Help Scout Reviews & Product Details

A Very quick place to identify all campaign messages and efficiently reply.

The notification settings can be vague and it is hard to stay on top of when they are coming live.

We are able to gather actionable feedback from clients who rate our responses and product through the site.

I can assign the appropriate conversations to myself to make sure I never miss communications from clients and can answer their questions right away.

The overall organization system takes a little time to get used to. If your not entering the site via a link to a particular conversation, it can be tough to find what you need quickly.

I am communicating with clients who have questions about article they are hoping or attempting to submit for publication. Help Scout keeps each conversation organized so I can see who had previously responded and make sure we are giving clients the best possible answers across the board.

An easy and simple to navigate tool. It's not particularly robust, but for what we use it for, it is usable.

It's not very deep. The view of our inboxes is nice, but I'd like the ability to see all conversations and to see historical information about customers when looking at a conversation.

It has provided a nice email communications/ticketing system for us. We are also using it to host our knowledge base.

1. Quick and time flexible assistance. On behalf of the Yellow Card Support fraternity, we are grateful for the timely assistance provided by Sewar Nasser. We have a large client base and trying to make HelpScout work for the Team and our customers have been a little better with Sewar's help.

Helpscout seems not to be compatible with quite a several CRM tools which can be frustrating when you need to link functions. E.g.Linking Helpscout to a CRM that can send our customers a notification once their ClickUp tickets have been resolved or moved from one stage to the other

Customer complaints. HelpScout being our ticketing system assists us to offer solutions to our customers giving us a central platform to access our customer's issues. Workload Management has been easy with Helpscout since we are a remote-based company we can manage what the Team does via the platform.

HelpScout makes it easy to search for tickets and reassign to the appropriate person.

The automatic workflows don't always seem to work correctly and HelpScout can occasionally be glitchy. When you go to reassign you can only do one action at once and the ticket disappears from your view as soon as you select an option.

It helps with incoming customer requests and streamlines where they go. Searching in general is easy but HelpScout also makes it easy to bulk assign or search by assigned tickets.

Help Scout's customer service has been fantastic. They've been super responsive, and always willing to help us figure out now ways to improve our workflows.

The reporting API connection is not the most user friendly, and exporting data from Help Scout has proven to be more difficult than we'd like.

We've been able to create work flows to automate where certain contact forms go, who handles them, and ultimately create reporting based on those workflows.

Help Scout allows you to quickly answer multiple tickets at once. It is a very powerful tool that helps you keep your business in order

There was nothing to dislike. All functions were useful

Help Scout is useful in solving many issues in bulk, allowing more time to do other things

Tagging emails is great so you can see where you're going and what needs done and when. The more feature is similarly useful, especially with multiple users.

Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly

Able to check off emails once they're done.

The simplicity of HelpScout keeps the learning curve low, which means that most team members can get to work quickly after onboarding.

There's not a great range of features or integrations, so we often have to use multiples tools when it would be nicer to have a single support platform.

Great at resolving high volumes of email and chat requests. We also use their Docs tool which works as a nice, low-level knowledge base.

The main tool where you deal with queries is very solid and a big improvement over email

The iOS SDK has been turbulent and it often feels like I am the one doing the testing on it. They have also put their prices up several times in recent years. Also, there is a big push into services like chat which don't really apply to my business, but seem to be at the expense of the quality of the product as a whole. Or at least, I believe that's where some of the issues in the iOS SDK came from.

Customer support

I like that help scout makes it easy to assign people to tickets.

Help scout does not have a modern design. Also, whenever reply to an email, Help scout will duplicate that email in my inbox, instead of joining the two email together.

Our company use help scout to look at bugs. Our internal team will submit a bug ticket if they find a bug. We use help scout to look at these tickets.

