--- 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. Very polished, solid platform. **Rating:** 4.5/5.0 stars **Reviewed by:** Márcio d. | Front End Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** HelpScout is a very polished, solid platform, and over the years, I can barely count on my fingers the times I haven't been able to use it due to some downtime or any technical issue. This is quite important, as having a stable and quick support platform is extremely important for me. There are keyboard shortcuts for a lot of actions inside the platform, which improves productivity a lot. I frequently use the Beacon, Knowledge Base, and Live Chat features, all exceptionally well done, relatively easy to use and customize - also to integrate, if you have some coding chops. I haven't used the Messages feature yet due to lack of time, so I can't comment on that one. Their support team is excellent too. Every time I needed them for some reason, they were prompt, resourceful, and polite. Regarding pricing: it has been surprisingly stable over the years, at least for me. There was only one more significant change I noticed – and it was a good move – where they added a more straightforward plan with new features. **What do you dislike about Help Scout?** I would like them to improve the “Save replies” feature, especially the pop-up menu accessed via a button in the message editor. It's one of the features I use the most. Any improvement there would directly reduce my daily app usage time. For example, there is currently no fuzzy search and no way to edit the saved reply using the pop-up menu itself. So, for example, to fix a typo in a saved reply, I need to perform several steps: exit the editor, load the “Saved Replies” window, find the message, make an edit there and then save it. All this is needed before I can go back to the editor. I frequently spend a lot of time fixing saved replies after loading them in the editor. It would be awesome to be able to open the saved reply from the editor itself to make edits there or even delete the entry from the pop-up. I currently have thousands of saved responses distributed in separate mailboxes. Many of them are duplicated or outdated because of these limitations. Because there's no fuzzy search and no central place to edit them all, finding and managing all this content is quite difficult using the web app. Also, there is no way to export or import them in batch, which would ease the management issues. The mobile app also needs improvements, as it lacks lots of features present in the web app. These improvements alone would decrease the time it takes to use the app. **Recommendations to others considering Help Scout:** Overall, I recommend HelpScout as an excellent solution for building a top-notch support platform for your business. **What problems is Help Scout solving and how is that benefiting you?** Helpscout has been an invaluable part of my business for seven years. I've been using it myself this whole time, so I can adequately say that I know the ins and outs of it. I carried out all my support activities using the Help Scout apps (mobile and desktop). ### 2. The best in customer service monitoring and client retention **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** November 21, 2021 **What do you like best about Help Scout?** I love the integration between our e-commerce software and Help Scout. The ability to see the client name, order number, amount paid and status of the order without opening the website or any other communication has saved us a ton of time. **What do you dislike about Help Scout?** I can honestly say that there is nothing we've disliked over three years with HelpScout. **Recommendations to others considering Help Scout:** Honestly, this product has made customer support so easy for our company. We tag customer questions and can see what is working and not working monthly, our response time has improved significantly. It even pulls support messages made on Twitter, Instagram, and Facebook into HelpScout, so everything is in one place. The customer support is second to none. I have never had a better experience with software support. **What problems is Help Scout solving and how is that benefiting you?** We use it to support e-commerce customers after the purchase with any order support or item support questions needed. ### 3. Help Scout is a great way to stay organized and on top of your emails! **Rating:** 5.0/5.0 stars **Reviewed by:** Vanessa B. | Customer Service Rep, Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** What I like the best from Help Scout is how organized and how quickly I am able to communicate with my customers. **What do you dislike about Help Scout?** Nothing at all! I have no complaints what so ever **Recommendations to others considering Help Scout:** Do it! Youll employees will thank you **What problems is Help Scout solving and how is that benefiting you?** I work in Customer Sevice. I am able to communicate with all parties in 1 app. ### 4. Easy to use, great features **Rating:** 5.0/5.0 stars **Reviewed by:** Gili S. | General Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** June 04, 2022 **What do you like best about Help Scout?