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Help Scout Reviews
49 Review(s)
softwareOverall Rating
4.5
49 Review(s)
Rating Distribution
5
(31)
4
(12)
3
(6)
2
1
Satisfaction Score
Ease of use
9
Value for money
8
Customer Support
9
Functionality
9
Overall Rating
4.5
49 Review(s)
Rating Distribution
5
(31)
4
(12)
3
(6)
2
1
Satisfaction Score
Ease of use
9
Value for money
8
Customer Support
9
Functionality
9
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Ratings
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Time Used
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Good helpdesk software with automation options
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Alice
Computer Software, 11-50 employees
More than a year
May 2024
Help Scout Helps Us Communicate with Our Customers Smoothly
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Perez
Automotive, 500+ employees
More than a year
May 2024
Help Scout: A Super Remarketing System for Customer Services and Helpdesk
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Chrisarn
Marketing and Advertising, 500+ employees
More than a year
April 2024
Help Scout: A Comprehensive and Reliable Customer Service Solution
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Oparanya
Construction, 500+ employees
More than a year
April 2024
Help Scout Makes Communication with Customers Easier
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Abhilash
Textiles, 500+ employees
More than a year
April 2024
Help Scout: A Great and Friendly Helpdesk Solution
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Marco
Consumer Services, 500+ employees
More than a year
April 2024
Help Scout: This is an Easy to Implement and Reliable Solution
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
John
Research, 500+ employees
More than a year
April 2024
Excellent Service
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Sam
Telecommunications, 11-50 employees
More than a year
December 2023
Customer relationship management platform
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.
Ease of use
8
Value for money
8
Customer Support
10
Functionality
8
Carine Sylvie
Consumer Services, 1-10 employees
More than a year
November 2023
Very Solid Ticketing System
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.
Ease of use
10
Value for money
10
Customer Support
9
Functionality
9
Amanda
Health, Wellness and Fitness, 1-10 employees
More than a year
October 2023
A reliable customer support solution
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.
Ease of use
8
Value for money
8
Customer Support
7
Functionality
10
Fernando
Electrical/Electronic Manufacturing, 1-10 employees
Less than a year
October 2023
Help Scout is the most effective method of providing assistance
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.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Lillian
Hospital & Health Care, 500+ employees
More than a year
August 2023
It couldn't be simpler to use; I adore it!
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.
Ease of use
10
Value for money
8
Customer Support
8
Functionality
8
Emma
Hospital & Health Care, 500+ employees
More than a year
August 2023
Helpscout Review
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.
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Ali
Telecommunications, 51-100 employees
More than a year
July 2023
Email-Centric Ticket Management
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.
Ease of use
10
Value for money
4
Customer Support
5
Functionality
6
Anonymous
Not Specified, 500+ employees
More than a year
June 2023
Simplifying Helpdesk Operations: The Power of Help Scout
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.
Ease of use
10
Value for money
10
Customer Support
9
Functionality
8
Angelica
Pharmaceuticals, 500+ employees
June 2023
A great help desk platform
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.
Ease of use
10
Value for money
9
Customer Support
10
Functionality
9
Dwi
Financial Services, 11-50 employees
More than a year
May 2023
helps businesses streamline their procurement processes
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.
Ease of use
8
Value for money
8
Customer Support
7
Functionality
8
Anonymous
Not Specified, 500+ employees
More than a year
April 2023
Great help desk for customer support
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Marco
Marketing and Advertising, 101-500 employees
April 2023
Simple and easy to use functionality
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Mizanur Rahman
Marketing and Advertising, 1-10 employees
More than a year
March 2023
My personal view of Help Scout
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.
Ease of use
8
Value for money
10
Customer Support
10
Functionality
10
Kenneth
Import and Export, 101-500 employees
More than a year
March 2023
Help scout review
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.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Anonymous
Not Specified, 11-50 employees
More than a year
February 2023
It's an incredible help desk tool and is ideal for ticket sales that allow extra staff.
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.
Ease of use
10
Value for money
8
Customer Support
10
Functionality
8
Tusar
Information Technology and Services, 1-10 employees
February 2023
Great way to manage support tickets
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.
Ease of use
10
Value for money
10
Customer Support
9
Functionality
10
Krish
Information Technology and Services, 1-10 employees
Less than 6 months
February 2023
Love using it for customer service
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Danielle
Primary/Secondary Education, 1-10 employees
More than a year
February 2023
Pretty convenient and easy to use, but lacking in features
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.
