--- title: Help Scout Reviews meta_title: 'Help Scout Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 431 reviews by the users' company size, role or industry to find out how Help Scout works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 431 scale: '5' date_modified: '2026-08-09' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Help Scout Reviews **Vendor:** Help Scout **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 431 ## About Help Scout Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media, or self-service—in one unified platform. With advanced tools for collaboration and organization, teams using Help Scout are able to assist 52% more customers. Those who take advantage of our AI features see an additional 36% boost in productivity. Plus, you can build help centers and embed support options directly on your website or app, giving customers instant answers and reducing support volume by 30%. It's no wonder Help Scout is a favorite among support professionals and customers. You can get started in just 15 minutes and become a power user within a day. Teams using Help Scout achieve 25% higher CSAT scores than the industry average and consistently surpass their metrics, helping more customers while delivering exceptional service. ## Help Scout Pros & Cons **What users like:** - Users appreciate the **ease of use** with Help Scout, finding navigation intuitive and support integration seamless. (14 reviews) - Users value the **responsive technical support** and continual updates, enhancing their experience with helpful new features. (11 reviews) - Users value the **helpful support** from Help Scout, appreciating constant updates and responsive feature requests. (11 reviews) - Users value the **responsive customer support** from Help Scout, enhancing their overall service experience over the years. (7 reviews) - Users love the **knowledge base accessibility** of Help Scout, enabling customers to find solutions independently. (7 reviews) - Integrations (6 reviews) - Chat Features (5 reviews) - Communication (5 reviews) - Users appreciate the **easy setup** of Help Scout, enabling quick implementation and seamless customer support. (5 reviews) - Intuitive (5 reviews) **What users dislike:** - Users find Help Scout's **limited features** frustrating, especially for advanced reporting and customization needs. (8 reviews) - Users find Help Scout's **limited features** restrictive, especially regarding analytics, customization, and chat availability. (7 reviews) - Users desire **more advanced features** in Help Scout, such as enhanced collaboration and better search functionalities. (7 reviews) - Users find the **limited customization** options of Help Scout restrictive, impacting their ability to tailor the experience. (4 reviews) - Users find the **limited functionality** of Help Scout restrictive, desiring more advanced features and better content management options. (4 reviews) - Users experience **email issues** due to workflow toggling, leading to unintended email responses and report inaccuracies. (3 reviews) - Expensive (3 reviews) - Inadequate Reporting (3 reviews) - Interface Issues (3 reviews) - Limited Analytics (3 reviews) ## Help Scout Reviews ### 1. Robust Features but Requires Improved Reliability **Rating:** 4.5/5.0 stars **Reviewed by:** Magdalena O. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2026 **What do you like best about Help Scout?** I like Help Scout's wide range of features for my team's support setup. We use chat and email a lot, but it's great that there are also pre-baked automations, saved replies, and beacon messages. Recently, they've launched a bunch of AI features that we use regularly. These aspects help us stay in touch with our customers, understand their journey and experience with our product, and enable us to offer first-class customer support. **What do you dislike about Help Scout?** More customisation would be handy. We have a rather deep integration with our own product, but getting it to work even closer to our customers on a daily basis would be great. They also seem to have regular outages, which is a pain. When there's an outage, we often can't contact our users, and it's detrimental to their trust in our business. Lack of better customisation means we're missing out on business opportunities, like giving people more options to find the right resources. **What problems is Help Scout solving and how is that benefiting you?** I use Help Scout for replying to customers' questions, chatting with them, setting up automations, and providing them with the tools they need to succeed. It helps us have a good understanding of their journey and offer first-class customer support. ### 2. Clean, Easy-to-Use Interface That Keeps the Team Organized **Rating:** 5.0/5.0 stars **Reviewed by:** Eklavya Y. | Junior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2026 **What do you like best about Help Scout?** its clean and effective interface , which easy to use ,its shared inbox keeps entire team organized while all features help resolve issues faster **What do you dislike about Help Scout?** its one drawback is that some advance features is limited compared to larger henterprise help desk platform, and it become expensive as team grow **What problems is Help Scout solving and how is that benefiting you?** it helps customer support by bringing all conversations into a shared inbox , easy to communicate , it improves response times and keeps customer history in one place ### 3. Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal **Rating:** 5.0/5.0 stars **Reviewed by:** Vasim T. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 20, 2026 **What do you like best about Help Scout?** What I like best about Help Scout is its clean, intuitive interface and the way it keeps customer conversations personal and organized. It makes it easy to collaborate as a team, track conversations across channels, and respond efficiently without losing context. The shared inbox, automation features, and reporting tools help streamline support workflows while still delivering a human, email-like experience for customers. **What do you dislike about Help Scout?** What I dislike about Help Scout is that some advanced features and reporting options are limited unless you move to higher plans. Customization for complex workflows can feel restrictive, and integrations or automations may require additional tools or workarounds. For fast-growing teams, costs can also increase as you add more users. **What problems is Help Scout solving and how is that benefiting you?