Help Scout Reviews: 4.4/5 — Solid Choice

I like that HelpScout organized and filtered messages from the variety of clients we had. It helped to keep track of who was communicating with who.

I disliked the flow of the email threads. At times it was confusing trying to tell where the conservation started.

We were communicating with clients that needed attention right away.

I love the saved replies as well as the workflows. These two options make responding to tickets/emails very easy and consistent. I do like the ability to assign someone else a task or ticket as well. However, these options are also include in most if not all other similar programs.

I think the design is something I had to get used to. It may have just been something I was not used to as we were testing multiple options for a help desk system. Another thing that has been a headache is using the workflows and making sure that specific tickets/emails are closed. I have noticed that without closing these, the workflow may automate a task that doesn't need to be automated. It is definitely something the user has to do, but makes it tedious to work with.

We have solved all ticketing issues. Before we were using only Outlook and chat options to take care of most tasks. We really needed a complete system. We have realized that there are far more things we can do with this type of product. It has increased our productivity in the short time we have used it.

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 like that you can have multiple people inside the same email inbox.

The reporting is not that helpful and it's a bit confusing how they force a specific workflow.

It allows you and multiple members of your team to easily access the same inbox and multiple inboxes inside 1 login.

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.

Tracks all current and historical conversations. The assignment feature maximizes workflow and you can tag emails to flow into folders

Better searching features for closed tickets/emails that don't have tags

We handle people operations, tax, accounting and finance for our clients and use helpscout for our daily flow.

It has a friendly interface and requires no inputs of crazy data to work well. The multiple boxes feature are great to keep an up-level, strategic view on your channels easily

Integration with some channels not available (like Whatsapp) as well as round robins and more complex adjustments not available on this platform. So not sufficient for larger, more complex operations

Concentrates most user channels in a very simple manner, while also keeping members data well organized and easy to find. Streamlines converstions and touchpoints with members.

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.

We primarily use the system for both an internal and external knowledge base. It is fairly easy to use and upload articles..

Finding content can be challenging. The search functionality isn't the best.

We have been able to share content both internally and externally with employees.

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

One of the best things about HelpScout is how easily it makes it to create content and manage content. It also provides users with ample integration options. We were able to use a third party to embed our HelpScout knowledge base (articles) directly within our application for ease of access.

HelpScout's formatting tools in their articles are unreliable. There are times when formatting does not save correctly and items that have been bolded or italicized do not save as such.

We use HelpScout for 2 things: Case Management and Help Articles. HelpScout is very useful on the Articles front, but we haven't utilized the Case Management tools to the best of our abilities.

I like the help center feature of HelpScout. My computer uses this for our Support Help Center, and many of our customers visit this page for assistance. I love the ability to format the support page to our liking (our branding engineer did the whole design, and we were able to apply it to HelpScout's content). We use HelpScout so much for adding new articles, having other employees edit articles by logging into the system, and receiving feedback on the articles.

One of the elements of HelpScout that I think could be improved, is when you are sending a message, the custom fields appear below the message that you are typing. We use a lot of fields to categorize our tickets, so with all of the fields below a reply, we cannot see the user's original message to us. I wish that the fields were moveable so that we could see the user's original response, and reply directly to that. Instead, we have to scroll down to read their message, scroll up to type our response, and repeat as necessary, which really interrupts the workflow of ticket response.

We use HelpScout for ticketing and for our Help Center. We have realized that HelpScout can help well with both, and for a fairly reasonable price in comparison to other systems.

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.

I love that it's easy to edit and maintain articles. I can quickly and easily make changes when necessary and creating new articles is also an easy process.

I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also don't like that when logging in it automatically drops you into the edit view as opposed to the regular view. This results in accidental changes being made to documents without users even knowing that they have done it.

We are creating and maintaining an internal and external knowledge base for our product RentLinx.

I like that I can assign incoming tickets to other folks. I also like that they've added new functionalities for helpscout docs e.g. callouts, embedding videos, and inserting an image. It feels like they've copied a lot of the same functionalities as Notion.

Making docs look really polished feels like a challenge. There are always annoying and frustrating aspects around spacing, numbering, and bulleted lists in helpscout docs. I wish it was easier to space things and still keep the numbering/bulleting system. I wish it was easier to align things right or left (especially photos).

It makes it easier to have a shared account for customer emails. We now know who is answering what. Gone are the days of duplicating work or letting a customer email fall through the cracks.

Ticket management for support Help Center

Coming from Zendesk, HelpScout seemed to be a step backwards

Client support management and help center

HelpScout has a lot of great features that I found useful. Such as, seeing whether an email or message had been read by a customer. Also, being able to work with my team and view tickets together.

I just wish the program did all the things. Our company switched to Gorgias since we have employees working from home. Now phone, chat and email is all integrated together in one place.

HelpScout worked great in the time I used it, but our company recently made a switch to a program to group all our needs together instead of having to run multiple programs to handle our customer service needs.

Design, UI, and UX are stunning, the workflow is greater and the best part is the integration you can even add your code.

I do not like that they start free for 3 mailboxes after 2 years they just stop the free you have to bay insane money of 20$ for each user, it's a bad move for me so I switch to DoneDone it has all that I need.

Support for my client on Envato

Help Scout is easy and has a very natural navigation, tagging a ticket is very easy, as well creating process flows. The best feature I've encountered so far was the integration with Slack - the ability to seamlessly monitor the activity of the various communication channels through the same collaboration tool that our company is using for daily communication is a tremendous help, although I suspect that it will overwhelmingly grow to the point, where we will need to create multiple channels in Slack to accommodate various communication channels in Help Scout.

This is not a typical customer support ticket management application and some of the functionality, when it comes to escalating a ticket is very limited. Although the number of support 3rd party application is constantly growing, I find it still very cumbersome to escalate tickets to development teams, imitating an Agile development environment. One of the major issues I find is the lack of continuity in the Slack integration for chat discussions - the lack of visibility to agent's responses, makes the integration seem almost useless.

Supporting our customers through the email and chat channels have never been easier with Help Scout, the seamless integration to our main collaboration tool, which is Slack, provided the needed automation for message forwarding. The main reason for using Help Scout with all its possible integrations is to eliminate the need of managing large number of users in multiple environments, facing the chance of loosing visibility and allowing issues and untracked tickets to fall between the cracks.

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

It's easy to manage help tickets if your main source of inflow is an email address.

There's no live chat integration to provide other avenues of contact for your clients. It didn't scale well with our business once we started to grow beyond using an email address.

We help people manage private equity via a SaaS platform, and we need more intuitive information from our help tickets like, "What screen were they on when the experienced the error?" or "What browser are they using?" We needed a tool that helped us to glean that information without having to ask every time.

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.