Help Scout Reviews & Product Details

The best part of Helpscout is how easy it is to reply or proactively communicate with clients, all while doing this on multiple communications channels (Live chat and email). It's also very nice and rare to see the continual development of new features since we've been using them.

If there was a gripe, it would be nice to see more work on customization of their beacon; however, it's still a newish feature that I know they are still working on and improving.

We field a wide range of requests from our clients from technical software issues to simple software questions and Helpscout helps us manage and organize these in a way that makes it effortless to work with multiple communications over different spans of handling time.

I like the simplicity of the interface and UI.

I wish that there were more generated reports and automation, like Zen Desk has.

We've been able to track our contacts, reporting metrics, and pain points our members have. We can then communicate this to our product and marketing owners.

Ease of use. Ability to collaborate efficiently.

There is no option to snooze tickets. Please do it, guys!

Managing customer service is not possible through email which was we used to do before. Help Scout allows us to manage it perfectly and it also lets us see the performance of each individual agent as well as the whole performance.

The layout of the program, the search function and the previous conversation history on the side panel.

Can't say I disliked anything. I have been overall satisfied with Helpscout.

Collecting data from previous customers that provides a baseline for how I assist other customers to provide a consistent experience.

I love the simplicity of Help Scout and how easy it is for my Support agents to use. It's no-frills and their API integration is great.

As most similar platforms, Help Scout tends to have frequent outages. This can make it incredibly difficult for customers to email and at times, it has created a Support burden.

The main problem I'm solving with Help Scout is agent efficiency. It's clear to agents what are open tickets and ready to be taken. Their granular categorization of tickets allows for better reporting.

Ease of collaboration between users and teams. Additional products are lightweight like Beacon and Messages add value and marketing onto the email platform. Easy to use as a CRM for a smaller company.

Spam filters do not always catch repeated spammers. Filters could use improvement - it can be hard to find information if you do not know exactly who you are looking for.

We have fixed the siloing in our remote environment to include everyone on the same page. We also have our CS calls and chats managed in HelpScout so we can always have a quick pulse on our metrics and coverage needs.

I love that Help Scout integrates flawlessly with the systems we already use. This sytem is also easy to pick up and start using ASAP.

Support staff is slightly lacking for a support platform. Some questions are never answered/resolved.

We use this as an all in one social media, email, and phone logging system for retail and wholesale.

User friendly All the service calls in one place Ticketing system very easy to use, and assign it

Cost can get expensive Other than that I have no other issues with it.

To help our customers with their needs and solving in a very efficient way their issues

Easy to use and navigate. The program is great for new employees and senior employees alike and the metrics is easy to track as well.

At the moment there have been not major issues. I would prefer to set a time for nudges when a ticket has been sitting for too long.

User inquiries, support escalation and metric tracking. I'm able to help keep my team accountable and be able to set metrics and KPIs.

I like the how we can manage all the tickets, assign to a user, add internal notes, tags are easily created. Add call logs in the system. Reporting is great to measure how much tickets or issues we resolved. I like the feature of merging tickets if it is the same issue.

When a ticket is submitted multiple times separately, with the same subject, it does not show the whole message, some of the messages are lost and not found within helpscout, you would have to go to the actual email to find the whole message.

Managing support desk and issues within the company. It helps reduce and automate tickets with this software. It provide reports to paint a picture on how the company is doing in regards to help scout.

A simple platform for accessing secure emails addressed to the company. Seamless search capabilities when trying to find specific emails.

the user interface is kinda blah when it comes to colors. Would not mind an automatic assign system with roles.

Allows our business to run smoothly and keep everyone in the loop. allows for me to search and review emails designated for a transaction and use for reference to help with the combined workload of my coworkers..

Helpscout keeps everything fresh, simple and clear. Easy to use and track customer service issues.

I do not dislike anything at this time.

Customer Service issues.

They have a lot of shortcuts, and mechanisms that allow you and your team to answer emails fast and efficiently. It''s also HIPAA compliant (why we switche to HelpScout!) The super funny Easter eggs that pop-up when you clear an inbox are genius! They're very creative!

When it goes down, it really affects our day- it's gone down about 5 times now within the past year, the longest was maybe 15 minutes, but we get over 1,000 emails a day, so time is of the essence. On a random note, I made the gingerbread cookie recipe that HelpScout provided during the holiday season, and the recipe was not good at all! I'm guessing they weren't able to make the cookies themselves..random, sorry.

Helping our members and providers with general troubleshooting and billing issues. We're able to communicate easily as a team, and work effectively to answer all emails sent to us.

The thing I love most about Help Scout is the ability to keep everything organized and in one central location. It works like an email and allows me to collaborate with my team. Super simple and super effective.

Whenever you complete a task, if you didn't copy the email address down, when you hit complete it will go away. So then you will have to go to your sent folder.

Replying to emails from customers

The ability to see how many customers have been helped, and the "happiness" factor is pretty cool too.

There are some limitations to the mobile app, which restrict our ability to process certain customer service needs without being on a computer. A separate dislike is not being able to upload PDF's into our Knowledge Base; only text entered in HelpScout can be saved in the KB.

Increasing customer satisfaction due to quick turn around on emails.

Simple to set up and the design looks great out of the box

It would be nice to have more categorization capabilities

Stood up a knowledge base for our customers in just a few days - super easy!

It's easy to use, doesn't require extensive training for someone new to the team, it's a simple interface but very intuitive to use. The Happiness Scores and Workflows are some of the best features.

There is no Android App, livechat features and not many integrations.

We use it for our Helpdesk and it was great to build our FAQs and knowledge base. We have been able to automate a lot of the processes that used to be done manually, saving up al lot of much time.

We can send emails as though we are the recipient without any complication. When we need support from the company, they have been very responsive with fixing issues.

It is so simple that it is sometimes inflexible. The interface design is dated and it does not tie in to as many other apps as alternatives.

We as a team quickly respond to support requests and track how quickly we respond. It has made our organization much more responsive to customers.

The tool is simple and easy to use, but still meets our needs. The ability to create a help content library through their Docs feature was very simple. Love that you can add your own keywords and related articles.

Nothing in particular stands out to me at this time.

We needed one place to manage our customer support & help content for multiple products. There is no question who is handling what ticket, and we can see if people are searching for topics we don't have any help content on. We didn't have those capabilities before.

The fact that you ONLY NEED LIKE 5 LINES OF CODE to set it up!! Using helpscout was a breeze and I'd recommend this to everyone

Nothing. It was super easy and worked like a charm everytime!

Communicating with the customer, FAQ's and a live chat all built into this made our lives a lot easier