** It's very easy to set up, and combines email, chat and knowledge base in one package. **What do you dislike about Help Scout?** It could use more integrations and it doesn't pick up social media accounts **What problems is Help Scout solving and how is that benefiting you?** making sure that support enquiries get answered in a timely manner and by the right person ### 5. Help Scout for Business **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Printing | Mid-Market (51-1000 emp.) **Reviewed Date:** March 18, 2022 **What do you like best about Help Scout?** Help Scout easily allows our helpdesk admins to respond to tickets, add notes, ping other admins, and distribute tickets as needed. All the functionality you could want from a helpdesk software is right here in HelpScout. **What do you dislike about Help Scout?** There really isn't too much to dislike. A suggestion I would make would be to allow customer consolidation if integrating with an ERP such as Netsuite. For example, one user might put in a few tickets a month but will have multiple customer records because the email is dynamic. **What problems is Help Scout solving and how is that benefiting you?** Help Scout allows our business to easily manage all internal and external needs. We have been able to focus on other parts of our business better and streamline most processes due to this software. ### 6. Help Scout Helping to Move Our Business Forward! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** Help Scout allows us to track essential metrics in our business that not only help us correct system bugs but help us support our clients. Help Scout provides us with the tools to prioritize where our CS Team and Engineers spend their time. Without Help Scout, we wouldn't have a dynamic and direct communication tool with our clients. Communication is key! **What do you dislike about Help Scout?** We're happy with the functionality of HelpScout but sometimes wish we could dig even deeper into what our customers are doing within our site and the behaviors around when they use Help Scout to reach out. **What problems is Help Scout solving and how is that benefiting you?** We are able to communicate with clients using Mailboxes, Chat Feature, and Ticket Creation. This has given us even more ways to capture feedback and questions from our clients as well as reach out to them with any updates or answers! ### 7. Backbone of our business, support, and help documents **Rating:** 5.0/5.0 stars **Reviewed by:** Nathan S. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** Simple startup, yet powerful features. The all in 1 nature of documents, with help popup, that links seamlessly to the support, makes it so easy to roll out great customer service across new businesses **What do you dislike about Help Scout?** Minor limitations in the API, it still has a much stronger integration framework than many other companies. Once the 2 minor updates I've requested are added to the API, we can 100% automate software selling systems deployments **What problems is Help Scout solving and how is that benefiting you?** We use Helpscout as the back end of all our systems, but also resell out to clients and deploy with automation for them. Gives us a super fast, easy install for clients ### 8. customer support representative **Rating:** 4.0/5.0 stars **Reviewed by:** Jillian B. | customer support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** I like how you can assign, write internal notes, and create workflows **What do you dislike about Help Scout?** I wish you could embed videos into the email **Recommendations to others considering Help Scout:** review help center articles or reach out! **What problems is Help Scout solving and how is that benefiting you?** Organize tickets with tags and via the search bar and can communicate with other team members easily ### 9. I love that emails are shared but it also difficult to search unless you are being exact **Rating:** 4.5/5.0 stars **Reviewed by:** Janai M. | C, Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Sharing & searchable with a helps out ID **What do you dislike about Help Scout?** Hard to search, very specific requirements. **What problems is Help Scout solving and how is that benefiting you?** I love the rating options for out agents. I wish our signatures showed between helpscout accounts and also wish the notes showed up easier. I miss a lot of team notes. ### 10. The Scout's Help **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Help Scout?** I like that it easily works with another app like Aircall **What do you dislike about Help Scout?** Sometimes it goes bananas, which is I think is normal with any technology **Recommendations to others considering Help Scout:** Help Scout indeed helped our organisation run smoothly! **What problems is Help Scout solving and how is that benefiting you?** Ease of merging accounts from different apps. ### 11. Perfect mix of pro features with great usability **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** We evaulted many ticketing systems, and needed pro-level features (i.e. power user), but with a user interface that makes sense and easy to use while still maintaining access to the advance features. HelpScout fit the bill perfectly! **What do you dislike about Help Scout?