** Help Scout solves the problem of managing customer support conversations in a way that feels personal and organized. It brings all inquiries from email and other channels into a single shared inbox, so our team can collaborate effectively without losing context or duplicating responses. The ability to automate repetitive tasks, track performance with reporting, and create a self-service knowledge base has improved response times, reduced manual work, and increased customer satisfaction. Overall, it helps us deliver consistent, human-centered support at scale. ### 4. Easy Team Management, Instant Updates, and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Help Scout?** It is very easy to use, and managing teams is also straightforward. Whenever there is an email or chat, we are able to get instant updates, and it’s easy to assign conversations to everyone who is available. It also provides seamless tracking of our CSAT and average handling time. Saved replies are useful, the automated AI is very helpful, and the integration with Jira is seamless. As a customer success team, we can easily respond to client queries. **What do you dislike about Help Scout?** Nothing as of now. We’re pretty much enjoying it so far. **What problems is Help Scout solving and how is that benefiting you?** Whenever any client reaches out, it’s very easy to assign the conversation across the team. The snooze option also helps with following up with the client, and we can schedule messages as well. We can keep the conversation marked as active, pending, or closed to keep track of issues. ### 5. Clean, Easy-to-Use Interface for Managing Customer Conversations **Rating:** 5.0/5.0 stars **Reviewed by:** Nitin S. | Junior Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2026 **What do you like best about Help Scout?** Help Scout has clean interface that make it easy to manage customer conversations. **What do you dislike about Help Scout?** Some advanced automation features are limited. **What problems is Help Scout solving and how is that benefiting you?** It is solving customer support problem and it helps improve response time. ### 6. User-Friendly and Reliable—HelpScout Gets the Job Done **Rating:** 4.5/5.0 stars **Reviewed by:** Sabyasachi M. | Senior customer success executive, Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Help Scout?** The best thing about HelpScout is how user-friendly it is and how easy it is to navigate between different tabs. HelpScout may look a bit old-school, but it gets the job done, and the UI is quite simple. I’ve been using it for 2 years and have never been disappointed. **What do you dislike about Help Scout?** It should offer more detailed analytics and better filtering options while we review the CSAT. **What problems is Help Scout solving and how is that benefiting you?** HelpScout is our main help desk, where we connect with our clients on a daily basis through email and chat. ### 7. Help scout **Rating:** 4.5/5.0 stars **Reviewed by:** Anshu K. | Product specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2025 **What do you like best about Help Scout?** 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 . **What do you dislike about Help Scout?** Some time its advance feature require subscriptions either monthly or annually. sometime it is not secure than other helpdesk tool . **What problems is Help Scout solving and how is that benefiting you?** Help scout is used for providing customer support to our customer . we can also create ticket and maintain records or providing support which make profe of customer query.We can also choose language for proding support. ### 8. Helpscout is very CX user friendly for handling emails **Rating:** 5.0/5.0 stars **Reviewed by:** Chandu P. | Growth Support Member, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 13, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** Helpscout is solving all email support issues at our organization. We have 6 email workspaces on helpscout all for various entry points of email queries. HS is helping us effectively manage all the emails on our platform. ### 9. Utilizing Help Scout to simplify day to day customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Justin G. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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 **What problems is Help Scout solving and how is that benefiting you?** Before Help Scout we would manually login to multiple different email platforms to respond to our customers. Now all email inboxes and live chat are all in one, convenient place. ### 10. Streamlined Cross-Department Communication with Easy Email Assignment **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Help Scout?** Help Scout has streamlined the flow of communication among all facets of our organization. It allows for users to easily direct emails from one department to the other with forwarding and assigning features. **What do you dislike about Help Scout?** Seems that there are often issues generating media from messages which can make it hard to see all of the content. **What problems is Help Scout solving and how is that benefiting you?** Help Scout is making it easier for us as an organization to forward and direct mail to the correct teams in an organized manner. ### 11. Centralized Support That Connects Perfectly With HubSpot **Rating:** 4.5/5.0 stars **Reviewed by:** Marcelo H. | Customer Success Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** Reporting can feel a bit limited at times, and more customization options for workflows would be helpful. **What problems is Help Scout solving and how is that benefiting you?** Help Scout centralizes all client communications, saved replies, and our Knowledge Center in one place, making it much easier to manage support. ### 12. Easy Accessible Historical Data **Rating:** 4.5/5.0 stars **Reviewed by:** Abdul G. | Accounts Payable Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Help Scout?** Helpful to identify the old data quicker than my outlook. **What do you dislike about Help Scout?** Interface need to be little softer, sometime I felt it need to improved **What problems is Help Scout solving and how is that benefiting you?