Help Scout Reviews

I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.

Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that.
Maybe I'd love a more advanced system to manage the custom replies.
I'd appreciate if there's a better way to manage formatting inside the editor for the KB.

HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.

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

When I used to work at ActBlue as a support associate, I really liked Help Scout's ticketing system. It was straightforward and less confusing than Intercom. Escalating and de-escalating issues was pretty easy. Help Scout is a huge help for customer service, people oriented folks like me.

This is just a theory but I feel like Help Scout works better with certain email addresses than others. For people who have older emails such as hotmail, aol, or yahoo - their messages don't come across so clearly, which makes helping our customers and clients a real challenge.

Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities.

Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems

Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already.

Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not.

Automated workflows based on custom parameters are incredibly useful, too!

Could have a more robust Zapier integration.

Tracked tickets extremely well. Also the canned responses worked well.

The beacon on our website didn't work that well. There were often conflict issues so we just turned it off, which is a shame because it's a major feature we had relied on. After marketing en email as a spammer, we would continue to get emails in the future from that same email address.

The customer support is phenomenal! The Help Scout team is personal, friendly, and fun- a pleasure to interact with any time I get the chance. But because the software is so seamless on its own, a rarely have to reach out for support. I most appreciate the reporting features that show conversation rates and customer happiness.

I would like to be able to export a list of customers I have spoke with over a set time period, so I would be able to automate outreach and followup. As of now, there is no established way to export lists or data.

I liked how simple 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 open 24 hours a day, 7 days a week, so I could get assistance whenever I needed it.

The lack of customization options was the least appealing aspect of Help Scout to me. The platform is quite limited in terms of customizing the look and feel of the customer service experience. Furthermore, the customer service representatives appeared to be unfamiliar with product and its features.

It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.

It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers.

Help Scout is a focused, straightforward support mailbox product, and we've been using it to great effect since we switched over (from a shared inbox for support) a couple of years ago. We were happy with the pricing, and we use the custom sidebar add-ons to great effect. We've written our own sidebar app that gives our support team access to a ton of useful customer information and error logging without ever leaving the mailbox. When we've dealt with Help Scout support, they've also been great. Help Scout does exactly what we want.

Help Scout is a relatively slim and focused offering (although they are indeed adding new features all the time) this was actually a *selling point* for us, as we didn't want a super-complex tool for this but I am sure that for some users this could be problematic.

After having used Zendesk for a while, I was not happy with its and complexity. I wanted to have a support desk tool that made it look like it was regular mail to the customers. And HelpScout did exactly that. After having used the free version for more than 2 years, we are now on the Business plan. It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny. The Docs integration is perfect, as we use it in replies to customers, in the beacon for self-help and we now also embed the docs on our website through the API.

It would be great if we could set a custom threshold for the spam filter, as we have a bit too many false positives.

It has user friendly interface, multi-channel support and can integrate with other tools like slack .

It has very limited features.pricing is a bit Higher and has limited language support.

Having used Zendesk for years, I was looking for a alternative option without breaking the bank. Help Scout has all the features i needed for my team, and more.

Help Scout looks/feels great. Everything is right where it needs to be. I can quickly show a new employee how to use it in minutes. Zendesk looks like a dinosaur in comparison, and had to train them for a few days before my employees got comfortable.

Not much to dislike. They have a lot of integrations built right in, and zapier fills in the blanks. The only thing I wish I had was the custom fields, which is in the PLUS feature, and I'd have to pay a bit more money for it. But can't complain about that.

1. The number 1 thing I love is that emails are "closed" once they are responded to. When I'm in my own email, I have a tendency to never delete messages. Then I think I need to sort into folders and so on, but that's a waste of time and messy. Help Scout automatically closes them when you've responded to it. But you can still search for it and find it. It's perfect! I get Zero in-box with Help Scout!
2. I also like that you can tag people (reassign) so my client can assign emails to me that she wants me to handle.
3. You can tag the emails, so once a week, she can go in and find a certain type of message to work on those all together.
4. You can write a common response and then save it to be reused.
5. You can write notes within message and tag the team member who you want to see the note, but the original sender of the message doesn't see the note.

I found it confusing at first because I didn't know where the closed messages were going, and I was nervous about closing messages, that they would disappear. But it just took some learning. My client who added me to her account was able to show me how it works. I'm not sure what the Help Scout training is like.

I like that it is very easy at the eye, we use it mainly for customer service and e-mail threads are really easy to catch up on even if conversations are several or long. Also Love the preset answers feature, very helpful for general questions.

The thing I like the least is that filters are not the friendliest sometimes besides the filter you need to look further yourself for specific info.

I love all of the features that Help Scout offers. We're a growing CS department and it's scaled with us quite nicely. Our Developers are able to customize is for us and it's quite easy to use.

There are only a few things I don't like about HS. The main thing is that it would be nice to make article formatting easier to use with out HTML. And, it would awesome if they implemented a live chat feature, so we didn't have to use Intercom in addition to HS.

Love seeing all message threads with the contact to the right when an email is open
Like being able to star certain boxes so they show up first
Love being able to have stored replies
Like being able to keep notes that you can see at a glance upon opening an email

Don't like that it sometimes takes a bit for the numbers to refresh in mailboxes, from time to time.
Don't like that you can't order or resize the starred mailboxes
Don't like that multiple addresses for the same person aren't flagged somehow

- Keeping un-answered emails bolded even after you've read it once,
- "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer
- Intuitive inbox and Doc-editing interfaces
- Ability to tag email addresses and assign conversations to a particular team member
- "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate
- Quick customer service response times, to fix problems in a pinch
- about 20 other things :-)

Pretty minor, really:
- Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day)
- I honestly can't think of any others (seriously, it's that good)

I use helpscout as a simple task management platform for a small team. I know there are other task managers out there but helpscout is so easy to use and simple in tracking tickets, assigning and closing, it’s all I needed to stay organized with projects and small tasks for my team.

I wish I could get more details in the reporting. Maybe I have fully used it to the full potential but I would love to have full reports on each team member and how long each task took them, and be able to see this at a glance.

This was the first customer service software we used as a team and it is really solid for being able to connect with customers through multiple points of contacts.

I really wish we could connect the entire customer journey within helpscout, it would allow our team to be more informed when dealing with customers.