

  A mature ITSM suite with broad service-desk coverage and tiered pricing.

  Visit TOPdeskFull verdict →