Help Scout Software


 

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. 

 

Help Scout - User report
 
  • Help Scout - User report
    User report
  • Help Scout - Conversations report
    Conversations report
  • Help Scout - Dashboard
    Dashboard
  • Help Scout - Knowledge base
    Knowledge base
  • Help Scout - Mailbox folder
    Mailbox folder
  • Help Scout - Mailbox
    Mailbox
Supported Operating System(s):
Mac OS, Web browser (OS agnostic), Windows 8

101 Reviews of Help Scout

 

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Software Advice Reviews (24)
More Reviews (77)

Showing 1-20 of 24

Lynn from Excel Software Services, Inc.
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Help desk software works seamlessly with email for customer convenience

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Kristina from Six Degree Talent
Specialty: Other services
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

Awesome Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

After taking over mid-stage with a company that just launched their paid service with ALL kinds of customer service & payment issues, Help Scout was a saving grace and helped get a handle on each issue.

Cons

I honestly cannot come up with a con maybe other than a better integration with Infusionsoft however that may not have anything to do with them it may be restrictions by Infusionsoft.

Review Source
 
 

Sue from Praiseworthy
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Overall great. Would recommend to others.

Pros

Great reporting options
Easy to use
Awesome customer support team
Great search options
Easy to set up

Cons

Their help docs are often outdated. Also some of the features that stated were included ended up having a extra monthly charge.

 
 

Chris from Riskalyze
Specialty: Software / IT

April 2016

April 2016

Help Scout streamlines workflow

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Saved reply's and search feature. Really enjoy how this increases productivity and workflow.

Likes Least

Help Scout doesn't refresh as often as I would like.

Recommendations

I would recommend trying out all the features as best as you can

 
 

Harrison from Riskalyze
Specialty: Software / IT

April 2016

April 2016

HelpScout is literally the best support software ever!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Helpscout is so easy and intuitive to use. I love that there are saved replies so I can easily communicate, with consistent solid messaging, concerns over similar issues to my customer base.

Likes Least

I have yet to find something I dislike about Help Scout, no joke!

Recommendations

I've been using Help Scout for over a year now. I fell in love with it after one month. Give it at least one month and I'm sure you'll fall in love with it too!

 
 

Adam from Riskalyze
Specialty: Software / IT

April 2016

April 2016

Best Ticket Manager I have Ever Used

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Help Scout is fast and efficient. Everything works smoothly 95% of the time, and for the other 5% their support team is on it, making you aware of slow down + new features. I could not imagine running a support team of any type without Help Scout.

Likes Least

I have to stretch to think of a negative, but I have wished that we could get reports on the click-through rates for emails. Some mass email features would be nice as well.

Recommendations

I have looked at 5-6 other companies that offer similar, if not identical features, but no other company comes close to the sleekness. Their support is amazingly responsive, and you will not find a better product short of spending hundreds more! Could not suggest it more highly. :)

 
 

Jesse from Riskalyze
Specialty: Software / IT

February 2016

February 2016

Help Scout - a help desk that doesn't suck

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

First of all, Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way. The UI is great (especially since 2015) and the workflows are easy to learn and relatively powerful. Keyboard shortcuts are killer. But most of all, I love that Help Scout doesn't feel "heavy" or "dated". It feels modern, fast, and clean. And the support people are just plain awesome. Oh, and did I mention their blog posts?

Likes Least

Like many companies, they had to grow to keep up with their customer base - which is awesome! But some of their new hires weren't the greatest at support (ironic, eh?). Also, they've had a fair share of downtime recently, though they've been excellent at communicating and building confidence even through these rough times.

Recommendations

Besides making sure that the software you choose has the features you need, I'd recommend just trialing a few solutions and seeing how hard they are to pick up and use. I was able to learn Help Scout in about 15 minutes... can you say the same about another Help Desk? Also look into the KB options (Docs is pretty good, though missing some features I'd like to see) and you'll probably want to use the same solution for both your help desk and KB, since the integrations between the two are essential.

