Comparer
HelpFalcon vs Help Scout
Help Scout est un helpdesk de type boîte de réception partagée, simple à prendre en main. HelpFalcon est conçu pour les équipes qui ont besoin d'un modèle de tickets complet : SLA, déclencheurs complexes, plusieurs marques, formulaires et une API compatible Zendesk.
Cette page a été traduite automatiquement et n'a pas encore été relue par une personne de langue maternelle française. En cas de doute, la version anglaise fait foi. Lire en anglais
Help Scout Plus
$45
par agent / mois, facturé annuellement, au 2026-11-09
HelpFalcon Pro
$27
par agent / mois, facturé annuellement, copilote IA inclus
Prix catalogue 40 % plus bas par agent
Prix catalogue en USD par agent et par mois, facturation annuelle. Help Scout vérifié le 2026-11-09. helpscout.com/pricing
Ce que paie une équipe de 20 agents
Prix catalogue en facturation annuelle, en dollars américains et hors taxes. Help Scout vérifié le 2026-11-09.
| Éditeur et offre | Par agent / mois | Par an |
|---|---|---|
| Help Scout Plus | $45 | $10,800 |
| HelpFalcon Pro | $27 | $6,480 |
Vous gardez $4,320 par an
Help Scout prices per user per month. $45 is the Plus price on annual billing; billed monthly it is $54.
Au 2026-11-09, consultez helpscout.com/pricing pour les prix actuels. En USD, hors taxes. Détail complet des offres.
En un coup d’œil
| Sujet | Help Scout | HelpFalcon |
|---|---|---|
| Modèle tarifaire | Par utilisateur et par mois | Par agent et par mois ; agents light gratuits |
| Modèle de tickets | Boîte de réception partagée (conversations) | Tickets avec statuts, formulaires, champs et SLA |
| IA générative | AI Assist, Drafts et Summarize inclus ; l'option Envoy résout à $0.75 par résolution | Copilote inclus dans chaque offre payante (usage raisonnable) |
| API compatible Zendesk | Non | Oui, /zd/api/v2 |
| Essai | 15 jours sur Standard et Plus, sans carte ; Pro sur démonstration | 14 jours de Pro, sans carte |
Informations sur Help Scout issues du site public de l'éditeur, vérifiées le 2026-11-09 : helpscout.com/pricing. Consultez-le pour les informations à jour.
Fonction par fonction
Chaque ligne est un point sur lequel une équipe de support se décide. HelpFalcon répond de la même façon sur toutes les pages de comparaison, pour qu’elles ne se contredisent pas ; la colonne Help Scout décrit ce que l’éditeur documente publiquement.
Le tableau détaillé, les raisons de changer et les questions ci-dessous ne sont pour l’instant disponibles qu’en anglais.
| Fonction | Help Scout | HelpFalcon |
|---|---|---|
| Tickets and workspace | ||
| Full ticket model: statuses, fields, forms | Partiel Conversations with active, pending and closed states and custom fields; not ticket forms, custom statuses or SLA policies. | Oui Statuses grouped under New, Open, Pending, On-hold and Solved, custom statuses, custom fields, conditional ticket forms, and custom objects, approvals and ticket layouts from Pro. |
| Shared and personal views with live counts | Partiel Folders and saved searches rather than views with live counts and bulk macros. | Oui Group by, column sorting, CSV export, and bulk edit, merge or macro on hundreds of tickets at once. |
| Macros, keyboard shortcuts and play mode | Partiel Saved replies and workflows. We could not confirm a play-mode queue. | Oui Macros on every plan, the keyboard shortcuts and search syntax Zendesk agents already know, and play mode with agent capacity from Growth. |
| Side conversations with other teams | Non confirmé We could not confirm a side-conversation equivalent on the vendor’s public pages. | Oui Email, Slack or Microsoft Teams threads beside the ticket and out of the customer conversation. From Pro. |
| Several brands in one workspace | Partiel Several mailboxes, each with its own address and Docs site, rather than a brand model across rules and forms. | Oui Each brand with its own addresses, help centre and forms: 1 on Starter, 5 on Growth, 25 on Pro, 300 on Enterprise. |
| Channels | ||
| Email on your own domain | Oui Several mailboxes on your own domain, in a calm email-like interface: ahead of us on feel. | Oui Any number of support addresses per brand, DKIM and SPF checks, quote stripping, loop and bounce protection, and a suspended queue for mail that should not become a ticket. |
| Web messenger and web forms | Oui The Beacon widget with chat, help articles and a contact form. | Oui Messenger with bot flows and verified visitors, plus embeddable contact forms. The snippet keeps the same zE() calls as the Zendesk widget. |
| WhatsApp, SMS and social messaging | Non confirmé We could not confirm WhatsApp or social messaging channels on the pages we read. | Oui WhatsApp Cloud API, SMS through Twilio or your own gateway, Facebook Messenger and page posts, Instagram DMs and comments, Telegram, Viber, LINE, WeChat and X. Message fees are passed through. |
