Help Scout Reviews

“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.

“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.

“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.

“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.

“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.

“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.

“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.

“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.

“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.

“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.

“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.