Help Scout Reviews & Product Details

Helpscout has an effective template feature with template variables that let common tickets get responded to quickly. It can also be used to enable nontechnical users to easily set up a help center/support wiki. It has an effective escalation/assignment workflow. A ticket can be assigned or closed with a response or note, so good for addressing tickets quickly. It also has a good API that allows significant custom tooling to be built on top of it.

A better reminder/followup workflow could be helpful. Escalated tickets have slipped through the cracks on a number of occasions. It goes to the next ticket immediately after completing one, but some tickets are complex and I would like to not come back to them until later.

Have used Helpscout to handle 100+ tickets per day with only one full time CS rep. It has been an effective central software for managing our CS efforts.

How simple it is to pick up and teach to new staff members, easy to assign and close emails/tickets and find them again if you need. Easy to segment to the right person and create easy saved replies to use or create into a workflow to clean up your mailboxes more efficiently.

That you can't run workflows based on the information collection through their help beacon. Would be great to use that information to move to the correct mailbox and assign to the right people to get back to customers faster.

Solving: Customer support for our online training business e.g. password resets, how-to etc. Benefits: the ease of communication in seeing who is dealing with certain customers (also being able to look at an email without it being marked as read meaning it will stay open until a new status is assigned, can tackle the ones you need to or the 'easy' ones first), being able to quickly find anything else they raised with us in the past, keeping track of how well our respondents are doing by giving customers the chance to give feedback on the responses they receive.

I like that everyone's mailbox is easy to access. It's especially nice if someone is out of the office and you need to jump in to help someone out.

It doesn't always seem to update in real time which can be frustrating. Especially if you're trying to help someone and the email they're trying to send isn't coming through

We use HelpScout for customer contact. It's literally an essential part of our everyday workflow.

My team uses Help Scout as our Customer Support ticketing system. We also currently have our Success Team and Billing department set up with mailboxes. The benefit is that multiple users can work out of a shared inbox, assign conversations, forward to different departments, and leave internal notes on conversations

Knowledge Base. I wish there was more room for customization here. The current setup requires there to be Collections and Categories. If an article is uncategorized it is not searchable in the Knowledge Base. I also wish there was a feature so I could add "was this article helpful?" to report on.

Support. Any time I have a question or something seems to be acting up in the account (which is pretty rare) I always get a quick response from Help Scout's Support team.

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This app is very good for team collaboration for help desk support. It is easy to sort incoming tickets from different departments and the automatic actions help filter tickets where they need to go. Aside from that the automatic and canned replies make it easy to get information out fast to the user so that they experience minimal downtime.

Some of the statistics are confusing and don't provide the information I would like to see at a moments notice

Getting Tickets resolved quickly with team collaboration.

Shared inbox for client support that allows for both individual assignment and group approaches.Cute messages for a clean inbox and helpful tools for annotation and marking issue status.

System doesn't retrieve forwarded content. Have to go into outlook for this information. Also, there is no personal stat readout.

Client support and general inbox. Its streamlined our communuications and automated responses have spend up our reply time.

It has a nice API, which allows integrating data from other systems inside, in the sidebar

The API is nice but lacks customizations in the interface. Maybe for security matter, or standardizing, but it would be great to have more freedom on the output of each app.

Communication with our clients by email (the most common, for now). Good for many team members have access to one email inbox

Help Scout has a very intuitive interface that allows support people to easily move through the queue, assign cases and most importantly, to merge threads that are connected to the same case.

I have no problems with Help Scout. I'm guessing the pricing wasn't as good as some other alternatives (as we have changed services).

Getting answers to customers quickly. Easy to follow on conversations above my level so that I can learn from others.

Help Scout really makes it simple to set up and run a small support team supporting a small to medium business. Their interface is clean and easy to use, and the integrations are very appreciated, and can add a lot of power to a few agents. Their pricing is also very attractive. Their support and company culture are also awesome.

Not so much dislike, as we simply reached our functional limit and needed something that scaled to a larger business with more integrations and more powerful analytics.

Solving the problem of organizing support and getting a unified channel for our customers.

I love the flexibility and the blog like creation of new knowledgebase docs. The ability to add articles quickly when a new problem comes up has decreased the amount of future calls for that same issue significantly. In addition, the consolidation of our email accounts has been a huge help. Having one centralized inbox has reduced our response times 10 fold. The Hapiness report and the survey in the email signature has aided us in increase our overall NPS score and has allowed us to know who our top performing reps are.

