Help Scout Software


 

Help Scout is a cloud-based help desk solution that helps small businesses and small teams manage their customer relationships.

Help Scout is designed to look like a personal email. There are no ticket numbers, case numbers or impersonal templates to manage. The solution allows users to create multiple mailboxes for each shared email address so that they can work across departments or manage several products/brands from a single account. The reporting feature helps users measure team performance, spot trends and monitor customer happiness.

Help Scout lets users see which emails are being addressed in real time, so that team members do not respond to the same customer twice. Users can also assign conversations instead of forwarding them to coworkers to eliminate steps in the process. 

 

Help Scout - User report
 
  • Help Scout - User report
    User report
  • Help Scout - Conversations report
    Conversations report
  • Help Scout - Dashboard
    Dashboard
  • Help Scout - Knowledge base
    Knowledge base
  • Help Scout - Mailbox folder
    Mailbox folder
  • Help Scout - Mailbox
    Mailbox
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

135 Reviews of Help Scout

 

Start your review of Help Scout

Click to start
https://www.softwareadvice.com/help-desk/help-scout-review/
Software Advice Reviews (28)
More Reviews (107)

Showing 1-20 of 28

Jenna from Executech Pros
Specialty: Telecommunications
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

Decent Help Desk

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Help Scout works pretty good when using it to track emails and customer relations. It allows tasks and certain messages to be assigned to different workers, etc. Also reduces customer communication issues. Personally, it's not my favorite help desk though.

Cons

I don't think it has a very organized workflow automation and I wish it had more customization features.

Review Source
 
 

Karel from Prenatal
Specialty: Retail
Number of employees: 201-500 employees Employees number: 201-500 employees

June 2018

June 2018

Help Scout

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Pretty clever program, could be used very efficiently, and offers very useful functionality for the money

Cons

There is not a lot you can do with this software, it's kind of limited, even though it does it's job very well

Review Source
 
 

Carrie from Your Virtual Associate
Specialty: Other services
Number of employees: 1 employee Employees number: 1 employee

June 2018

June 2018

I currently use Help Scout with a client and it is a great tool for staying connected and helping each other respond more quickly to her clients. Really neat software.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

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.

Cons

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.

Review Source
 
 

Anisha from Accenture
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

May 2018

May 2018

HelpDesk tasks done right

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Easy to create multiple mailboxes for each email address, which makes it easier to work across platforms and manage several clients from a single account.
Love the expedite responses feature.

Cons

Live chat-when team is not online to chat no help is provided to customer-it is better if relevant help documents could be shared.

Review Source
 
 

Lynn from Excel Software Services, Inc.
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Help desk software works seamlessly with email for customer convenience

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It's very easy to keep up with support and help co-workers with tickets. It's easy to update the status and make sure nothing is falling through the cracks. The integrated docs is great for looking up error codes or messages.

Cons

If customers respond to an email and reply with comments 'inline' with the original response, their comments get stripped out. And when customers paste images inline with their text it's hard to follow which attachments are associated with each comment.

Review Source
 
 

Kristina from Six Degree Talent
Specialty: Other services
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

Awesome Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

After taking over mid-stage with a company that just launched their paid service with ALL kinds of customer service & payment issues, Help Scout was a saving grace and helped get a handle on each issue.

Cons

I honestly cannot come up with a con maybe other than a better integration with Infusionsoft however that may not have anything to do with them it may be restrictions by Infusionsoft.

Review Source
 
 

Sue from Praiseworthy
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall great. Would recommend to others.

Pros

Great reporting options
Easy to use
Awesome customer support team
Great search options
Easy to set up

Cons

Their help docs are often outdated. Also some of the features that stated were included ended up having a extra monthly charge.

 
 

Chris from Riskalyze
Specialty: Software / IT

April 2016

April 2016

Help Scout streamlines workflow

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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

 
 

Harrison from Riskalyze
Specialty: Software / IT

April 2016

April 2016

HelpScout is literally the best support software ever!

Ease-of-use

Functionality

Product Quality

Customer Support

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!

 
 

Adam from Riskalyze
Specialty: Software / IT

April 2016

April 2016

Best Ticket Manager I have Ever Used

Ease-of-use

Functionality

Product Quality

Customer Support

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. :)

 
 

Jesse from Riskalyze
Specialty: Software / IT

February 2016

February 2016

Help Scout - a help desk that doesn't suck

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Scott from InVisionAp
Specialty: Software / IT

February 2016

February 2016

HelpScout - best support tool for email

Ease-of-use

Functionality

Product Quality

Customer Support

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!

