About Help Scout

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...


Read More

Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 8

153 Reviews of Help Scout

Average User Ratings

Overall

4.71 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

5.0

Functionality

4.5

Ratings Snapshot

5 stars

(108)

108

4 stars

(42)

42

3 stars

(3)

3

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 153 results

November 2016

Greg

Company Size: 11-50 employees

Industry: Veterinary

Time Used: Less than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

November 2016

Completely changed our business - for the better

Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world. We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched. We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc. Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability. On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them. We are very loyal Help Scout clients, and plan to be for a long time.

Pros

- extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers) - fantastic support team that's very responsive and solution focused - solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Cons

- wish that the interface could be a little more customized for our specific needs - really don't have any downsides to it - it's a great product

August 2019

Celeste from SimplePrints

Company Size: 11-50 employees

Industry: Printing

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

August 2019

Great customer focused company to work with!

Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think.

Pros

Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer.

Cons

I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe.

January 2020

Scott from Cru

Company Size: 1,001-5,000 employees

Industry: Non-Profit Organization Management

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

January 2020

Potentially good system for handling customer service

Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out. All in all a good product.

Pros

Help Scout allows customers to send requests to a centralized email address, rather than to an individual, helping ensure that someone on the customer service end will be able to reply promptly. On my team, I handle most customer service requests. However, if I happen to be out sick, on vacation, or in any way unavailable, I can rest assured that another qualified person on my team has access to--and is monitoring--Help Scout to ensure nothing slips through the cracks. Otherwise, a request might sit unanswered in my personal email inbox until I return. I also like that it's easy to store--and pull up-- information about the customer to see their history of past inquiries.

Cons

Automatic workflows are somewhat complicated to set up. I've found them unnecessary for the most part, but I'm sure they could be more useful for higher customer volumes.

December 2019

Kayla from Cru

Company Size: 1,001-5,000 employees

Industry: Religious Institutions

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

December 2019

Great Shared Inbox

Pros

It's very easy to utilize with multiple members using at the same time. You can always see where other users are and leave comments to each other on specific messages.

Cons

When copying in a new email to an existing chain (or when the HelpScout email is adding to an existing chain), attachments are usually lost and have to be reattached.

September 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

3.0

September 2018

I preferred Dropbox

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.