** data finding ### 13. Help scout review **Rating:** 4.5/5.0 stars **Reviewed by:** Tracey S. | Customer Service Rep, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Help Scout?** I like that help scount is so easy to use and send emails to colleges **What do you dislike about Help Scout?** it loses connection sometimes and i wish it didnt have connection issues **What problems is Help Scout solving and how is that benefiting you?** helps me with daily work issues ### 14. Down to earth product that works **Rating:** 5.0/5.0 stars **Reviewed by:** Damiaan P. | Zaakvoerder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** Helpscout is our ticketing system to provide initial communication with new customers and ongoing support with existing customers. Both via e-mail and in-app using the widgets. The biggest benefits are better customer conversations, faster answers, and an extensive help database. ### 15. Used Helpscount as Helpdesk specialist **Rating:** 5.0/5.0 stars **Reviewed by:** Steven B. | Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Help Scout?** The ability to look up past cases by keywords, reply to customers by aggregating past replies and easily track incoming issues. **What do you dislike about Help Scout?** Nothing at this time, at least. I am sure there are shortcomings. **What problems is Help Scout solving and how is that benefiting you?** Tracking customer issues, replying with the best and most current available information. ### 16. Help Scout, the Essential Customer Support Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Help Scout?** It is user-friendly, very efficient, and reliable. Allows easy integrations with other systems. Ease of interaction with customers from the support side. **What do you dislike about Help Scout?** I can't think of any at this time. I do not have any dislikes. **What problems is Help Scout solving and how is that benefiting you?** Solving problems related to customer support and communication, specifically by providing a unified platform for managing customer interactions across various channels. This platform streamlines support operations, enhances customer experience, and enables collaboration among customer-facing teams. ### 17. One of the best support portal I ever used **Rating:** 5.0/5.0 stars **Reviewed by:** Fahim M. | Support Team Lead, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2025 **What do you like best about Help Scout?** mail delivery was the faster like google mail. their documentation and blogs are super friendly. **What do you dislike about Help Scout?** not open source and can't modify features from subscribers end. can't add large size of attachment file. **What problems is Help Scout solving and how is that benefiting you?** can manage thousands customer in one dashboard. ### 18. Clear interface, multi-featured, good API, and unparalleled amazing support **Rating:** 5.0/5.0 stars **Reviewed by:** David A. | President, E-Learning, Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2024 **What do you like best about Help Scout?** The customer support is over-the-top, amazing, above-and-beyond helpful. These are not clichés, they should be taken literally. Turing's Craft has used HelpScout for years, but now we are transitioning from a for-profit company with a fee-based service to a non-profit that will be funded by grants. Until we get the grants, we had to drop the HelpScout service-- and even though we were dropping them, they gave us tremendous help in ways that they were totally not obliged to do. So that is a real measure, don't you think? Going out of your way to help a customer that is leaving. And this has been consistent with their approach through the many years we've used them. OK that's the customer support-- the rest is all good but you can see that through their demos and trials. **What do you dislike about Help Scout?** Absolutely nothing, that is there is nothing that I dislike about their service. Sorry. I should be able to think of something. But I can't. **What problems is Help Scout solving and how is that benefiting you?** Any and all support requests went through HelpScout. The API allowed logged-in customers to seek help and along with their words we would get all sorts of details their account, their usage and their situation which made resolution of problems very quick. And of course they could fill in a help-form outside our app. Everything was smooth, the interface made it easy to categorize and classify requests and manage who in the company would field them. ### 19. Very simple & user friendly communication tool **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie Amor P. | Customer Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2024 **What do you like best about Help Scout?** I like that it's very simple to use. Nothing too complicated. Like what you need is what you'll get. Some customer support communication tools/software have a lot of features that we rarely use in our day to day job. And most of them, are just all over the interface which can be too overwhelming for new users. But Help Scout is not one of these tools. It's just very easy to the eyes and not too overwhelming. You just see your inbox - and the different email categories (unassigned, mine, drafts, etc.). The design is so simple and clean. **What do you dislike about Help Scout?** Nothing. I just love how very straightforward it is and just serve its very purpose. **What problems is Help Scout solving and how is that benefiting you?** The ease of use. I believe that in my profession as a support specialist, it's a big help that the tools we use to communicate with our customers are very easy to understand and use. It shouldn't be too complicated and should be true to its purpose. Since Help Scout is very easy to use and the design is very clean, straightforward and very functional, it really helped me to do my day to day tasks with ease. ### 20. Best way to provide support **Rating:** 5.0/5.0 stars **Reviewed by:** Sharon J. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Help Scout?** Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far. **What do you dislike about Help Scout?** There is only one knowledgebase template/design is available, it will be great if we have different templates to choose from, also the interface of the platform, mainly the inbox UI can be improved a lot for better experience. **What problems is Help Scout solving and how is that benefiting you?