Help Scout Software


 

Help Scout is a web-based help desk solution that helps small businesses in any industry, or small teams within larger organizations, manage their customer relationships.

Help Scout is not visible to the customer and is designed to look like a personal email. There are no ticket numbers, case numbers, or impersonal templates to manage. The shared inbox ensures that nothing slips through the cracks. There are no forward-facing areas to design or manage; users can just create a mailbox. There are also no templates to customize, and no complex functions to automate. 

To improve team collaboration, Help Scout lets users see which emails are being addressed in real-time, so that team members don't respond to the same customer twice. Users can also assign conversations instead of forwarding them to coworkers, which eliminates a step in the process.

The solution can be integrated with the mobile application, Smooch, so users can be in touch from anywhere at anytime.

 

Help Scout - Conversations Report
 
  • Help Scout - Conversations Report
    Conversations Report
  • Help Scout - Docs Report
    Docs Report
  • Help Scout - Happiness Report
    Happiness Report
  • Help Scout - Conversation
    Conversation
  • Help Scout - Mailbox
    Mailbox
  • Help Scout - Docs Screenshot
    Docs Screenshot
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

22 Reviews of Help Scout

Showing 1-20 of 22

 

from Riskalyze
Specialty: Software / IT
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Help Scout streamlines workflow

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Likes Best

Saved reply's and search feature. Really enjoy how this increases productivity and workflow.

Likes Least

Help Scout doesn't refresh as often as I would like.

Recommendations

I would recommend trying out all the features as best as you can

 

from Riskalyze
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

HelpScout is literally the best support software ever!

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Likes Best

Helpscout is so easy and intuitive to use. I love that there are saved replies so I can easily communicate, with consistent solid messaging, concerns over similar issues to my customer base.

Likes Least

I have yet to find something I dislike about Help Scout, no joke!

Recommendations

I've been using Help Scout for over a year now. I fell in love with it after one month. Give it at least one month and I'm sure you'll fall in love with it too!

 

from Riskalyze
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Best Ticket Manager I have Ever Used

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Likes Best

Help Scout is fast and efficient. Everything works smoothly 95% of the time, and for the other 5% their support team is on it, making you aware of slow down + new features. I could not imagine running a support team of any type without Help Scout.

Likes Least

I have to stretch to think of a negative, but I have wished that we could get reports on the click-through rates for emails. Some mass email features would be nice as well.

Recommendations

I have looked at 5-6 other companies that offer similar, if not identical features, but no other company comes close to the sleekness. Their support is amazingly responsive, and you will not find a better product short of spending hundreds more! Could not suggest it more highly. :)

 

from Riskalyze
Specialty: Software / IT
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Help Scout is pretty cool

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Likes Best

Simple and easy to use. Help Scout is fairly reliable and has given our team a way to efficiently answer support requests.

Likes Least

Does have some down time and a couple "bugs". I was told that the bug I reported would be fixed in a future release.

Recommendations

Great product for a team looking to handle a larger volume of email support requests.

 

from Riskalyze
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Help Scout - a help desk that doesn't suck

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Likes Best

First of all, Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way. The UI is great (especially since 2015) and the workflows are easy to learn and relatively powerful. Keyboard shortcuts are killer. But most of all, I love that Help Scout doesn't feel "heavy" or "dated". It feels modern, fast, and clean. And the support people are just plain awesome. Oh, and did I mention their blog posts?

Likes Least

Like many companies, they had to grow to keep up with their customer base - which is awesome! But some of their new hires weren't the greatest at support (ironic, eh?). Also, they've had a fair share of downtime recently, though they've been excellent at communicating and building confidence even through these rough times.

Recommendations

Besides making sure that the software you choose has the features you need, I'd recommend just trialing a few solutions and seeing how hard they are to pick up and use. I was able to learn Help Scout in about 15 minutes... can you say the same about another Help Desk? Also look into the KB options (Docs is pretty good, though missing some features I'd like to see) and you'll probably want to use the same solution for both your help desk and KB, since the integrations between the two are essential.

 

from InVisionAp
Specialty: Software / IT
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

HelpScout - best support tool for email

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Likes Best

From the apps I've tested, Helpscout has the best and simples UX. Easy to set up and use out of the box. It's just, well, simple.