Ease of use
7
Value for money
3
Customer Support
10
Functionality
3
Dean
Information Technology and Services, 11-50 employees
More than a year
February 2023
E-commerce chat
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.
Ease of use
6
Value for money
7
Customer Support
10
Functionality
7
James
Restaurants, 1-10 employees
February 2023
Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic Functions
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Aimee Rebekah
Alternative Medicine, 1-10 employees
More than a year
January 2023
One of the best easy to setup customer support service
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.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Anonymous
Not Specified, 500+ employees
Less than a year
December 2022
Pricey but worth every dollar.
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.
Ease of use
8
Value for money
7
Customer Support
8
Functionality
8
Carsten
Accounting, 1-10 employees
December 2022
One of the best products I've ever used
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Jacob
Computer Software, 11-50 employees
More than a year
September 2022
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
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.
Ease of use
10
Value for money
8
Customer Support
10
Functionality
8
Laurene
Computer Software, 11-50 employees
More than a year
September 2022
Simple But Effective Ticketing
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
Not Specified, 1-10 employees
More than a year
June 2022
Excellent
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.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Romain
Marketing and Advertising, 1-10 employees
More than a year
June 2022
This was a great beginner software for a growing startup
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.
Ease of use
10
Value for money
6
Customer Support
7
Functionality
7
Stacey
Consumer Services, 101-500 employees
More than a year
June 2022
Works well but lack of innovations caused us to move away
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.
Ease of use
10
Value for money
5
Customer Support
10
Functionality
7
Erik
Non-Profit Organization Management, 1-10 employees
More than a year
June 2022
Great Central Inbox For An Agency
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Laura
Marketing and Advertising, 11-50 employees
More than a year
May 2022
Great tool for just emails!
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.
Ease of use
10
Value for money
8
Customer Support
7
Functionality
8
Katarzyna
Computer Software, 51-100 employees
Less than a year
May 2022
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
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.
Ease of use
10
Value for money
5
Customer Support
7
Functionality
8
Sam
Logistics and Supply Chain, 11-50 employees
More than a year
May 2022
Just started using this product!
Just started using this product!
Pros
It is very user-friendly, exactly what we needed in customer service inquiry software.
Cons
I haven't used it for a long time, so I don't have any feedback yet.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Sheila
Real Estate, 11-50 employees
More than a year
February 2022
Ticketing system feels abandoned
Ticketing system feels abandoned
Pros
It's dependable and has most of the functions we require.
Cons
It seems like the ticketing system has been neglected in terms of new development. There have been minor improvements to their beacon, but nothing substantial. Also, only the email address passed to their widget is hashed; custom variables aren't, so bad actors could potentially pass fake or malicious data to support agents. There are no UK or EU servers available.
Ease of use
10
Value for money
6
Customer Support
6
Functionality
6
David
Information Technology and Services, 1-10 employees
More than a year
February 2022
Best Customer Support Tool
Best Customer Support Tool
Pros
This product is perfect for small businesses or startups needing a knowledge base. It's easy to deploy, and there's a free plan. Its ease of use and affordability are its biggest advantages, plus it's very startup-friendly.
Cons
The mobile app lacks a chat feature, preventing real-time messaging when on the phone.
Ease of use
10
Value for money
9
Customer Support
10
Functionality
9
Anonymous
Not Specified, 500+ employees
Less than a year
December 2021
Help Scout for Business
Help Scout for Business
Pros
Help Scout enables incredibly easy and efficient collaboration among administrators. The ticketing and email system can be configured in many ways, and single sign-on integration is possible.
Cons
There weren't many things I disliked about this software. My only issue is that its report generator doesn't allow creating reports for tickets handled by each individual admin within a specified time period.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Anonymous
Not Specified, 51-100 employees
More than a year
December 2021
Good for a temporary fix.
Good for a temporary fix.
Pros
Implementing the knowledge base was easy, and the ticket system functions perfectly.
Cons
Our business required customer management, and HelpScout was not a suitable solution for that.
Ease of use
7
Value for money
7
Customer Support
7
Functionality
7
Anonymous
Not Specified, 51-100 employees
More than a year
December 2021
Great for Basic Customer Support
Great for Basic Customer Support
Pros
Help Scout does exactly what it's supposed to do, and it does it very well. It's the main reason many companies trust Help Scout for managing customer support. You can set up automations, saved replies, a knowledge base, and a chat widget (Beacon). Everything works as expected, and we've had no issues. Setting up automations and saved replies is simple, you don't even need to dive into their help docs. I've used it daily for my client's e-commerce business for the past 6 years, and it's a solid product. The mobile app is a great feature too, it works seamlessly, which is crucial for quick responses when away from the desk. Deliverability has never been an issue, all our emails and replies go straight to customers' inboxes, which is critical for this type of application.