| Voice: browser phone, menu, recordings | Non No telephony channel in the product. | Oui Numbers answered in the browser, a phone menu with queues, voicemail, consent-based recording, transcripts and call summaries, or keep Aircall, 3CX or RingCentral. Newer than the rest of the product. |
| Native mobile apps and messenger SDKs | Partiel Agent apps for iOS and Android; the widget runs in your own app through JavaScript rather than a native SDK. | Partiel The workspace installs as an app on a phone and sends push today, and the messenger runs full screen in a web view. Native agent apps and iOS, Android, React Native and Flutter SDKs are built and waiting for store review. |
| Automation and SLAs | ||
| Triggers, automations and webhooks | Oui Workflows, manual and automatic, with conditions and actions. | Oui Zendesk-shaped conditions and actions, unlimited on paid plans, with signed webhooks, retries with backoff and a delivery log. |
| SLA policies with business hours | Non No SLA policy model with business hours and holidays; workflows can escalate on elapsed time. | Oui The five standard SLA metrics with business hours and holidays from Growth, and group SLAs (OLAs) from Pro. |
| Routing: round robin, capacity, skills | Partiel Assignment through workflows and teams. We could not confirm skills-based routing. | Oui Round robin and capacity rules from Growth, skills-based routing and a suggested assignee from Pro. |
| Sandbox and rule testing before go-live | Non confirmé We could not confirm a sandbox or rule simulation. | Oui A sandbox workspace, rule simulation, and configuration export and import as files you can review. From Pro. |
| AI | ||
| AI copilot in the plan price | Oui AI Assist, AI Drafts and Summarize are included in the plans. | Oui Drafts with their sources, thread summaries, two-way translation and suggested macros in every paid plan, under a fair-use allowance of 50 to 700 actions per agent and month. No per-seat add-on. |
| Autonomous AI agent | Oui The Envoy add-on resolves conversations at $0.75 per resolution, charged once per conversation, with a monthly cap you set. | Oui Answers on the messenger, email, WhatsApp and the phone menu, and hands over to a person with a summary. $0.50 per automated resolution. |
| Intent, sentiment and language as rule fields | Non confirmé We could not confirm intent and sentiment as fields that rules can use. | Oui Tagged on arrival and usable in triggers, views and reports. Personal data is redacted before anything leaves the workspace, and AI can be switched off per workspace. |
| Help centre | ||
| Help centre with articles and search | Oui Docs sites with search. | Oui On every plan, the Free plan included, with AI answers in search, article analytics and searches that found nothing. |
| Help centre per brand on your own domain | Oui A Docs site per mailbox on your own domain. | Oui help.yourcompany.com with one DNS record and an automatic certificate, your colours and forms, and a theme code editor. |
| Article translations | Non confirmé We could not confirm per-article translations. | Oui Every article in as many languages as you support, with a fallback language and per-language text blocks. |
| Customer portal and community forums | Partiel Customers can see their own conversations when signed in; no community forums. | Oui Request forms and My requests with magic-link, password or the brand’s own single sign-on, plus topics, posts, votes and moderation. |
| Reporting | ||
| Dashboards and live agent activity | Oui Reports on conversations, happiness and Docs. | Oui A support-operations dashboard out of the box, shared dashboards for leads and a live agent activity view. From Growth. |
| Build your own reports | Partiel Fixed report views rather than a report builder with your own metrics. | Oui Pick metrics and attributes, filter, group, drill down to the tickets behind a number, save, schedule by email and alert when a metric crosses a line. From Growth. |
| CSAT, QA scorecards and AutoQA | Oui Happiness ratings. | Oui CSAT with reason codes on every paid plan; QA scorecards, AI scoring of every conversation and workforce management from Pro. |
| Export to your data warehouse | Partiel Through the API or a third-party connector. | Oui Scheduled raw-data export on Enterprise, CSV export and a full workspace export on every paid plan. |
| API and integrations | ||
| Documented REST API | Oui A documented REST API with OAuth. | Oui An OpenAPI reference with an explorer, cursor pagination and rate-limit headers, at 200 to 2,500 requests a minute depending on the plan. |
| Zendesk-compatible API for your own scripts | Non Scripts written for Zendesk have to be rewritten. | Oui Tickets, users, organizations, search, uploads, incremental exports and the help centre at /zd/api/v2, with Zendesk request and response shapes. Change the base URL and the token. |