I like that it orders based on when we recieved the message regardless of our response, so we can see what still is not getting resolved in a timely way

I have no qualms, I enjoy using it and think its an easy way to keep track of emails

helping customers understand our product, helping take actions on thier accounts, funding and info

We only used Helpscout for a short time and I wasn't really fond of it. It felt really difficult to use

None of my contacts came over so I spent a lot of time going back to my old email program to bring contacts over

I think this would be better for a larger team who shares inboxes. We don't do that so I'm not sure we fully utilized the capabilities

I liked being able to see when customers viewed the emails that were sent so you knew if you needed to follow up again or not and I liked that you could solve tickets quickly and assign them to the appropriate place

The reporting was not accurate at all, there were several instances when using this platform where the reports were incorrect

Help Scout was previously used to help solve customer support tickets

The simplicity of Help Scout along with it's ease is the best part. Beacon is interesting, but perhaps a bit constricting to work with.

Ironically, the simplicity of Help Scout is also the worst part. There are not many app integrations, and a lot of their functions are relatively new. They have a mobile app, but there is no chat support on the app.

Traffic cop is a great feature that Help Scout has. Help Scout is HIPAA compliant which is the number one reason we chose Help Scout over ZenDesk.

HIPAA compliance automatically included is a good thing

Integration is very minimal, especially compared to Zendesk

Ease, not much

The UI is clean and pretty straightforward.

The support staff is very disappointing. Pre-sales is non-existent. So if you have questions good luck trying to get them actually answered. I sent several inquiries about trying to speak with someone about my very specific use case. And only got generic canned responses. I attempted to sign up for their "demo." They indicated they would do a Q&A at the end. It felt like this was a pre-recorded webinar. When I attempted to ask my questions. I did get a response! That said they would email me and point me in the right direction. Again, didn't answer my questions.

We are trying to provide basic support and a knowledge base for our customers.

I am being forced to give HS a 1 for recommending or my review will not go through. It's a 0 truly. We moved from Google Mail to Help Scout, so as a result upon first using it -- it was amazing. The basic features of being able to see if someone else is on a ticket, ability to assign. It's a wonderful glorified gmail. At the end of the day, the CS team can answer emails and get the queue down to zero.

Where to begin ... The system is slow. The volume of emails we deal with (which is not great by standards of comparison to other SaaS companies) is to high for the infrastructure of HS servers. As told to us by their CS team. The workflow mechanisms do not functional accurated 25% of the time. Tags ... don't get me started. You have tags but but anyone can easily remove or create new ones. Permissions levels for team members ... yes, there are some. But why have them everyone can either do it all or do nothing. No logging either on who changes what. Oh ... and their support. Having known two of the top mgmt level people in this company for their support department, it's no wonder. The people themselves in support (on the front lines) are kind and really try. But their processes and policies ... don't expect a human answer because you are 99% of the time going to receive a can response. And if you dare to say you are frustrated, or angry, prepare for your email to go unanswered. Their reports -- 0% accuracy. Anyone that really digs into them will find a number of instances of double counting. And while we can ignore the reports (as we had to build our own reporting system) their constant promise that a Help Center Doc report is coming ... more lies. You can ask your visitors to rate your Help Center articles but you can never see a report on those ratings. They live in HS's database never to be seen but always to be promised that one day (if you are lucky) a report will come.

The reason we moved to HS was due to a hire into a senior management role. There were other help desk software's being looked at but this new hire had experience and "relationships" with HS. Never choose any software based on this.

That we can email customers back. That we can have multiple team members and out of office replies.

The UI is so miserable. It's clunky, not pretty to look at, not sleek and I really wish we could have a good gamifying experience so that it's a pleasure to respond to customers.

Responding to customers.

The way emails were stored as conversations, the searching of mails was fairly easy.

Purchased a lifeteime deal from app sumo $75 per quarter, this was changed recently to $60 per month. So price was $300 a year now is $720 a year. Do not sell that which you are not prepared to honor.

None closed down and moved to "lifetime free" account with another provider and also get more features