--- title: Help Scout Reviews meta_title: 'Help Scout Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 428 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: 428 scale: '5' date_modified: '2026-07-17' 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:** 428 ## 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. 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. ### 2. 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. ### 3. 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. ### 4. 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. ### 5. A great way to manage customer support email inboxes **Rating:** 4.0/5.0 stars **Reviewed by:** Harry R. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Help Scout?** When I first started as a support engineer, we used Help Scout for all our email support and Intercom for all our chat support. I found Help Scout to be a great environment to manage emails from, with great macro templates, tagging, and lots of other handy automation. **What do you dislike about Help Scout?** While I enjoyed Help Scout, it became cumbersome to use both Help Scout and Intercom and most of our support came through via chat, so it made sense to entirely switch. **What problems is Help Scout solving and how is that benefiting you?** It resolved the issue of trying to manage multiple support threads from a poorly formatted inbox. ### 6. Simplicity and function **Rating:** 4.0/5.0 stars **Reviewed by:** Emily D. | Director, Support and Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** October 27, 2022 **What do you like best about Help Scout?** I love that Help Scout makes it easy for our team to organize, categorize, and track issues. We use Help Scout for both internal and external support and all of our team members find it easy to use. I also like how integrated the Docs sites are - it makes it easy to quickly link articles and see how many people are viewing different topics in our help libraries. **What do you dislike about Help Scout?** I don't find that there are any major downsides of Help Scout - especially for a smaller support team like ours. There are a few minor capabilites I wish that Help Scout had but overall, it works really well for the level at which our support team is at. **What problems is Help Scout solving and how is that benefiting you?** Help Scout makes it easy to organize different types of support and report on those various mailboxes separately. The reporting features help us see how our user base is growing, what issues our customers are facing, and trends and changes in support over time. It also makes it easy to report on our company metrics such as average time to first response and average time to resolution. ### 7. Entry-level customer care platform **Rating:** 3.0/5.0 stars **Reviewed by:** Vanessa R. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Help Scout?** It has a friendly interface and requires no inputs of crazy data to work well. The multiple boxes feature are great to keep an up-level, strategic view on your channels easily **What do you dislike about Help Scout?** Integration with some channels not available (like Whatsapp) as well as round robins and more complex adjustments not available on this platform. So not sufficient for larger, more complex operations **What problems is Help Scout solving and how is that benefiting you?** Concentrates most user channels in a very simple manner, while also keeping members data well organized and easy to find. Streamlines converstions and touchpoints with members. ### 8. 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. ### 9. 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. ### 10. 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. ### 11. 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 ### 12. 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! ### 13. Help Scout Gets It Done **Rating:** 4.0/5.0 stars **Reviewed by:** Tyler N. | Customer Care Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2022 **What do you like best about Help Scout?** The earning curve was nice and low for a CRM.. My agents could pick it up in a matter of days compared to months with others such as Salesforce / Hubspot. The admin ease is also a big plus. **What do you dislike about Help Scout?** The integrations are okay. Help Scout will try and create various profiles for the same person if they called or email. Then we have to go through and merge them afterward. Merging tickets can also be a bit confusing as it will sometimes change the profile name but the previous email addresses will remain so when you send, things can go to the wrong party. **What problems is Help Scout solving and how is that benefiting you?** Routing, tagging, and mailbox transfer of interactions was always a pain and Help Scout makes that quite easy to complete. Our agents are able to easily see new interactions come through to allow for fast SLA response times so nothing gets forgotten about. ### 14. 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. ### 15. Made my life easier! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Help Scout?** The fact that you ONLY NEED LIKE 5 LINES OF CODE to set it up!! Using helpscout was a breeze and I'd recommend this to everyone **What do you dislike about Help Scout?** Nothing. It was super easy and worked like a charm everytime! **What problems is Help Scout solving and how is that benefiting you?