Help Scout Reviews & Product Details

I like that the price is affordable - I really don't think you'll find a better bang for your buck. Also, the support team is very friendly and accommodating.

The live chat feature isn't live yet. The workflows/actions aren't built into the saved responses. You can't initiate a manual workflow on a new ticket (I have no idea why that's even a thing.) No way to simply bulk upload your existing client database. No triggers to pop up your chat based on your customer's onpage actions. Many features are "in the pipeline" but not necessarily road-mapped as of yet. Doesn't have the feature that Zendesk chat does where it shows you all your clients who are online, where they are from and other useful data.

Organizing all client interactions into one place.

I love that you can make internal notes on an email and make an actual ticket instead of an email. That is helpful when we work in Team boxes. Getting to communicate internally through notes and "mentions" makes it easier and more efficient to eliminate sending a separate email from another Dept. I also love their little pictures and messages of encouragement after you've "emptied" a box!

I don't like that the statuses automatically default to CLOSED. Because if you're not paying attention, you may forget to change the status. I also didn't like that you couldn't email a HelpScout box from a HelpScout box, but they have recently remedied that issue.

We use HelpScout as a ticketing system for providing customer service in many facets. It saves time when able to add notes and share things from Dept to Dept without having to create a whole new email thread/chain. Everything is all linked in one chain too. Also the ability to "merge" email threads together if they're about the same topic is very beneficial as well. Being able to change/edit "customers" is nice feature too.

the different features it offers each person to use

I don't like how you're not able to share information with others

technical problems

I think this is a great tool for support tickets.

I wish the inbox and assigning messages was a bit more seamless. It can be very hard to understand everything for new users.

allows for easy and quick support

Help Scout's user interface is super intuitive.

Lack of tagging automation & robust reporting

We use Help Scout to answer all of our client emails; its easy-to-use interface keeps our team's productivity up!

Easy to find content based on tags, and sorts results based on people or conversations. Easy to share client information between multiple agents.

Having a conversation assigned to one agent can make it difficult to find for other agents.

Clean layout for client replies. Less buggy.

Great UI, good interface and great workflow capabilities. + integration with a lot of apps

Ability to use auto distribution based on skill, reporting lacking badly, future dating & eta determination by email.

Good robust self serve / basic email management

Easy to use platform, and I could respond to tickets easily

Lack of features and not as good customer support

Easy to use platform to respond to tickets and unlimited users

I love the simplicity and look of the platform.

When new tickets come in, I rely on the integrated alerts (in Slack) as new tickets don't appear unless I refresh the inbox page.

Email based support has been great for sales inquiries and basic questions that don't require any immediate assistance.

Easily locate tagged items and assigned messages.

Difficult to search through archived messages without having specific info.

customer supports. favorite benefit is being able to see that a customer has viewed my response.

I like it's simple interface and also how it is able to pull up a customers information on the side bar, which allows a stronger context of who you are speaking to before responding.

It can get confusing if you have two people responding in the same inbox at once.

We use it as a tool for customer relationship management. It allows for a seamless integration of our NPS platform, so all inquiries can be answered in a timely manner.

Its simple. The emails look like they come from a real person, not a computer. It works much more like an inbox than some other helpdesk systems.

Its not as feature packed as the competition meaning once you've been using it for a while and want to improve your process you can't always do so because they lack the features. Reporting is also fairly basic at the moment (e.g. doesn't show difference between the tickets waiting on customers or waiting on your team so you can report on SLAs)

Support our customers, easily, as a remote team while also making it super easy for the customers. Its been great. Once the mobile app is improved a little and built for iPad it will be even easier.

It is great for content management and allows you check performance of your content with audience

It would be great if it automatically prompts customers to review the article when they are about to close it without them having to scroll to the bottom

Helpscout helps us to have a content management system for the users as well as effectively manage our customer representatives.

Help Scout is one of the best and clear looking software.

I hate that we cannot merge between two different emails IDs.

It's easy to use and has made my life easy.

Helpscout is easy to use and user friendly. As a new intake trainer, helpscout is easy to explain to new intakes. One of the great thing I like the most is that it doesn't take too much memory on my computer, so if I open some tabs, it's not going to freeze.

No inside tab so it's hard to jump from one ticket to another. Also it'd be great if we can customize our search for past tickets

I like how light helpscout on the memory. I open several helpdesk at a time and some other helpdesks can slow my computer, but not helpscout.

I like how easy it is to use I was able to learn the program with in a week.

It tends to crash every once in a while

Oh a ton.

HelpScout has a great UI. The ticket viewing and their Dashboard is self-navigating. Ticket statuses are common across different platforms but the Escalation process is very transparent in HelpScout

Reporting. I tried to generate a few reports in the past and failed utterly. Unsure if the reporting has improved now with HelpScout

HelpScout was the only Customer facing portal we had at Plivo Inc. We addressed all incoming customer queries which were a combination of Technical and Product knowledge.

and maintain all aspects of hospital operation both on-premise and remotely.

Its too expensove and roght now i think need more competition to reduce thr price

reduce the frequency of dangerous errors that are made due to miscommunication and ensure patients are on the right track

Colleagues are some of the best around, innovation level runs high and the desire to truly do right by our customers and help them do right by theirs is palpable in everything we do.

None. I can honestly say that I am unable to think of something legitimate to complain about! And that is twenty-three words.

Keep listening, keep responding. As we do continue to grow, as all companies do, hold on to this transparency, openness; the willingness to take risks, fail, learn, and never compromise this amazing culture you've built!

I love the saved replies as well as the workflows. These two options make responding to tickets/emails very easy and consistent. I do like the ability to assign someone else a task or ticket as well. However, these options are also include in most if not all other similar programs.

I think the design is something I had to get used to. It may have just been something I was not used to as we were testing multiple options for a help desk system. Another thing that has been a headache is using the workflows and making sure that specific tickets/emails are closed. I have noticed that without closing these, the workflow may automate a task that doesn't need to be automated. It is definitely something the user has to do, but makes it tedious to work with.

We have solved all ticketing issues. Before we were using only Outlook and chat options to take care of most tasks. We really needed a complete system. We have realized that there are far more things we can do with this type of product. It has increased our productivity in the short time we have used it.