** We use Helpscout to set up knowledge bases for our client's businesses and provide them with a live chat and self-service support widget. But it is only possible to create one knowledgebase per subscription, the Helpscout team can consider enabling multiple knowledge bases per workspace, so we don't need to have multiple subscriptions. ### 21. Easy tracking of multiple tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Uzma R. | Customer Success and Data, Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2024 **What do you like best about Help Scout?** Live chat option reduces the client query TAT **What do you dislike about Help Scout?** Cannot download CSV file after filtering the emails with tags **What problems is Help Scout solving and how is that benefiting you?** Helps in managing all tickets in a streamlined manner. Can view the analytics of monthly chats/emails/calls done. Smooth coordination between team. ### 22. Help Scout has completely changed how we handle support requests and implementations! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** Having worked with Zendesk before, the difference was night and day. Our team enjoys Help Scout because of the ease of use, user-friendly platform, reporting and more! **What do you dislike about Help Scout?** We have no complaints! Support is always quick to respond and helpful when we need guidance. If we could somehow have an area to separate onboarding/implementation vs. support tickets, that would be helpful. **Recommendations to others considering Help Scout:** I highly recommend help scout for anyone who needs a shared inbox for support tickets! Most accessible to set up and quick to go live (within minutes)! **What problems is Help Scout solving and how is that benefiting you?** We can use reports to provide operational highlights to our board and investors. We benefit significantly from the Slack and Salesforce integrations for more visibility. ### 23. So easy to use, absolutely love it **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie C. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2023 **What do you like best about Help Scout?** the team at helpscout obviously spoke to customer service agents to understand how they work and what they need to make work easier. the layout is intuitive (much better compared to traditional enterprise solutions) and allows all the most important app integrations **What do you dislike about Help Scout?** honestly nothing. i love being in the app using it. it has made tickets so much more enjoyable. plus the team at help scout are just lovely and provide such quick and great assistance with any issue i have **What problems is Help Scout solving and how is that benefiting you?** helpscout is for us a central solution for all agents, all tickets, and all knowledge. it makes it easy for me as an administrator to keep track of how my team is doing and where they are stuck. reports are very useful too and it's just wonderful that the knowledge base is there too. ### 24. My favorite inbox management system! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2023 **What do you like best about Help Scout?** I really like how easy it is to have separate folders and inboxes for different teams, but HelpScout also makes it really easy to collaborate and leave notes for each other. **What do you dislike about Help Scout?** I haven't experienced many downsides at this point, but it might be nice to have a feature where it is easier to switch the email address that you're reply to, or to send the message to different people in regards to a ticket with many different people CC'd. **What problems is Help Scout solving and how is that benefiting you?** Help Scout is creating a way for providers and clients to have a streamlined experience when writing in, so that they don't have multiple different contacts and department email addresses to get bounced around to. I think that makes it much easier for our team to communicate and hand off tickets and issues to the proper teams. ### 25. Customer support is the key **Rating:** 5.0/5.0 stars **Reviewed by:** Pradeep K. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2023 **What do you like best about Help Scout?** The affordability of helpscout when comparing to the high priced competitors. We are using help scout as our Live Chat Support channel, and for our knowledgebase. When our team is not available to provide support, there we have our Knowledgebase integrated with the Live Chat widget, which helps us to reduce the support requests. **What do you dislike about Help Scout?** The interface is still seems to be old to me, it can be improved with easy navigation like other tools. **What problems is Help Scout solving and how is that benefiting you?** We can able to chat with our users in a real time to resolve their issues, answer sales questions, and guiding users with the knowledgebase. ### 26. Great email management tool for your company **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Director - CX, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2023 **What do you like best about Help Scout?** Smooth UI/UX, ability to set up automatic and manual workflows **What do you dislike about Help Scout?** Can get buggy at times, reports may have caching issues **What problems is Help Scout solving and how is that benefiting you?** Helps us track emails that come to our support inbox which means that we do not have to use our default email suite and instead can track and collaborate on HS. Business has certainly been impacted positively. ### 27. Help scout has helped us to manage our Support Team in a proper way with multiple feature access. **Rating:** 4.5/5.0 stars **Reviewed by:** jitesh r. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** 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 ### 28. Great email management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Director of CX, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Help Scout?** Helpscout has a pleasing UI that most email management tools lack. It comes with really cool features such as setting up manual/auto workflows that can really impact your work. **What do you dislike about Help Scout?** Sometimes there are indexing issues with the emails in the list which can cause erroneous data in reports but it's rare. Some new features could also be added such as AI/AGI-aided responses. **What problems is Help Scout solving and how is that benefiting you?