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.
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Todd from YSB.com.au Pty Ltd
Number of employees: 2-10 employees
Value for money
Solves the problem of staying organised. With a bit more budget, it might be worth checking out other options.
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.
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
Number of employees: 201-500 employees
Recommended for support service teams!
Awesome metrics, queue delegation, folder and workflow application and tagging.
No advanced formatting (bullet points). No way to export saved replies.