Help Scout Reviews: 4.4/5 — Solid Choice

Before using Help Scout, our company utilized a shared Outlook folder to manage customer service emails. This was naturally a little unorganized and led to duplicate responses and forgotten messages. Help Scout allows our team to easily assign tasks to coworkers, track whether or not replies have been sent, and add notes. We have never been more organized with customer service!

There is not much that I dislike about Help Scout. If I had to choose something, it would be that it is possible to accidentally send a response to a customer if you reply to an email. To be fair, they do warn about this, but some coworkers who use the service less often than others have still done this accidentally in less than ideal situations. I wish there was a way to turn off this functionality altogether (unless I am unaware of how to do so)!

We are solving lost time because we can save common replies and assign tasks to the correct individual. We are making our customer service more efficient and timely because we can check tasks and close tasks in a timely and organized fashion.

It's integration with Slack. It's very easy to use, and we can separate channels by function. Also, love the canned responses and ability to provide attachments to emails.

Not much. Very good platform. Love the integrations with other APIs. I wish they had a live chat feature though.

Email Support for company. Benefits are the ease of use in managing support emails.

It's so easy to stay on top of tickets that come in. I don't worry about missing a reply or ever wonder what needs to be done.

I wish more options existed for workshops. We would like to add tags based on custom information in tickets.

The options for passing on notes directly to other users makes communication so much better in our team.

We are happy with Help Scout. Before using Help Scout, we were self-hosting our own help documentation which got tedious. Now, it is much easier for all staff members to add and edit help articles. The support ticket function is also easy to use and our users are able to easily search for topics on any device. The automatic recommendation widget is also handy and we believe it helps reduce help tickets.

It would be great if there were more themes to choose from in terms of layout and style. We customized the CSS in a way that worked for us, but it would be nice to be able to choose a layout with a different look and feel. Maybe some sort of theme directory.

We're able to receive and respond to support tickets very easily, as well as manage help documentation.

Help Scout offers really great assistance and a good product

Some bugs in the code have caused minor inefficiencies with work.

This service provides good record keeping but can be messy to read.

This was one of the nest decisions my company has ever made! We run over 13 communities with all different email addresses, HelpScout keeps all communication in one place. Easy tagging, searching, task management and more. Plus, everything gets forwarded into HS from Google Apps. What more could you ask for.

The only thing I can think of is that the phone app doesn't have all the same capabilities as the desktop app. But, that is ok, better than nothing and you can constantly see improvements coming from their development teams.

We need to make sure that communications come from the correct email aliases - this makes it so easy. Also, internal communication and "notes" feature helped us keep timely information out of Slack and in one place so we always had a reference.

I love that they are always releasing new features to help make the software better. They recently released a new feature where you click on "Edit this article" directly on a help doc instead of having to search for it in a different tab when you want to edit. I recently had to re-do all of the screenshots in our help docs, and that feature saved me some SERIOUS time! The people are always very responsive to what you have to say. I've gotten in touch a couple of times to make a suggestion and to rave about some other things, and they always seem happy to talk to me. It fits that a producer of CRM has top-notch customer service themselves. :)

Honestly, I can't think of anything. No product is perfect, and there are a couple features I'm excited for (they're on your to-do list already, so no point in hashing over them again), but I have no complaints.

We do receive a high volume of support requests each day, and we also had a need for help docs to help lessen the load of emails we were getting. HelpScout has pretty seamlessly solved both of these issues for us with an excellent product that I'm more than happy to use and recommend.

The customer service and ease of use of helpscout allows our small team to efficiently make a workstyle that fits us

The one thing we would like to see is the ability to send emails to specific cases

Help Scout allows us to track and resolve issues in our office

* WORFLOWS! By far, this is my favorite feature. * Excellent, logical ticketing system. * Generous mailbox allotment. * The ability to set up one mailbox for customers that could be managed by multiple people. * Well thought out collaborative tools for managing customer needs and expectations.

* It can get a little on the expensive side * Occasional outages during the period we've been using them

We were looking for a system for managing customer requests and needs, and being able to collaborate effectively on requests that required interactions with more than one team member. Helpscout helps us do that, and with workflows it allows us to identify ways to automate processes so that it requires less interaction from us in cases where it isn't necessary. We all love this tool and definitely feel it helps us to support our customers more effectively.

The ability to add notes for each customer, add notes, and functionality with up to date information. Also very good integration with the calendar, as well as voicemail options

there should be more bulk options, such as being able to delete more than 50 messages at a time. Auto reply also need a to be reset once a month.

We travel and talk to customers daily, but are unable to convey the information inmediately. This helps for making sure everyone is on the same page throughout an entire job.