** Tracking emails in a single place, ability to combine threads and maintain historical records of a particular user, ability to add notes & collaborate with your team members. ### 29. Easy to to escalate and collaborate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2023 **What do you like best about Help Scout?** I love how easy it is to collaborate with different departments. We can escalate tickets from support to tech and to account managers very easily no noone loses visibility on the ticket. **What do you dislike about Help Scout?** I realized that the previous conversation on the right side isn't always accurate and just shows random conversations sometimes not linked to the customer. but overall, I love HS **What problems is Help Scout solving and how is that benefiting you?** when customers right in to me (their account manager) I am able to easily escalate to customer support, tech team or our solutions engineer to help and follow up with the ticket. ### 30. Like the "Big Name" software you already know, but more straight forward. **Rating:** 5.0/5.0 stars **Reviewed by:** Savannah N. | Solutions Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Help Scout?** Help Scout offers all the features you want, but doesn't nickle and dime you for it like the bigger names do. (Integrations, custom reporting, Help Desk/FAQ Center, CSAT, etc.) **What do you dislike about Help Scout?** Once you've been working in other software for a while, it can be slightly challenging to find where everything is. BUT I feel like their terminology is easier to jump into out-of-the-box so the learning curve is not steep. **What problems is Help Scout solving and how is that benefiting you?** Most of my clients are startups and smaller businesses, and these businesses need more features and integrations each year as they hone in on their processes and goals. The bigger-name software escalates in pricing for various features so quickly that it just doesn't make sense for a small business where every dollar really counts. Help Scout offers most of the functionality my clients need, even at the lower tiered subscription, and it doesn't feel like settling for less. Help Scout is more geared toward smaller companies with their offerings and pricing. ### 31. Great **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2023 **What do you like best about Help Scout?** I love using Help Scout because it makes responding to clients so easy. Being able to customize our frequently used replies with ease is fantastic. And the tags feature is a real lifesaver when it comes to keeping our tickets neatly organized. **What do you dislike about Help Scout?** It sometimes can get a little glitchy when adding images to replies. **What problems is Help Scout solving and how is that benefiting you?** The ability to handle a high volume of tickets and ensure their proper routing to the appropriate teams is a crucial aspect of using Help Scout. Managing this process efficiently guarantees that each ticket receives the attention it deserves, leading to prompt and accurate resolutions. ### 32. My team and I LOVE Help Scout **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Help Scout?** We mostly like how we can be effective handling customer queries collaboratively as a team with the shared inbox. Also like the 'tags' feature. **What do you dislike about Help Scout?** Actually, no downsides - Help Scout is fantastic for our CS team. **What problems is Help Scout solving and how is that benefiting you?** Help desk management: tracking emails & replies. Tagging system. Love the workflows to automate everything. ### 33. Optimization at Every Facet - More Than Just a Comms Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Katie M. | Network Partner Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2022 **What do you like best about Help Scout?** This is an incredible help desk U.I., and absolutely NO ONE beats HS's own customer care approach and attention to detail. Instead of slapping together a help desk service for the sole sake of offering a product (like some)-- HelpScout is a care desk that has been made by amazing professionals already in the customer care space-- a service BY support teams FOR support teams. This tool is developed with optimization in mind at every step. It is NOT one of the comms services that sits idle with intermittent bug fixes that are so common to find today, but rather a tool that is constantly being developed and improved with new features that serve current industry needs as they change with the world. A tool that can be brought on to any company scale and proves itself with metric improvements rapidly. Any new HelpScout end-user will notice the signs of this last point immediately: HS has gathered a team of brilliant, kind, and diverse humans for itself-- and it shows at every step. **What do you dislike about Help Scout?** Any elements that would fall here are less about big-picture team performance and more about individual customization-- basically into the developer weeds of "this would be amazing to have". (Though consistency has shown that HS constantly finds and implements improvements like that-- already 3 within the year I have used this tool.) I wish I could say there isn't an immediate and thoughtful response to any support questions. I wish I could say the tool is hard to train, or that they don't have one of Australia's best writers at the helm of their newsletters. Because then HS would be closer to most services. But I cannot. (I have never come across a system that satisfies so wholly-- except several Siemens PLM tools!) **What problems is Help Scout solving and how is that benefiting you?** 1) Ticket workflow optimization. | Cutting down on the wasted minutes (that add up quickly) that any support team has to deal with: i.e. sifting information, keeping the whole team on one page for a particular ticket, etc, which results in immediate metric improvements surrounding ticket resolution and timelines. 