Help Scout Reviews & Product Details

I like how easy it is to assign conversation between teammates, keep track of your own conversations, organize conversations, make note to teammates about conversations etc.

helpscout will have outages every once in a while - sometimes lasting 1/2 hour

Email communication with customers

Help Scout has the best support ever. Using it is a community experience. We have about 80 users with them, and it keeps a constant stream of connection between all our users. I have said on a regular basis that if we moved away from Help Scout, I would still follow their blog and community. They are 10/10!

It has crashed for and hour or so at a time. Very frustrating for us... We also have various bugs that are fixed now... Everytime we have encountered a bug, their team has been resonsive, quick and honest. They really are pros.

Constant contact between all our customers and the team member that they tie to. We would sink with out this

The HelpScout ticket platform is easy to use and always improving, with a beautiful interface and interaction with the user they make the support work less painfully. Also, they have a great support team and (in an unrelated note) one of the best newsletter. The saved replies save a lot of time, with variables for customer, mailbox, and user data.

The prices for a small company is great, but the conversion to my country currency make it hard to pay. It would be awesome to have custom fields for customers. There is no customization option for the panel style.

We have a digital product that demands a lot of support, so we decide to move out of the e-mail and start using the Help Scout. The main feature was the multiple user mailbox and the easy of organizing and tag the emails.

Help Scout offered just the features our four-person team needed without bells and whistles that we would never use. At the same time, it was flexible enough to accommodate us as our needs changed in the last two years.

I'm very much looking forward to a dedicated mobile app for Help Scout!

We previously relied on Outlook and offline meetings to coordinate ticket assignments and resolution. Help Scout afforded us accountability and transparency, while producing reports so we could quantify our performance.

It prevents me from never losing track of a conversation that I may forget about over the course of a day, because unlike a normal inbox, an email that hasn't been responded to still appears as if it hasn't been read. This is an invaluable feature!

It's pretty minimal, really. The only thing I wish were different is being able exclude any forwarded emails to a fellow employee from being sent in a reply to a customer. Otherwise, there's literally nothing I dislike!

We're able to track the satisfaction of our customers, and even better than that we're able to ensure that any customer who sends us an email gets a reply, thanks to the way they have their inbox set up.

After landing our first big client, we needed to (very quickly) identify and launch a world-class, yet invisible help desk that could immediately support thousands of customers. We looked at several platforms and decided to go with Help Scout after a test drive. The best part? On-boarding the Promoboxx support team and adding multiple mailboxes to assist our growing list of clients was incredibly easy. Help Scout scales alongside our business and provides the same attentive support to us that we provide our customers. We love them for that.

We would love to have more Help Scout Docs customization flexibility (a feature that powers our Support and Academy centers).

We work with Fortune 500 brands and their hundreds of thousands of retail partners. Promoboxx must ensure that any question or comment a retailer has is quickly and easily serviced and resolved.

The longer you use HelpScout, the more abundantly clear it becomes that its developers care deeply about customer satisfaction. From updates to the dashboard to integration with Google Apps, I've found just about every new feature incredible helpful. No fluff! It's easy to appreciate new features that don't get in the way, but instead tackle real user pain points.

I'm holding my breath for the HelpScout mobile app! A lot of customer support happens on the fly and I'd like the ability to use HelpScout away from my desktop.

At MassChallenge, we're focused on scaling our business. The question is, "How can we help more entrepreneurs win?" Over the course of the next five years, we hope to support the growth of at least 2,000 new startups. That's a huge number, but then again, so was 400 startups before we achieved it. We have delivered more exceptional customer service to our startups every year by relying on HelpScout's quick and painless product and by learning to expect and trust its continual improvements.

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email Service Providers like MailChimp and Campaign Monitor, KISSmetrics, Google Apps, and more which are very easy to set up and get started. There are also reporting tools to track productivity, # of replies, and volume. In addition to the help desk/mailbox feature, HelpScout also offers a documentation tool for knowledge bases. I have been using HelpScout for 2 years at Litmus and I absolutely love it - and my team does, too!

I wish there was a bit more reporting and foreign language translation support for tickets. Small things, but would be very helpful for us!

HelpScout makes it incredibly easy to collaborate on tickets with a team, and customize workflows and saved replies. Our average handle time is around 3 minutes per ticket! It's also easy to add new mailboxes for different products or teams, and easy for one team to move a ticket to another team's inbox.

The UI is done impeccably and you can tell that they really care about how the software looks and functions. It has changed the way that we do customer service here and it's help us make our customer service reps more effective, more efficient and happier. HelpScount (the company) provides fast, helpful support and they listen to our suggestions and ideas. They are one of our most trusted and favorite partners.

Nothing. We love the product and the service.

We've been using HelpScout for quite some time now. They have totally changed the way that we handle and think about customer service. The software is elegant and easy to use and new employees get up to speed in a very short amount of time. There is virtually no learning curve. We have also asked many questions and had their support team help us use the product better. Last, but not least, their Blog is full of amazing customer service ideas and lessons. We all follow their blog here internally and read and discuss their blog articles. Not only do they provide a killer product, but they also provide education for our customer service reps so we can service our customers better.

My team has been using help scout for just over 6 months. I am pleased to say we are extremely satisfied and impressed with it. As Apple technology consultants, we are somewhat picky about technology solutions (go figure!). Help Scout was easy to set up, learn and we had no gap in our productivity after the transition. It has just enough of the right features to be useful, without being bogged down in too many options. Our clients have no idea anything changed on the back-end, but we have a much easier time helping them out. The fact that they can use one email to work with everyone on our team seems like magic. Our staff unanimously love it as well, we enjoy having notes conversations about emails before someone responds to our client and I enjoy perusing closed tickets to remind me how awesome my employees are.

We have to keep a good eye on the spam filter. Once every few weeks, an inquiry may go there. We check it daily and it hasn't created any problems.

We use this to manage requests for help from Chicago businesses that use us for consulting and tech support. We have also recently started using it to host our internal knowledgebase for staff training, on boarding, and documenting processes.