 
 

Jeff from Riskalyze
Specialty: Software / IT

February 2016

February 2016

Organization and focus on delivering excellent customer service

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Roxanne from Roxanne Oates VA Services
Specialty: Consulting

July 2015

July 2015

Great way to centralize your support inbox

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Kiersten from Prep Obsessed
Specialty: Retail

March 2015

March 2015

Help Scout is great for teamwork

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Mary from CFO Scoeboard
Specialty: Consulting

February 2015

February 2015

Great support system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 

Nina from Prep Obsessed
Specialty: Retail

February 2015

February 2015

Help Scout saves time and money!

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Andrea from Mixergy.com
Specialty: Other

February 2015

February 2015

A great Customer Service tool

Ease-of-use

Functionality

Product Quality

Customer Support

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.

 
 

Josh from Litmus Inc.
Specialty: Software / IT

February 2015

February 2015

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

Ease-of-use

Functionality

Product Quality

Customer Support

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).

 
 

Zach from Tuna Traffic
Specialty: Advertising

February 2015

February 2015

Quality support, software continuing to make improvements

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
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.

 
 
 
Write a Review
Showing 1-20 of 107

Mateusz from LiveChat - customer service software
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Oldschool way to write and manage documents

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It still has a really vast functionality to create documents, work with your team on more advanced projects.

Cons

Not the most effective software to collaborate and co-operate as it does not enable you to work together on documents in real time.

Review Source: GetApp
 


December 2018

December 2018

Couldn't run my business without it

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.

Pros

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.

Cons

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

Review Source: Capterra
 

Carmel from MySchoolWorx
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Perspective

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

It is easy to use. Help scout gives me the tools I need to provide customer support. It makes it easier to communicate with customers. It also allows me to know when a customer has viewed the emails I send.

Cons

Help Scout offers so much it takes a little time to learn all it does.

Review Source: Capterra
 

Brad from Calldrip
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Help Scout - The solution we were looking for!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Help Scout is easy to use, appealing, and very effective. There is always a feature to accommodate our needs.

Pros

Help Scout is so user friendly! In the past, we tried several ticketing systems but they didn't seem to fit in with our flow and organization. We heard about Help Scout, tried it, and simply fell in love! Help Scout is so easy to use and work together as a team.

Cons

The one thing I would really like to see in Help Scout is a Round Robin auto-assignment feature. You can do quite a bit with workflows but I wish there was a simple way to Round Robin auto-assign our incoming tickets.

Review Source: Capterra
 


November 2018

November 2018

Great For Keeping Track Of Emails!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I love that multiple people have access to the same group and can work on the load of emails. It is a great way to team up and tackle those large inboxes.

Cons

At times, I have to refresh the site a couple times to clear out the inbox after I have closed all of the different emails.

Review Source: Capterra
 

Musadiq from PurpleSynapz™
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Simplying the Customer Support

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

HelpScout is such a tool that streamlined the whole customer email communication in a single and sophisticated shared inbox that not only makes support easier but also helps the team to manage their daily tasks better.

Cons

Except for pricing, I didn't see any disadvantage while using this product. Every company should use this to better manage their support activities.

Review Source: GetApp
 


November 2018

November 2018

Delivers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

- Communication feels natural, with no need for "tickets"
- Very simple to use, regarding both Mailbox and Docs

Cons

- Embedded Docs is limited and does not support the same styling options as the microsite version
- Having to pay an extra for the new Beacon 2.0 when the former Beacon was included in the plan

Review Source: Capterra
 


November 2018

November 2018

Lots of functionality, but takes a while to set up

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

It's pretty easy to use. I was able to understand how to respond and set up templates without much instruction.

Cons

There are a lot of rules to set up. Additionally, their iOS app doesn't have badge notifications. I get a notification that someone has responded to a ticket of mine, but there's no actual counter, meaning if I miss the notification, I would never know there's something sitting in my mailbox.

Review Source: Capterra
 

Todd from YSB.com.au Pty Ltd
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Solid software but nothing special

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

Solves the problem of staying organised. With a bit more budget, it might be worth checking out other options.

Pros

It is a convenient way to organise support tasks although there really aren't any special features with it. You can attach documents and create new notes but nothing much else.

Cons

When you reply to a note, the default option is to close the note. This is silly. If I reply to a note, I want that response to be sent to a relevant person. This has caught me out once or twice.