I don't like the lack of customization for the article pages and knowledgebase layout. Also, the beacon functionality could be more customizable. It would be great to be able to control more aspects of how the beacon is displayed on each page and what information / articles are made available. There is also a bit of a lack in support when it comes to problems with email. We experience times when emails are attributed to the wrong customer. Lastly, improvements to the woo commerce connection would be appreciated. After several attempts we are still unable to see woo commerce account details on the conversation side bar.

We are reducing the amount of simple customer service calls by drawing attention to the articles that can answer customer questions.

I love being able to support our users emails with ease. This product is great for managing the incoming emails and tracking the volume that our team is receiving. The multi-folder option is great for diving up the emails between teams. The game changers for us are the saved reply option and knowledge-base configuration. This has been huge for our team. There support team kicks butt.

The frustrating this is most certainly the amount of down time. Since using Helpscout, our team has experienced a lot of down time. Helpscout is always great at communicating issues and taking ownership of them. It's hard to support our users if the software we use to support them goes down. Hopfully we'll see less down time.

This product has helped us support the many users that we have. Without it we'd be at a loss.

The interface in Help Scout is well designed and laid out clearly so it's easy to use. It's easy to respond to customers, especially with the option for Saved Auto Replies. It is also nice to see the different reports available through Help Scout. A nice feature in the future would be more of a breakdown of each customer. (How many conversations were closed for them specificially, and which ones.)

The only issue we have really is the inability to delete customers. We have multiple customer profiles setup for the same person, so our backend is somewhat of a mess. Thankfully we are now able to change customers easily, but in the future it would be nice to delete duplicate customer names.

By using Help Scout, my team is able to effectively complete client work and keep communication in one spot. Our clients appreciate the Auto Replies and the ease of communication through Help Scout.

it was easy to use as an administrative team to mainstream the inbox processes and to delegate the workflow by assigning the email to others.

there wasn't anything i didn't like about HelpScout

it was helpful to streamline the process, instead of having the keep forwarding the email to others on the team on the team, it was great to just assign them to those responsible

The ability to add internal notes without having to send multiple emails to your co-workers

The way tickets lose all tags when a case is closed. Finding an old closed ticket is a challenge.

Customer Support / Customer Success. It's easy to tag and sort tickets, it's easy for team collaboration as well, especially thanks to the internal notes feature. It's easy to ping co-workers from outside the support area and bring them to the internal conversation

It was a simple product to use, and was a million times better than having agents manage customer requests in individual inboxes. Their tagging, contact management, and visibility into the queue are all perfectly adequate.

Help Scout does not have the depth of features that I came to depend on in other help desk softwares (like ZenDesk) so I ultimately made the decision to move away from it. But for a company with modest incoming requests I believe this would not be a problem.

Moving from individual email inboxes (or a shared gmail inbox) to Help Scout was an amazing step to improving our customer request response time and management. Help Scout makes things simple and organized immediately. Also working with their own support team was always a very nice experience.

As a sales person, I am able to access HelpScout to see how my prospects have engaged with my brand in the past. Im able to see what issues they've had, and whether or not they've been resolved.

The only downside I can see is that I am not notified directly when a target account of mine interacts with customer support through HelpScout, but I am not certain this is the fault of HelpScout, could be my own CRM

Again, I am able to better engage with my target prospects by seeing what issues they may have had in the past.

I like how simple it is to reassign tickets as needed between users and even mailboxes

I dislike how often we see issues with loading tickets and drafts being saved. Also there are some bugs when creating a new ticket that cause the program to freeze.

Helps us keep all conversations in one spot and allows for future callers to have a better experience when we have easy access to their history

Easy communication between our support team and our clients. No issues with organizing responses.

We have a consistent issue with FreshDesk where attachments do not get included from clients or from our staff, which means we have some extra back and forth.

We have used other help software in the past for our support team, and this has been a very easy transition. Everyone on our team likes it better than other support platforms we have used before.

I like that HelpScout organized and filtered messages from the variety of clients we had. It helped to keep track of who was communicating with who.

I disliked the flow of the email threads. At times it was confusing trying to tell where the conservation started.

We were communicating with clients that needed attention right away.