--- 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 Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate the **ease of use** with Help Scout, finding navigation intuitive and support integration seamless. [(14 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886246&qs=pros-and-cons#reviews) Users value the **responsive technical support** and continual updates, enhancing their experience with helpful new features. [(11 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886108&qs=pros-and-cons#reviews) Users value the **helpful support** from Help Scout, appreciating constant updates and responsive feature requests. [(11 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888756&qs=pros-and-cons#reviews) Users value the **responsive customer support** from Help Scout, enhancing their overall service experience over the years. [(7 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886324&qs=pros-and-cons#reviews) Users love the **knowledge base accessibility** of Help Scout, enabling customers to find solutions independently. [(7 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1887261&qs=pros-and-cons#reviews) Users find Help Scout's **limited features** frustrating, especially for advanced reporting and customization needs. [(8 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888195&qs=pros-and-cons#reviews) Users find Help Scout's **limited features** restrictive, especially regarding analytics, customization, and chat availability. [(7 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888295&qs=pros-and-cons#reviews) Users desire **more advanced features** in Help Scout, such as enhanced collaboration and better search functionalities. [(7 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1885310&qs=pros-and-cons#reviews) Users find the **limited customization** options of Help Scout restrictive, impacting their ability to tailor the experience. [(4 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886203&qs=pros-and-cons#reviews) Users find the **limited functionality** of Help Scout restrictive, desiring more advanced features and better content management options. [(4 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=2214896&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Help Scout ##### 1. Ease of Use Users appreciate the **ease of use** with Help Scout, finding navigation intuitive and support integration seamless. [ See 14 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886246&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "User-Friendly Interface, but Reporting Discrepancies and Slow Support" What do you like about Help Scout? User Friendly and easy to understand interface ![Sabyasachi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabyasachi M.") SM Sabyasachi M. Mid-Market (51-1000 emp.) 4.5/5 "User-Friendly and Reliable—HelpScout Gets the Job Done" What do you like 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, ##### 2. Features Users value the **responsive technical support** and continual updates, enhancing their experience with helpful new features. [ See 11 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886108&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Easy Team Management, Instant Updates, and Seamless Integration" What do you like 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 e ![Vasim T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vasim T.") VT Vasim T. Mid-Market (51-1000 emp.) 5.0/5 "Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal" What do you like 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 ea ##### 3. Helpful Users value the **helpful support** from Help Scout, appreciating constant updates and responsive feature requests. [ See 11 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888756&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Easy Team Management, Instant Updates, and Seamless Integration" What do you like 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 e ![Vasim T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vasim T.") VT Vasim T. Mid-Market (51-1000 emp.) 5.0/5 "Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal" What do you like 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 ea ##### 4. Customer Support Users value the **responsive customer support** from Help Scout, enhancing their overall service experience over the years. [ See 7 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886324&qs=pros-and-cons#reviews) See Related User Reviews ![Anshu K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Anshu K.") AK Anshu K. Mid-Market (51-1000 emp.) 4.5/5 "Help scout" What do you like 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 the JG Justin G. Small-Business (50 or fewer emp.) 5.0/5 "Utilizing Help Scout to simplify day to day customer service" What do you like 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 is ##### 5. Knowledge Base Users love the **knowledge base accessibility** of Help Scout, enabling customers to find solutions independently. [ See 7 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1887261&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Easy Team Management, Instant Updates, and Seamless Integration" What do you like 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 e ![Sunnysher H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sunnysher H.") SH Sunnysher H. Small-Business (50 or fewer emp.) 4.0/5 "Help Scout; Scalable Help Assistance from the App, But Still, Work in Progress" What do you like about Help Scout? 