2) Internal support team communication. | Tagging, workflows, and notes-- all are HS features that come together to allow excellent team accessories. (EX: Person A can come back from X weeks away and within seconds will understand the current state of any ticket that Persons B, C, and D have been assisting with.) 3) Integrated data collection. | HelpScout does this in *many* ways, but two that we use constantly are the in-ticket quick reviews and metric reports. Their user-friendly data integration allows us to gain useful, simple satisfaction "ratings" from a customer the moment they are feeling it-- resulting in more accurate responses and /more/ responses in general. We also use HelpScout to handle internal tickets-- and love that the in-ticket review feature is toggle-able. 4) Getting crucial information/answers to customers in a discrete and digestible way. | HelpScout'Is "Beacon" tool is the box of chocolate turtles nestled between the incredible Harry and David pears. It can be used to serve any user-facing needs, regardless of the needs or the user. We use it to give marketing information, offer quick-reference documentation, and provide live chatting with the support team. All nestled into an appropriately-designed button added to any page you use (via API). 5) Customer care analytics and insight that can only come from a company dedicated to its craft. There are more, but those are five that come to mind immediately. ### 34. Support and Services **Rating:** 5.0/5.0 stars **Reviewed by:** Maria E. | Client Success Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Help Scout?** We can easily support our clients, provide a knowledge base article library, and manage tickets. **What do you dislike about Help Scout?** I wish there were more advanced integrations to our CRM and a way to take calls and record calls within Help Scout. **What problems is Help Scout solving and how is that benefiting you?** We're able to support end users and clients. Reporting on this activity has helped us understand how much support each product needs as well as predict high traffic seasons. ### 35. Straightforward and powerful **Rating:** 5.0/5.0 stars **Reviewed by:** Mike G. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** March 08, 2023 **What do you like best about Help Scout?** Help Scout's overall user interface and navigation is extremely straightforward — it's clear what needs to be taken care of. Compared to other products, the end-user customer experience is also pleasant. **What do you dislike about Help Scout?** No complaints — Help Scout works well for us! Would love to see some further integrations with Customer Success platforms, but the API has allowed us to build what we need. **What problems is Help Scout solving and how is that benefiting you?** I've used Help Scout for many years and at different companies and the experience has always been consistent and predictable. Help Scout allows us to quickly surface and resolves customer issues. ### 36. Kyle Long **Rating:** 5.0/5.0 stars **Reviewed by:** Slumber S. | Customer Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 25, 2023 **What do you like best about Help Scout?** At first I was lost and not used to asking for help. But after talking to kyle and realizing how helpful and knowledgeable he is, I felt much more comfy. I am a stickler for plus 1 customer service and boy did he deliver. I thought HelpScout may not be the right fit for what I need but Kyle quickly showed me how to organize my tickets, answered all my questions, and showed me some awesome features Help scout has to offer. Whatever you're paying the kid, double it because you just don't find good people like that anymore. **What do you dislike about Help Scout?** I am still learning and getting to used to everything so i do not have any critiques yet **What problems is Help Scout solving and how is that benefiting you?** When using my gmail acount i was getting email threads with dozens of people in them asking questions along with emails coming at me from several different sources, not just customers, i quickly realized more people than necessary were falling through the cracks and I do not operate that way. I asked my Chief of Staff Kristen for help and she found me the platform with you guys! Everything comes in seperately by time, ticket number, and human being, so i can focus on one person at time in order and make sure EVERYONE is taken care of. ### 37. I recommend this whenever I hear a CX team is using Gmail **Rating:** 5.0/5.0 stars **Reviewed by:** Geoff T. | Celigo Integration Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Help Scout?** When I was in a team of two CX agents trying to share one Gmail account and effectively address customer emails, adopting Help Scout was huge for us. It led to way fewer duplicated efforts and prevented us from even looking at the same email. Previously we had wasted time drafting and even sending different replies to the same email. **What do you dislike about Help Scout?** Nothing, I really didn't dislike anything because I was grateful to be using it. **What problems is Help Scout solving and how is that benefiting you?** Previously we had wasted time/productivity drafting and even sending different replies to the same email. ### 38. Product Support made easy! **Rating:** 5.0/5.0 stars **Reviewed by:** Collin K. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2023 **What do you like best about Help Scout?** Help Scout helps to keep tickets organized and front of mind when serving customers. **What do you dislike about Help Scout?** After adding a note to a ticket, HelpScout navigates you to a different page. **What problems is Help Scout solving and how is that benefiting you?** Help Scout gives us a previously non-existent organization to our support desk and has revolutionized our support to our clients. ### 39. Found the help we needed with HelpScout **Rating:** 4.5/5.0 stars **Reviewed by:** Shane S. | Marketing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** Right now, unfortunately we can't listen to voicemails since they are in wav file. But hopefully that will be fixed soon! **What problems is Help Scout solving and how is that benefiting you?** 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. ### 40. Awesome tool that takes customer service to the next level **Rating:** 5.0/5.0 stars **Reviewed by:** Arnette B. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2023 **What do you like best about Help Scout?** HelpScout is a game-changer for customer support! Their user-friendly interface and robust features make managing customer inquiries a breeze. The automation and collaboration tools streamline workflows, improving response times and customer satisfaction. With HelpScout, you'll experience top-notch support and efficient communication that takes your customer service to the next level. **What do you dislike about Help Scout?