Help Scout Reviews

“streamlined portal for support

Pros

This platform has completely transformed how our team collaborates. It provides an incredibly intuitive portal where we seamlessly manage support tickets together, while simultaneously building a comprehensive knowledge base filled with practical, helpful articles that benefit everyone.

Cons

There is no easy way to turn on dark mode, email signatures sometimes look wrong because of the portal's formatting and I often have to refresh the page to see new notifications.

“helpful templates and great AI tools

Pros

Using pre-written email templates saves us a huge amount of time. The reporting tools are great for tracking our team's work and making sure we maintain high quality. The new AI tools are also the best for helping us write polite and professional replies quickly and easily.

Cons

I feel like having a direct connection to MindBody software would be a fantastic addition.

“simple help desk solution

Pros

Its a pretty simple help desk solution that stays in the background, allowing us to focus entirely on assisting customers.

Cons

The reporting capabilities are not quite as powerful as what we find in some competing tools.

“Clean and logical design

Pros

The clean and logical design is my favorite part. New users can figure it out immediately but help guides are still right there if they are needed.

Cons

If my internet is spotty or slow, the system becomes hard to work with and I have occasionally lost email drafts I was writing.

“Lacks deep integrations

Pros

Help Scout automated responses are usually spot-on and provide a solid foundation when we jump into a live chat with a customer.

Cons

It needs several upgrades before it can be considered truly efficient as it currently lacks deep integration with other systems we use.

“Good but not the best

Pros

Finding information, tagging colleagues and assigning tickets is all very simple. It also connects seamlessly with our customer relationship management system.

Cons

It is often hard to trace a message back to the original one. The newest updates have not been good and we have had repeated problems with our automated connections turning off by themselves.

“Centralizes all customer conversations in one location

Pros

It centralizes all customer conversations in a single location which lets us get back to people almost instantly.

Cons

Connecting the software to a CRM requires paying for a more expensive plan which I did not like.

“Saves me time but somethings give me trouble

Pros

The best part is how much time it saves me and how convenient it makes everything.

Cons

Um the mobile application gives me trouble whenever I try to use it.

“Makes our email support much more efficient

Pros

It makes our email support process much more efficient and faster to handle. And the support team is my favorite aspect as they are excellent at resolving technical problems.

Cons

There is nothing that I dislike about this tool as it works the best for me.

“great for inbox and AI management

Pros

Managing different inboxes is easy and I really get a lot of use from the AI functions and the guide management tools.

Cons

Past conversation history occasionally disappears and new customer replies sometimes fail to show up in the thread which I find really annoying.

“made worse by poor updates

Pros

The cost seemed great at first but now I understand why the price was set so low.

Cons

Too much that I dislike. The design team seems to consistently make poor choices with their updates. For the past half-year, every new change has made the platform more difficult for my team to use. Simple tasks like applying a custom field which used to take one click are now hidden in collapsed menus. They even replaced the standard keyboard shortcut for adding links with their own clunky Command Palette that none of us find helpful. Plus they still have not added proper SLA support.

“Good helpdesk software with automation options

Pros

I found the ticket overview to be quick and efficient, with simple handling, excellent process automation options, and prompt support.

Cons

Expanding the options for certain settings related to website use would enhance the overall experience.

“Help Scout Helps Us Communicate with Our Customers Smoothly

Pros

I really like how easy it is to customize Help Scout. It has proven to be an excellent helpdesk solution for me.

Cons

I have no complaints about Help Scout. Help Scout is exceptional.

“Help Scout: A Super Remarketing System for Customer Services and Helpdesk

Pros

Help Scout is an effective customer support tool with top-notch features. Handling customer tickets and help desk services is easy with Help Scout.

Cons

So far, I haven't encountered anything frustrating about Help Scout. Help Scout is amazing.

“Help Scout: A Comprehensive and Reliable Customer Service Solution

Pros

It has been a dependable and precise help-desk and customer service solution. The features are outstanding.

Cons

I like the efficiency of Help Scout's features. I have no issues whatsoever.

“Help Scout Makes Communication with Customers Easier

Pros

Help Scout is an excellent tool for customer communications. I admire its efficient features and find it incredibly impressive.