 
 

Scott from InVisionAp
Specialty: Software / IT

February 2016

February 2016

HelpScout - best support tool for email

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

From the apps I've tested, Helpscout has the best and simples UX. Easy to set up and use out of the box. It's just, well, simple.

Likes Least

Love the team at Helpscout. Only thing I was missing was tighter integration/native IM/phone support tools.

Recommendations

If you're looking for an email support tool, or email fist tool - look no further. This is the one!

 
 

Jeff from Riskalyze
Specialty: Software / IT

February 2016

February 2016

Organization and focus on delivering excellent customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trusting them because I can believe them. I know that tells you very little of the product, but as leadership that's something that I really need. Other environments—blameshifting—I cannot stand and can't trust, believe, or hope that they'll hold true to their promise. We're leaving another vendor for that reason.

Their system is very responsive, quick, simple, and easy to learn. There aren't too many bells and whistles which simplifies my life when onboarding new teammates. Their docs are well written and engaging.

Likes Least

The vendor is great!

I'd say a better or more thorough live chat & phone integration would be great. We communicate with customers via email, phone, live chat, and Twitter. It's hard when all these are fairly decentralized. Help Scout *does* have a live chat integration (which we use) and we can forward VMs to Help Scout (which is great). But if you're looking for tracking call length, live chat length, or some of the other nifty metrics in one central place, you'll need to use Excel or a Google Sheet. Or use everyone's API to feed into your own system.

Recommendations

Talk with them. They are real people. They'll tell you where they are good and if you need to look elsewhere for what you need.

They do email really, really well. I am stoked that we get to use them.

 
 

Roxanne from Roxanne Oates VA Services
Specialty: Consulting

July 2015

July 2015

Great way to centralize your support inbox

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

I love how you can have one place to answer emails and assign to another agent. It's very easy to use and intuitive but they have tutorials to help as well.

Likes Least

I honestly do not have something that I don't like about this at this time.

Recommendations

If you have multiple users checking the same inbox, this is the perfect tool to keep everything (and everyone) on track. You can easily and quickly assign to other agents....I also forgot that this can integrate with Infusionsoft so it's nice to be able to view the contact record and go straight to it within Help Scout.

 
 

Kiersten from Prep Obsessed
Specialty: Retail

March 2015

March 2015

Help Scout is great for teamwork

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

We no longer lose track of unread messages! Assigned messages help clear the main inbox for others. The traffic cop feature and being able to see who is already in a message alleviates the issue of multiple responses to one customer. The HelpScout blogs have been insightful and extremely beneficial in the growth of our customer service practices.

Likes Least

From time to time, the messages we've sent have ended up in a SPAM inbox for vendors and customers due to filters.

Recommendations

Give it a try. Take the time at least find out what functions would make your day easier - utilize the notes and assignment options. In the end, see if it's the right fit for you.

 
 

Mary from CFO Scoeboard
Specialty: Consulting

February 2015

February 2015

Great support system

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

Easy to navigate and user-friendly. Immediate forwarding to personal email.

Likes Least

Not a visually striking website. Although the website is easy to navigate, adding some color would make icons easier to identify.

Recommendations

This is helpful and useful in allocating tasks among team members.

 
 

Nina from Prep Obsessed
Specialty: Retail

February 2015

February 2015

Help Scout saves time and money!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Help Scout makes lost messages a thing of the past. We frequently forgot to mark messages unread when they were not dealt with and lost track of customer issues because of it. We love the assigned messages option and being able to maintain multiple users at one email address.

Likes Least

Would love to see a mobile app - I could definitely be much more productive if I didn't have to always have a computer to help customers or 'close' junk emails.

Recommendations

Free trials exist for a reason. If you're not sure, try it! And try the others too! We tried a few other programs prior to Help Scout, both paid and free. One particular program had too many bells and whistles. It was a distracting layout and not user-friendly. Help Scout is the opposite of that. The plain layout helps to keep you focused on the task at hand, increasing productivity and leaving more time for additional tasks.