| Sidebar apps and an app framework | Partiel Integrations and a sidebar app API rather than a full app framework. | Oui Apps compatible with the Zendesk App Framework run in the ticket sidebar, next to OAuth apps and a connector that shows your own customer data in the ticket. |
| Large third-party app marketplace | Partiel An app directory, smaller than the suite vendors in this comparison. | Partiel We have our own app framework and marketplace, but a young catalogue. Slack, Microsoft Teams, Jira, Linear, GitHub, GitLab, Shopify, Stripe, HubSpot, Salesforce and calendars are built in. |
| Security and compliance | ||
| Single sign-on and user provisioning | Partiel SAML single sign-on on the higher plans. | Oui Google and Microsoft sign-in on every plan, OpenID Connect from Pro, SAML and SCIM on Enterprise, and customer single sign-on per brand. |
| Two-step verification, passkeys, audit log | Partiel Two-factor sign-in. We could not confirm an exportable audit log. | Oui TOTP, passkeys and security keys on every plan and enforceable per workspace; an append-only log of admin changes, sign-ins and ticket access, with export and SIEM streaming on Enterprise. |
| GDPR export, erasure, retention, own key | Oui GDPR tooling and a DPA. | Oui Per-person export and erasure with four-eyes approval, retention policies, regional redaction packs, per-workspace encryption keys and a customer-managed key on Enterprise. |
| SOC 2 or ISO 27001 report | Oui A SOC 2 report is published: ahead of us here. | Non Not yet, and we will not pretend otherwise: an independent penetration test and the SOC 2 programme are planned before launch. The trust centre carries the current status. |
| Data location | ||
| EU hosting on every plan | Non confirmé We could not find an official statement on EU data hosting. | Oui Every workspace is hosted in the EU, on the Free plan too, with backups in the same region and a published subprocessor list and DPA. |
| Choice of another region | Non confirmé Not stated on the pages we read. | Non EU only today. US and Africa regions are planned for Enterprise customers who need them. |
| Migration | ||
| Built-in importer from Help Scout | Sans objet Help Scout is the system you are moving from. | Oui Built in and read-only against your old account, with a volume estimate, a dry run, a resumable full import and a report of everything that needs a decision. |
| Getting your data out of Help Scout | Oui An app you create yourself reads every mailbox that user can see, and a Docs API key adds the articles. | Oui A one-click export of the whole workspace, plus the REST API and incremental exports, so the next move is never blocked by us. |
| Delta sync and parallel run until go-live | Sans objet The parallel run happens on the HelpFalcon side. | Oui Repeat syncs every few minutes while your team keeps working, then go live one group at a time with the old system read-only as a way back. |
| Plans and support | ||
| Free plan | Oui Yes, up to 5 users: more generous than our single agent. | Oui One agent, 100 tickets a month, email, web form and a help centre. No card. |
| Trial without a card | Oui 15 days on Standard and Plus without a card; Pro by demo. | Oui 14 days of Pro, then the workspace moves to the Free plan instead of locking you out. |
| No seat caps or ticket limits | Oui Per user with no ticket cap. | Oui Unlimited agents and unlimited tickets on every paid plan. Light agents are free: 5 on Starter, unlimited from Growth. |
| Support and a published uptime SLA | Non confirmé We could not confirm a published uptime SLA on the pages we read. | Oui Email support from Starter, email and chat on Pro, priority support and a named success manager on Enterprise. 99.5 % availability on Pro, 99.9 % on Enterprise. |
| Assisted migration | Non confirmé Migration help is not described in the plans we read. | Oui Free for teams over 20 agents: we plan the waves with you and watch the parallel run. |
Informations sur Help Scout issues du site public de l'éditeur, vérifiées le 2026-11-09 : helpscout.com/pricing. « Non confirmé » signifie que nous n’avons trouvé aucune indication claire sur les pages publiques de l’éditeur le 2026-11-09, et non que la fonction est absente. Une erreur ou une information dépassée ? Dites-le-nous et nous la corrigerons.
Pourquoi les équipes quittent Help Scout
Keep the calm inbox and add the ticketing you have outgrown: SLA policies with business hours, forms, custom statuses, brands, skills-based routing and a Zendesk-compatible API, with your conversations and Docs imported.
The inbox stopped being enough
The usual trigger is an SLA a customer asked for, a second brand, or a form with conditional fields. HelpFalcon has SLA policies with business hours and holidays, custom statuses, conditional forms and up to 300 brands.
