Help Scout software


121 reviews(5.0/5)
121 reviews(5.0/5)

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. 

Supported Operating System(s):
Mac OS , Web browser (OS agnostic) , Windows 8

121 Reviews of Help Scout

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  • Cody from Footballshirts4all

    Number of employees: 11-50 employees

    August 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Fabio from Funky Christmas Jumpers Ltd.

    August 2018

    It makes customer service that much easier

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mark from Mailshake

    July 2018

    Effective basic help desk software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    June 2018

    Simple helpdesk software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    June 2018

    Good for ticketing

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Tim from Evolutionary Tutors

    June 2018

    Exactly What We Needed + Integrations = Perfect

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    June 2018

    Stellar support software that I'd highly recommend

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Better workflow, more satisfied customers due to quicker responses.

    Pros

    Help Scout allows customer service teams to powerfully work through incoming emails, as well as log phone calls. Robust workflows can route, tag, and prioritize emails as they come in, based on any number of criteria. You can also see who is viewing or responding to cases in real time, to prevent duplicate responds or work. Also has stellar API connections to connect to other software or CRM systems.

    Cons

    Does not have live chat, but this is coming very, very soon. Once new rules/workflows are put in place, it can be slightly slow to reprocess existing cases, which might just be due to the incredibly high number of cases we have logged.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Karel from Prenatal

    Specialty: Retail

    Number of employees: 201-500 employees

    June 2018

    Help Scout

    Ease-of-use
    Functionality
    Quality
    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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Dave from dazil Internet Services Inc.

    June 2018

    Keeps our customer support organized and on task

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    June 2018

    Great way to organize customer interactions

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Carrie from Your Virtual Associate

    Specialty: Other services

    Number of employees: 1 employee

    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
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Dan from Penn State Health Milton S. Hershey Medical Center

    May 2018

    Our go-to for managing support tickets

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

    HelpScout is extremely easy to set up, and makes managing our support queue much easier than it used to be.

    Cons

    Honestly, not too many complaints about Help Scout. It's a little bit expensive, but not prohibitively so.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Volkan from Keyzy

    May 2018

    Great Help Tool

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

    I really like their user interface. Their customer support is awesome. Also, if you don't want to communicate with your user with a real-time chat app, this help tool will help you to have a selling point too.

    Cons

    It's a good product, I don't have any serious request. Just one, they can add a suggested part to manage knowledgebase articles in their admin panel. Now, we have to manage them programmatically.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Anisha from Accenture

    Specialty: Software / IT

    Number of employees: 51-200 employees

    May 2018

    HelpDesk tasks done right

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Moses from PartnerHero

    Number of employees: 201-500 employees

    May 2018

    Best ticketing tool out there!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Speedy communication with clients, great reports to categorize the requests that come in, very to near flawless functionality, and rarely an issue with Help Scout.

    Pros

    Easy to manage accounts, great for keeping records of a clients request, real-time request, great reports, easy to use and adapt. Honestly, I would recommend Help Scout, is a great ticking tool that has helped me reach-out to clients and keep communication rolling with them efficiently.

    Cons

    I like the software when used on a computer, but the app for a mobile device does lack functionality. I would like to have the same options as I have on the computer. I don't want to be completely demanding so I won't request the high-end gadgets, but the option to see whos working on a ticket on the app will help a lot.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    May 2018

    We use Help Scout to stay on top of our customer support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Help Scout helped us get a handle on our support workflow and as we've added to our support team, it's made that process painless. We use the custom sidebar apps to great effect.

    Pros

    Help Scout is a focused, straightforward support mailbox product, and we've been using it to great effect since we switched over (from a shared inbox for support) a couple of years ago. We were happy with the pricing, and we use the custom sidebar add-ons to great effect. We've written our own sidebar app that gives our support team access to a ton of useful customer information and error logging without ever leaving the mailbox. When we've dealt with Help Scout support, they've also been great. Help Scout does exactly what we want.

    Cons

    Help Scout is a relatively slim and focused offering (although they are indeed adding new features all the time) this was actually a *selling point* for us, as we didn't want a super-complex tool for this but I am sure that for some users this could be problematic.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    April 2018

    Like all the other Help Desks, but faster, more focused, and cleaner

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Easy Help Desk software, fully functional with even more bells and whistles, amazing design, and affordable to boot!

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Lynn from Excel Software Services, Inc.

    Specialty: Software / IT

    Number of employees: 2-10 employees

    April 2018

    Help desk software works seamlessly with email for customer convenience

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Margaret from Margaret Sulapas

    April 2018

    Simple and Easy To Use!

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

    I love the assign options and leaving notes to your teammate. It is pretty easy to use and this is our first helpdesk software on our team. Definitely not thinking of switching to others so far.

    Cons

    The merge option needs some update. It is quite confusing at some point especially when you are handling a lot of support emails.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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