** The only complaint we have is with the tagging system - some users may like free-form tags, but it makes reporting harder since there isn't a permission to prevent users from creating similar tags. **What problems is Help Scout solving and how is that benefiting you?** We have a team answering client emails, and in the past, multiple agents would start replying to the same email, and sometimes our agents gave conflicting info - we love the collision detection feature! We also use HelpScout to report on volume, type of questions, etc, which helps us determine staffing needs for the customer relations group. ### 12. The best email support tool for small teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** The UX is by far better than competitors **What do you dislike about Help Scout?** Isn't really built for the voice of customer. **What problems is Help Scout solving and how is that benefiting you?** Handling customer support via email-only channel. The benefits are a simple tool to use and admin which can't be said about others. ### 13. Helpscout makes working through my customer support queue a breeze **Rating:** 5.0/5.0 stars **Reviewed by:** Valentin H. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2021 **What do you like best about Help Scout?** The support review queue is very well made and easy to navigate. The saved replies functionality is powerful and helps increase my productivity as I'm going through my queue. **What do you dislike about Help Scout?** I would like to be able to decide whether to include the satisfaction rating prompt into a reply or not - sometimes it's just not suitable to add. **What problems is Help Scout solving and how is that benefiting you?** Dealing with my email customer support queue. The benefit is that I am now much less stressed about it compared to when I was dealing with it via just my email. ### 14. Amazing work tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Its very easy to use and everything is so easy to keep organised **What do you dislike about Help Scout?** Nothing:) Everything is perfect and nothing to complain at **What problems is Help Scout solving and how is that benefiting you?** Customers issues ans requests. You can keep your tasks very organized with HS ### 15. Helpscout has empowered our team to more effectively communicate with our clients **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2021 **What do you like best about Help Scout?** The best part of Helpscout is how easy it is to reply or proactively communicate with clients, all while doing this on multiple communications channels (Live chat and email). It's also very nice and rare to see the continual development of new features since we've been using them. **What do you dislike about Help Scout?** If there was a gripe, it would be nice to see more work on customization of their beacon; however, it's still a newish feature that I know they are still working on and improving. **What problems is Help Scout solving and how is that benefiting you?** We field a wide range of requests from our clients from technical software issues to simple software questions and Helpscout helps us manage and organize these in a way that makes it effortless to work with multiple communications over different spans of handling time. ### 16. Great **Rating:** 5.0/5.0 stars **Reviewed by:** Fábio A. | Costumer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** It's a fast and reliable way to reach out our costumers. **What do you dislike about Help Scout?** We've really had no much complains about it, helpscout has served our every need. **What problems is Help Scout solving and how is that benefiting you?** We are solving legal problems, about legal calculation. ### 17. Great software for Customer Service/Managing tickets! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** HelpScout is user-friendly, easy to navigate, and makes taking care of our customers very simple and quick. I love that they have extra reassurance knowing that they can reach out to us through Helpscout and get their issues taken care of promptly. **What do you dislike about Help Scout?** I genuinely don't see any downsides or anything that I dislike about this software. It's helpful to have all around if you have an extensive customer database and a need to keep things organized. **Recommendations to others considering Help Scout:** My advice is to give it a try if you're curious if it will help increase organization. **What problems is Help Scout solving and how is that benefiting you?** Customers reach out with any technical issues they're having or just general questions- and Helpscout makes it easy to keep track of these tickets/conversations. ### 18. Great platform for mid-size companies **Rating:** 5.0/5.0 stars **Reviewed by:** Molly N. | Real Estate Pre-Closer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** It lets me tag other people in a task to eliminate me having to send an email! Efficient and easy **What do you dislike about Help Scout?** Honestly, I don't think there is anything I don't like! I have not run into any problems using it or malfunctions with the software. **What problems is Help Scout solving and how is that benefiting you?