Help Scout Reviews & Product Details

simple, easy to use. we've been running it for a years and I prefer the interface to zendesk and freshdesk.

slow to implement chatgbt. should be a slam dunk, hope they ship soon.

handling all incoming emails

Being able to have a view across the team

I do not like the subject line merging and removing any added text I also do not like that threads break

Better collaboration across teams. Searchable history

There are a few things that I really like about Help Scout. - Tag system This is great for organizing customer tickets into quickly searchable categories. - Workflows Allows the team to quickly put a few steps into practice with one click.

There isn't too much I dislike about Help Scout. The only thing that comes to mind is the formatting issues we've run into. Using bullet points can sometimes be a mess, so I've actually adopted using (-) hyphens instead.

Help Scout solves the problem of a disorganized incoming ticket structure. With the ability to set up different mailboxes and have tickets filter between them with keywords/tags, things are quickly cleaned up.

The UX is by far better than competitors

Isn't really built for the voice of customer.

Handling customer support via email-only channel. The benefits are a simple tool to use and admin which can't be said about others.

I like the ability to assign task to team members and the tracking feature.

It doesn't "mesh" with the other system , Zywave, that I use for client tasks and sometimes I have to double up on activities.

Answering questions on benefits and assisting with claims.

Amazing for collating internally produced guidance for the team and for directing clients to recent advice or details of tax schemes

Cannot upload pdfs to the site which is annoying

Easy way to have a shared inbox and an easy way to show and publish guidance for internal teams and clients

Help Scout has useful features like assigning tickets to specific team members, creating tags to track conversational trends, and an easy rating system to get feedback from our customers. It's been affordable for our small startup, as well!

There are a few features we wish were included, like better management of spam emails (there is a way to blacklist emails, but it's both buried and tedious to use) and notifications when a rating is left (some customers try to continue the conversation in the rating comment instead of replying to the email).

We are able to manage our customer service tickets through Help Scout, and we can also try to solve our customers' problems before they contact us by using Help Scout's comprehensive support document features.

The reporting on customers/users is very helpful in determining how to best service our customers and users.

I would like easier options to un-assign tickets when moving emails to a different box.

Our email management has much improved. The shared platform allows our company to handle emails in a much more organized fashion.

I have a more organized email system now with my team and feel like that have helped productivity. Better customer service for our clients and communication in our teams day to day status reports.

Me and my team have not been able to send multiple contacts in the emails we have to CC each one which is time consuming and delays us with some tasks Also support tickets issue and help beacon problems and no workflow able to be used thru that protocol.

Customer feedback ,able to track our team and employee customer support workloads We just started using Help Scout for ticket tracking and customer feedback.

Very easy to use and user friendly platform. You can send emails and create conversations through the system easily from an intuitive interface.

Not suitable for large support organizations with complex rule requirements.

We are using Help Scout for our technical help desk for partners. Managing support tickets and conversations as a team saved us from a tremendous work.

I like the simplicity of HelpScout - not too many bells & whistles, but they do keep improving their features. Great way for my Team to collaborate and ensure that communications are assigned to the appropriate Team member. It's also Zapier friendly which allows us to connect it with other tools to enable automation.

I think the workflow options could use a few more choices & perhaps the filters are a bit wonky, but that may also be user errors on our end.

It's a great ticketing system for our remote teams as well as our main email system for our clients.

It makes it easy to responds to emails, customize saved replies, and transfer emails to other inboxes.

It's glitchy sometimes but it ultimately meets our email inbox needs.

We've been able to have multiple inboxes that serve different teams, which makes email org. much easier than it has been in the past.

Help scout is very simple to use.we do not need to train newbies more than 30 minutes. It has super easy and simple UI Product is very customer focused No overloaded unnecessary features, only those feature that we need

No way to merge several tickets at once You cannot make a note and keep the tickets open you have to re-open it Lack of integrations

It help us to manage everything with single product using less time.

Very easy to use and is a great way to manage customer support tickets for support teams.

Chat functionality is alright, could be better and be more customizable. We aren't able to change people from having to put in an email address before they start a chat.

Managing customer support tickets and allowing users to chat with our team on our website and software.

The video tutorials and overall support, easy to pull metrics

it's hard to get organized after utilizing the program for a while, I imagine it's a lot easier up front and intially

communication organization for support team

Ease of use and intuitive UI with room to add more complexity if that is what you want or need. The

I don't have very much I dislike about helpscout other than I wish it would intergrate with some of our other systems more.

IT support and customer service. It is great at tracking tickets and logging notes for teams.

There are many features I like but I think being able to see when someone is already reading an email or replying to an email helps us from doubling efforts.

Our company works out of several Help Scout boxes, for a very long time we were unable to CC multiple Helpscout boxes you could only send an email to one box at time. This was recently fixed, which was awesome!

We handle all of our communication through Help Scout. It's an excellent collaborative tool. We have up to 10+ working out of a box at a time. We can jump in and out of various email boxes in order to assist other departments when the workload becomes lopsided.

I've used help scout to completely overhaul a customer support traffic. It increased our educational video usage and decreased support tickets. The interface is easy to navigate and is intuitive. As someone customer-facing, having all of my customer details in front of me is very important, and I value how well Help Scout does with pulling in contact info, pictures, and info about the person I'm helping.

We were not utilizing everything Help Scout has to offer, so I'm sure my qualms are addressed, but I wish there were more flexibility with dashboard configurability. I like the reports, but I'd like more dashboard to easily glance at. One thing that is a bit frustrating sometimes is when you're writing a reply to someone and they send you another email, it isn't clear. It would be helpful to get a notification that says a customer responded in again.

As stated above, Help Scout was incredibly helpful to a growing support team. Training new employees on Help Scout took less than a couple hours and we continued to decrease our customer support ticker volume.

Ability to divide my department up by duty, and have tasks automatically assigned based on the inbox they come into while giving all employees access to multiple inboxes.

I wish you could change the recipient of a conversation response, such as when another department has forwarded an email that was sent to the wrong inbox.

We don't lose track of customer/partner issues anymore. Easier reporting of ticket resolutions.

Help Scout is a very user friendly and organized tool.

Not the most efficient for tracking metrics

We have stopped using but we're previously using for internal task and customer communication through email