Help Scout Reviews & Product Details

Terrific for handling email support, has quite a few customization options to fit my workflow. We also like how we're able to pull in social mentions(via Zapier) and phone voicemail(through native integration) to make it a single point of contact for our support team.

Would like to see more granular reporting options. Improvements are a nice step but some better controls around stats for tags and more controls for different timeframes would be great.

As someone who lives in Help Scout 40+ hours a week, it does a tremendous job of helping us support our users. We use it to help understand where our support problems come from, to communicate with users, even funnel social mentions to our inbox so it can be treated like a Support To-Do list.

1. The product and its simplicity 2. Continuous integration of new features 3. They know what they are doing. Help Scout's customer support really demonstrates this. They not only know how to create a great platform but to also interact/support their own users. 5. The ability to customise (CSS/HTML) in Docs 6. Their understanding of what their users want/need. 7. It caters to a large variety of purposes but never feels impersonal or corporate.

1. Not much, really ... 2. Further custom Javascript and CSS/HTML features would be great for Docs, especially within editing articles rather than having one section to implement this. It certainly works with the current system but in terms of functionality, it could be improved.

We're able to interact better with our users. We've improved the overall pedagogic aspect of how to use our website and have been able to provide answers in a very simple way.

I love how simple and minimal the user interface is in Help Scout. There aren't loads and loads of features we don't need, which I've had to deal with in other support ticket system software, almost always. Help Scout is a simple, but powerful shared space for our team to collaborate as we take care of our customers. The best part? Our customers experience of getting help from us is a plain, personal email from us. They don't have to login and interact with a support ticket website to get help from us. So freaking cool. Also, their support is over the top awesome. They know how to treat their customers well. They're all super helpful and warm. Human to human support that feels like my friends are helping me out with issues. Perfect support. Lastly, they are content marketing pros. I watch their blog posts not just for the useful content they publish, but also to learn from how they do their content marketing. Great stuff all around.

The one downside of Help Scout currently is that we can't include multiple team members on internal notes/discussions we have about a ticket. Only one person can see an internal note on your team...the person you assign the ticket to after you leave an internal note. It would be better for us if internal notes functioned like discussion threads in Basecamp, where you can select multiple team members to be looped in on a discussion thread.

Taking care of our customers questions and issues in the fastest, simplest way possible. What's important to us is that people feel well taken care of. If that happens, they talk about our business to their friends and we get free word of mouth marketing. Help Scout makes it super easy for us to deliver great customer experiences. Simple and fast for our team and our customers. This is the way support software should be.

Their integrations with the other SaaS products we use, like Slack, and robust reports allow us to share our progress and needs with the rest of the company. At a glance, I can see who needs help. This allows me to quickly answer customers or assign an issue to another support team member who can take care of them better than I can.

Some things need to be done manually while the product is built-out. This is never a problem as it allows for customization and the HelpScout team is so responsive.

HelpScout is a large part of our customer success program. It helps us stay connected and "wow" our customers with exceptional service.

1. Non-existent to customers: No messy support ID numbers or impersonal support links. Everything looks as if it's coming directly from an email. 2. Unified Team Support and History: Design is clean and allows everyone to not only see support requests or questions coming in, but the internal design smoothly allows you to route to the right team member, while still seeing the history of the request and that customer. 3. Help Scout Docs: Add-on to Help Scout support, but interacts and connects seamlessly to help handle support requests and route individuals to learn a bit more. Found it reduces customer interactions and also makes those that do come in and chat with us that much happier.

1. Would like to export our analytics: Help Scout has an API so I could use that, but when I'm in our analytics/reports it'd be nice to export the raw data for my own purposes. I feel like this is somewhere in the product though, so I may be just not seeing it.

In terms of benefits, I'd say we're solving the problem of having the right tool to offer as world class support as possible. What I like about Help Scout is it makes your support: 1. feel personal, 2. feel super professional, and 3. remain exceptionally easy for our support team. Overall, I'm a very happy customer and don't envision us needing to move on to any other platform even as we grow.

Help Scout allows me to zip through email quickly by using shortcut keys, so responding to people is easy. And when my customers get an email response, it looks good, like something they'd get from a friend. (Unlike most other help desk software that spits out email that looks like a corporation produced it.) I feel like it's so clean and simple that it's almost as if Apple created their software. After I started using it, I was so excited that I personally emailed the founder and thanked him for making it.

I was going to say that I dislike the lack of mobile app, but there's a 3rd party mobile app that does exactly what I need. It's simpler than gmail.

I want to quickly reply to customers and make the experience feel as natural as emailing my friend. Help Scout allows me to do that.

The simplicity for myself and my team, and the awesome support they've given, any time I've needed anything.

The only thing i can think of is no native mobile apps, but it works on mobile browsers, and i prefer to let my team take care of the inbox anyway, so dont really need it mobile for me... :)

Making life simple to support our clients Traceability and accountability for tasks SLA's too in the reporting so we can see that we're getting better each week and month in terms of responsiveness

I love the ease of use. Many help desk solutions are clunky and difficult to use/learn, not so with Help Scout. Our team was up and running in minutes and our customers now get better service.

I would love to see a Facebook inbox integration.

Our goal of Inbox Zero is now achievable with Help Scout.

Ease of use Proactive Support Great Features - especially the blocker that prevents sending the same email twice from different team members Time saving

Inability to switch boxes and assignees at the same time, but in the scheme of things, not a big deal.

It's taken the pain out of emailing our customers. Before Helpscout, we were all using a gmail inbox to handle our incoming customer enquiries. Emails got missed on a regular basis. With Helpscout, that can't happen anymore. We now have 4 user accounts and we simply couldn't live without it. Keep up the good work.

The best feature of Helpscout is how easy the setup is. It literally takes five minutes to convert all your email requests into proper tickets with statuses so non are dropped. Other benefits include: Easy usage -> basic status for each email/request, reassign workflows, drop the ball workflows, etc Good reports -> including separate reports for separate mailboxes API -> allows customized integration chat - untested Support - excellent

wish there was a global workflow with many mailboxes it does get a bit messy

not dropping/losing track of help requests shared views of requests + reports to contrast easy/heavy clients and easy/heavy issues.