Cons
I've found another software with more features and better pricing. I hope Help Scout will introduce features like snoozing or scheduling emails or replies, as well as the ability to create embeddable forms. It would also be beneficial to connect social media accounts for easier monitoring of messages and comments, similar to what the other software offers. This alternative seems like a great fit compared to this software.
Ease of use
10
Value for money
7
Customer Support
10
Functionality
7
Abraham
Mining & Metals, 1-10 employees
More than a year
October 2021
Easy to use and helpful features
Easy to use and helpful features
Pros
I love how easy it is on the eyes. We mainly use it for customer service, and email threads are easy to follow even if they're long or numerous. The preset answers feature is also fantastic. it's incredibly useful for answering common questions.
Cons
What I like the least is that filters aren't always user-friendly. Besides the basic filters, finding specific information often requires more effort.
Ease of use
10
Value for money
10
Customer Support
9
Functionality
9
Anonymous
Not Specified, 1-10 employees
More than a year
October 2021
Great for starting with customer support
Great for starting with customer support
Pros
It was easy to get started and was our first customer service app. It integrates well with multiple other apps like Mailchimp and supports multiple users.
Cons
It focused heavily on tickets, directing us more towards ticket management than customer interaction early on. Integration with our website was absent, which was disappointing.
Ease of use
10
Value for money
8
Customer Support
7
Functionality
8
Anonymous
Not Specified, 11-50 employees
More than a year
June 2021
Thumbs Up
Thumbs Up
Pros
The software is quite easy to set up and use, even when transferring information from another system. It's a streamlined ticketing system.
Cons
It tends to stop functioning intermittently. For example, reassigning a ticket can take up to 10 minutes. While it usually resolves itself, considering the recent price increase without noticeable enhancements, these issues are becoming more frequent. Changes to the reporting have also made our work a bit more challenging for the type of reporting we need.
Ease of use
7
Value for money
7
Customer Support
8
Functionality
8
Ridge
Real Estate, 101-500 employees
More than a year
April 2021
IntegrationKings review of HelpScout
IntegrationKings review of HelpScout
Pros
We like how it centralizes all communication into one place to streamline our client responses.
Cons
We're not fans of how email forwarding works; attachments are often dropped.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Robert
Computer Software, 1-10 employees
More than a year
April 2021
Filters
Sort by:
Good helpdesk software with automation options
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Alice
Computer Software, 11-50 employees
More than a year
May 2024
Help Scout Helps Us Communicate with Our Customers Smoothly
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Perez
Automotive, 500+ employees
More than a year
May 2024
Help Scout: A Super Remarketing System for Customer Services and Helpdesk
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Chrisarn
Marketing and Advertising, 500+ employees
More than a year
April 2024
Help Scout: A Comprehensive and Reliable Customer Service Solution
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Oparanya
Construction, 500+ employees
More than a year
April 2024
Help Scout Makes Communication with Customers Easier
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Abhilash
Textiles, 500+ employees
More than a year
April 2024
Help Scout: A Great and Friendly Helpdesk Solution
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Marco
Consumer Services, 500+ employees
More than a year
April 2024
Help Scout: This is an Easy to Implement and Reliable Solution
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
John
Research, 500+ employees
More than a year
April 2024
Excellent Service
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Sam
Telecommunications, 11-50 employees
More than a year
December 2023
Customer relationship management platform
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.
Ease of use
8
Value for money
8
Customer Support
10
Functionality
8
Carine Sylvie
Consumer Services, 1-10 employees
More than a year
November 2023
Very Solid Ticketing System
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.
Ease of use
10
Value for money
10
Customer Support
9
Functionality
9
Amanda
Health, Wellness and Fitness, 1-10 employees
More than a year
October 2023
A reliable customer support solution
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.
Ease of use
8
Value for money
8
Customer Support
7
Functionality
10
Fernando
Electrical/Electronic Manufacturing, 1-10 employees
Less than a year
October 2023
Help Scout is the most effective method of providing assistance
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.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Lillian
Hospital & Health Care, 500+ employees
More than a year
August 2023
It couldn't be simpler to use; I adore it!
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.
Ease of use
10
Value for money
8
Customer Support
8
Functionality
8
Emma
Hospital & Health Care, 500+ employees
More than a year
August 2023
Helpscout Review
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.
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Ali
Telecommunications, 51-100 employees
More than a year
July 2023
Email-Centric Ticket Management
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.
