When customers write in,
your team needs the right inbox

Customers reaching out to your help@, billing@, and info@ inboxes want personalized answers, fast. Help Scout feels like a regular email inbox, but it’s loaded with features your team needs to work smarter and delight customers.

Regular inbox vs Help Scout inbox
Regular inbox
Help Scout inbox
Missing info on customer
Unclear ownership and poor organization
No built-in collaboration
Regular inbox
Help Scout Inbox
Assign, tag, and sort conversations
Add internal notes and @mentions
Help Scout inbox

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What is a Shared Inbox?

In a personal inbox, you have one email address and one user login. A shared inbox allows multiple users to manage and collaborate on emails from a single address (hello@, info@, etc.). But not all shared inboxes are created equal. Customer-facing teams need features that ensure users won’t miss emails, duplicate work, or lose crucial context on who they are talking to—all things that leave customers feeling frustrated. The good news? Help Scout solves all this and more.

Dig deeper into Help Scout’s shared inbox

Email vs. Help Scout

Gmail, Outlook, and other email inboxes miss the mark on key collaboration, organization, and reporting features that customer-facing teams need.
Here’s how Help Scout stacks up.

Regular Email

  • Receive email from team email address

  • Send email from a team email address

  • Access a group inbox to view all sent and received emails

  • View reports and analytics

  • View historical customer data

  • Assign requests to individual team members

  • Add private, internal notes to support requests

  • Prevent duplicate replies

Help Scout

  • Receive email from team email address

  • Send email from a team email address

  • Access a group inbox to view all sent and received emails

  • View reports and analytics

  • View historical customer data

  • Assign requests to individual team members

  • Add private, internal notes to support requests

  • Prevent duplicate replies

Why your team will love Help Scout

Automate repetitive tasks like sorting emails into folders, assigning emails to teammates, and bulk replies. And answer FAQs in seconds with a searchable library of saved replies.

Accomplish more, sweat less

Tag in teammates and leave private notes on emails to collaborate on solutions before hitting send. And collision detection ensures two people won’t answer the same email.

Collaborate in real-time

View customer conversation history and profile data right alongside their most recent message, so you have all the context you need to provide a personal response.

Get customer data at your fingertips

Track outreach volume, response time, resolutions, or custom data points that are specific to your team. Learn what customers ask about, gather product feedback, and get insight into sentiment.

Report on what matters
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Help Scout has replaced a bunch of different tools for us. For example, we used to have a Google Doc with answers to common questions so agents could respond quickly. Saved replies let us get rid of that.
Ramin SabourCofounder at RealtyNinja
Read Customer Story
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