** Communicating with the customer, FAQ's and a live chat all built into this made our lives a lot easier ### 16. helpful tool for an administrative team **Rating:** 3.5/5.0 stars **Reviewed by:** Cymone L. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 26, 2023 **What do you like best about Help Scout?** it was easy to use as an administrative team to mainstream the inbox processes and to delegate the workflow by assigning the email to others. **What do you dislike about Help Scout?** there wasn't anything i didn't like about HelpScout **What problems is Help Scout solving and how is that benefiting you?** it was helpful to streamline the process, instead of having the keep forwarding the email to others on the team on the team, it was great to just assign them to those responsible ### 17. solid tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 09, 2023 **What do you like best about Help Scout?** simple, easy to use. we've been running it for a years and I prefer the interface to zendesk and freshdesk. **What do you dislike about Help Scout?** slow to implement chatgbt. should be a slam dunk, hope they ship soon. **What problems is Help Scout solving and how is that benefiting you?** handling all incoming emails ### 18. 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. ### 19. HelpScout **Rating:** 2.5/5.0 stars **Reviewed by:** Jen B. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about Help Scout?** Ticket management for support Help Center **What do you dislike about Help Scout?** Coming from Zendesk, HelpScout seemed to be a step backwards **What problems is Help Scout solving and how is that benefiting you?** Client support management and help center ### 20. 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. ### 21. 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. ### 22. 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. ### 23. 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. ### 24. 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. ### 25. 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. ### 26. I have used HS for Outside and inside comm. as well as doc posting and Data tracking **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** April 27, 2023 **What do you like best about Help Scout?** Being able to have a view across the team **What do you dislike about Help Scout?** I do not like the subject line merging and removing any added text I also do not like that threads break **What problems is Help Scout solving and how is that benefiting you?** Better collaboration across teams. Searchable history ### 27. 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. ### 28. Good tool for internal customer care **Rating:** 4.5/5.0 stars **Reviewed by:** Tomas S. | HR Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** I'm a manager if HR and admin teams so HS isn't a daily tool for me. It's very convenient to get notifications to my email about new tickets or notes from my team members. **What do you dislike about Help Scout?** I would say mobile interface and user friendliness should be improved. Every time I have to use HS on my phone I struggle a lot. Reporting (email) isn't familiar with public holidays in my country so SLA aren't accurate enough. **Recommendations to others considering Help Scout:** If you're looking for internal customer support tool - help scout is a good option. **What problems is Help Scout solving and how is that benefiting you?** People and business problems. They are typical HR or Admin questions like how to get certificate, document, laptop issues. Problems are repetitive so search function is really helpful. ### 29. HS is good stuff **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2022 **What do you like best about Help Scout?** There are a few things that I really like about Help Scout. - Tag system This is great for organizing customer tickets into quickly searchable categories. - Workflows Allows the team to quickly put a few steps into practice with one click. **What do you dislike about Help Scout?** There isn't too much I dislike about Help Scout. The only thing that comes to mind is the formatting issues we've run into. Using bullet points can sometimes be a mess, so I've actually adopted using (-) hyphens instead. **What problems is Help Scout solving and how is that benefiting you?** Help Scout solves the problem of a disorganized incoming ticket structure. With the ability to set up different mailboxes and have tickets filter between them with keywords/tags, things are quickly cleaned up. ### 30. All-in-one tool for CS and Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2022 **What do you like best about Help Scout?** The best about HelpScout is our Account Manager - Sewar Nasser. She is the best Account manager ever, very responsible, responsive, patient, she is always ready to help and navigate us through the features and provide the worrkarounds. About HelpScout: All in one tool for our Support. We host docs and emails there. Currently we are switching to HelpScout chat. We were using other tool before since HelpScout doesn't have the chat bot. HelpScout have many additional features that can be used as the constructor to build your own. We use some of them for the client's navigation through the platform connected to the docs: beacons and In-Apps messages. **What do you dislike about Help Scout?