** We use all of our incoming office calls to be filtered out through Helpscout. It saves our receptionist lots of time and cuts down on direct phone traffic ### 19. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Help Scout?** I Love the simplicity of Help Scout. It is easy to use and the saved replies are a life saver! **What do you dislike about Help Scout?** The downside to help scout is that it does not have all the features other platforms offer. **What problems is Help Scout solving and how is that benefiting you?** Help Scout is a fast and effective way to interact with customers via email Customer Service. ### 20. One of my favorite software (and people) on Earth! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2021 **What do you like best about Help Scout?** HelpScout's support team is INCREDIBLE! If you have any questions about the software, a support business process, or anything at all, they will go to the ends of the Earth to assist you. Their software is very user-friendly and easy to use and has some really great features. It also creates a very light and friendly support experience for the end user. **What do you dislike about Help Scout?** HelpScout's Docs text editor (where you are writing your knowledgebase articles) is horrendous. This is extremely frustrating because there are dozens of free Text Editor APIs on the market, and our engineering team is implemented one in our product in less than 30 minutes of engineering time that works perfectly. So while they come out with great new features, they are not fixing a core and essential element of a Help Desk software suite, despite it being an extremely low-effort fix. This is infuriating and frustrating to the point that we have considered switching to far worse HelpDesk software (basically any other on the market) because HelpScout's text editor is so poor. However, all of the other upsides, especially HelpScout's amazing team, have so far kept me from doing so. I am hoping this is fixed soon :) **What problems is Help Scout solving and how is that benefiting you?** We use HelpScout to offer email support and a knowledge base from our software product. Our entire support team utilizes it daily, and it is extremely powerful and efficient. The benefits have been running an efficient support department (and offering self-service) to our end users. ### 21. Shocking how much better HelpScout is vs Front **Rating:** 5.0/5.0 stars **Reviewed by:** Jack S. | Board Member, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** - Clean user experience and interface - Simple to use, not buggy (I encountered a huge amount of bugs with Front) - LOVE that they are a B-corp and have a "helpscout for good" program supporting non-profits **What do you dislike about Help Scout?** - Probably doesn't have as many advanced integrations and automations as other platforms (it's more simplified in its approach) **What problems is Help Scout solving and how is that benefiting you?** HelpScout powers our operations infrastructure from a shared inbox. ### 22. Great tool for keeping track of my projects **Rating:** 5.0/5.0 stars **Reviewed by:** Catherine D. | Editor, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** I like the ease of seeing the chain of correspondence with clients and various team members. **What do you dislike about Help Scout?** Honestly, there isn't really anything I specifically dislike about it. **Recommendations to others considering Help Scout:** I would definitely go for it! It is easy to use, very intuitive and helps to streamline the workflow. **What problems is Help Scout solving and how is that benefiting you?** Coordinating various projects with managers and team members. It helps me to keep the workflow a lot smoother. ### 23. Intuitive and Well Designed **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2021 **What do you like best about Help Scout?** I love how intuitive it is to use. I'm almost never confused about how to do something. I like that we can have multiple inboxes. The time saving features are helpful, such as setting up rules to auto-tag/auto-close conversations. **What do you dislike about Help Scout?** I imagine that some other email help desks have more customizations. I also don't like that you can't send out bulk saved replies. You can only email one customer at a time. **What problems is Help Scout solving and how is that benefiting you?** 1) When to staff people 2) Where our customers are getting stuck the most 3) Expanding how we collect customer feedback It's easy to loop multiple people in on one conversation. ### 24. The best and most enjoyable to use customer support software **Rating:** 5.0/5.0 stars **Reviewed by:** Bryan M. | Product Director, Small-Business (50 or fewer emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Help Scout?** Help Scout is easy for our team to use, helps us provide better support to our customers quicker, and is a tool that we enjoy, not only one we're forced to use. **What do you dislike about Help Scout?** While we could do a little more with their API than we are right now, it would be nice to surface additional customer data on the conversation list itself without having to go into a conversation to see it. **What problems is Help Scout solving and how is that benefiting you?