** The reporting and analytics features could be more robust, lacking advanced customization options. **What problems is Help Scout solving and how is that benefiting you?** improved response times and customer satisfaction ### 41. Helpful tool for helping others **Rating:** 5.0/5.0 stars **Reviewed by:** Luke P. | General Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 20, 2023 **What do you like best about Help Scout?** Clean interface Easy to manage tickets Great support team **What do you dislike about Help Scout?** Mobile app could be better Docs could use an overhaul Multiple people assigned to a ticket would be nice **What problems is Help Scout solving and how is that benefiting you?** Help Scout makes answering emails and helping customers incredibly easy. Easy collaboration with other team members, comprehensive notifications, and built in live chat/docs features makes a customer support agent's life much easier! ### 42. Customer-centric software for you and your customers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2022 **What do you like best about Help Scout?** I love Help Scout's product: using it on our Support Team has been an excellent experience. Moreover, their own Support Team, blog, and support content has been incredibly useful and valuable, both personally and professionally. You can tell these people care about people! **What do you dislike about Help Scout?** I can only think of one area that needs improvement. Their "Docs" option—a feature that allows you to create your own support content and nicely mesh it into your company's support experience—seems to be targeted to those who know HTML. You don't *have* to know HTML to use it, but you'll need it if you want to do things like "call-outs" in a support article. (Thankfully, they have their own support content to help you set this up as well—I just wish the process was a bit simpler.) **What problems is Help Scout solving and how is that benefiting you?** Help Scout is bringing customer-centric Support to the forefront of business. That's what it's about, you know? I mean, you have to make money as a business, but you're also there to give real people a real product to meet a real desire or need. Using Help Scout helps us keep productive and organized as we communicate with each other as a Support Team and as we communicate with other departments in our business. ### 43. HelpScout is great! **Rating:** 5.0/5.0 stars **Reviewed by:** Sergey T. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Help Scout?** HelpScout makes it super-easy to handle email support. It does all the basics, like assigning email threads to different people and managing those threads. You can track stats to see which members of your team have helped the most people. I especially like the "merge threads" feature-- users will often send in new emails instead of replying to the previous ones or will send in multiple emails about the same topic. Merging them into one thread helps keep things organized. **What do you dislike about Help Scout?** This is a minor problem, but spam to our support inbox doesn't always get sorted automatically into the spam folder. HelpScout could benefit from a more modern spam filter. **What problems is Help Scout solving and how is that benefiting you?** In addition to me (the company owner), we have 3 paid helpers who review the support inbox and reply to customer questions. HelpScout keeps us all organized, so we can all see who's doing what and avoid stepping on each others' toes. ### 44. My team loves HelpScout **Rating:** 4.5/5.0 stars **Reviewed by:** Andrei A. | Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **Recommendations to others considering Help Scout:** Everything touched by HelpScout is definitely the result of effort from people who set a high bar for customer support and experience. Give it a try, you won't regret it. **What problems is Help Scout solving and how is that benefiting you?** 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. ### 45. One of the best help center provider **Rating:** 5.0/5.0 stars **Reviewed by:** Yordan S. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **Recommendations to others considering Help Scout:** Once you know how to use it, HelpScout is a great tool, but you should invest some time in learning how to use all its features. **What problems is Help Scout solving and how is that benefiting you?** 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. ### 46. Help Scout user for 4 years **Rating:** 5.0/5.0 stars **Reviewed by:** Nica R. | Bidder Support Associate, Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **Recommendations to others considering Help Scout:** You may check reviews and demos offered. So far so good. **What problems is Help Scout solving and how is that benefiting you?** 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. ### 47. Carefully crafted, reliable team inbox **Rating:** 4.5/5.0 stars **Reviewed by:** Ben W. | Field Applications Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** 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. ### 48. Best help desk software **Rating:** 5.0/5.0 stars **Reviewed by:** Andra V. | Founder & Digital Strategist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 23, 2022 **What do you like best about Help Scout?** Help Scout is super user friendly! I love that you can have one support email and assign emails to different members on your team. I also love that you can leave notes on an email for a colleague to review before sending off. I also appreciate the separation of inboxes so that all emails feel organized depending on the mindset I need to be in when in the help desk (i.e. sales vs support). **What do you dislike about Help Scout?** Sometimes there are bugs with drafts which can be frustrating because I rely heavily on my drafts being saved. I also wouldn't mind a more pretty design and customizable colors for different user accounts. **Recommendations to others considering Help Scout:** Use it! **What problems is Help Scout solving and how is that benefiting you?