** They are not very flexible for the product updates and many additional features are not very adjustable without development involvement. Some custom settings either are not possible or possible with the development from our side. But the good thing, that they have these additional features. **What problems is Help Scout solving and how is that benefiting you?** Support e-mails, Docs (Help documents) ### 31. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Courtney G. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** I like the UI, it's simple and easy to use. The knowledge base is also pretty simple. The ability to create and send pre-defined saved responses is great! I also love that I can see my results compared with my teammates (response times, ratings, # of emails answered, etc). **What do you dislike about Help Scout?** Needs more productivity tools. Sometimes we have issues that take months to get resolved. So when a user reaches out to follow up with a previous issue, I'd like to be able to merge the tickets so it's all in one thread- but when you merge them, it makes the reply back time months old. It'd also be nice to preview/hide an email in a thread since some of ours are really lengthy and make reviewing tickets (to the beginning ) hard. **Recommendations to others considering Help Scout:** This is a great tool for those looking for easy support for their customers. **What problems is Help Scout solving and how is that benefiting you?** We are a SaaS company so we do a lot of troubleshooting. I like being able to assign tickets to different support members. The integrations with salesforce and jira are great! ### 32. Saves our teams about 50hrs a week **Rating:** 5.0/5.0 stars **Reviewed by:** Delano B. | Sales and Marketing Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** HelpScout is much more than a shared inbox. Yes, we went from having 6 Outlook shared inboxes to one centralized place for all customer, vendor, and team communications. What I like the most: Collaboration. If there's one thing that HS does best is taking team collaboration to the next level: - Notes with @mentions - Automatic workflows - Shared folders - Email notifications - Hubspot integration Search. Visibility across the entire organization and the ability to search. For us, the ability to search for tickets across all company inboxes is very powerful. Custom fields. We leverage custom fields for critical info about the ticket in question. Maybe it's a link to a Salesforce record or the customer's work order. Easy & Fast Setup. Need website live chat? Need docs? If you've got 10minutes you could set up both in less than that. UI. The user interface is stellar. I spend hours working in Helpscout every day and don't go home with a headache. **What do you dislike about Help Scout?** Not able to link tickets to each other. You can merge tickets easily but for that, you need the main contact email to be the same on the two emails you're merging. Also would love to see a native integration with Asana. **What problems is Help Scout solving and how is that benefiting you?** Collaboration across all teams with notes and @mentions Visibility across all customer communications with powerful search features Helping customers in real-time via Live Chat ### 33. This solution is easy to use and allows us to improve our productivity. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** January 18, 2023 **What do you like best about Help Scout?** We really like the statistics on the keywords searched in our online documentation. This allows us to improve our articles and better answer our customers' questions. **What do you dislike about Help Scout?** The integration with salesforce could be improved. **What problems is Help Scout solving and how is that benefiting you?** Help scout allows us to respond quickly and efficiently to our customers and improve the user experience. ### 34. HS Great Features **Rating:** 2.5/5.0 stars **Reviewed by:** Angie B. | Customer Service Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** August 02, 2022 **What do you like best about Help Scout?** HelpScout has a lot of great features that I found useful. Such as, seeing whether an email or message had been read by a customer. Also, being able to work with my team and view tickets together. **What do you dislike about Help Scout?** I just wish the program did all the things. Our company switched to Gorgias since we have employees working from home. Now phone, chat and email is all integrated together in one place. **What problems is Help Scout solving and how is that benefiting you?** HelpScout worked great in the time I used it, but our company recently made a switch to a program to group all our needs together instead of having to run multiple programs to handle our customer service needs. ### 35. It's good for starters **Rating:** 3.5/5.0 stars **Reviewed by:** Ariel C. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** The ability to add internal notes without having to send multiple emails to your co-workers **What do you dislike about Help Scout?** The way tickets lose all tags when a case is closed. Finding an old closed ticket is a challenge. **Recommendations to others considering Help Scout:** All in all, is a good tool for support. I would only recommend an improvement in the search for closed tickets, that's something I use frequently in my role. **What problems is Help Scout solving and how is that benefiting you?