Likes Least

Love the team at Helpscout. Only thing I was missing was tighter integration/native IM/phone support tools.

Recommendations

If you're looking for an email support tool, or email fist tool - look no further. This is the one!

 

from Riskalyze
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Organization and focus on delivering excellent customer service

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Likes Best

They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trusting them because I can believe them. I know that tells you very little of the product, but as leadership that's something that I really need. Other environments—blameshifting—I cannot stand and can't trust, believe, or hope that they'll hold true to their promise. We're leaving another vendor for that reason.

Their system is very responsive, quick, simple, and easy to learn. There aren't too many bells and whistles which simplifies my life when onboarding new teammates. Their docs are well written and engaging.

Likes Least

The vendor is great!

I'd say a better or more thorough live chat & phone integration would be great. We communicate with customers via email, phone, live chat, and Twitter. It's hard when all these are fairly decentralized. Help Scout *does* have a live chat integration (which we use) and we can forward VMs to Help Scout (which is great). But if you're looking for tracking call length, live chat length, or some of the other nifty metrics in one central place, you'll need to use Excel or a Google Sheet. Or use everyone's API to feed into your own system.

Recommendations

Talk with them. They are real people. They'll tell you where they are good and if you need to look elsewhere for what you need.

They do email really, really well. I am stoked that we get to use them.

 

from Roxanne Oates VA Services
Specialty: Consulting
Size of portfolio: Single user Portfolio size: Single user

Great way to centralize your support inbox

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Likes Best

I love how you can have one place to answer emails and assign to another agent. It's very easy to use and intuitive but they have tutorials to help as well.

Likes Least

I honestly do not have something that I don't like about this at this time.

Recommendations

If you have multiple users checking the same inbox, this is the perfect tool to keep everything (and everyone) on track. You can easily and quickly assign to other agents....I also forgot that this can integrate with Infusionsoft so it's nice to be able to view the contact record and go straight to it within Help Scout.

 

from Prep Obsessed
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout is great for teamwork

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Likes Best

We no longer lose track of unread messages! Assigned messages help clear the main inbox for others. The traffic cop feature and being able to see who is already in a message alleviates the issue of multiple responses to one customer. The HelpScout blogs have been insightful and extremely beneficial in the growth of our customer service practices.

Likes Least

From time to time, the messages we've sent have ended up in a SPAM inbox for vendors and customers due to filters.

Recommendations

Give it a try. Take the time at least find out what functions would make your day easier - utilize the notes and assignment options. In the end, see if it's the right fit for you.

 

from CFO Scoeboard
Specialty: Consulting
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Great support system

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Likes Best

Easy to navigate and user-friendly. Immediate forwarding to personal email.

Likes Least

Not a visually striking website. Although the website is easy to navigate, adding some color would make icons easier to identify.

Recommendations

This is helpful and useful in allocating tasks among team members.

 

from Prep Obsessed
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout saves time and money!

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Likes Best

Help Scout makes lost messages a thing of the past. We frequently forgot to mark messages unread when they were not dealt with and lost track of customer issues because of it. We love the assigned messages option and being able to maintain multiple users at one email address.

Likes Least

Would love to see a mobile app - I could definitely be much more productive if I didn't have to always have a computer to help customers or 'close' junk emails.

Recommendations

Free trials exist for a reason. If you're not sure, try it! And try the others too! We tried a few other programs prior to Help Scout, both paid and free. One particular program had too many bells and whistles. It was a distracting layout and not user-friendly. Help Scout is the opposite of that. The plain layout helps to keep you focused on the task at hand, increasing productivity and leaving more time for additional tasks.

 

from Mixergy.com
Specialty: Other
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

A great Customer Service tool

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Likes Best

I love the user-friendly interface and the ability to create saved replies for quick and easy replies to commonly asked questions or common issues.

Likes Least

I would like for there to be a "Sent" folder to quickly refer back to the most recently sent emails.

Recommendations

I don't really have any recommendations; you just need to give it a spin.

 

from Litmus Inc.
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Perfect Helpdesk software - everything you need for quick, enjoyable workflow

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Likes Best

I like the workflows that are easy to set up and customize on the fly, mixed with the customer pane that pulls up additional customer information. It's also very quick - zero friction from waiting for page elements to load.

Likes Least

The only complaint I had was fixed by HelpScout a few months ago!

