Help Scout Reviews & Product Details

My team has been using help scout for just over 6 months. I am pleased to say we are extremely satisfied and impressed with it. As Apple technology consultants, we are somewhat picky about technology solutions (go figure!). Help Scout was easy to set up, learn and we had no gap in our productivity after the transition. It has just enough of the right features to be useful, without being bogged down in too many options. Our clients have no idea anything changed on the back-end, but we have a much easier time helping them out. The fact that they can use one email to work with everyone on our team seems like magic. Our staff unanimously love it as well, we enjoy having notes conversations about emails before someone responds to our client and I enjoy perusing closed tickets to remind me how awesome my employees are.

We have to keep a good eye on the spam filter. Once every few weeks, an inquiry may go there. We check it daily and it hasn't created any problems.

We use this to manage requests for help from Chicago businesses that use us for consulting and tech support. We have also recently started using it to host our internal knowledgebase for staff training, on boarding, and documenting processes.

The UI is done impeccably and you can tell that they really care about how the software looks and functions. It has changed the way that we do customer service here and it's help us make our customer service reps more effective, more efficient and happier. HelpScount (the company) provides fast, helpful support and they listen to our suggestions and ideas. They are one of our most trusted and favorite partners.

Nothing. We love the product and the service.

We've been using HelpScout for quite some time now. They have totally changed the way that we handle and think about customer service. The software is elegant and easy to use and new employees get up to speed in a very short amount of time. There is virtually no learning curve. We have also asked many questions and had their support team help us use the product better. Last, but not least, their Blog is full of amazing customer service ideas and lessons. We all follow their blog here internally and read and discuss their blog articles. Not only do they provide a killer product, but they also provide education for our customer service reps so we can service our customers better.

HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email Service Providers like MailChimp and Campaign Monitor, KISSmetrics, Google Apps, and more which are very easy to set up and get started. There are also reporting tools to track productivity, # of replies, and volume. In addition to the help desk/mailbox feature, HelpScout also offers a documentation tool for knowledge bases. I have been using HelpScout for 2 years at Litmus and I absolutely love it - and my team does, too!

I wish there was a bit more reporting and foreign language translation support for tickets. Small things, but would be very helpful for us!

HelpScout makes it incredibly easy to collaborate on tickets with a team, and customize workflows and saved replies. Our average handle time is around 3 minutes per ticket! It's also easy to add new mailboxes for different products or teams, and easy for one team to move a ticket to another team's inbox.

Their integrations with the other SaaS products we use, like Slack, and robust reports allow us to share our progress and needs with the rest of the company. At a glance, I can see who needs help. This allows me to quickly answer customers or assign an issue to another support team member who can take care of them better than I can.

Some things need to be done manually while the product is built-out. This is never a problem as it allows for customization and the HelpScout team is so responsive.

HelpScout is a large part of our customer success program. It helps us stay connected and "wow" our customers with exceptional service.

I love how simple and minimal the user interface is in Help Scout. There aren't loads and loads of features we don't need, which I've had to deal with in other support ticket system software, almost always. Help Scout is a simple, but powerful shared space for our team to collaborate as we take care of our customers. The best part? Our customers experience of getting help from us is a plain, personal email from us. They don't have to login and interact with a support ticket website to get help from us. So freaking cool. Also, their support is over the top awesome. They know how to treat their customers well. They're all super helpful and warm. Human to human support that feels like my friends are helping me out with issues. Perfect support. Lastly, they are content marketing pros. I watch their blog posts not just for the useful content they publish, but also to learn from how they do their content marketing. Great stuff all around.

The one downside of Help Scout currently is that we can't include multiple team members on internal notes/discussions we have about a ticket. Only one person can see an internal note on your team...the person you assign the ticket to after you leave an internal note. It would be better for us if internal notes functioned like discussion threads in Basecamp, where you can select multiple team members to be looped in on a discussion thread.

