Help Scout Reviews & Product Details

Overall, great email system. I just this platform for work. It's an all-in-one system that allows me to perform my work tasks easily and quickly. The support team is also great and help you problem-solve issues quickly.

Honestly, there isn't anything I dislike about HelpScout. I would recommend trying to upgrade some of its features. It does all the basics I need for work but it would be great if it had more cosmetic change features.

Helpscout allows me to send emails to coworkers and clients. It's a simple system to learn that helps me solve all move problems and increase daily productivity.

The ease of use. The ability to navigate through emails with ease.

The merging of emails can be a bit confusing at times.

It helps with keeping our customer service needs organized and offers full visibility.

I like that it easily works with another app like Aircall

Sometimes it goes bananas, which is I think is normal with any technology

Ease of merging accounts from different apps.

HelpScout makes it super-easy to handle email support. It does all the basics, like assigning email threads to different people and managing those threads. You can track stats to see which members of your team have helped the most people. I especially like the "merge threads" feature-- users will often send in new emails instead of replying to the previous ones or will send in multiple emails about the same topic. Merging them into one thread helps keep things organized.

This is a minor problem, but spam to our support inbox doesn't always get sorted automatically into the spam folder. HelpScout could benefit from a more modern spam filter.

In addition to me (the company owner), we have 3 paid helpers who review the support inbox and reply to customer questions. HelpScout keeps us all organized, so we can all see who's doing what and avoid stepping on each others' toes.

Help Scout is super user friendly! I love that you can have one support email and assign emails to different members on your team. I also love that you can leave notes on an email for a colleague to review before sending off. I also appreciate the separation of inboxes so that all emails feel organized depending on the mindset I need to be in when in the help desk (i.e. sales vs support).

Sometimes there are bugs with drafts which can be frustrating because I rely heavily on my drafts being saved. I also wouldn't mind a more pretty design and customizable colors for different user accounts.

Using it as our core help desk in our business. It's helped keep my team more organized and streamlined when it comes to our client support.

I found the following features very useful and make my work efficient. Saved replies save 80% of my time. I also like how I can see what tickets my team members are working on and how we can add notes on tickets.

I would like the Forward feature to be more sophisticated as it is in Gmail (i.e. automatically includes attachments, deletes part of the thread (for confidentiality purposes, and edit the recipients.

Basic HR services and some employee email concerns. The benefit of using HelpScout as opposed to a generic email service is that other members of your team are automatically aligned - it's really good for collaboration.

The fact that I can access all the emails/communications from our clients at the same place and collaborate with my team on working on them.

There are downtimes when search is slow, this should improve

Timely working on client tickets

It is very easy to structure messages, share them inbetween colleagues and keep track of progress. Also, it always works and if there is an issue, it gets resolved very quickly.

Sometimes, mails that can be viewed within Google Mail, are not displayed in helpscout. Maybe 1 out of 1000 mails, but it happens. Also, it would be nice if spam mails would be moved into the spamfolder instantly.

Doing the entire customer support for our company in a very effective and quick manner. The benefits are easy tracking of incoming mails and moving them around colleagues to answer them in the best way possible.

Found their onboarding to be very thorough, love their thoughtful emails with tips and articles, and a great, clean software overall. Clearly designed with a good understanding of what is helpful in a real-life customer service department.

No major complaints about this software, so far it's been great.

Needing an inbox solution that allows for reporting and for several people to work in the same inbox.

Help Scout helps our small team manage a mountain of email and customer exchanges. It's highly customizable using tags, and the reporting tools are awesome.

I wish they made a Help Scout for personal emails

We can work in more efficient manner since we can always access history. It helps when someone is out of the office but an email needs an immediate answer.