--- title: "Help Scout Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Help Scout. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Help Scout is a good fit for you!" source_url: "https://www.softwareadvice.com/help-desk/help-scout-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [Help Scout](https://www.softwareadvice.com/crm/help-scout-profile/) / Help Scout Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/help-scout-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/help-scout-profile/alternatives/) # Help Scout User Reviews ## Reviews summary - Overall rating: 4.6/5 - Total reviews: 226 ### Secondary ratings - Ease of use: 4.7/5 - Customer support: 4.6/5 - Value for money: 4.4/5 - Functionality: 4.3/5 ### Rating distribution - 5 stars: 156 reviews (69%) - 4 stars: 56 reviews (25%) - 3 stars: 13 reviews (6%) - 2 stars: 0 reviews (0%) - 1 star: 1 reviews (0%) ### Most mentioned pros - We use Help Scout for managing our shared inbox and handling customer support tickets, and it's been a solid addition to our workflow. - They build great features that directly benefit our support team, and when any issues arise they are responsive and open to changes to help improve the experience for everyone. - It keeps the team aligned without things slipping through the cracks. ### Most mentioned cons - Reporting and analytics are fairly basic compared to some alternatives, and there's limited flexibility when it comes to customising workflows or automations. - When the internet connection is intermittent or weak, I find it difficult to use the system effectively, and I sometimes lose email drafts as well. - It's often hard to follow threads and be able to see the initial conversation. ## Help Scout customer reviews Showing reviews 1-25 of 226 (page 1). ### Best in Class - Overall rating: 5/5 - Reviewer: Sam S. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 11-50 employees - Product usage: Used weekly for more than 2 years - Reviewed: June 2026 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros The are so good at what they do and know exactly who they are for and what they do best. I really like how they aggressively add and build out their features and think their product team does a great job. #### Cons More granular control of in app beacon messages. Would really like users to be able to give specific feedback on a AI convo or knowledge base article. --- ### Help Scout is great for small teams looking for a simple and inexpensive shared inbox - Overall rating: 4/5 - Reviewer: Laurène W. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: September 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers. #### Cons I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets. #### Reasons for choosing Help Scout Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper. #### Reasons for switching to Help Scout Gmail doesn't work well as a shared inbox. --- ### It was ok for a while but seems to have gotten worse over time - Overall rating: 3/5 - Reviewer: Meghann O. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 2/5 #### Pros It's easy to search, tag people/teams, and assign tickets. It also integrates well with our CRM. #### Cons It's often hard to follow threads and be able to see the initial conversation. I don't love the recent updates and we often had technical issues of our webhook disabling. --- ### A great help desk platform - Overall rating: 5/5 - Reviewer: Dwi O. - Verified reviewer: Yes - Industry: Financial Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's a great platform for small to medium scales businesses looking for a help desk platform. It has some key features which cover the majority of everyday needs with the added benefits of additional items which could be used as you expand. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Help Scout has been a great help desk platform for our business. Outside managing customer queries, we've utilized their workflow and saved reply features to semi-automate and fully automate several key areas. This has saved a lot of time and allowed us to focus on the customer. We've also been able to build our customer query management process around Help Scout and use this across multiple teams. It's a straightforward and easy-to-use platform that is intuitive in some aspects. #### Cons While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios. #### Reasons for choosing Help Scout It provided all the basic functionality we required when our team was smaller and also had features --- ### One of the best products I've ever used - Overall rating: 5/5 - Reviewer: Jakub S. - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me. In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen. #### Cons That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there. #### Reasons for choosing Help Scout The entire experience was 10x better in Help Scout :) --- ### Very Solid Ticketing System - Overall rating: 5/5 - Reviewer: Amanda V. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: October 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall, we absolutely love the app. It has suited our needs perfectly. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Love that you can set up multiple mailboxes and have multiple emails routing in to one space. The ability to see when a customer has viewed an email is also particularly useful and the search option is perfect. #### Cons Keeps disconnecting from apps and support couldn't fix it. No desktop notifications which would be immensely helpful. #### Reasons for switching to Help Scout Zendesk was too expensive and didn't have all of the features we wanted without paying a lot. --- ### Great for starting with customer support - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Internet - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It was good, although we decided pretty quickly to move to Intercom. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users. #### Cons It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support. There was no integration with our website, so this was a bummer. #### Reasons for switching to Help Scout Interactive, customer-oriented with direct integration to our website. --- ### Great customer focused company to work with! - Overall rating: 5/5 - Reviewer: Celeste O. - Verified reviewer: Yes - Industry: Printing - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer. #### Cons I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe. #### Reasons for choosing Help Scout At one point we considered switching to Zendesk, but at our current business size and needs, Helpdesk was clearly a better fit for our team. --- ### Stellar Support Tool for SaaS companies - Overall rating: 5/5 - Reviewer: Shaun V. - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 12 months - Reviewed: July 2019 - Review source details: This review was submitted organically. No incentive was offered We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier. We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible. The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies. #### Cons To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from). While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end. #### Reasons for switching to Help Scout At the time, Intercom didn't have any concept of folders or prioritization and we grew to a point where we needed it badly. --- ### Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic Functions - Overall rating: 5/5 - Reviewer: Aimee Rebekah S. - Verified reviewer: Yes - Industry: Alternative Medicine - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: January 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems this year where I was almost going to stop using it but their customer service is so good and thorough in the way that they communicate that I decided to stay. Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track your emails and to provide a chat option for your website and to create a knowledge base then it's a really great tool. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros HelpScout is really simple to use & has a really clean interface and their customer service is A+++. I am someone who will stay with the company even if they don't have all the bells and whistles if they have excellent customer service, especially something like an email provider because it's hard to find really great customer service in email. I have been using it for over 10 years, & it also is like a database of all of my customer interactions. So I can type in the customers name at the top of the screen and it will pull up every email that they've ever sent in and every email that we've ever sent to them so it becomes this really powerful documentation tool. #### Cons It doesn't have a ticketing system. So it's not so it sometimes it can be easy to miss emails or to have customer service emails go unanswered if a lot of emails come in at once. And a ticketing system and a lot of other email platforms it will bump it up to the top for you if you haven't answered it in a set amount of days but help scout doesn't have a easy way to do that. Even though it does have a knowledge base it's just not as strong in terms of customer service portal as some of the other tools I've explored like fresh desk. --- ### Simplifying Helpdesk Operations: The Power of Help Scout - Overall rating: 5/5 - Reviewer: Angelica B. - Verified reviewer: Yes - Industry: Pharmaceuticals - Company size: 501-1000 employees - Product usage: Used daily for free trial - Reviewed: June 2023 - Review source details: This review was submitted organically. No incentive was offered I was given the chance to use Help Scout for monitoring consumer enquiries and support requests during my internship at the university's Department of Pharmaceutical Development and Research. The program succeeded in resolving client issues effectively and assuring prompt responses. We were able to deliver cogent and consistent client service because to its collaborative inbox function, which enabled easy communication among the support team. We were able to measure customer satisfaction numbers and pinpoint areas for improvement thanks to Help Scout's reporting and analytics features. Overall, Help Scout's user-friendly interface and extensive capabilities significantly improved the customer assistance experience inside our department. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros A robust feature set provided by Help Scout is revolutionizing customer support administration. Its user-friendly interface enables seamless ticket administration, providing effective and well-organized customer contact. Teams can work together on client queries using the software's collaborative inbox, which leads to quicker responses and more customer satisfaction. Help Scout's automation features automate monotonous operations to give support workers more time. Additionally, it offers meaningful insights into customer service effectiveness through its extensive reporting and analytics. Businesses may quickly link their preferred products to Help Scout's vast integration possibilities and design a unique support environment. Overall, Help Scout improves efficiency, streamlines customer support processes, and improves the client experience. #### Cons There are some restrictions to take into account, despite the fact that Help Scout has several advantages. The absence of native phone and chat support tools, which may be essential for enterprises needing real-time client communication, is one downside. Furthermore, learning the sophisticated functions of Help Scout might have a steep learning curve for new users, demanding rigorous onboarding and training. Periodic bugs and poor system performance have been reported by certain users, which can reduce productivity. Last but not least, the pricing structure can be a problem for startups or small firms with tight funds. Help Scout is a top option for customer support management in spite of these shortcomings thanks to its total value and robust feature set. --- ### Helpscout Review - Overall rating: 5/5 - Reviewer: Ali F. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The overall experience is great, my team has always favored help scout above all ticketing systems. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The most important feature about helpscout is the tags feature which allow you track tickets better. As well as saved replies and the super friendly user interface #### Cons Helpscout does know allow to add multiple email signatures within the same user and it forces the addition of multiple users. #### Reasons for choosing Help Scout For the ability of tracking tickets and linking tickets between each other without much mess. --- ### helps businesses streamline their procurement processes - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Networking - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities. #### Cons Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems --- ### Help Scout: A Comprehensive and Reliable Customer Service Solution - Overall rating: 5/5 - Reviewer: Oparanya J. - Verified reviewer: Yes - Industry: Construction - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb. #### Cons I like the efficiency of Help Scout's features. No complains at all. --- ### Live Chat + KB --- Count Me In! - Overall rating: 5/5 - Reviewer: Anthony R. - Verified reviewer: Yes - Industry: Design - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: September 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Whether it's pre-sales questions or general customer service, Help Scout was there from day 1. I was able to have them answer all of my pre-sales questions within a day or two, it mainly took so long because I wasn't sure of what all I needed but they kept responding question after question. Even after the fact when I signed up for their trial they started sending me helpful auto generated emails for tips and tricks on how to use their platform. Since it was a new platform of course I was bound to get stuck at times, but I was able to reach out at all times and get a reply back promptly. They were even nice enough to extend my trial because I hadn't gone through all of the features in depth yet. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros They refer to support tickets as conversations, which might not seem like much at first but if you really think about how much you value your customers you will appreciate this verbiage. They have offline/live chat support pop ups that they call "beacons" and you can have different ones depending on where a customer is at on the page. This was extremely helpful for me as I am selling software so having a beacon on the general website for pre-sales was a must but I also wanted a secondary beacon behind a paywall for premium support and their platform allows for this type of setup. Lastly, most live chat companies only cater towards just that --- live chat. However, I wanted an all in one solution of live chat + a knowledge base. Help Scout has both available within their platform and it's super simple to setup. #### Cons The only thing I feel they could improve on is more features as far as layout and styling for the knowledge base. It was lacking in that sense but other than that I didn't see anything that I personally needed to be different. --- ### Simple and easy to use functionality - Overall rating: 5/5 - Reviewer: Mizanur Rahman M. - Verified reviewer: Yes - Industry: Marketing and Advertising - Company size: 2-10 employees - Product usage: Used weekly for less than 2 years - Reviewed: March 2023 - Review source details: This review was submitted organically. No incentive was offered Help Scout is a powerful customer service software that offers a range of valuable features to businesses of all sizes. While there are some potential downsides, the strengths of the software are significant and can help businesses provide top-notch support to their customers. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It has beautiful and easy-to-use UI and UX. It has been made by amazing professionals already in the customer care space. Help Scout can be brought on to any company scale and proves itself with metric improvements rapidly. #### Cons Help Scout's pricing plans are a little expensive, especially for small businesses or startups. #### Reasons for switching to Help Scout They were a little expensive. --- ### Help Scout: A Great and Friendly Helpdesk Solution - Overall rating: 5/5 - Reviewer: Marco C. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros This helpdesk solution is amazing because it has been meeting our expectations. I am impressed by the reliability of Help Scout. #### Cons Help Scout is easy to use. No cons related with Help Scout. --- ### Pricey but worth every dollar. - Overall rating: 5/5 - Reviewer: Carsten w. - Verified reviewer: Yes - Industry: Accounting - Company size: 2-10 employees - Product usage: Used daily for free trial - Reviewed: December 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Easy to setup, easy to maintain and it is also super easy to onboard new support colleagues because everybody knows how to handle a regular mailprogram. Support from Helpscout is also superb, when you demo it you´ll get an personal mail from the sales/support stuff form Helpscout, there are helping you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It is a very intuitive helpdesk solution, it almost work like a "normal" email inbox. Each mail is called "conversation" and can assign to a user. In each conversation user can make internal notes and tag other colleagues. HelpScout is also able to handle Chat and Voicememos out of the box. Additional addons are also available, you can even write your own addon. #### Cons You have to grasp the there are no ticket numbers. I also missing phone support, for instance VOIP integration. Prices are also quite high but the software is worth it. #### Reasons for choosing Help Scout Better UI, easy Setup, streamlined product with not to much features. It does what it should do, solid core. --- ### Easy to use, great support - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2020 - Review source details: This review was submitted organically. No incentive was offered We've used a number of ticket systems and found Helpscout best meets our needs. The integration options are easy to set up and increases the value we get from the software. The support is quick and always helpful. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams. The reporting is also useful for creating guides based on real search terms. #### Cons A recycle bin for deleted guides would be useful and more control over the look and feel or the canned replies. --- ### Terrific product. Great UI. Does lack on the integrations - Overall rating: 4/5 - Reviewer: Jeff B. - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: February 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use. VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day. #### Cons The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets. Caveat: if all you do is email and maybe chat, then this product is everything you need and more. --- ### Help Scout Helps Us Communicate with Our Customers Smoothly - Overall rating: 5/5 - Reviewer: Perez L. - Verified reviewer: Yes - Industry: Automotive - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: May 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I really enjoy the ease of customization of Help Scout. Help Scout has been a great helpdesk solution. #### Cons No dislikes about Help Scout. Help Scout is phenomenal. --- ### Customer relationship management platform - Overall rating: 5/5 - Reviewer: Carine Sylvie T. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: November 2023 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros It automates the entire customer relations process. A customer relationship management platform, livechat, customer support tickets... #### Cons Too many functions can make it a little difficult for beginners to get to grips with the interface --- ### Makes life SO much easier - Overall rating: 5/5 - Reviewer: Matthew S. - Verified reviewer: Yes - Industry: Internet - Company size: 2-10 employees - Product usage: Used unspecified for less than 2 years - Reviewed: September 2015 - Review source details: This review was submitted organically. No incentive was offered HelpScout has become an essential, can't-do-without part of my workday with how savvy and helpful it is in organizing contact with our customers and giving us a handy module for FAQs to boot. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 #### Pros - Keeping un-answered emails bolded even after you've read it once, - "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer - Intuitive inbox and Doc-editing interfaces - Ability to tag email addresses and assign conversations to a particular team member - "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate - Quick customer service response times, to fix problems in a pinch - about 20 other things :-) #### Cons Pretty minor, really: - Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day) - I honestly can't think of any others (seriously, it's that good) --- ### Useful tool for managing customer communication - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Consumer Services - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### 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). --- ### Help Scout for Customer Support - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall we have had a good experience but I do think we have outgrown Help Scout as our company grows and other departments need visibility into Support data. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Extremely intuitive and easy to use. Learning to use Help Scout takes very little time at all. I enjoy the overall UI and simplicity. #### Cons Reporting. As my company grows we have found that the reporting isn't as robust as we would like. It is pretty difficult to gain insight on particular customers who are reaching out and volume per account. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/help-scout-profile/reviews/?page=2) --- Help Scout Reviews, Pros and Cons - 2026 Software Advice