Taking care of our customers questions and issues in the fastest, simplest way possible. What's important to us is that people feel well taken care of. If that happens, they talk about our business to their friends and we get free word of mouth marketing. Help Scout makes it super easy for us to deliver great customer experiences. Simple and fast for our team and our customers. This is the way support software should be.

I love the ease of use. Many help desk solutions are clunky and difficult to use/learn, not so with Help Scout. Our team was up and running in minutes and our customers now get better service.

I would love to see a Facebook inbox integration.

Our goal of Inbox Zero is now achievable with Help Scout.

The simplicity for myself and my team, and the awesome support they've given, any time I've needed anything.

The only thing i can think of is no native mobile apps, but it works on mobile browsers, and i prefer to let my team take care of the inbox anyway, so dont really need it mobile for me... :)

Making life simple to support our clients Traceability and accountability for tasks SLA's too in the reporting so we can see that we're getting better each week and month in terms of responsiveness

Ease of use Proactive Support Great Features - especially the blocker that prevents sending the same email twice from different team members Time saving

Inability to switch boxes and assignees at the same time, but in the scheme of things, not a big deal.

It's taken the pain out of emailing our customers. Before Helpscout, we were all using a gmail inbox to handle our incoming customer enquiries. Emails got missed on a regular basis. With Helpscout, that can't happen anymore. We now have 4 user accounts and we simply couldn't live without it. Keep up the good work.

Help Scout allows me to zip through email quickly by using shortcut keys, so responding to people is easy. And when my customers get an email response, it looks good, like something they'd get from a friend. (Unlike most other help desk software that spits out email that looks like a corporation produced it.) I feel like it's so clean and simple that it's almost as if Apple created their software. After I started using it, I was so excited that I personally emailed the founder and thanked him for making it.

I was going to say that I dislike the lack of mobile app, but there's a 3rd party mobile app that does exactly what I need. It's simpler than gmail.

I want to quickly reply to customers and make the experience feel as natural as emailing my friend. Help Scout allows me to do that.

1. Non-existent to customers: No messy support ID numbers or impersonal support links. Everything looks as if it's coming directly from an email. 2. Unified Team Support and History: Design is clean and allows everyone to not only see support requests or questions coming in, but the internal design smoothly allows you to route to the right team member, while still seeing the history of the request and that customer. 3. Help Scout Docs: Add-on to Help Scout support, but interacts and connects seamlessly to help handle support requests and route individuals to learn a bit more. Found it reduces customer interactions and also makes those that do come in and chat with us that much happier.

1. Would like to export our analytics: Help Scout has an API so I could use that, but when I'm in our analytics/reports it'd be nice to export the raw data for my own purposes. I feel like this is somewhere in the product though, so I may be just not seeing it.

In terms of benefits, I'd say we're solving the problem of having the right tool to offer as world class support as possible. What I like about Help Scout is it makes your support: 1. feel personal, 2. feel super professional, and 3. remain exceptionally easy for our support team. Overall, I'm a very happy customer and don't envision us needing to move on to any other platform even as we grow.

The best feature of Helpscout is how easy the setup is. It literally takes five minutes to convert all your email requests into proper tickets with statuses so non are dropped. Other benefits include: Easy usage -> basic status for each email/request, reassign workflows, drop the ball workflows, etc Good reports -> including separate reports for separate mailboxes API -> allows customized integration chat - untested Support - excellent

wish there was a global workflow with many mailboxes it does get a bit messy

not dropping/losing track of help requests shared views of requests + reports to contrast easy/heavy clients and easy/heavy issues.

Very easy to set up and maintain a workflow. As a result, our customers are very happy with the human support and self-service received. Docs are awesome - our team can plan accordingly, write and publish the product documentation in one place.

There's not much I dislike. Even though the mobile app works fine, the UX could be improved in order to navigate easier. I frequently use the mobile app when I'm not at home, so that would be a big plus. Another thing I don't really like is that you can't style the Docs without too much custom code - would be nice to have some templates to choose from.

Being a small business, we needed a help desk solution that addresses the challenges our customers face while using our tools. HelpScout empowered our team to collaborate on conversations to make sure any issue that comes our way is fully addressed.

