--- title: "Help Scout Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Help Scout. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Help Scout is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/help-scout-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [Help Scout](https://www.softwareadvice.com/crm/help-scout-profile/) / Help Scout Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/help-scout-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/help-scout-profile/alternatives/) # Help Scout User Reviews ## Reviews summary - Overall rating: 4.6/5 - Total reviews: 226 ### Secondary ratings - Ease of use: 4.7/5 - Customer support: 4.6/5 - Value for money: 4.4/5 - Functionality: 4.3/5 ### Rating distribution - 5 stars: 156 reviews (69%) - 4 stars: 56 reviews (25%) - 3 stars: 13 reviews (6%) - 2 stars: 0 reviews (0%) - 1 star: 1 reviews (0%) ### Most mentioned pros - We use Help Scout for managing our shared inbox and handling customer support tickets, and it's been a solid addition to our workflow. - They build great features that directly benefit our support team, and when any issues arise they are responsive and open to changes to help improve the experience for everyone. - It keeps the team aligned without things slipping through the cracks. ### Most mentioned cons - Reporting and analytics are fairly basic compared to some alternatives, and there's limited flexibility when it comes to customising workflows or automations. - When the internet connection is intermittent or weak, I find it difficult to use the system effectively, and I sometimes lose email drafts as well. - The last six months have been update after update that has made the platform harder to use for my agents. ## Help Scout customer reviews Showing reviews 1-25 of 226 (page 1). ### Best in Class - Overall rating: 5/5 - Reviewer: Sam S. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The are so good at what they do and know exactly who they are for and what they do best. I really like how they aggressively add and build out their features and think their product team does a great job. #### Cons More granular control of in app beacon messages. Would really like users to be able to give specific feedback on a AI convo or knowledge base article. --- ### Help Scout is great for small teams looking for a simple and inexpensive shared inbox - Overall rating: 4/5 - Reviewer: Laurène W. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers. #### Cons I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets. #### Reasons for choosing Help Scout Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper. #### Reasons for switching to Help Scout Gmail doesn't work well as a shared inbox. --- ### It was ok for a while but seems to have gotten worse over time - Overall rating: 3/5 - Reviewer: Meghann O. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 2/5 #### Pros It's easy to search, tag people/teams, and assign tickets. It also integrates well with our CRM. #### Cons It's often hard to follow threads and be able to see the initial conversation. I don't love the recent updates and we often had technical issues of our webhook disabling. --- ### A great help desk platform - Overall rating: 5/5 - Reviewer: Dwi O. - Verified reviewer: Yes - Industry: Financial Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's a great platform for small to medium scales businesses looking for a help desk platform. It has some key features which cover the majority of everyday needs with the added benefits of additional items which could be used as you expand. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Help Scout has been a great help desk platform for our business. Outside managing customer queries, we've utilized their workflow and saved reply features to semi-automate and fully automate several key areas. This has saved a lot of time and allowed us to focus on the customer. We've also been able to build our customer query management process around Help Scout and use this across multiple teams. It's a straightforward and easy-to-use platform that is intuitive in some aspects. #### Cons While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios. #### Reasons for choosing Help Scout It provided all the basic functionality we required when our team was smaller and also had features --- ### One of the best products I've ever used - Overall rating: 5/5 - Reviewer: Jakub S. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me. In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen. #### Cons That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there. #### Reasons for choosing Help Scout The entire experience was 10x better in Help Scout :) --- ### Very Solid Ticketing System - Overall rating: 5/5 - Reviewer: Amanda V. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, we absolutely love the app. It has suited our needs perfectly. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Love that you can set up multiple mailboxes and have multiple emails routing in to one space. The ability to see when a customer has viewed an email is also particularly useful and the search option is perfect. #### Cons Keeps disconnecting from apps and support couldn't fix it. No desktop notifications which would be immensely helpful. #### Reasons for switching to Help Scout Zendesk was too expensive and didn't have all of the features we wanted without paying a lot. --- ### Great for starting with customer support - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It was good, although we decided pretty quickly to move to Intercom. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users. #### Cons It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support. There was no integration with our website, so this was a bummer. #### Reasons for switching to Help Scout Interactive, customer-oriented with direct integration to our website. --- ### Great customer focused company to work with! - Overall rating: 5/5 - Reviewer: Celeste O. - Verified reviewer: Yes - Industry: Printing - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### 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. #### Reasons for choosing Help Scout At one point we considered switching to Zendesk, but at our current business size and needs, Helpdesk was clearly a better fit for our team. --- ### Stellar Support Tool for SaaS companies - Overall rating: 5/5 - Reviewer: Shaun V. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: July 2019 - Review source details: This review was submitted organically. No incentive was offered We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier. We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible. The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies. #### Cons To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from). While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end. #### Reasons for switching to Help Scout At the time, Intercom didn't have any concept of folders or prioritization and we grew to a point where we needed it badly. --- ### Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic Functions - Overall rating: 5/5 - Reviewer: Aimee Rebekah S. - Verified reviewer: Yes - Industry: Alternative Medicine - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems this year where I was almost going to stop using it but their customer service is so good and thorough in the way that they communicate that I decided to stay. Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track your emails and to provide a chat option for your website and to create a knowledge base then it's a really great tool. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros HelpScout is really simple to use & has a really clean interface and their customer service is A+++. I am someone who will stay with the company even if they don't have all the bells and whistles if they have excellent customer service, especially something like an email provider because it's hard to find really great customer service in email. I have been using it for over 10 years, & it also is like a database of all of my customer interactions. So I can type in the customers name at the top of the screen and it will pull up every email that they've ever sent in and every email that we've ever sent to them so it becomes this really powerful documentation tool. #### Cons It doesn't have a ticketing system. So it's not so it sometimes it can be easy to miss emails or to have customer service emails go unanswered if a lot of emails come in at once. And a ticketing system and a lot of other email platforms it will bump it up to the top for you if you haven't answered it in a set amount of days but help scout doesn't have a easy way to do that. Even though it does have a knowledge base it's just not as strong in terms of customer service portal as some of the other tools I've explored like fresh desk. --- ### user friendly - Overall rating: 3/5 - Reviewer: shauna g. - Verified reviewer: Yes - Industry: Medical Devices - Company size: 10000+ employees - Product usage: Used weekly for less than 6 months - Reviewed: November 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. somewhat happy could use some more changes #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros I like that it helps me save time and convenient. #### Cons I have trouble when I try to use the mobile app. --- ### Easy to use and helpful features - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Design - Company size: Self-Employed - Product usage: Used daily for more than 2 years - Reviewed: October 2021 - Review source details: This review was submitted organically. No incentive was offered Very helpful and friendly e-mail platform for customer service and customer service related analytics. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### Very nice online customer support service - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 201-500 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them. When I started to use help scout, I was quite impressed with it. It's very simple, yet it gives the support engineer all the things you need (add comments, canned replies, re-assigning, automatic actions, etc). Also it's very affordable and easy to start using. In fact, when one of my friends asked me for a simple support system, I did recommend him Help Scout. It definitely is better to pay them a small buck, rather than spending your time and effort on purchasing some big system, installing it on your own servers and customising it. There are some minor things that I'd be happy if help scout improve upon, but otherwise I'm very happy with them. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros * You can setup online ticket support system for your clients very easy and cheaply * Your support engineers will have everything they need to support your clients effectively * No bloated unnecessary features, only those that you need #### Cons * Online mobile version leaves much to be desired * No way to merge several tickets at once * You can't make a note/reply and keep the ticket open, you have to re-open it. --- ### Help Scout: A Super Remarketing System for Customer Services and Helpdesk - Overall rating: 5/5 - Reviewer: Chrisarn M. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Help Scout is an effective customer support tool that has quality features. It is simple to handle customer ticketing and help desk services using Help Scout. #### Cons To date, there is nothing irritating I have found about Help Scout. Help Scout is incredible. --- ### Couldn't run my business without it - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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. --- ### My personal view of Help Scout - Overall rating: 5/5 - Reviewer: Kenneth F. - Verified reviewer: Yes - Industry: Import and Export - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### One of the best easy to setup customer support service - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 10000+ employees - Product usage: Used monthly for less than 12 months - Reviewed: December 2022 - Review source details: This review was submitted organically. No incentive was offered The overall experience was excellent, would definitely recommend their software as it does not require much support during initial installation. Moreover, their features like email delivery, self-service, and live chat support have made my life easier. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros I like the best that their initial installation requires little to no help. I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set up and require a lot of permissions and time. They have managed to solve a problem with attention to detail and made their UI very intuitive in that respect. Their performance and response time for most of the tasks is excellent. It made my life easier, and I was able to track, organize and categorize all customer issues very easily. Moreover, the learning curve was very low for a CRM, and I was able to pick up most of their features within days, instead of weeks as compared to other market platforms. #### Cons There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3 months or providing a birds-eye view like reports, and dashboards. They do generate reports, but those have not been so effective for me. --- ### Like all the other Help Desks, but faster, more focused, and cleaner - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Easy Help Desk software, fully functional with even more bells and whistles, amazing design, and affordable to boot! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### Best Customer Support Tool - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Mining & Metals - Company size: 501-1000 employees - Product usage: Used daily for less than 12 months - Reviewed: December 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I needed a customer service software that I could use with my team. I also had to be able to integrate my other applications like MailChimp and Slack. I was looking for a software that was simple to use, but powerful at scale. After a lot of research, I chose Help Scout. It was easy to use, simple to deploy and integrate with other things that I needed. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros This product is great for a small business or startup who needs to set up a knowledge base. It is simple to deploy, and there is a free plan. The biggest advantage is that it is easy to use and low cost. Plus, they are very Startup friendly company. #### Cons There is no chat feature in mobile app so you can't send and receive real-time messages when you are on phone. --- ### The best help desk experience I've ever had - Overall rating: 5/5 - Reviewer: Ashlee B. - Verified reviewer: Yes - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. --- ### Ticketing system feels abandoned - Overall rating: 3/5 - Reviewer: David M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2022 - Review source details: This review was submitted organically. No incentive was offered Day to day it works, but I think better products now exist. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros It's reliable, and has most of the functions we need. #### Cons It feels like the ticketing system has now been abandoned as far as new development is concerned. There have been some minor improvements listed for their beacon /messaging widget but little of consequence. As far as I can only the email address passed to their widget is hashed, custom variables are not so bad actors can pass fake or malicious data to support agents. No UK or EU servers. #### Reasons for switching to Help Scout Too many bugs at the time --- ### Keeps our customer support organized and on task - Overall rating: 5/5 - Reviewer: Dave Z. - Verified reviewer: Yes - Product usage: Used daily for less than 12 months - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours. There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful). Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool. #### Cons IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time. --- ### An excellent, lightweight, streamlined, modern helpdesk solution - Overall rating: 5/5 - Reviewer: Ian S. - Industry: Computer Software - Product usage: Used unspecified for unspecified - Reviewed: February 2015 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 4.5/5 #### Pros First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead. For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it. #### Cons The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original. That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional. --- ### Simple But Effective Ticketing - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: E-Learning - Company size: Self-Employed - Product usage: Used weekly for more than 2 years - Reviewed: June 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like the fact that this software integrates with my CRM so I can see all support contacts in the contact record. #### Cons The solution is robust but the thing I like least about the software is the pricing. It's a tad steep. --- ### Great way to organize customer interactions - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Apparel & Fashion - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: June 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros 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. #### Cons 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. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/help-scout-profile/reviews/?page=2) --- Help Scout Reviews, Pros and Cons - 2026 Software Advice