Cons

There's nothing I dislike about Help Scout. Help Scout has been incredibly good.

“Help Scout: A Great and Friendly Helpdesk Solution

Pros

This helpdesk solution is fantastic because it consistently meets our expectations. I am impressed by Help Scout's reliability.

Cons

Help Scout is intuitive to use. I don't have any cons to mention about Help Scout.

“Help Scout: This is an Easy to Implement and Reliable Solution

Pros

The capabilities of Help Scout are outstanding. It is easy to use and a dependable help desk solution.

Cons

Help Scout is highly effective. I have no dislikes about it.

“Excellent Service

Pros

I like how dedicated they are to excellence. The new tools and features they add, along with their great design team, are highly liked.

Cons

I would like more messaging features, such as the ability to target specific users and more control over in-app messages. It would be great to run surveys and gather feedback within the app and knowledge base articles.

“Customer relationship management platform

Pros

It automates the entire customer relations process, serving as a customer relationship management platform, live chat, and customer support ticketing system.

Cons

A plethora of functions might make it somewhat challenging for beginners to navigate the interface.

“Very Solid Ticketing System

Pros

I love the ability to set up multiple mailboxes and have various emails routed into one space. Seeing when a customer has viewed an email is particularly useful, and the search option is perfect.

Cons

It occasionally disconnects from apps, and support couldn't resolve it. Desktop notifications would be extremely helpful.

“A reliable customer support solution

Pros

This tool has been crucial in improving our customer service operations. Its intuitive interface and ticketing system make it easy for us to manage customer queries and respond promptly. Collaboration features, like ticket assignment and internal sharing of customer notes, have streamlined our team's communication.

Cons

Some users might find the reporting and analysis features basic compared to other helpdesk tools.

“Help Scout is the most effective method of providing assistance

Pros

Help Scout is our main platform because most of our customers need a knowledge base or live chat help for their enterprises. We provided them with a Help Scout-based knowledge library and live chat availability.

Cons

The platform's interface, especially the inbox UI, has significant room for improvement. Also, having only one knowledge base template available is disappointing.

“It couldn't be simpler to use; I adore it!

Pros

I really like how Help Scout simplifies reporting, sorting, and monitoring issues for our staff. Everyone is comfortable with Help Scout, which is why we've adopted it for internal and external help. The integrated Docs sites are another benefit; I like being able to quickly link articles and check statistics on the most popular sections of our help libraries.

Cons

For our relatively small support team, I can't think of any major drawbacks to using Help Scout. I would like to see a couple more features in Help Scout, but it's perfect for our current level of support.

“Helpscout Review

Pros

The most important feature of Help Scout is the tagging feature, which allows better tracking of tickets, along with saved replies and the highly accessible user interface.

Cons

It currently doesn't allow adding multiple email signatures within the same user and forces the addition of multiple users.

“Email-Centric Ticket Management

Pros

Help Scout provides an intuitive and easily accessible interface, making it simple for both support agents and customers to navigate and use the software.

Cons

HelpScout mainly focuses on email-based support, which may not meet the needs of organizations requiring support across multiple channels like live chat, phone, or social media.

“Simplifying Helpdesk Operations: The Power of Help Scout

Pros

Their robust feature set is transforming customer support management. Its accessible interface allows seamless ticket administration, facilitating effective and organized customer contact. Teams can collaborate on client queries using the software's collaborative inbox, leading to quicker responses and greater customer satisfaction. Help Scout's automation features streamline repetitive tasks, giving support workers more time. Additionally, it offers valuable insights into customer service effectiveness through extensive reporting and analytics. Businesses can easily integrate their preferred products with Help Scout's broad integration capabilities, creating a customized support environment. Overall, Help Scout enhances efficiency, streamlines customer support processes, and improves the client experience.

Cons

Despite its numerous advantages, Help Scout does have some limitations. One downside is the lack of native phone and chat support tools, which are crucial for enterprises needing real-time client communication. Additionally, mastering the advanced functions of Help Scout may pose a steep learning curve for new users, necessitating thorough onboarding and training. Some users have reported periodic bugs and subpar system performance, which can hamper productivity. Finally, the pricing structure might be challenging for startups or small businesses with limited budgets. Nevertheless, Help Scout remains a top choice for managing customer support due to its overall value and robust feature set.