** Customer Support / Customer Success. It's easy to tag and sort tickets, it's easy for team collaboration as well, especially thanks to the internal notes feature. It's easy to ping co-workers from outside the support area and bring them to the internal conversation ### 36. Good software for customer success and onboarding **Rating:** 5.0/5.0 stars **Reviewed by:** Marcelo R. | Shareholder & Investor, Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Help Scout?** it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD. **What do you dislike about Help Scout?** Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team. **What problems is Help Scout solving and how is that benefiting you?** We're addressing the need of live chatting with our customers and stopping to use Whatsapp or other messaging tools where we didn't have access to the full customer history of chatlogs. Also, the knowledge database has been very useful to document use cases of our platform, thus allowing to invest in customer training cheaply when compared on having to deal with more and more 1 on 1 meetings. ### 37. Good choice for small and growing business with clear pricing and also reasonable **Rating:** 4.5/5.0 stars **Reviewed by:** Maryam S. | Customer Relations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2022 **What do you like best about Help Scout?** The most thing I liked was their sales team that presented a Demo for us. they care about our needs not just sell what they want! also, I like their clear and simple pricing. you can forecast and plan for your cost. for example, other tools like intercom or HubSpot have very complex pricing and I didn't see sincerity and care in their attitude. Also, I liked the UX of the panel, it was so simple. I just have a problem with features for workflows, I mean proactive human-based support. Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees. **What do you dislike about Help Scout?** as I said in comparison to intercom doesn't have features for proactive and friendly support. and SLA features. and because we're Shopify app developer we need merchandise review for our growth but helpscout have a feature that customer can end the chat. we don't like this feature and we wanted to disable it but we can't **What problems is Help Scout solving and how is that benefiting you?** easily chat with customers. Anthony in their team was perfect because he understood me and helped me a lot. reasonable and clear pricing is perfect. ### 38. great in everything **Rating:** 5.0/5.0 stars **Reviewed by:** Yiğit T. | editor, Small-Business (50 or fewer emp.) **Reviewed Date:** May 20, 2022 **What do you like best about Help Scout?** very quickly and user friendly. very useful **What do you dislike about Help Scout?** There is nothing I don't like. Recommends to everyone **What problems is Help Scout solving and how is that benefiting you?** responding to user complaints. help scout is presents quickly and conveniently ### 39. Help Scout for HR work **Rating:** 4.0/5.0 stars **Reviewed by:** Clarence Rae d. | HR Specialist & Recruiter, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2022 **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. **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. **Recommendations to others considering Help Scout:** Help Scout can very much ease up the burden of delegation and organization. **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. ### 40. Great & Easy to send and Receive Mail. **Rating:** 5.0/5.0 stars **Reviewed by:** Gabriel K. | Self Employed, Small-Business (50 or fewer emp.) **Reviewed Date:** February 04, 2022 **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! **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. **Recommendations to others considering Help Scout:** Their support team is super responsive and goes above and beyond to help whenever we need anything! **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 ### 41. Easy to Navigate, Fun to Use. **Rating:** 4.5/5.0 stars **Reviewed by:** Ojoma E. | Computer Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 18, 2022 **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. **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. **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. ### 42. Excellent support tool **Rating:** 4.5/5.0 stars **Reviewed by:** Wesley P. | Head of support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **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. **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. **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. ### 43. Wonderful Program! **Rating:** 5.0/5.0 stars **Reviewed by:** Brooke R. | Lead Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **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. **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. **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! ### 44. Customer communication made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Yaw A. | Founder and CEO, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2022 **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. **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. **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. ### 45. Great Product **Rating:** 4.0/5.0 stars **Reviewed by:** Nicholas V. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **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. **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. **Recommendations to others considering Help Scout:** Make customization with more features and perhaps more article on how to use it to it's fullest. **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. ### 46. I LOVE HelpScout! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **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! **What do you dislike about Help Scout?** I have yet to discover what I don't like. **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. ### 47. Navigation is easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** December 13, 2022 **What do you like best about Help Scout?** Email notifications are instant and well timed **What do you dislike about Help Scout?** Sometimes the website is down without warning **What problems is Help Scout solving and how is that benefiting you?** Helping meet client needs ### 48. Easy to use Customer Support software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** I feel very supported by the Help Scout team. They provide great information to help our team use the software. I love how integrated the mailbox is with our knowledge docs. Clients can reach us in a variety of ways through Help Scout and we also enjoy using the messaging feature. **What do you dislike about Help Scout?** The saved replies that we use for customer emails sometimes lose their images. It is a problem that Help Scout hasn’t been able to resolve yet. **What problems is Help Scout solving and how is that benefiting you?** Our entire team can work together to resolve customer questions quickly. The ability to share our expertise through saved replies and knowledge docs speeds up our response time to clients. We can track top client questions by tagging them. ### 49. Our Customer Service Is Awesome With Help Scout **Rating:** 5.0/5.0 stars **Reviewed by:** Kelly T. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2021 **What do you like best about Help Scout?** Help Scout has helped us step up our customer service. Before, we used shared email inboxes and had many problems with duplicated effort, accidental deletion of emails, and inability to track customer service issues. Help Scout changed all of that. One of my favorite features is the "traffic cop," which allows users to see in real-time who among their co-workers is currently reading and/or responding to a specific email from a customer. I also like the ability to add notes to an email conversation that are only seen internally and the ability to "mention" a co-worker on a particular conversation so that he/she is brought into the loop to help solve the customer's issue when needed. **What do you dislike about Help Scout?** I'd like to see a few more admin-level settings, like the ability to control which users can create new tags. But honestly, I would categorize these things as my pie-in-the-sky wishlist items. I wouldn't say these are "dislikes." The Help Scout team seems to be continually developing the platform and adding new features, and they welcome regular feedback from their clients on how to improve it. **What problems is Help Scout solving and how is that benefiting you?** Mostly it has just taken our customer service to a new level, which is a big win. ### 50. Help Scout Review **Rating:** 5.0/5.0 stars **Reviewed by:** Felici A. | HR Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2022 **What do you like best about Help Scout?** I found the following features very useful and make my work efficient. Saved replies save 80% of my time. I also like how I can see what tickets my team members are working on and how we can add notes on tickets. **What do you dislike about Help Scout?** I would like the Forward feature to be more sophisticated as it is in Gmail (i.e. automatically includes attachments, deletes part of the thread (for confidentiality purposes, and edit the recipients. **What problems is Help Scout solving and how is that benefiting you?** Basic HR services and some employee email concerns. The benefit of using HelpScout as opposed to a generic email service is that other members of your team are automatically aligned - it's really good for collaboration. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-27+04%3A00%3A26+-0500&secure%5Bsession_id%5D=84157ef3-b25d-4f08-99bc-ee13c6a25989&secure%5Btoken%5D=788774641a8926211545d05d691691b6cae73704d7c4534ee0cdab3ac4f2ab53&format=llm_user) ## Help Scout Integrations - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [Google Analytics](https://www.g2.com/products/google-analytics/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/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 **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **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** - 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 **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Analytics** - Trends - Performance Tracking **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Integrations** - Microsoft Outlook Integration - Gmail Integration - Apple Calendar Integration **Generative AI** - AI Text Generation - AI Text Summarization **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 **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Generative AI** - AI Text Generation - AI Text-to-Speech - AI Text Summarization **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 **Agentic AI - Email Management** - Autonomous Task Execution - Cross-system Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Help Scout Alternatives - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,445 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,725 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,676 reviews)