Ease of use
10
Value for money
4
Customer Support
5
Functionality
6
Anonymous
Not Specified, 500+ employees
More than a year
June 2023
Simplifying Helpdesk Operations: The Power of Help Scout
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.
Ease of use
10
Value for money
10
Customer Support
9
Functionality
8
Angelica
Pharmaceuticals, 500+ employees
June 2023
A great help desk platform
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.
Ease of use
10
Value for money
9
Customer Support
10
Functionality
9
Dwi
Financial Services, 11-50 employees
More than a year
May 2023
helps businesses streamline their procurement processes
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.
Ease of use
8
Value for money
8
Customer Support
7
Functionality
8
Anonymous
Not Specified, 500+ employees
More than a year
April 2023
Great help desk for customer support
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Marco
Marketing and Advertising, 101-500 employees
April 2023
Simple and easy to use functionality
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Mizanur Rahman
Marketing and Advertising, 1-10 employees
More than a year
March 2023
My personal view of Help Scout
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.
Ease of use
8
Value for money
10
Customer Support
10
Functionality
10
Kenneth
Import and Export, 101-500 employees
More than a year
March 2023
Help scout review
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.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Anonymous
Not Specified, 11-50 employees
More than a year
February 2023
It's an incredible help desk tool and is ideal for ticket sales that allow extra staff.
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.
Ease of use
10
Value for money
8
Customer Support
10
Functionality
8
Tusar
Information Technology and Services, 1-10 employees
February 2023
Great way to manage support tickets
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.
Ease of use
10
Value for money
10
Customer Support
9
Functionality
10
Krish
Information Technology and Services, 1-10 employees
Less than 6 months
February 2023
Love using it for customer service
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Danielle
Primary/Secondary Education, 1-10 employees
More than a year
February 2023
Pretty convenient and easy to use, but lacking in features
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.
Ease of use
7
Value for money
3
Customer Support
10
Functionality
3
Dean
Information Technology and Services, 11-50 employees
More than a year
February 2023
E-commerce chat
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.
Ease of use
6
Value for money
7
Customer Support
10
Functionality
7
James
Restaurants, 1-10 employees
February 2023
Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic Functions
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Aimee Rebekah
Alternative Medicine, 1-10 employees
More than a year
January 2023
One of the best easy to setup customer support service
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.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Anonymous
Not Specified, 500+ employees
Less than a year
December 2022
Pricey but worth every dollar.
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.
Ease of use
8
Value for money
7
Customer Support
8
Functionality
8
Carsten
Accounting, 1-10 employees
December 2022
One of the best products I've ever used
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Jacob
Computer Software, 11-50 employees
More than a year
September 2022
Help Scout is great for small teams looking for a simple and inexpensive shared inbox
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.
Ease of use
10
Value for money
8
Customer Support
10
Functionality
8
Laurene
Computer Software, 11-50 employees
More than a year
September 2022
Simple But Effective Ticketing
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Anonymous
Not Specified, 1-10 employees
More than a year
June 2022
Excellent
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.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Romain
Marketing and Advertising, 1-10 employees
More than a year
June 2022
This was a great beginner software for a growing startup
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.
Ease of use
10
Value for money
6
Customer Support
7
Functionality
7
Stacey
Consumer Services, 101-500 employees
More than a year
June 2022
Works well but lack of innovations caused us to move away
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.
Ease of use
10
Value for money
5
Customer Support
10
Functionality
7
Erik
Non-Profit Organization Management, 1-10 employees
More than a year
June 2022
Great Central Inbox For An Agency
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.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Laura
Marketing and Advertising, 11-50 employees
More than a year
May 2022
Great tool for just emails!
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.
Ease of use
10
Value for money
8
Customer Support
7
Functionality
8
Katarzyna
Computer Software, 51-100 employees
Less than a year
May 2022
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
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.
Ease of use
10
Value for money
5
Customer Support
7
Functionality
8
Sam
Logistics and Supply Chain, 11-50 employees
More than a year
May 2022
Just started using this product!
Just started using this product!
Pros
It is very user-friendly, exactly what we needed in customer service inquiry software.
Cons
I haven't used it for a long time, so I don't have any feedback yet.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Sheila
Real Estate, 11-50 employees
More than a year
February 2022
Ticketing system feels abandoned
Ticketing system feels abandoned
Pros
It's dependable and has most of the functions we require.
Cons
It seems like the ticketing system has been neglected in terms of new development. There have been minor improvements to their beacon, but nothing substantial. Also, only the email address passed to their widget is hashed; custom variables aren't, so bad actors could potentially pass fake or malicious data to support agents. There are no UK or EU servers available.
