Help Scout Reviews & Product Details

HelpScout is much more than a shared inbox. Yes, we went from having 6 Outlook shared inboxes to one centralized place for all customer, vendor, and team communications. What I like the most: Collaboration. If there's one thing that HS does best is taking team collaboration to the next level: - Notes with @mentions - Automatic workflows - Shared folders - Email notifications - Hubspot integration Search. Visibility across the entire organization and the ability to search. For us, the ability to search for tickets across all company inboxes is very powerful. Custom fields. We leverage custom fields for critical info about the ticket in question. Maybe it's a link to a Salesforce record or the customer's work order. Easy & Fast Setup. Need website live chat? Need docs? If you've got 10minutes you could set up both in less than that. UI. The user interface is stellar. I spend hours working in Helpscout every day and don't go home with a headache.

Not able to link tickets to each other. You can merge tickets easily but for that, you need the main contact email to be the same on the two emails you're merging. Also would love to see a native integration with Asana.

Collaboration across all teams with notes and @mentions Visibility across all customer communications with powerful search features Helping customers in real-time via Live Chat

The complete set of tools that HelpScout offers allows you to organize your customer's emails easily. One of my favorite features is the "Saved Reply" which allows me to write a faster reply with a starter template for common questions.

You need to get used to the editor, and some strange behaviors it has, especially handling the output of lists or formatted code: it adds o removes lines before/after, so you need to save the reply to see how your customer will see the message because your current draft could not be the actual output. Another scenario with the editor is that it has different tools based on the contexts. E.g. in the saved replies screen, it doesn't include the "Add image" tool, other example: when you add a note, you can include code snippets, using the "Insert HTML" tool, but if you need to edit it then, this tool will not be available.

We answer questions about our products and send fixes and code snippets to solve their needs. The biggest benefit is to have all the team involves in a single place and work synced together.

The simplicity is what I love about Help Scout. I've tried other platforms, but for me, this is more comfortable for my eyes and user-friendly. I also like that the folders for my specific job responsibilities are clearly visible. I've been using this for a long time now and I can say I never had a hiccup. The first platform we tried using, desk.com, was also simple but a bit confusing in the way that sections are placed. It wasn't strategical unlike what is with HelpScout, everything looks neat and organized so that even beginners will not be confused. I also love the blue color, it was pleasing to the eyes and I get to put my best profile photo so that my clients get to see my face and they know that I am a live person helping them out. I love the ability to filter the conversations based on the time you received them so that I can prioritize well.

None at the moment. I like the current design of the platform, the color, the default font style, the simplicity, and access to basic information are very easy to locate. I don't really have any complaints but all positive thoughts about this platform since I've used it for more than four years now. As a freelancer, it gets our job done effectively and efficiently with the help of HelpScout. My manager is really proud of our attaining our goals as an individual and as a team since we used HelpScout. I hope to be able to share this great experience with new users and existing users out there looking for a good platform to use.

I am mainly handling customer support for an international auction group, our role is the front liners of the business, making sure that the customers' issues and inquiries are addressed in a timely manner and I believe HelpScout is helping me a lot in terms of how I can use the platform efficiently. Another benefit of being able to use HelpScout is its reliability. As I've mentioned, I've used this platform for more than four years now and since then, I rarely experience having technical issues or any of that sort. I also realized that because I can access the app on my phone, it's giving me the ease to use it especially when I'm out and about.

I like having the opportunity to assign conversations to individuals. It creates a more personable customer service experience for the client and allows increased organization internally.

One thing I do dislike is the "Traffic Cop" aspect of Helpscout. There are times when it doesn't work as intended if you are responding from your personal email that is linked to helpscout vs in the helpscout dashboard.

My specific company worked out of a general "Inbox" that had emails from all areas of our services. Helpscout allowed us to respond individually without having to login to multiple inboxes in one day. The benefit has been extremely time saving.

I really like the options to alter inboxes. This is very helpful and is great for organization skills! Read receipts are extremely helpful by ensuring that the correct person is receiving the email.

Not being able to merge emails from different email addresses that even have the same domain. Although I dislike this function I understand the limitation because once something is merged it cannot be undone.

All customer service-related issues are very easy to access and assign to the correct person. The option to review previous email threads and the search functions are amazing!

There is no one thing that I like best. HelpScout performs so many tasks seamlessly that I'm periodically surprised at a function or feature that has been making my life easier without me realizing it. Whenever I'm frustrated with some of the other platforms we have to work with, taking time to be grateful for HelpScout's reliability helps calm me down. Customer Support is prompt, friendly, honest - and very rarely needed!

I have yet to discover what I don't like.

We're able to easily track our metrics, view our customer history, and keep a close eye on customer satisfaction. HelpScout has helped us determine areas we can improve in, and helps us manage our workflow. It has also helped us organize company documents.

HelpScout provides our company with a secure email system to direct all inquiries for the entire team to have access to. Customer issues are addressed in a timely manner as emails are open for everyone not stuck in one person's inbox. Would recommend this software to any company with more than one employee working on the same or similar tasks.

So far not really anything to dislike. If I had to choose, I would say searching is not my forte.

We are able to have better communication with our customers. It is in written form so there is little or no misunderstanding of messages. Having communication in writing enables traceability to be able to connect messages from same customer.

Help Scout is great because it does the basics so well and so intuitively. We've tried other solutions in the past and Help Scout seems to get the balance just right. There are more advanced features but it's not blaoted with too many options that you'll never use. Its integration with Slack has also worked incredibly well for us as we've established a flow.

There's not much I dislike. Sometimes when I'm working on mobile it could be a bit easier to navigate, but honestly, it works just fine. I frequently use it on mobile when traveling and haven't run into any issues.

For us, we needed a clean, easy solution to keep track of client emails and make sure we follow through in a timely manner. This, at its core, is the basic solution it solved while allowing us to work collaboratively and asynchronously. The data reporting and statistics are also a bonus that works well for what we need.

Ease of use and reporting as well as options for customer self service

There is nothing about Help Scout that I dislike

Customers are being helped in a timely manner due to the ease of use and reporting available. HS is great from a workforce management perspective.

Help Scout has allowed us to scale nearly 30+ saas businesses within one master account and allows user scalability with ease. Also, our Account Manager, Sewar, is super hands-on and is a valuable outside contributor to our company. We're in constant communication and always providing ideas for better workflows.

There are a few features that the team is currently getting in front which will enhance our usage. Other than that nothing to dislike.

Scalability and foundational consistency across all our products. It's allowed us to have consistent measuring of desk health and agent performance.