Help Scout Reviews & Product Details

HelpScout is user-friendly, easy to navigate, and makes taking care of our customers very simple and quick. I love that they have extra reassurance knowing that they can reach out to us through Helpscout and get their issues taken care of promptly.

I genuinely don't see any downsides or anything that I dislike about this software. It's helpful to have all around if you have an extensive customer database and a need to keep things organized.

Customers reach out with any technical issues they're having or just general questions- and Helpscout makes it easy to keep track of these tickets/conversations.

It lets me tag other people in a task to eliminate me having to send an email! Efficient and easy

Honestly, I don't think there is anything I don't like! I have not run into any problems using it or malfunctions with the software.

We use all of our incoming office calls to be filtered out through Helpscout. It saves our receptionist lots of time and cuts down on direct phone traffic

- Clean user experience and interface - Simple to use, not buggy (I encountered a huge amount of bugs with Front) - LOVE that they are a B-corp and have a "helpscout for good" program supporting non-profits

- Probably doesn't have as many advanced integrations and automations as other platforms (it's more simplified in its approach)

HelpScout powers our operations infrastructure from a shared inbox.

I like the ease of seeing the chain of correspondence with clients and various team members.

Honestly, there isn't really anything I specifically dislike about it.

Coordinating various projects with managers and team members. It helps me to keep the workflow a lot smoother.

The product is great. Very easy to use and the cost is fair compared with many other helpdesks.

It would be good if perhaps we could allow users to have 'view only' access without having to pay a license fee for them.

Help Scout ensures that we deal with every customer enquiry in an effective manner, and allows us to assign to the correct member of staff to get it dealt with.

Ticket thread management; multi-user; documentation library; beacon

notifications could be more independent from the operating system - too easy to miss.

Ability to manage support tickets better; support documentation library

the ability to integrate multiple sale channel inboxes and handle all support request in one place.

reporting could do a little better. I would love to be able to customize reports.

handle request from multiple sites into one.

I love how intuitive it is to use. I'm almost never confused about how to do something. I like that we can have multiple inboxes. The time saving features are helpful, such as setting up rules to auto-tag/auto-close conversations.

I imagine that some other email help desks have more customizations. I also don't like that you can't send out bulk saved replies. You can only email one customer at a time.

1) When to staff people 2) Where our customers are getting stuck the most 3) Expanding how we collect customer feedback It's easy to loop multiple people in on one conversation.

Helpscout is truly an all-in-one solution for email support, real-time chat, and knowledge base management, in addition to full-fledged analytics and reporting.

I wish there were better built-in tools for customizing the look and feel of Helpscout Docs, but with support for custom JS and CSS, there isn't much that can't be overridden or adjusted given time and effort.

Since moving our support inboxes and knowledge bases to Helpscout we've crushed all our KPIs leading to faster first responses, faster resolutions, and ultimately more satisfied customers.

The simplicity of the product is what makes this really appealing.

I don't have much to share on this front.

We communicate with our customers and allow them to get in touch with us.