FreeScout

FreeScout is an open source help desk designed for teams that manage customer support through shared email inboxes. It provides a mailbox-centric ticketing workflow similar to commercial tools like Help Scout, focusing on fast email handling, collaboration, and simple operations.

Key Features

• Shared mailboxes with email-to-ticket conversion (IMAP fetching) and outbound replies (SMTP)
• Threaded conversations with customer profiles, notes, and internal discussions
• Team collaboration features including assignments, mentions, and collision detection to avoid duplicate replies
• Productivity tools such as saved replies, tags, custom folders/views, and search
• Automation rules and workflows via modules (e.g., auto-actions) depending on installed extensions
• Multi-user access with roles/permissions and per-mailbox access control
• Extensible module system for adding functionality (official and community modules)
• Web-based UI optimized for support agents and email-first workflows

Use Cases

• Small/medium teams replacing SaaS help desks for support@ or sales@ inboxes
• IT/service teams managing internal requests via email with assignment and tracking
• Organizations needing a simple, mailbox-driven ticket system with optional add-ons

Limitations and Considerations

• Many advanced capabilities are delivered via optional modules; functionality depends on which modules you install
• Email-centric design: teams needing live chat, omnichannel, or deep CRM features may need additional tools

FreeScout fits teams that want a straightforward, email-based help desk with strong collaboration basics and an extendable architecture. It is particularly suitable when shared mailbox workflows are central and simplicity and control over data are priorities.