 
 

Andrea from Mixergy.com
Specialty: Other

February 2015

February 2015

A great Customer Service tool

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I love the user-friendly interface and the ability to create saved replies for quick and easy replies to commonly asked questions or common issues.

Likes Least

I would like for there to be a "Sent" folder to quickly refer back to the most recently sent emails.

Recommendations

I don't really have any recommendations; you just need to give it a spin.

 
 

Josh from Litmus Inc.
Specialty: Software / IT

February 2015

February 2015

Perfect Helpdesk software - everything you need for quick, enjoyable workflow

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I like the workflows that are easy to set up and customize on the fly, mixed with the customer pane that pulls up additional customer information. It's also very quick - zero friction from waiting for page elements to load.

Likes Least

The only complaint I had was fixed by HelpScout a few months ago!

Recommendations

It is easy to use, easy to set up, and makes you better at your job. I used Zendesk for a year prior to HelpScout, and HelpScout is far superior for companies our size (~35 employees).

 
 

Zach from Tuna Traffic
Specialty: Advertising

February 2015

February 2015

Quality support, software continuing to make improvements

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

I like the ease of receiving support requests and delegating tasks. They also continue to make improvements to the software.

Likes Least

I'm unable to delete customers. There's no easy way to clear out old tags.

Recommendations

It works great for our team of 5-15. It may be difficult to manage without some other form of automation for a larger team.

 
 

Mikaela from Tuna Traffic
Specialty: Other

February 2015

February 2015

Fairly New to Help Scout

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

I find Help Scout very easy to use and to organize support tickets. It's easy to tag items and assign them between team members in order to get needed information or accomplish different tasks for the client.

Likes Least

I wish it were a feature of Help Scout to assign a deadline to a task and have reminders a certain number of days in advance for those. Currently, we are using tags to assign deadlines, but it would be nice to have a way to set a hard deadline.

Recommendations

Don't be afraid to assign tasks around to other team members (if it works for your team), as that is the easiest way my team has found to accomplish different tasks. It brings your teammate's attention to a task more readily than simply emailing or chatting them a question.

 
 

Lisa from Tuna Traffic
Specialty: Other services

February 2015

February 2015

Great Help Desk for Teams!

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

There are so many great features within Help Scout that choosing only one reason why I like it is hard! The new reporting features have to be my favorite. I manage the conversations that come in through HelpScout for my company, and being able to view the different reports is invaluable. Especially with the new Happiness Reports, we are able to meet our clients needs in a non-intrusive way.

Likes Least

My company has been using HelpScout for the past year, and there have only been a couple times where we have run into issues. The biggest issue for me was not being able to change a customer for a particular conversation. We have employees that frequently email in requests from clients, so they would be stuck as the customer not our actual client. I reached out to support and they took note of my request, and later last year they fixed the issue!

Recommendations

HelpScout is a great product that I highly suggest people check out for their teams. From the clean layout to the functionality, our team is able to work efficiently and effectively.

 
 

Danielle from Litmus
Specialty: Software / IT

February 2015

February 2015

Simple, easy, powerful support software

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Help Scout is easy to set up and use, and you can be up and running within 10 minutes. Their staff is also very welcome to feature requests and are quick to respond if you have a problem or question with the app.

Likes Least

Lack of foreign language translation within the app. Currently we have to copy and paste content from our non-English speaking customers into Google Translate and I wish this was in the app directly.

Recommendations

I recommend having a Gmail/Google Apps email set up first, with your domain, SPF record, etc already set up. This will make it easier for you to get running and to make sure your emails work well and don't encounter any spam issue.

 
 

Corey from Prep Obsessed
Specialty: Retail

February 2015

February 2015

Help Scout help us achieve inbox 0

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

When we were just using Gmail, there was a constant fear that a customer would be missed or that an email would be marked read that wasn't dealt with. We no longer have either of these problems.

Likes Least

We do wish that Help Scout integrated with our Facebook page's inbox.

