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. 



134 Reviews of Help Scout

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 134 reviews

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Couldn't run my business without it

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.

December 2018

Carmel from MySchoolWorx

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Perspective

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.

December 2018

Brad from Calldrip

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Help Scout - The solution we were looking for!

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.

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

November 2018

Great For Keeping Track Of Emails!

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.

November 2018

Musadiq from PurpleSynapz™

Company Size: 11-50 employees

Review Source: GetApp


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

November 2018

Simplying the Customer 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.

November 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

November 2018

Delivers

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

November 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

November 2018

Lots of functionality, but takes a while to set up

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.

October 2018

Todd from YSB.com.au Pty Ltd

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

4 of 5

October 2018

Solid software but nothing special

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.

October 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

October 2018

Great for Support Queuework

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.

September 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

3 of 5

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.

September 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

September 2018

Useful tool for managing customer communication

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).

September 2018

Jenna from Executech Pros

Company Size: 2-10 employees

Review Source


Ease-of-use

4 of 5

Functionality

3 of 5

September 2018

Decent Help Desk

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.

September 2018

Amy from PartnerHero

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

3 of 5

September 2018

Help Scout

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

August 2018

Cody from Footballshirts4all

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

4 of 5

August 2018

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

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.

August 2018

Fabio from Funky Christmas Jumpers Ltd.

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

It makes customer service that much easier

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

July 2018

Mark from Mailshake

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

July 2018

Effective basic help desk software

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.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

3 of 5

Functionality

4 of 5

June 2018

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

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.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

June 2018

Simple helpdesk software

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.

June 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Functionality

3 of 5

June 2018

Good for ticketing

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.

June 2018

Tim from Evolutionary Tutors

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Exactly What We Needed + Integrations = Perfect

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.