Help Desk Software · reliability comparison

Help Scout vs Kustomer: which is more reliable? (2026)

Kustomer is more reliable than Help Scout, scoring 96.7 vs 89.2 out of 100. Over the last 90 days Help Scout reported 6 incidents and Kustomer reported 3, with effective uptime of 99.91% and 99.99% respectively. Kustomer resolves incidents faster on average (23m).

Data updated Nov 1, 2026 · How we score

Help Scout

89.2/100

Operational

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Kustomer

96.7/100

Operational

Visit Kustomer ↗
VS
MetricHelp ScoutKustomer
Reliability score89.296.7
Rank (help desk platforms)#7#3
Uptime (90 days)99.91%99.99%
Incidents (90 days)63
Partial / major outages00
Avg time to resolve2h23m
Outages we detected00
Transparency score100/100100/100

Where Help Scout and Kustomer differ

  • Help Scout reported 2× as many incidents as Kustomer over the last 90 days (6 vs 3).
  • Kustomer fixes problems faster: 23m on average, against 2h for Help Scout (5.3× quicker).
  • Help Scout's longest outage on record lasted 6h 44m (Jul 14, 2026); Kustomer's lasted 1d 3h (Jan 27, 2026).

90-day uptime

Help Scout

Aug 5, 2026: no incidentsAug 6, 2026: 99.23% uptime, 1 incident (Degraded performance)Aug 7, 2026 – Aug 12, 2026: no incidentsAug 13, 2026: 99.56% uptime, 1 incident (Degraded performance)Aug 14, 2026: 98.56% uptime, 2 incidents (Degraded performance)Aug 15, 2026 – Aug 17, 2026: no incidentsAug 18, 2026: 97.99% uptime, 1 incident (Degraded performance)Aug 19, 2026 – Aug 30, 2026: no incidentsAug 31, 2026: 97.52% uptime, 1 incident (Degraded performance)Sep 1, 2026 – Sep 21, 2026: no incidentsSep 22, 2026: 99.62% uptime, 1 incident (Degraded performance)Sep 23, 2026 – Nov 2, 2026: no incidents
90 days ago99.916% average daily uptimeToday

Kustomer

Aug 5, 2026 – Aug 24, 2026: no incidentsAug 25, 2026: 99.73% uptime, 1 incident (Degraded performance)Aug 26, 2026 – Sep 7, 2026: no incidentsSep 8, 2026: 99.83% uptime, 1 incident (Degraded performance)Sep 9, 2026: 99.72% uptime, 1 incident (Degraded performance)Sep 10, 2026 – Nov 2, 2026: no incidents
90 days ago99.992% average daily uptimeToday

Recent Help Scout incidents

  • Degraded performanceSep 22, 2026 · resolved in 36m

    Mailbox counts, folders, reports, search results

    Affected: Mailbox counts, folders, reports, search results

  • Degraded performanceAug 31, 2026 · resolved in 3h 57m

    Mailbox counts

    Affected: Mailbox counts, folders, reports, search results

  • Degraded performanceAug 18, 2026 · resolved in 3h 12m

    App Access Issues

    Affected: AI Drafts, AI Answers, AI Summarize, AI Assist

  • Degraded performanceAug 14, 2026 · resolved in 1h 18m

    Beacon Issues

    Affected: Beacon

  • Degraded performanceAug 13, 2026 · resolved in 1h 42m

    SLA issues

    Affected: Web App

  • Degraded performanceAug 6, 2026 · resolved in 1h 13m

    Report Loading

    Affected: Mailbox counts, folders, reports, search results

Full Help Scout reliability report →

Recent Kustomer incidents

Full Kustomer reliability report →

Other help desk platforms to consider

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