Recommendations

We looked at a lot of solutions that were really too bulky and cumbersome for us. Help Scout has great features that we can use and not a lot of other stuff that we wouldn't ever touch.

 
 
 
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Showing 1-20 of 77

Margaret from Margaret Sulapas

April 2018

April 2018

Simple and Easy To Use!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Doreen from Indeed.com
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

April 2018

April 2018

Smart and easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Help Scout makes it easier for me to do my job. It's simple, personal, and powerful. I really like the keyboard shortcuts, it's very convenient. The email client is very fast. I recommend Help Scout to everyone, it is easy to use and not expensive.

Cons

The Docs section is very limited on the free version. I also don't like that when logging in it automatically drops you into the edit view as opposed to the regular view.

Review Source: GetApp
 


April 2018

April 2018

Simple but powerful

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

- Multiple mailboxes are supported and easy to setup
- Straightforward interface
- Fast
- Good stats
- Easy to handle statuses and customize responses
- Good mobile/tablet apps

Cons

- Merging tickets is a nightmare: hard to remember how to, requires the same customer email
- Contacts management is convoluted and limited; no integration with external contact providers

Review Source: Capterra
 


April 2018

April 2018

Help Scout is the best customer service management software out there.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Help Scout is the best way to manage client communications. It is efficient and intuitive, saving my team time and keep our communications organized.

Pros

Help Scout allows my team to handle client requests collaboratively and efficiently. The UI makes it easy to view my pending cases, as well as my teammate's cases making it easy to take it over if someone is out of the office.

Cons

I have no cons for Help Scout. All the features and functionality was incredibly well thought out, and it is amazing how helpful it has been for my team.

Review Source: Capterra
 


April 2018

April 2018

Nothing short of transformational

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

We are mainly using Help Scout as a customer service tracking tool. It has allowed us to move out of gmail to better track conversations with clients and track how quickly we are responding to customer issues.

Cons

It does not integrate as smoothly with Salesforce as we would like and doesn't create smooth integration with our sales funnels.

Review Source: GetApp
 


March 2018

March 2018

Help Scout has helped us feel like experts in customer service because we can offer help quickly.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Implementation in our business was very easy because the compatibility testing is all done in the background. As a help desk software, Help Scout is at the top of the list when it comes to implemention & integration.

Cons

Sometimes it becomes evident the network struggles but rarely is it ever an issue. Additionally, many features feel pulled directly from other help desk softwares, but the features that set it apart are still present.

Review Source: Capterra
 

Chelsea from iScribes
Number of employees: 51-200 employees Employees number: 51-200 employees

February 2018

February 2018

Help me Help Scout!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

All of them, to be quite honest!

Pros

As a small startup I have been doing support from my email inbox for a long time. Help Scout has saved me from this! I can now search through support requests and understand the metrics/ trends behind them.

Cons

I would like to see more in terms of visualization. You can tag certain requests with things, but I wish this process was more automated.

Review Source: Capterra
 


February 2018

February 2018

Value for Money! All the way.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great for a startup and priced accordingly.

Pros

Easy to set up and by far the least expensive support software I have used. Great for small operators!

Cons

Not as many bells and whistles as some of the others. Couldn't get it to work with my CRM, so had to switch to something else that cost me more. :(

Review Source: Capterra
 

Seth from YouNeedABudget.com

February 2018

February 2018

Very positive. Much better than my experience with email support through CRM.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Help Scout provides an intuitive interface for interacting with customers.

Pros

It's a simple, slick layout without a lot of bloat. I've used Help Scout primarily for email support, but they also support public facing and private document databases.

Cons

It has a couple of oddities in hotkeys and text editor blips, but they're negligible. I've yet to run into anything that's a real headache.

Review Source: Capterra
 

Ashlee from Mirasee
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

The best help desk experience I've ever had

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Review Source: Capterra
 

Jeff from Recruiters Websites

January 2018

January 2018

Great Customer Support Ticket System

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Helping customers with support tickets via email. And creating support ticket form and knowledge base pages.