Review Source: Capterra
 


October 2018

October 2018

Great for Support Queuework

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Recommended for support service teams!

Pros

Awesome metrics, queue delegation, folder and workflow application and tagging.

Cons

No advanced formatting (bullet points). No way to export saved replies.

Review Source: Capterra
 


September 2018

September 2018

I preferred Dropbox

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I thought the website design was clean and attractive.

Cons

I only used it in training, but I didn't like the way the knowledge base was. I thought it was a much easier experience searching for my training materials in Dropbox.

Review Source: Capterra
 


September 2018

September 2018

Useful tool for managing customer communication

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

I liked the ability to create complex rule sets that auto-filter certain types of conversations to appropriate mailboxes. Without this, there would be a lot of noise experienced by our various internal users

Cons

Not significant, but would be great if users were given a more expansive toolkit for editing copy (fonts, sizes, etc).

Review Source: Capterra
 

Amy from PartnerHero
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2018

September 2018

Help Scout

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Ability to format the support page to our liking. They continue to work on missing features to improve user experience

Cons

The reporting part isn’t great. I would have to say that they need to improve this part to provide better insights

Review Source: Capterra
 

Cody from Footballshirts4all
Number of employees: 11-50 employees Employees number: 11-50 employees

August 2018

August 2018

A simple and intuitive support mailbox for managing customer support without getting lost

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

A simple and intuitive support mailbox for managing customer support without getting lost in a complicated system; it comes with a set of features for customisation and minimal training required. Some of the emails are automatically closed after they are replied to, you can tag people to assign emails to, you can add notes that only team members can see, and you're able to move messages from mailbox to mailbox within seconds.

Cons

A live chat functionality would help to eliminate the need for other apps. Having all these functionalities in one platform would be good. I understand that may be on the way.

Review Source: Capterra
 

Fabio from Funky Christmas Jumpers Ltd.

August 2018

August 2018

It makes customer service that much easier

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

ease of use, improved customer support, great feedback from cusomters

Pros

ease of use, works on mobile, customer support. Overall it helps me stay on top of all our customer requests.

Cons

None! There is not a lot to say here. My only gripe was before there was no mobile app but now there is and its brilliant

Review Source: Capterra
 

Mark from Mailshake

July 2018

July 2018

Effective basic help desk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

We don't have a complicated support team/process, and Helpscout has done the job for us. I love the templates feature (though I'm sure that's standard amongst competitors).

I am not wow'd by it, but I appreciate software that does what it says it will do, and Helpscout does that. I would strongly recommend it to anyone with relatively basic support requirements, only because I haven't seen in action with teams of more than 3, or for teams that require deeper analytics.

Cons

They are working on a live chat feature, that will be nice when it launches. Using a separate tool for live chat is a little annoying, and I'd like to integrate it and track it alongside of email support.

Review Source: Capterra
 


June 2018

June 2018

Rules are simple to implement, tickets are extremely well designed compared to competition

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Application design is dead simple and great.
Everything is easy to use, clean, you really need it if you're providing support.

Cons

This system is for managing tickets and supports, but since we had no tickets, our usage was not so frequent and were invited on a regular base to connect elsewhat we are going to be ousted from the free plan, so we decided to move to freshdesk.

Review Source: Capterra
 


June 2018

June 2018

Simple helpdesk software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Simple to set up, not bloated with loads of features, just enough to help managing incoming email to generic company accounts, assigning them to team members, or using automation to respond and filter.

Cons

They've gone through a period of a rebuild during which I did experience a few bugs but that appears to be tidied up now. They've increased their pricing/removed their free plan recently but it's worth paying for.

Review Source: Capterra
 


June 2018

June 2018

Good for ticketing

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

I like this product because you can easily tag and separate different emails. It also has analytics that helps you with KPIs.

Cons

I hate its search because it is ridiculously stupid. You can't find what you need, keywords don't work etc. Basically, it is useless.

Review Source: Capterra
 

Tim from Evolutionary Tutors

June 2018

June 2018

Exactly What We Needed + Integrations = Perfect

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

ditto pro's

Pros

Helpscout is incredibly simple with exactly what you need. This customer support software solves more problems than a cold one on a Friday afternoon.

Saved responses, tagging, automated workflows, docs (so useful I can't stress enough), reporting (we never use), great integrations and a customer support chatbot 2.0 (coming).

Cons

The customer support chatbot is a little useless currently - but they're 2.0 in production is exactly the fix we need.

Review Source: Capterra
 
 
Write a Review