** Using it as our core help desk in our business. It's helped keep my team more organized and streamlined when it comes to our client support. ### 49. Implementing HELPSCOUT in Liberty Latin America **Rating:** 5.0/5.0 stars **Reviewed by:** Jose C. | Senior AP Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2022 **What do you like best about Help Scout?** Super friendly platform they have, Im sure it was created by people with LOTs of experience in massive emails management as all the features looks like a dream coming true for us. Also the support team has is one of the best customer services I have ever seen, specially our account manager Sewar. She was fantastic at explaining, training and making this dream true for us. **What do you dislike about Help Scout?** Probably the timing it cost for my IT team and Helpscout team to connect the mailboxes, it was long and crazy but we finally did it. **Recommendations to others considering Help Scout:** We in LLA already did the job for you, we search for tons of other similar products, we review and test them and HelpScout is just the best in the market of admin shared mailboxes. Go and get it. **What problems is Help Scout solving and how is that benefiting you?** Im solving the problem of using Outlook to manage 5 mailboxes recieving hundreds of emails per day, MS Outlook is just NOT created for shared mailboxes at all the experience is frustrating for us and our customer. The big benifit of moving to helpscout is the save of timing and headcounts in handling daily emails. ### 50. Helpscout has made my team and I's day to day operations flow more efficiently. **Rating:** 5.0/5.0 stars **Reviewed by:** Justin G. | Director of Talent & Client Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **Recommendations to others considering Help Scout:** DO IT! I cannot stress enough how helpful it is. I was hesitant (Do not like change lol) but happy. **What problems is Help Scout solving and how is that benefiting you?** 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. ## Help Scout Discussions - [Could there be a voice call integration in the app in the future?](https://www.g2.com/discussions/could-there-be-a-voice-call-integration-in-the-app-in-the-future) - 1 comment, 1 upvote - [Is there](https://www.g2.com/discussions/is-there) - 1 comment, 1 upvote - [can you run a report that has all attachments shown or together, sorted by date.](https://www.g2.com/discussions/can-you-run-a-report-that-has-all-attachments-shown-or-together-sorted-by-date) - 1 comment, 1 upvote - [Why sometimes the messages are not merged by themself?](https://www.g2.com/discussions/why-sometimes-the-messages-are-not-merged-by-themself) - 2 comments, 1 upvote - [Do you have a mobile app?](https://www.g2.com/discussions/do-you-have-a-mobile-app) - 1 comment, 1 upvote - [View Help Scout pricing details and edition comparison](https://www.g2.com/products/help-scout/reviews?filters%5Bnps_score%5D%5B%5D=5§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+11%3A00%3A43+-0500&secure%5Bsession_id%5D=d91d9bb2-f846-4cd8-94ed-2ccb456fd4dc&secure%5Btoken%5D=f35a80fc62fd15b256d4ad742931893755ad66b77b26d72a4cb98660ba505a62&format=llm_user) ## Help Scout Integrations - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [Google Analytics](https://www.g2.com/products/google-analytics/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) ## Help Scout Features **Additional Functionality** - Third-Party Integrations - To-Do List - @mentions - Single Sign On - File Management - Activity Dashboard - Drag & Drop - Alerts/Notifications - Prioritization - Access Controls/Permissions - Screen Sharing - Content Management - Brainstorming - AI Copilot - File Transfer - Calendar Management - Status Tracking - Real-Time Notifications - Version Control - Task Management - Activity Tracking - Real Time Editing - Communication Management - Chat/Messaging - Tagging - Generative AI - Assignment Management - Task Scheduling - Project Management - Collaboration Tools - Workflow Management - Secure Data Storage - File Sharing - Document Storage - Task Progress Tracking - Discussions/Forums - Commenting/Notes - Reporting & Statistics - Contact Management - Video Conferencing - Progress Tracking - Mobile Access - API - Document Management - Customizable Branding **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Sorting & Filtering** - Attachment Search - Tags - AI Sorting - Predefined Rules **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - In-App Messaging - Real-Time Notifications - Real-time Consumer-facing Chat **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Analytics** - Trends - Performance Tracking **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Integrations** - Microsoft Outlook Integration - Gmail Integration - Apple Calendar Integration - Social Media Integration - Third-Party Integrations **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Self-Service Platform** - Branding - Automation - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Time Management** - Unified Inbox - Email Automation - Snooze **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Generative AI** - AI Text Generation - AI Text-to-Speech - AI Text Summarization - Generative AI **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Agentic AI - Email Management** - Autonomous Task Execution - Cross-system Integration **Additional Functionality** - Whitelisting/Blacklisting - Customizable Fields - Signature Management - Shared Inboxes - Email Distribution - Prioritization - Customizable Forms - AI Copilot - Mobile App - Routing - Activity Dashboard - Collaboration Tools - Inbox Management - Queue Management - Drag & Drop - Contact Management - Email Marketing - Data Recovery - Archiving & Retention - Real-Time Monitoring - Autoresponders - Multiple User Accounts - API - Real-Time Analytics - Customer Segmentation - Search/Filter - Support Ticket Management - Canned Responses - Workflow Management - Reporting/Analytics - Chat/Messaging - Response Management - Email Templates - Email Monitoring - Campaign Management - Email Tracking - Access Controls/Permissions - Spam Blocker - Alerts/Notifications - Customizable Templates - Real-Time Reporting - Tagging - Campaign Analytics - Workflow Automation **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Help Scout Alternatives - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,451 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,734 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,678 reviews)