** Help Scout helps us provide excellent support to our customers, understand where our customers are at in their journey, and provides our customers a searchable knowledge base that integrates with our software product. ### 25. Super easy to get started **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** The ease to set up, the reporting of tickets and how efficient we have become as a team. **What do you dislike about Help Scout?** So far, not much I can say here as I pretty much like all features **What problems is Help Scout solving and how is that benefiting you?** Made it easy to respond to customers and support knowledge sharing ### 26. Full Featured, Smart Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Smart automations, saved replies, fast and responsive website, handy app **What do you dislike about Help Scout?** Pricing will be going up soon which will mean I need to weigh up if it is still providing enough value for my small business. **What problems is Help Scout solving and how is that benefiting you?** Fast responses and effective management of customer enquiries ### 27. Helpful tool and friendly support staff **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** The ability to automate things with workflows and saved replies makes a support staffer's life much easier **What do you dislike about Help Scout?** I wish the reporting was had more capabilities, including tracking effectiveness of saved replies. **What problems is Help Scout solving and how is that benefiting you?** Running support for an online retailer. The main benefit is efficiency. ### 28. Help Scout really helps a lot **Rating:** 5.0/5.0 stars **Reviewed by:** Yuliana L. | Internal Support, Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** I love that all is in a specific order, I can find something in just few seconds, and have control about every team. **What do you dislike about Help Scout?** Maybe, sometimes is a minor bug that makes it slow, but just for a few moments. **What problems is Help Scout solving and how is that benefiting you?** It is so quickly for responding to our customers, and review all the last items of the same or new thing. ### 29. Best Solution for Small Teams who Support a Large Customer Base **Rating:** 5.0/5.0 stars **Reviewed by:** Waclaw W. | Customer Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2021 **What do you like best about Help Scout?** Simplicity to use, clear navigation, variate of options at the affordable price **What do you dislike about Help Scout?** Not being able to set somebody offline in chat as an admin when they forgot to sign off. **What problems is Help Scout solving and how is that benefiting you?** We respond to questions and technical problems that our customers raise. Help Scout is very powerful to manage the ticket flow, so the team of 2 deals with a global user base at ease. ### 30. Great customer support system, great company to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** September 21, 2020 **What do you like best about Help Scout?** It's easy to use and new features are being added regularly. **What do you dislike about Help Scout?** The mobile app still doesn't have all the functionality of the web version. **What problems is Help Scout solving and how is that benefiting you?** We're a nonprofit and we use Help Scout to communicate with and provide support to our members. The Saved Replies are a real timesaver for our volunteer support team, and they ensure that members get accurate, consistent help with their technical issues. ### 31. Finally, a platform that supports our entire organization **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 11, 2021 **What do you like best about Help Scout?** Helpscout is truly an all-in-one solution for email support, real-time chat, and knowledge base management, in addition to full-fledged analytics and reporting. **What do you dislike about Help Scout?** I wish there were better built-in tools for customizing the look and feel of Helpscout Docs, but with support for custom JS and CSS, there isn't much that can't be overridden or adjusted given time and effort. **What problems is Help Scout solving and how is that benefiting you?** Since moving our support inboxes and knowledge bases to Helpscout we've crushed all our KPIs leading to faster first responses, faster resolutions, and ultimately more satisfied customers. ### 32. Easy to use email-based support system, and great support from the team **Rating:** 4.5/5.0 stars **Reviewed by:** Pierre-Luc S. | Head of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** April 07, 2021 **What do you like best about Help Scout?** We did a thorough evaluation of alternatives to our previous help desk (Zendesk). Given that our company was primarily relying on emails to offer support and that we required integration to tools such as our CRM and Jira, HelpScout looked like an excellent product for us and had a competitive price. We started with a free trial, and I cannot stress enough how much the HelpScout team has been helpful and easy to communicate with, answering all my questions. A few months after starting using HelpScout, I can say that it delivered its promises. It is straightforward to set up and use. The UX is excellent, with helpful keyboard shortcuts and workflows to make our team more efficient. HelpScout emails are also a step up for the customer experience, who appreciate the seamless support. **What do you dislike about Help Scout?