Help Scout vs Gleap
Help Scout is help desk that feels like email — shared inboxes, knowledge base, and live chat without the ticket numbers, while Gleap is customer feedback and bug reporting tool with visual annotations and live chat. Help Scout comes in cheaper, but price alone does not tell the full story. Help Scout is built for teams that want email-like support conversations, whereas Gleap targets product teams wanting visual bug reporting + support.
| Feature | Help Scout | Gleap |
|---|---|---|
| Free tier available | — | ✓ |
| Open source | — | — |
| Beacon | ✓ | — |
| Bug Reports | — | ✓ |
| Feedback | — | ✓ |
| Knowledge Base | ✓ | — |
| Live Chat | — | ✓ |
| Reports | ✓ | — |
| Shared Inbox | ✓ | — |
| Surveys | — | ✓ |
Pricing: Help Scout starts at $20/user/mo. Gleap starts at $25/mo. Help Scout is the more affordable option.
Feature gaps: Help Scout offers Beacon, Knowledge Base and Reports that Gleap lacks. Gleap brings Bug Reports, Feedback and Live Chat that Help Scout does not have.
Team fit: Both tools target small teams teams, so the decision hinges on features and workflow fit rather than scale.
Where each tool shines: Help Scout's biggest strengths are: includes shared inbox as a core feature, purpose-built for customer support workflows. includes knowledge base as a core feature, purpose-built for customer support workflows. Gleap's biggest strengths are: includes bug reports as a core feature, purpose-built for customer support workflows. includes live chat as a core feature, purpose-built for customer support workflows.
Watch out for: With Help Scout, users commonly note that starts at $20/user/mo — on the expensive side, especially for small teams or solo users. With Gleap, the main complaint is that free plan exists but key features are locked behind the paid upgrade.
choose Help Scout if
- Your profile matches its sweet spot: teams that want email-like support conversations
- You want to save on per-user costs — Help Scout is $5.00/user/mo cheaper
- You specifically need Beacon and Knowledge Base
- You care about includes knowledge base as a core feature, purpose-built for customer support workflows
choose Gleap if
- You need a tool built for product teams wanting visual bug reporting + support
- You specifically need Bug Reports and Feedback
- You care about includes live chat as a core feature, purpose-built for customer support workflows
- The free tier works for you: free for 1 project
frequently asked
What is the difference between Help Scout and Gleap?
Help Scout is help desk that feels like email — shared inboxes, knowledge base, and live chat without the ticket numbers, while Gleap is customer feedback and bug reporting tool with visual annotations and live chat. Help Scout comes in cheaper, but price alone does not tell the full story. Help Scout is built for teams that want email-like support conversations, whereas Gleap targets product teams wanting visual bug reporting + support.
Should I use Help Scout or Gleap?
Help Scout is built for teams that want email-like support conversations. Gleap is built for product teams wanting visual bug reporting + support. Pick the one that fits.
When should I choose Help Scout over Gleap?
Choose Help Scout if Your profile matches its sweet spot: teams that want email-like support conversations; You want to save on per-user costs — Help Scout is $5.00/user/mo cheaper; You specifically need Beacon and Knowledge Base; You care about includes knowledge base as a core feature, purpose-built for customer support workflows.
When should I choose Gleap over Help Scout?
Choose Gleap if You need a tool built for product teams wanting visual bug reporting + support; You specifically need Bug Reports and Feedback; You care about includes live chat as a core feature, purpose-built for customer support workflows; The free tier works for you: free for 1 project.
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