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FreeScout Hosting Services

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FreeScout is a free, open-source help desk and shared inbox built with PHP and Laravel. Teams work conversations from one mailbox view: fetch mail, reply, assign threads, add notes, and keep customer history without a per-agent SaaS fee.

The project is maintained and listed in Softaculous. Core FreeScout has no limit on users, tickets, or mailboxes. Official extra modules are separate and may require a module license key from FreeScout.

FreeScout Features

What you can run with FreeScout

Installing FreeScout

RSH Web Services offers FreeScout installation through Softaculous in cPanel. Use this method first to create the application files, database, and administrator account. RSH Web Services can help with installation.

For manual installation, download a current official package, create a least-privilege database user, upload the files, run the web installer, and set mailbox fetch, outgoing mail, cron or queue workers, and agent roles. Official modules install from Manage → Modules inside FreeScout and need outbound access to freescout.net plus any module license key.

Hosting requirements

FreeScout is a PHP/MySQL application intended for shared hosting. Official requirements are PHP 7.4–8.x, MySQL 5.0+ / MariaDB / PostgreSQL, and a web server such as Apache or Nginx. Typical PHP extensions include IMAP, mbstring, openssl, PDO, tokenizer, XML, zip, gd, fileinfo, curl, and iconv. Schedule the FreeScout cron or queue so mail fetch and notifications run on time.

Migrating or upgrading FreeScout

Start with cPanel backups of every FreeScout file and a full database export. For a Softaculous-managed install, use only the backup, clone, restore, or upgrade controls shown for FreeScout before manual work. Softaculous updates FreeScout. It does not convert another help desk into FreeScout.

Move matching files and database together, keep .env values, and test login, mail fetch, replies, attachments, mailbox moves, modules, and notifications. FreeScout documents its own updater and a migrate-to-FreeScout path from other desks; that is a separate import process, not a Softaculous conversion.

FreeScout security

Shared inboxes hold customer mail and files. Use HTTPS, unique administrator passwords, least-privilege roles, and limited attachments. Review module sources before you enable them. Hosting firewall and DDoS controls protect the server; they do not replace FreeScout and module updates. Test PHP changes in staging and clear FreeScout cache after a PHP upgrade.

Backups and recovery

Back up the FreeScout database and all application files, including .env, storage, attachments, modules, and local changes. Keep several dated restore points and one copy outside the account. Create a fresh backup before updates or module installs. Restore privately and verify mailboxes, threads, modules, and outbound mail.

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Frequently Asked Questions

Is FreeScout still maintained?

Yes. FreeScout is an active open-source project and Softaculous ships current 1.8.x builds. That makes it a reasonable choice for a new shared inbox after you test mail fetch, replies, and cron on your PHP version. Official modules follow their own release and license schedule.

Are all FreeScout modules free?

No. The core application is free. Official modules are open source under AGPL-3.0, but many official modules install with a license key from FreeScout. Community modules vary. Review each module’s terms and test it on staging before enabling it on production mail.

Is FreeScout a Zendesk or Help Scout clone?

FreeScout markets itself as a self-hosted alternative to those products: a shared inbox with agents, mailboxes, and conversation tools. It does not copy a vendor’s hosted service or include every paid feature of those platforms. Compare workflows on the official demo before you migrate a live queue.

Can FreeScout use several support addresses?

Yes. You can add multiple mailboxes and move conversations between them. Configure fetch and send settings for each address, then test with a sample thread. Separate mailboxes only stay separate if agent permissions match that design.

How should I test FreeScout before real customers write in?

Use staging. Send mail in and out, assign threads, add internal notes, attach files, paste a screenshot, move a conversation, and check mobile layout. Confirm cron or queue workers run. Restore a backup to a second location before you point a public mailbox at the install.

Why is new mail not appearing?

Check mailbox credentials, IMAP or fetch settings, cron, spam filtering, and FreeScout logs. PHP must reach the mail host. After a PHP upgrade, clear FreeScout cache as the project documents. A stopped scheduled job is a common cause.

How much hosting storage does FreeScout need?

The application itself is lightweight. Growth comes from attachments, pasted images, logs, modules, and backups. Estimate agents and file volume, then leave room for restore copies. Watch disk, inodes, and database size after the inbox goes live.

Can replies come from my domain?

Yes, when outgoing mail uses an address on your domain. Use a dedicated sender, protect its password, test several providers, and add the DNS records your mail service requires. Watch bounces before a large customer mailing.

What should I back up before a FreeScout update?

Copy the database plus application files, .env, storage, modules, and attachments. On Softaculous, use the FreeScout backup control first. Restore that pair privately and check mailboxes and modules before you update the live inbox.