** There are just tiny details that could be improved according to me: - native translation feature for the FAQ section (Docs) - some limitations in the workflow setup But we managed to find workarounds with the Help Scout team's help and are glad we managed to discover this great product. **What problems is Help Scout solving and how is that benefiting you?** - Clearer communication with our clients, who are more satisfied with our support - Better help desk UX - Cost reduction for our help desk - Rethink our workflows and support organization ### 33. It's everything you need to manage your Support tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2021 **What do you like best about Help Scout?** I like how you can create a separate Inbox for different channels like Support, Tech Support, Sales for different emails. This way, you can collaborate with all Agents and assign the tickets. I also like Reports that show the 360-degree performance of my team and individuals. **What do you dislike about Help Scout?** You cannot manage to reply to social media messages efficiently. I also noticed some glitches in the iOS App. Those are the things I don't like. **What problems is Help Scout solving and how is that benefiting you?** We were looking for a tool that can manage our multiple channels in a single place to get reports to decide KPIs for all agents effectively. Using Help Scout, we overcome this challenge, and everyone in our team is happy with the product. ### 34. Excellent product, excellent support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** The product is great. Very easy to use and the cost is fair compared with many other helpdesks. **What do you dislike about Help Scout?** It would be good if perhaps we could allow users to have 'view only' access without having to pay a license fee for them. **What problems is Help Scout solving and how is that benefiting you?** Help Scout ensures that we deal with every customer enquiry in an effective manner, and allows us to assign to the correct member of staff to get it dealt with. ### 35. Great for our small team **Rating:** 5.0/5.0 stars **Reviewed by:** Peter M. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** Ticket thread management; multi-user; documentation library; beacon **What do you dislike about Help Scout?** notifications could be more independent from the operating system - too easy to miss. **What problems is Help Scout solving and how is that benefiting you?** Ability to manage support tickets better; support documentation library ### 36. Great way to provide Great Customer Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** Helpscout is a great tool to provide the best customer service possible to interact with clients while sharing the email with your team. The feedback feature is also quite helpful! **What do you dislike about Help Scout?** At this moment there isn't much to dislike about helpscout. **What problems is Help Scout solving and how is that benefiting you?** Being able to work with my team in an efficient manner while keeping the line of communication to one person on the outside, helps make problem-solving for customers very efficient. ### 37. Using helpscout for over 5 years and very happy! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** Support: Easy to get in contact with real people who are highly technical. Usage: very easy for new users to get onboarded and navigate the platform quickly. easy enough to customize as well once you learn your own business needs **What do you dislike about Help Scout?** Feature Updates: We've made several but haven't seen any of them come into the platform yet. **What problems is Help Scout solving and how is that benefiting you?** Answering questions for our clients, and tracking our support volume/KPIs ### 38. BEST but could have better features **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** March 12, 2022 **What do you like best about Help Scout?** Help Scout is one of the best and clear looking software. **What do you dislike about Help Scout?** I hate that we cannot merge between two different emails IDs. **Recommendations to others considering Help Scout:** The CS team is best to talk and help you set up the account **What problems is Help Scout solving and how is that benefiting you?** It's easy to use and has made my life easy. ### 39. Help Scout is a great way to collaborate with coworkers to best help customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Haley P. | Marketing Communications Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 13, 2021 **What do you like best about Help Scout?** I like how all of my coworkers can work together on one email so that our customers can receive the best answer possible. **What do you dislike about Help Scout?** The only thing I do not like about Help Scout is sometimes emails received within help scout do not come in formatted correctly, but the email will be formatted correctly in other inboxes such as gmail and outlook. **What problems is Help Scout solving and how is that benefiting you?