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. 

User report
User report
User report
Conversations report
Conversations report
Dashboard
Dashboard
Knowledge base
Knowledge base
Mailbox folder
Mailbox folder
Mailbox
Mailbox

Supported Operating System(s):

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



127 Reviews of Help Scout

Overall rating

4.5 / 5 stars

Write a review

Showing 1 - 20 of 127 reviews

Start your review of

Write a review

Todd from YSB.com.au Pty Ltd

Number of employees:  2-10 employees

Ease-of-use

Value for money

Functionality

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.

Review Source: Capterra
LinkedIn icon
Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Functionality

October 2018

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.