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.