** We are solving the problem of answering customers in a more timely manner due to all associates having access to all of the customer support inboxes. ### 40. Super intuitive UI, lightning fast--almost perfect! **Rating:** 4.5/5.0 stars **Reviewed by:** Chris L. | VP of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2021 **What do you like best about Help Scout?** Speed, lightweight feel, keyboard shortcuts, responsive UX, everything necessary is right at hand and not cluttered with extraneous stuff, very friendly and knowledgeable customer service, competitive price. Superior in many ways to Desk.com, which we used until it was terminated. **What do you dislike about Help Scout?** Lack of a "unified inbox" to see cases assigned to multiple teams across multiple mailboxes (this was almost a deal-killer for us, but we've made do, and the other benefits outweigh this con) and a sense from talking to CS that they aren't super interested in feature requests from end-users. No native integration with social media for CS to support those channels (there are third-party integrations available, but we haven't yet set them up). **Recommendations to others considering Help Scout:** It may not be as big of a name as the heavyweights like ZenDesk and FreshDesk and such, but it has everything that SMBs need for easily providing customer support in a super efficient, easy-to-use package. Absolutely worth at least testing out when considering a help desk solution. **What problems is Help Scout solving and how is that benefiting you?** Dumping Salesforce Service Cloud Lightning, which is literally the worst piece of software we've ever used ### 41. What you want VS what you get **Rating:** 2.5/5.0 stars **Reviewed by:** Arie S. | Senior Manager, Product Support and Customer Success, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2021 **What do you like best about Help Scout?** Help Scout is easy and has a very natural navigation, tagging a ticket is very easy, as well creating process flows. The best feature I've encountered so far was the integration with Slack - the ability to seamlessly monitor the activity of the various communication channels through the same collaboration tool that our company is using for daily communication is a tremendous help, although I suspect that it will overwhelmingly grow to the point, where we will need to create multiple channels in Slack to accommodate various communication channels in Help Scout. **What do you dislike about Help Scout?** This is not a typical customer support ticket management application and some of the functionality, when it comes to escalating a ticket is very limited. Although the number of support 3rd party application is constantly growing, I find it still very cumbersome to escalate tickets to development teams, imitating an Agile development environment. One of the major issues I find is the lack of continuity in the Slack integration for chat discussions - the lack of visibility to agent's responses, makes the integration seem almost useless. **What problems is Help Scout solving and how is that benefiting you?** Supporting our customers through the email and chat channels have never been easier with Help Scout, the seamless integration to our main collaboration tool, which is Slack, provided the needed automation for message forwarding. The main reason for using Help Scout with all its possible integrations is to eliminate the need of managing large number of users in multiple environments, facing the chance of loosing visibility and allowing issues and untracked tickets to fall between the cracks. ### 42. Great Tool For Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2022 **What do you like best about Help Scout?** Ease of use of the platform. Love that the whole support team can use this as a centralized platform for support emails. **What do you dislike about Help Scout?** No real cons, but it can be challenging to figure out how we can setup notifications so that you stay on top of things. **What problems is Help Scout solving and how is that benefiting you?** Centralized communication for all of the support team and staying on top of customer issues. Helpscout provides added visibility. ### 43. Well designed with great customer support. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2021 **What do you like best about Help Scout?** The layout of the program, the search function and the previous conversation history on the side panel. **What do you dislike about Help Scout?** Can't say I disliked anything. I have been overall satisfied with Helpscout. **Recommendations to others considering Help Scout:** Clean layout with the easy interface that should work for all competency levels. **What problems is Help Scout solving and how is that benefiting you?** Collecting data from previous customers that provides a baseline for how I assist other customers to provide a consistent experience. ### 44. Best Customer Service Tool We've Ever Experienced **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** October 29, 2021 **What do you like best about Help Scout?** Ease of use. Ability to collaborate efficiently. **What do you dislike about Help Scout?