Recommendations

It is easy to use, easy to set up, and makes you better at your job. I used Zendesk for a year prior to HelpScout, and HelpScout is far superior for companies our size (~35 employees).

 

from Tuna Traffic
Specialty: Advertising
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Quality support, software continuing to make improvements

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Likes Best

I like the ease of receiving support requests and delegating tasks. They also continue to make improvements to the software.

Likes Least

I'm unable to delete customers. There's no easy way to clear out old tags.

Recommendations

It works great for our team of 5-15. It may be difficult to manage without some other form of automation for a larger team.

 

from Tuna Traffic
Specialty: Other
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Fairly New to Help Scout

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Likes Best

I find Help Scout very easy to use and to organize support tickets. It's easy to tag items and assign them between team members in order to get needed information or accomplish different tasks for the client.

Likes Least

I wish it were a feature of Help Scout to assign a deadline to a task and have reminders a certain number of days in advance for those. Currently, we are using tags to assign deadlines, but it would be nice to have a way to set a hard deadline.

Recommendations

Don't be afraid to assign tasks around to other team members (if it works for your team), as that is the easiest way my team has found to accomplish different tasks. It brings your teammate's attention to a task more readily than simply emailing or chatting them a question.

 

from Tuna Traffic
Specialty: Other services
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Great Help Desk for Teams!

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Likes Best

There are so many great features within Help Scout that choosing only one reason why I like it is hard! The new reporting features have to be my favorite. I manage the conversations that come in through HelpScout for my company, and being able to view the different reports is invaluable. Especially with the new Happiness Reports, we are able to meet our clients needs in a non-intrusive way.

Likes Least

My company has been using HelpScout for the past year, and there have only been a couple times where we have run into issues. The biggest issue for me was not being able to change a customer for a particular conversation. We have employees that frequently email in requests from clients, so they would be stuck as the customer not our actual client. I reached out to support and they took note of my request, and later last year they fixed the issue!

Recommendations

HelpScout is a great product that I highly suggest people check out for their teams. From the clean layout to the functionality, our team is able to work efficiently and effectively.

 

from Litmus
Specialty: Software / IT
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Simple, easy, powerful support software

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Likes Best

Help Scout is easy to set up and use, and you can be up and running within 10 minutes. Their staff is also very welcome to feature requests and are quick to respond if you have a problem or question with the app.

Likes Least

Lack of foreign language translation within the app. Currently we have to copy and paste content from our non-English speaking customers into Google Translate and I wish this was in the app directly.

Recommendations

I recommend having a Gmail/Google Apps email set up first, with your domain, SPF record, etc already set up. This will make it easier for you to get running and to make sure your emails work well and don't encounter any spam issue.

 

from Prep Obsessed
Specialty: Retail
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout help us achieve inbox 0

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Likes Best

When we were just using Gmail, there was a constant fear that a customer would be missed or that an email would be marked read that wasn't dealt with. We no longer have either of these problems.

Likes Least

We do wish that Help Scout integrated with our Facebook page's inbox.

Recommendations

We looked at a lot of solutions that were really too bulky and cumbersome for us. Help Scout has great features that we can use and not a lot of other stuff that we wouldn't ever touch.

 

from Bible.org
Specialty: Non-Profit
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout is great

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Likes Best

It's pretty simple to use and it helps you stay on top of several inboxes at the same time. The design is excellent and the account creation and management is very easy to use. The customer service is excellent (as you might expect!) And the system is very reliable.

Likes Least

The setup is a little tricky, and I don't really feel like the "reply from your email" system they tout is as good as I would like it to be. Some of our staff members have had trouble adding Help Scout into their workflow so they're not taking full advantage of the system. This is probably not all Help Scout's fault, but it does indicate some degree of a learning curve since it's different than traditional email.

Recommendations

I think it's excellent help desk software, but don't expect it to do more than it's designed to do. Try it out for a few days with your team and see if it's a good fit for you. It's helped us tremendously, but you may find other options that are a better fit for you.

 

from Mixergy
Specialty: Media
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Help Scout is truly helping us manage our general email addresses

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Likes Best

The product is very easy to use. And Help Scout's support is top-notch!

Likes Least

There isn't anything I don't like about Help Scout. The app is great!

Recommendations

We also looked at ZenDesk and chose Help Scout based on usability and price.