Ease of use
10
Value for money
6
Customer Support
6
Functionality
6
David
Information Technology and Services, 1-10 employees
More than a year
February 2022
Best Customer Support Tool
Best Customer Support Tool
Pros
This product is perfect for small businesses or startups needing a knowledge base. It's easy to deploy, and there's a free plan. Its ease of use and affordability are its biggest advantages, plus it's very startup-friendly.
Cons
The mobile app lacks a chat feature, preventing real-time messaging when on the phone.
Ease of use
10
Value for money
9
Customer Support
10
Functionality
9
Anonymous
Not Specified, 500+ employees
Less than a year
December 2021
Help Scout for Business
Help Scout for Business
Pros
Help Scout enables incredibly easy and efficient collaboration among administrators. The ticketing and email system can be configured in many ways, and single sign-on integration is possible.
Cons
There weren't many things I disliked about this software. My only issue is that its report generator doesn't allow creating reports for tickets handled by each individual admin within a specified time period.
Ease of use
10
Value for money
10
Customer Support
10
Functionality
9
Anonymous
Not Specified, 51-100 employees
More than a year
December 2021
Good for a temporary fix.
Good for a temporary fix.
Pros
Implementing the knowledge base was easy, and the ticket system functions perfectly.
Cons
Our business required customer management, and HelpScout was not a suitable solution for that.
Ease of use
7
Value for money
7
Customer Support
7
Functionality
7
Anonymous
Not Specified, 51-100 employees
More than a year
December 2021
Great for Basic Customer Support
Great for Basic Customer Support
Pros
Help Scout does exactly what it's supposed to do, and it does it very well. It's the main reason many companies trust Help Scout for managing customer support. You can set up automations, saved replies, a knowledge base, and a chat widget (Beacon). Everything works as expected, and we've had no issues. Setting up automations and saved replies is simple, you don't even need to dive into their help docs. I've used it daily for my client's e-commerce business for the past 6 years, and it's a solid product. The mobile app is a great feature too, it works seamlessly, which is crucial for quick responses when away from the desk. Deliverability has never been an issue, all our emails and replies go straight to customers' inboxes, which is critical for this type of application.
Cons
I've found another software with more features and better pricing. I hope Help Scout will introduce features like snoozing or scheduling emails or replies, as well as the ability to create embeddable forms. It would also be beneficial to connect social media accounts for easier monitoring of messages and comments, similar to what the other software offers. This alternative seems like a great fit compared to this software.
Ease of use
10
Value for money
7
Customer Support
10
Functionality
7
Abraham
Mining & Metals, 1-10 employees
More than a year
October 2021
Easy to use and helpful features
Easy to use and helpful features
Pros
I love how easy it is on the eyes. We mainly use it for customer service, and email threads are easy to follow even if they're long or numerous. The preset answers feature is also fantastic. it's incredibly useful for answering common questions.
Cons
What I like the least is that filters aren't always user-friendly. Besides the basic filters, finding specific information often requires more effort.
Ease of use
10
Value for money
10
Customer Support
9
Functionality
9
Anonymous
Not Specified, 1-10 employees
More than a year
October 2021
Great for starting with customer support
Great for starting with customer support
Pros
It was easy to get started and was our first customer service app. It integrates well with multiple other apps like Mailchimp and supports multiple users.
Cons
It focused heavily on tickets, directing us more towards ticket management than customer interaction early on. Integration with our website was absent, which was disappointing.
Ease of use
10
Value for money
8
Customer Support
7
Functionality
8
Anonymous
Not Specified, 11-50 employees
More than a year
June 2021
Thumbs Up
Thumbs Up
Pros
The software is quite easy to set up and use, even when transferring information from another system. It's a streamlined ticketing system.
Cons
It tends to stop functioning intermittently. For example, reassigning a ticket can take up to 10 minutes. While it usually resolves itself, considering the recent price increase without noticeable enhancements, these issues are becoming more frequent. Changes to the reporting have also made our work a bit more challenging for the type of reporting we need.
Ease of use
7
Value for money
7
Customer Support
8
Functionality
8
Ridge
Real Estate, 101-500 employees
More than a year
April 2021
IntegrationKings review of HelpScout
IntegrationKings review of HelpScout
Pros
We like how it centralizes all communication into one place to streamline our client responses.
Cons
We're not fans of how email forwarding works; attachments are often dropped.
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Robert
Computer Software, 1-10 employees
More than a year
April 2021