Help Scout Reviews & Product Details

Having worked with Zendesk before, the difference was night and day. Our team enjoys Help Scout because of the ease of use, user-friendly platform, reporting and more!

We have no complaints! Support is always quick to respond and helpful when we need guidance. If we could somehow have an area to separate onboarding/implementation vs. support tickets, that would be helpful.

We can use reports to provide operational highlights to our board and investors. We benefit significantly from the Slack and Salesforce integrations for more visibility.

We mostly like how we can be effective handling customer queries collaboratively as a team with the shared inbox. Also like the 'tags' feature.

Actually, no downsides - Help Scout is fantastic for our CS team.

Help desk management: tracking emails & replies. Tagging system. Love the workflows to automate everything.

The Quick Replies are very useful and easy to set up. Editing them is also easy and the reports are very useful.

I have not found any features that are lacking or difficult to use.

Being able to build Help Docs and seeing reports of which work best for your customer base is one of my fave features.

Smooth UI/UX, ability to set up automatic and manual workflows

Can get buggy at times, reports may have caching issues

Helps us track emails that come to our support inbox which means that we do not have to use our default email suite and instead can track and collaborate on HS. Business has certainly been impacted positively.

Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far.

There is only one knowledgebase template/design is available, it will be great if we have different templates to choose from, also the interface of the platform, mainly the inbox UI can be improved a lot for better experience.

We use Helpscout to set up knowledge bases for our client's businesses and provide them with a live chat and self-service support widget. But it is only possible to create one knowledgebase per subscription, the Helpscout team can consider enabling multiple knowledge bases per workspace, so we don't need to have multiple subscriptions.

I love how easy it is to collaborate with different departments. We can escalate tickets from support to tech and to account managers very easily no noone loses visibility on the ticket.

I realized that the previous conversation on the right side isn't always accurate and just shows random conversations sometimes not linked to the customer. but overall, I love HS

when customers right in to me (their account manager) I am able to easily escalate to customer support, tech team or our solutions engineer to help and follow up with the ticket.

I really like how easy it is to have separate folders and inboxes for different teams, but HelpScout also makes it really easy to collaborate and leave notes for each other.

I haven't experienced many downsides at this point, but it might be nice to have a feature where it is easier to switch the email address that you're reply to, or to send the message to different people in regards to a ticket with many different people CC'd.

Help Scout is creating a way for providers and clients to have a streamlined experience when writing in, so that they don't have multiple different contacts and department email addresses to get bounced around to. I think that makes it much easier for our team to communicate and hand off tickets and issues to the proper teams.

I love using Help Scout because it makes responding to clients so easy. Being able to customize our frequently used replies with ease is fantastic. And the tags feature is a real lifesaver when it comes to keeping our tickets neatly organized.

It sometimes can get a little glitchy when adding images to replies.

The ability to handle a high volume of tickets and ensure their proper routing to the appropriate teams is a crucial aspect of using Help Scout. Managing this process efficiently guarantees that each ticket receives the attention it deserves, leading to prompt and accurate resolutions.

The affordability of helpscout when comparing to the high priced competitors. We are using help scout as our Live Chat Support channel, and for our knowledgebase. When our team is not available to provide support, there we have our Knowledgebase integrated with the Live Chat widget, which helps us to reduce the support requests.

The interface is still seems to be old to me, it can be improved with easy navigation like other tools.

We can able to chat with our users in a real time to resolve their issues, answer sales questions, and guiding users with the knowledgebase.

I feel helpscout is a best tool compared to all other competitors who are still in the learning stage of email management. The number of workspaces, modifications, feature rich tool helps in effective management of all inbound customer emails.

The thin line between switching between auto and manual workflow, which can trigger 1000's of responses to closed emails is a problem, there needs to be a dialog box warning users the result of action while setting up a workflow. Ive triggered 2000 email responses for already closed email just because of 1 toggle switch, which I did not notice until some other person reported.

Helpscout is solving all email support issues at our organization. We have 6 email workspaces on helpscout all for various entry points of email queries. HS is helping us effectively manage all the emails on our platform.