** There is no option to snooze tickets. Please do it, guys! **What problems is Help Scout solving and how is that benefiting you?** Managing customer service is not possible through email which was we used to do before. Help Scout allows us to manage it perfectly and it also lets us see the performance of each individual agent as well as the whole performance. ### 45. HelpScout Rocks! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** I like the simplicity of the interface and UI. **What do you dislike about Help Scout?** I wish that there were more generated reports and automation, like Zen Desk has. **What problems is Help Scout solving and how is that benefiting you?** We've been able to track our contacts, reporting metrics, and pain points our members have. We can then communicate this to our product and marketing owners. ### 46. User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2021 **What do you like best about Help Scout?** Customize chat docs. I can create an article and prompt the chat after a few min. of a customer is on a page **What do you dislike about Help Scout?** When you reply to an email it is atomically closed. **What problems is Help Scout solving and how is that benefiting you?** customer inquires are being solved ### 47. Outstanding tool, exceptional service **Rating:** 5.0/5.0 stars **Reviewed by:** Chandis C. | Customer Service and Order Support Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2021 **What do you like best about Help Scout?** Email management is a breeze with the ability to set-up workflows, assign team members, and observe a variety of metrics about how work gets done by the team and team members. The support is my favorite part. Any tool this complex that can serve a variety of businesses needs means you will inevitably need support. I've thrown all manner of questions at the Help Scouts Staff. Due to my technical background, I can get just technical enough to confuse myself and I've certainly over-explained myself in an email to them. They are able to decipher my madness and usually provide three or more options while welcoming more of my madness. Their customer service is 2nd to None. **What do you dislike about Help Scout?** The search tool is the "if I have to complain about something..." option. An update implemented about 3-6 months ago (COVID 19-TIME-WARP POSSIBLE) made the search feature a great deal faster, reliable, and accurate. It still has difficulty with more complex searches with generic search criteria, but I do not envy the task of filtering through the massive amount of information for phrases like "product return" that can match a multitude of emails. **What problems is Help Scout solving and how is that benefiting you?** Finding inefficiencies is the biggest benefit. Whether it is an unnecessary number of email replies or discovering where an employee is struggling, the metrics are beyond beneficial. I've been able to discover where an agent's knowledge gaps exist based upon the amount of time between them opening and closing an email or how many replies they've sent. The happiness scores also allow us to fine-tune some emails that are technically flawless but require greater consideration of a customer's interpretation. Also, being able to quickly route, tag, note, and forward emails based upon specific criteria through workflows means I have time to manage, lead, and train my team instead of the work! After all, isn't that what we want SkyNet to do? ### 48. Help Scout review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** I like the ability to assign task to team members and the tracking feature. **What do you dislike about Help Scout?** It doesn't "mesh" with the other system , Zywave, that I use for client tasks and sometimes I have to double up on activities. **What problems is Help Scout solving and how is that benefiting you?** Answering questions on benefits and assisting with claims. ### 49. Great tool for collating internal and external guidance **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2021 **What do you like best about Help Scout?** Amazing for collating internally produced guidance for the team and for directing clients to recent advice or details of tax schemes **What do you dislike about Help Scout?** Cannot upload pdfs to the site which is annoying **What problems is Help Scout solving and how is that benefiting you?** Easy way to have a shared inbox and an easy way to show and publish guidance for internal teams and clients ### 50. Easy integrations, great interface **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** the ability to integrate multiple sale channel inboxes and handle all support request in one place. **What do you dislike about Help Scout?** reporting could do a little better. I would love to be able to customize reports. **What problems is Help Scout solving and how is that benefiting you?** handle request from multiple sites into one. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-31+07%3A58%3A57+-0500&secure%5Bsession_id%5D=3e4ab6c2-8d6e-43bc-abe9-7f7a4e861ff0&secure%5Btoken%5D=3b9f55fd16b586851f13f5a3189507379e179e2b217cd6410a5b5b5c0e3b3709&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 (2,447 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)