Pros

Help scout is easy to use. Tickets are easy to assign and manage. Setup is a breeze. And support is quick to reply. I also like all the integration options.

Review Source: Capterra
 

Melissa from YNAB

January 2018

January 2018

Love Help Scout

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I love all of the features that Help Scout offers. We're a growing CS department and it's scaled with us quite nicely. Our Developers are able to customize is for us and it's quite easy to use.

Cons

There are only a few things I don't like about HS. The main thing is that it would be nice to make article formatting easier to use with out HTML. And, it would awesome if they implemented a live chat feature, so we didn't have to use Intercom in addition to HS.

Review Source: Capterra
 


January 2018

January 2018

Tricky setup but smooth once implemented

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Good tracking and organization of support request and creation of help pages.

Pros

Great features, organization and help pages to easily keep track and follow up customer support requests.

Cons

Tricky to setup, some technical knowledge required. It took me a while to get used to it and I while it got the job done, I never really loved it.

Review Source: Capterra
 

Larissa from Springboard
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Everyday use for support of prospective users on an educational website.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

An easy, quick way to provide support for all prospective students who come to us wanting information on our product.

Pros

Its User Interface, it is extremely simple and friendly. It's also fun, the little messages whenever you have a clean folder is always a great pick me up throughout the day.

Cons

Its search engine, when trying to pinpoint specific tickets with certain filters, the filters sometimes do not work and fail to give a filtered search that's helpful towards finding context on a specific issue that's been handled before.

Review Source: Capterra
 

Jake from Color Nutrition
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2017

December 2017

Easy customer support mailbox management

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Very easy for a team of 3-4 to manage incoming support tickets. Reporting is equally easy and makes it manageable to track progress over time.

Cons

The "knowledgebase" sites you can build with Help Scout simply aren't up to par with competitors. If you care more about your knowledgebase articles than your support inbox, I'd go with a different solution.

Review Source: Capterra
 

Kirsten from Kirsten Tonja International

December 2017

December 2017

Help Scout is efficient, easy to use, and dare I even say...fun!?!

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

I'm a huge fan of Help Scout. Everything works fluidly as it is supposed to, of course! Reassigning is a breeze, replying is a breeze, and definitely not getting those ridiculous forward of forwards mentioned by another reviewer is priceless. I have never had any glitches and I feel like Help Scout goes out of its way to NOT waste my time. Yay!

Review Source: GetApp
 

Lindsey from Mirasee
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2017

October 2017

Powerful and Easy to Use!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Ease of use, overview of mailboxes and emails, time-saving shortcuts

Pros

Love seeing all message threads with the contact to the right when an email is open
Like being able to star certain boxes so they show up first
Love being able to have stored replies
Like being able to keep notes that you can see at a glance upon opening an email

Cons

Don't like that it sometimes takes a bit for the numbers to refresh in mailboxes, from time to time.
Don't like that you can't order or resize the starred mailboxes
Don't like that multiple addresses for the same person aren't flagged somehow

Review Source: Capterra
 

Rocky from HeyItsRocky

October 2017

October 2017

Help Scout does one thing really really great

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Ease.

Pros

It was incredibly easy to set up. We migrated out of Zendesk to use Help Scout, and my team's eyes lit up from how intuitive it is to use. I even had non-coders building workflows to make email management easier.

The best is when I asked their support about integrations and other fancy- and they told me that it's not in their vision. They want to build the best email support desk, period. And it's really really good!

Cons

There's a lot of integrations that aren't built in. Which, it's not a game breaker. Do you REALLY need your toaster talking to Help Scout?

Review Source: Capterra
 

Courtney from Bend electric biked
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Made it easy to manage email

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Better communication.

Pros

This improved communication with our group and made having two locations much easier. Documentation is also clear.

Cons

The phone application is probably the least favorite part of helpscout. I'm able to use the desktop most of the time so I don't use it all the time.

Review Source: Capterra
 

John from The Bend Tour Center
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2017

September 2017

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

Pros

I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent.


Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

Cons

This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

Review Source: Capterra
 
 
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