Help Scout Reviews & Product Details

Help Scout is users and customer focused, ensuring that the UI is accessible and articulate

The app has a shared inbox, that all conversations are shared by any individual in a firm

The knowledge base availability from Hep scout makes our customers find solutions alone

The tool foster live chats, a fruitful way of addressing issues that arise anywhere any time Review collected by and hosted on G2.com.

Help Scout is work in progress, where multiple services are not yet automated

The reporting capabilities from Help Scout are shallow and they need advanced support Review collected by and hosted on G2.com.

Help Scout is customer support or help desk tool which is mostly used in our oraganisation to provide customer support to our customer and resolve their quarry. We can also make record of provided support by creating ticket on help scout . Review collected by and hosted on G2.com.

Some time its advance feature require subscriptions either monthly or annually. sometime it is not secure than other helpdesk tool . Review collected by and hosted on G2.com.

I feel helpscout is a best tool compared to all other competitors who are still in the learning stage of email management. The number of workspaces, modifications, feature rich tool helps in effective management of all inbound customer emails. Review collected by and hosted on G2.com.

The thin line between switching between auto and manual workflow, which can trigger 1000's of responses to closed emails is a problem, there needs to be a dialog box warning users the result of action while setting up a workflow. Ive triggered 2000 email responses for already closed email just because of 1 toggle switch, which I did not notice until some other person reported. Review collected by and hosted on G2.com.

Technical support is #1. They're team is constantly updating features and notifying their customers with new information and products in a way that isn't salesy or pushy, but purely informative. Review collected by and hosted on G2.com.

The way emails are produced/created can be confusing with the newest update, but once you get the hang of it it's not so bad. I do prefer the original style from 2020 when we first started utilizing Help Scout Review collected by and hosted on G2.com.

The shared inbox keeps all client conversations organized in one place, and the HubSpot integration automatically adds context to every interaction. Saved replies make it easy to respond quickly and consistently, and having the Knowledge Center built into the same platform makes supporting clients even easier. Review collected by and hosted on G2.com.

Reporting can feel a bit limited at times, and more customization options for workflows would be helpful. Review collected by and hosted on G2.com.

I like how simple it is to use to create help docs Review collected by and hosted on G2.com.

Sometimes I wish it had more advanced functionality in the HelpDocs module like team collaboration in edit mode and article filtering to search and the ability to download a list of all articles for example Review collected by and hosted on G2.com.

Helpful to identify the old data quicker than my outlook. Review collected by and hosted on G2.com.

Interface need to be little softer, sometime I felt it need to improved Review collected by and hosted on G2.com.

I like that help scount is so easy to use and send emails to colleges Review collected by and hosted on G2.com.

it loses connection sometimes and i wish it didnt have connection issues Review collected by and hosted on G2.com.

Helpscout was easy to setup. And to maintain the system. And as a result my customers are helped much better.

Also, they are very clear in there communication. Once, they announced a change in the system. They helped me on every aspect to implement this change and to make sure everything was setup correctly. Awesome support. Review collected by and hosted on G2.com.

Helpscout is not the most extensive product. It feels like some reports are limited in the drilldown capacities.

Also being "online" in the chat window is necessary to allow customers to "chat". While I am always available, I do not have the site always open. So our chat is not as much offline as it was. Review collected by and hosted on G2.com.

The ability to look up past cases by keywords, reply to customers by aggregating past replies and easily track incoming issues. Review collected by and hosted on G2.com.

Nothing at this time, at least. I am sure there are shortcomings. Review collected by and hosted on G2.com.