Rules that can carry a process
Triggers on every update, automations on time, group SLAs, skills-based routing, approvals and side conversations with other teams, with a sandbox to try a rule before it goes live.
Reporting you can build yourself
Pick metrics and attributes, filter, group and drill down to the tickets behind a number, then schedule it by email. QA scorecards, AI scoring of every conversation and workforce management come with Pro.
A price that does not climb with the features
Everything above is on our Pro plan at $27 per agent a month on annual billing. Help Scout lists Plus at $45 and Pro at $75 per user a month on annual billing: $10,800 a year for 20 agents on Plus against $6,480 here.
Your conversations and Docs come with you
Mailboxes become groups and brands, teams become groups, users become agents, saved replies become macros, conversations become tickets with their threads, and Docs becomes your help centre.
Ce que vous gardez en changeant
L’import depuis Help Scout est intégré. Il lit seulement votre ancien compte et n’y modifie rien.
Repris automatiquement
- Mailboxes as groups, and as brands when you have more than one
- Teams as groups and users as agents
- Customers and custom fields
- Saved replies as macros
- Conversations with their threads, as tickets
- Docs collections, categories and articles as your help centre
À refaire à la main
- Help Scout workflows: the report lists each one to rebuild as a trigger, automation or macro
You create the app yourself under My Apps, so no new billing relationship is needed; a Docs API key adds the articles. Help Scout allows 200 requests a minute per account (400 on Plus), and the importer lets you lower the rate so your team can keep working.
Les points forts de Help Scout
Help Scout peut mieux vous convenir si ces points comptent le plus pour vous. Une comparaison honnête le dit aussi :
- Une interface sereine, proche de l'e-mail, que les petites équipes adoptent rapidement.
- Offre gratuite jusqu'à 5 utilisateurs.
Prix catalogue de Help Scout
| Offre | Facturation annuelle | Facturation mensuelle |
|---|---|---|
| Freejusqu'à 5 utilisateurs | $0 | $0 |
| Standardpar utilisateur | $25 | $30 |
| Pluspar utilisateur | $45 | $54 |
| Propar utilisateur | $75 | $90 |
Au 2026-11-09, consultez helpscout.com/pricing pour les prix actuels. En USD, hors taxes.
- La page tarifaire de Help Scout affiche un prix par offre derrière un sélecteur mensuel/annuel portant la mention « -16 % » ; les montants annuels ci-dessus sont ceux affichés par défaut et les mensuels les mêmes prix sans cette remise. La page ne dit rien des taxes, et nous n’avons toujours pas trouvé de déclaration officielle sur l’hébergement des données dans l’UE.
Prix catalogue de HelpFalcon
| Offre | Facturation annuelle | Facturation mensuelle |
|---|---|---|
| Free | $0 | $0 |
| Starter | $11 | $14 |
| Growth | $18 | $22 |
| Pro | $27 | $33 |
| Enterprise | $39 | annuel uniquement |
Par agent et par mois, en USD, hors taxes. Détail complet des offres.
Questions sur la migration depuis Help Scout
Is HelpFalcon not much heavier than Help Scout?
It has more in it, but the workspace is built to stay quiet: views, tabs, macros and keyboard shortcuts, with the advanced parts (forms, SLAs, routing) switched on only when an admin sets them up.
What comes over from Help Scout?
Mailboxes as groups and brands, teams as groups, users as agents, customers, custom fields, saved replies as macros, conversations with their threads as tickets, and Docs as your help centre.
What has to be rebuilt by hand?
Help Scout workflows. The dry-run report lists each one so you can rebuild it as a trigger, automation or macro.
Do we lose the simple, email-like feel?
Agents still read a thread and reply. What changes is what the system can do around it: statuses, SLAs, forms and reports. Light agents who only need to read or comment are free.
What is Help Scout still better at?
A calm, email-like interface that small teams pick up in an afternoon, a free plan for up to five users against our one agent, and a simpler setup when you do not need SLAs, forms or brands. We also could not find an official statement on EU data hosting for Help Scout, which may matter to you in either direction.
Prêt à laisser la facture Zendesk derrière vous ?
Commencez avec l'offre gratuite ou 14 jours d'essai de Pro. Sans carte, sans appel commercial.
Zendesk est une marque de Zendesk, Inc. Help Scout sont des marques de leurs propriétaires respectifs. HelpFalcon n'est ni affilié à Zendesk, Inc. ou à tout autre éditeur cité ici, ni approuvé ou sponsorisé par eux. Les noms de produits sont utilisés uniquement pour décrire la compatibilité et comparer des informations publiques.