“A great help desk platform

Pros

It has a beautiful and accessible UI and UX, crafted by experts in the customer care space. Help Scout can scale with any company and quickly demonstrates metric improvements.

Cons

While their workflow functionality is commendable, there are areas where enhancements would benefit this feature. It would also be beneficial if Help Scout included an internal SLA feature that covers various SLA scenarios.

“helps businesses streamline their procurement processes

Pros

Help Scout provides analytics and reporting features that help businesses track procurement performance and identify cost-saving opportunities, along with an intuitive interface that simplifies procurement management.

Cons

Setting up and configuring Help Scout can present significant challenges, particularly for businesses that operate with intricate procurement workflows or rely on legacy systems. The process of implementation may require substantial adaptation and customization efforts to align with the specific operational intricacies and historical technological frameworks of these enterprises. This complexity underscores the importance of thorough planning and expertise in integrating Help Scout seamlessly into such diverse and established business environments.

“Great help desk for customer support

Pros

My client enjoys using the help desk solution to solve all support tasks efficiently.

Cons

So far, I haven't encountered any limitations. We haven't found anything lacking.

“Simple and easy to use functionality

Pros

Help Scout is a powerful customer service software that offers a variety of valuable features for businesses of all sizes. While there are some potential downsides, its strengths significantly help businesses provide top-notch support to their customers.

Cons

Help Scout's pricing plans may seem a bit costly, particularly for small businesses or startups.

“My personal view of Help Scout

Pros

I liked how easy it was to use Help Scout. It had a simple, clean design that was easy to navigate, and the customer service representatives were extremely helpful and knowledgeable. It was also convenient that the help desk was available 24/7, so I could get assistance whenever needed.

Cons

The lack of customization options was the least appealing aspect of Help Scout for me. The platform offers limited customization for the customer service experience. Also, the customer service representatives seemed unfamiliar with the product and its features.

“Help scout review

Pros

It has an intuitive interface, multi-channel support, and can integrate with other tools like Slack.

Cons

It has very limited features. The pricing is somewhat higher, and there is limited language support.

“It's an incredible help desk tool and is ideal for ticket sales that allow extra staff.

Pros

Help Scout is the best solution on the market if you are looking to interact with your customers via email only. It's really easy to use, and customer service is also very helpful.

Cons

It's challenging to engage customers effectively. Limits become apparent quickly when trying to personalize reports or be proactive with clients.

“Great way to manage support tickets

Pros

It was easy to use, and the onboarding process was minimal.

Cons

The search function could benefit from more detailed options.

“Love using it for customer service

Pros

The software is remarkably easy to use, offering an exceptionally high level of accessibility for users.

Cons

Understanding what happens when notes are added as direct messages can sometimes be confusing.

“Pretty convenient and easy to use, but lacking in features

Pros

It was incredibly easy to get started and the support team was outstanding. They always responded quickly and went above and beyond to assist me.

Cons

Compared to other products, it lacks many features, and some of what it does offer is overly simplified.

“E-commerce chat

Pros

It's like your typical online store chat where customer service gets alerted about any issues.

Cons

Chat tends to move slowly and crashes often.

“Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic Functions

Pros

HelpScout is so user-friendly and has a really sleek interface, plus their customer service is top-notch. I'm loyal to companies with excellent customer support, especially with email providers where great service is rare. I've been using it for over a decade, and it acts like a comprehensive database of all my customer interactions. I just type in a customer's name and it pulls up every email they've sent and every reply we've made. It's become an invaluable documentation tool.

Cons

Without a ticketing system, it can be challenging to keep up with emails, risking unanswered customer service inquiries during high volumes. Unlike many other platforms, Help Scout lacks an easy way to prioritize unresolved issues, despite having a knowledge base that doesn't match up to competitors like Freshdesk.

