FreeScout

FreeScout is a free, open-source help desk and shared inbox built with PHP on the Laravel framework. It turns a support email address into a shared mailbox where a team can see each conversation, assign it, reply and add internal notes. FreeScout presents itself as a self-hosted alternative to hosted help desks such as Zendesk and Help Scout.

FreeScout fetches email from existing mailboxes and sends replies through the business's own mail settings, so customers keep writing to the address they already know. Paid modules add features such as an API and webhooks, satisfaction ratings, saved replies and a knowledge base.

What FreeScout handles

• Shared mailboxes with assignment and status
• Internal notes and collision detection
• Multiple mailboxes and unlimited users
• Saved replies, tags and workflows through modules
• API and webhooks through a module

Running FreeScout well

FreeScout is self-hosted, so the business or its provider runs the server. A reliable setup needs scheduled tasks for fetching mail, a background queue for sending, current PHP and FreeScout versions, backups of the database and attachments, and monitoring so a stopped mail fetch is noticed quickly. Updates should be tested before they reach the live help desk, since modules must stay compatible with the core version.

Email authentication matters too. The sending domain needs correct SPF, DKIM and DMARC records so replies from FreeScout reach customer inboxes instead of spam folders.

When FreeScout fits

FreeScout fits small and mid-size teams that handle support by email and want a shared inbox without per-agent subscription fees. Teams that want a fully hosted product with no server to manage may prefer a commercial help desk.