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 s ### 5 Cons or Disadvantages of Help Scout ##### 1. Lack of Features Users find Help Scout's **limited features** frustrating, especially for advanced reporting and customization needs. [ See 8 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888195&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "User-Friendly Interface, but Reporting Discrepancies and Slow Support" What do you dislike about Help Scout? Its not great for reports and has a lot of discrepancies. Less Features compared to other platforms and their customer support is too slow. ![Sabyasachi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabyasachi M.") SM Sabyasachi M. Mid-Market (51-1000 emp.) 4.5/5 "User-Friendly and Reliable—HelpScout Gets the Job Done" What do you dislike about Help Scout? It should offer more detailed analytics and better filtering options while we review the CSAT. ##### 2. Limited Features Users find Help Scout's **limited features** restrictive, especially regarding analytics, customization, and chat availability. [ See 7 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888295&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "User-Friendly Interface, but Reporting Discrepancies and Slow Support" What do you dislike about Help Scout? Its not great for reports and has a lot of discrepancies. Less Features compared to other platforms and their customer support is too slow. ![Sabyasachi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabyasachi M.") SM Sabyasachi M. Mid-Market (51-1000 emp.) 4.5/5 "User-Friendly and Reliable—HelpScout Gets the Job Done" What do you dislike about Help Scout? It should offer more detailed analytics and better filtering options while we review the CSAT. ##### 3. Missing Features Users desire **more advanced features** in Help Scout, such as enhanced collaboration and better search functionalities. [ See 7 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1885310&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "User-Friendly Interface, but Reporting Discrepancies and Slow Support" What do you dislike about Help Scout? Its not great for reports and has a lot of discrepancies. Less Features compared to other platforms and their customer support is too slow. ![Sabyasachi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabyasachi M.") SM Sabyasachi M. Mid-Market (51-1000 emp.) 4.5/5 "User-Friendly and Reliable—HelpScout Gets the Job Done" What do you dislike about Help Scout? It should offer more detailed analytics and better filtering options while we review the CSAT. ##### 4. Limited Customization Users find the **limited customization** options of Help Scout restrictive, impacting their ability to tailor the experience. [ See 4 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886203&qs=pros-and-cons#reviews) See Related User Reviews ![Vasim T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vasim T.") VT Vasim T. Mid-Market (51-1000 emp.) 5.0/5 "Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal" 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 co ![Fahim M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fahim M.") FM Fahim M. Mid-Market (51-1000 emp.) 5.0/5 "One of the best support portal I ever used" 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. ##### 5. Limited Functionality Users find the **limited functionality** of Help Scout restrictive, desiring more advanced features and better content management options. [ See 4 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=2214896&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.5/5 "Streamlined Cross-Department Communication with Easy Email Assignment" 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. ![Anshu K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Anshu K.") AK Anshu K. Mid-Market (51-1000 emp.) 4.5/5 "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 . ![Yiğit T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Yiğit T.") YT Yiğit T. editor Small-Business (50 or fewer emp.) 5/20/2022 "great in everything" 5/5 What do you like best about Help Scout? very quickly and user friendly. very useful Review collected by and hosted on G2.com. What do you dislike about Help Scout? There is nothing I don't like. Recommends to everyone Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? responding to user complaints. help scout is presents quickly and conveniently Review collected by and hosted on G2.com. Show More 10/22/2022 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Clarence Rae d.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Clarence Rae d.") CD Clarence Rae d. HR Specialist & Recruiter Mid-Market (51-1000 emp.) 5/23/2022 "Help Scout for HR work" 4/5 What do you like best about Help Scout? Very quick and easy to navigate. Assignment and tagging help a lot in making sure that everything is being properly managed. The whole interface is very simple. Review collected by and hosted on G2.com. What do you dislike about Help Scout? Just the logo/icon for "reply" kind of looks like "back" but I got used to it. Everything works pretty well. Just the quick button to go back to the tab list would be good. Review collected by and hosted on G2.com. Recommendations to others considering Help Scout: Help Scout can very much ease up the burden of delegation and organization. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? I handle recruitment and endorsement for upcoming personnel. As a team, it is good to delegate and document responsibilities. The team is more productive and responsible. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Gabriel K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Gabriel K.") GK Gabriel K. Self Employed Small-Business (50 or fewer emp.) 2/4/2022 "Great & Easy to send and Receive Mail." 5/5 What do you like best about Help Scout? Help Scout has always helped me receive and send mail from and to multi-company, and always look profissional. Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly! Review collected by and hosted on G2.com. What do you dislike about Help Scout? I genuinely don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication is transparent with quick resolutions. Review collected by and hosted on G2.com. Recommendations to others considering Help Scout: Their support team is super responsive and goes above and beyond to help whenever we need anything! Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we can track all the required things on our end through the platform. Ticket numbers exist, but there's no reason a user needs to see them!.it Help me to send mail easily Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Ojoma E.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ojoma E.") OE Ojoma E. Computer Engineer Enterprise (\> 1000 emp.) 5/18/2022 "Easy to Navigate, Fun to Use." 4.5/5 What do you like best about Help Scout? The Interface is great. Navigation is easy and clear. I like how the reports are structured. Navigating through MailBoxes is simple and easy and writing documentations using the editor is awesome. Review collected by and hosted on G2.com. What do you dislike about Help Scout? Honestly I think there's nothing I dislike. Although I think I've had some discrepancies with my HelpScout replies. I think there was an update for this that was explained. Everything has been good so far. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? We use HelpScout to provide support to our customers. Communicating with our customers has been seamless and I love the automation features that HelpScout Offers. It makes things easier for us. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Wesley P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Wesley P.") WP Wesley P. Head of support Mid-Market (51-1000 emp.) 5/17/2022 "Excellent support tool" 4.5/5 What do you like best about Help Scout? I like the interface, the separation between ticket and chat, the fluidity with which the system works, the layout, the features, the emails we receive with customer service tips. Review collected by and hosted on G2.com. What do you dislike about Help Scout? I didn't like the feature of simply not having chat when all agents were busy, this created a problem with my clients because they didn't know the exact reason why the chat was unavailable. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? If you want to solve a large volume data problem, Help Scout will help solve it, if you want to have smooth service via chat and email, it is also an option. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated BR Brooke R. Lead Customer Service Representative Mid-Market (51-1000 emp.) 5/17/2022 "Wonderful Program!" 5/5 What do you like best about Help Scout? 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. Review collected by and hosted on G2.com. What do you dislike about Help Scout? 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. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? 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! Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Yaw A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Yaw A.") YA Yaw A. Founder and CEO Computer Software Small-Business (50 or fewer emp.) 10/14/2022 "Customer communication made easy" 5/5 What do you like best about Help Scout? Saved replies (with variables), so it's only one click to send a personalized response to common questions. Review collected by and hosted on G2.com. What do you dislike about Help Scout? This is not a dislike, but I'd love to have Gmail-style snoozing where I can bring a message back into my inbox on a specific date. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? HelpScout helps our sales and support teams provide high-quality and consistent communication to our customers. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Nicholas V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Nicholas V.") NV Nicholas V. C Mid-Market (51-1000 emp.) 5/17/2022 "Great Product" 4/5 What do you like best about Help Scout? I like how things can be organized this and how easy to use some of the features are. The UX is also something very easy to use. Review collected by and hosted on G2.com. What do you dislike about Help Scout? I dislike how there are a few things that aren't present such as having a parent-child function or more options to customize ticket filtering. Review collected by and hosted on G2.com. Recommendations to others considering Help Scout: Make customization with more features and perhaps more article on how to use it to it's fullest. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? I problem is see that we've been solving is in regards to statistics. The benefits I've seen was keeping an organized workflow. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in E-Learning](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in E-Learning") UE Verified User in E-Learning Small-Business (50 or fewer emp.) 5/17/2022 "I LOVE HelpScout!" 5/5 What do you like best about Help Scout? 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! Review collected by and hosted on G2.com. What do you dislike about Help Scout? I have yet to discover what I don't like. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User in Hospital & Health Care](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospital & Health Care") UH Verified User in Hospital & Health Care Mid-Market (51-1000 emp.) 12/13/2022 "Navigation is easy" 5/5 What do you like best about Help Scout? Email notifications are instant and well timed Review collected by and hosted on G2.com. What do you dislike about Help Scout? Sometimes the website is down without warning Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? Helping meet client needs Review collected by and hosted on G2.com. 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