The Notes section and process automation helps us loop out QA and Dev team to directly look into the tickets and resolve them on the go.

When we automate ticket emails, every time an email action happens on the ticket thread, the same email is repeatedly sent to all recipients, which causes duplicacy.

Help Scout is helping our system to know about the customer tickets and helps us manage the keys and customer chats. This has improved customer satisfaction. Due to which our Business performance has increased and we are more happy to serve in large numbers

It is straightforward to get up and running. As part of a small business, we needed something that could be implemented quickly, our support team learn easily, and most of all reach our customers seamlessly. HelpScout accomplished all three.

Right now, unfortunately we can't listen to voicemails since they are in wav file. But hopefully that will be fixed soon!

Organization. Prior to Help Scout, we had multiple emails that caused confusion internally and for our customers. So, having a shared inbox and being able to assign, add notes, and tag internally has been a huge help. Now, customers can communicate with us efficiently and we can get them the right help they need internally.

search feature. i also like how i can review all the emails and follow the conversation and easily find what i'm searching for

not much, it always seems to be easy to find what I need.

i'm finding receipts and client information quicker than searching document files. benefits are the quick search feature and sort by date.

The Interface is great. Navigation is easy and clear. I like how the reports are structured. Navigating through MailBoxes is simple and easy and writing documentations using the editor is awesome.

Honestly I think there's nothing I dislike. Although I think I've had some discrepancies with my HelpScout replies. I think there was an update for this that was explained. Everything has been good so far.

We use HelpScout to provide support to our customers. Communicating with our customers has been seamless and I love the automation features that HelpScout Offers. It makes things easier for us.

Help Scout is packed with helpful features, but what makes it so good is really more than the sum of its parts. The product is clearly used by those who build it. Bugs are rare; reliability is regular. The add on features like Docs flow seamlessly together with the core experience. Docs are fantastic—I can write a support article in one place and then surface that as a pop-up message on a web page, link to it on the product page, or insert it easily into an outgoing message. Traffic Cop is one of the best quality of life features, which automatically stops an outgoing message from sending if a new message has been detected from the customer or another user.

My biggest complaint is in the Docs editor, which is outdated and lacks features like undo/redo. If you try to use the browser keyboard shortcut for undo, it can cause unforeseen issues. However, this aspect of the service is known to be due for an update, and it should be uprgaded soon. The organizational structure in Docs is also a little lacking. Also, as our company has added users to Help Scout for different departments, some users only interact with the service using the notification emails. While this is a very convenient, it makes things awkward in Help Scout because their reply is added as a note.

Help Scout has helped our team stay on the same page. We know who is responsible for each request, and we can also coordinate with each other using internal notes. The robust reporting has also been beneficial for tracking volume over time, both for the team and for individual users.

Sharing & searchable with a helps out ID

Hard to search, very specific requirements.

I love the rating options for out agents. I wish our signatures showed between helpscout accounts and also wish the notes showed up easier. I miss a lot of team notes.

I'm a manager if HR and admin teams so HS isn't a daily tool for me. It's very convenient to get notifications to my email about new tickets or notes from my team members.

I would say mobile interface and user friendliness should be improved. Every time I have to use HS on my phone I struggle a lot. Reporting (email) isn't familiar with public holidays in my country so SLA aren't accurate enough.

People and business problems. They are typical HR or Admin questions like how to get certificate, document, laptop issues. Problems are repetitive so search function is really helpful.

Gosto da interface, da separação entre ticket e chat, da fluidez que o sistema funciona, do layout, das funcionalidades, dos e-mails que recebemos com dicas de atendimento.

Eu não gostava da funcionalidade de simplesmente não ter chat quando todos os agentes estavam ocupados, isso gerada um problema com os meus clientes, porque eles não sabiam ao certo o motivo do chat não estar dis´ponível.

Caso desejar resolver um problema de grande volume de dados, o Help Scout vai ajudar a resolver, caso queira ter um atendimento fluído por chat e e-mail também é uma opção.