“One of the best easy to setup customer support service

Pros

What I love most is how easy it was to set up initially. I managed to set up the entire platform in no time, unlike other help desks that are complex and time-consuming. They really nailed the details and made their interface incredibly intuitive. Their performance and response time for tasks are excellent, making it easy to track, organize, and categorize all customer issues. Plus, the learning curve for CRM was minimal, I grasped most features within days, unlike other platforms that take weeks.

Cons

There are minor issues that complicate my daily work, such as not providing an overview of chat support from the last three months or comprehensive reports and dashboards. While it generates reports, they haven't proven effective for me.

“Pricey but worth every dollar.

Pros

This helpdesk solution is very intuitive, it almost feels like using a regular email inbox. Each email is treated as a "conversation" that can be assigned to a user. You can add internal notes and tag colleagues within each conversation. HelpScout also handles Chat and Voicememos seamlessly out of the box, with additional add-ons available, including the option to create custom ones.

Cons

You have to understand that there are no ticket numbers, and I miss features like phone support and VOIP integration. The pricing is on the higher side, but the software does deliver value.

“One of the best products I've ever used

Pros

Managing incoming cases feels great with Help Scout. I've tried other tools primarily for customer support, but none of them compare. Help Scout's UI is designed to focus on serving the customer directly, minimizing unnecessary distractions. It might sound cheesy, but somehow it helps me connect better with the person on the other end of the screen.

Cons

Sadly, I had to stop using it recently :( Apart from that, I didn't encounter anything else I disliked.

“Help Scout is great for small teams looking for a simple and inexpensive shared inbox

Pros

Help Scout has been fantastic for our 4-person Customer Success Team. We've been using it for over a year, and it really helps us deliver high-quality customer support. It's intuitive to use, customers like that our emails look just like regular emails. Their support team is excellent, we always receive quick and relevant responses.

Cons

I believe the reporting feature could use significant improvement, and additional features would enhance daily support ticket management.

“Simple But Effective Ticketing

Pros

I like how this software integrates seamlessly with my CRM, allowing me to see all support contacts within the contact record.

Cons

The software is robust, but the pricing is what I like the least. It's a bit steep.

“Excellent

Pros

This tool is incredibly fast and efficient to use.

Cons

I find the mobile application challenging to navigate, but overall, it's quite good.

“This was a great beginner software for a growing startup

Pros

This software is extremely intuitive! The macro search feature was incredible,it allowed our team to search both the title and content for relevant information. It's a simple solution for our startup company.

Cons

As our company and support team grew, we needed more features, integrations, and robust reporting capabilities.

“Works well but lack of innovations caused us to move away

Pros

It tracks tickets exceptionally well, and the canned responses work seamlessly.

Cons

The beacon on our website didn't function well, often causing conflicts, so we had to disable it, which was disappointing because it's a key feature we relied on. After marking an email as spam, we continued to receive emails from the same address.

“Great Central Inbox For An Agency

Pros

This software is very user-friendly and stores all customer emails for our agency. It's well-organized, with solid workflows, and serves as an excellent tool to centralize all our customer information. The integration with Slack that we've set up works perfectly!

Cons

There are numerous features in Help Scout that we haven't explored yet, so there aren't many dislikes about the email management portion we currently use. It's a cost-effective solution that scales well as our agency expands, handling chat functionality and email responses.

“Great tool for just emails!

Pros

It's a great app for managing incoming emails, providing plenty of options for handling them, and it's easy to set up and manage, even with multiple connected mailboxes.

Cons

The chat functionality is lacking, with an outdated interface that's difficult to implement, resulting in a subpar experience for both customers and support agents. Additionally, the analytics user experience could be improved.

“Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.

Pros

HelpScout was the first shared email system we implemented that seamlessly fit our setup. It competes well with other ticket-based methods but simplifies communication for users while maintaining a professional yet informal tone. The shared inbox feature and easy collaboration are the best parts of Help Scout for us.

Cons

Help Scout is expensive, in my opinion, overpriced. They initially offered a great rate and grandfathered early users in, but when they raised rates, many users, including us, felt betrayed. Despite their promises, they eventually increased our rates. It was disheartening, and my loyalty to the company quickly faded. There are alternative email services that can replace Help Scout, but it remains a solid choice for simplicity if price isn't a concern.