--- title: Help Scout Reviews meta_title: 'Help Scout Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 431 reviews by the users' company size, role or industry to find out how Help Scout works for a business like yours. aggregate_rating: rating_value: 4.4 review_count: 431 scale: '5' date_modified: '2026-08-09' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Help Scout Reviews **Vendor:** Help Scout **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 431 ## About Help Scout Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media, or self-service—in one unified platform. With advanced tools for collaboration and organization, teams using Help Scout are able to assist 52% more customers. Those who take advantage of our AI features see an additional 36% boost in productivity. Plus, you can build help centers and embed support options directly on your website or app, giving customers instant answers and reducing support volume by 30%. It's no wonder Help Scout is a favorite among support professionals and customers. You can get started in just 15 minutes and become a power user within a day. Teams using Help Scout achieve 25% higher CSAT scores than the industry average and consistently surpass their metrics, helping more customers while delivering exceptional service. ## Help Scout Pros & Cons **What users like:** - Users appreciate the **ease of use** with Help Scout, finding navigation intuitive and support integration seamless. (14 reviews) - Users value the **responsive technical support** and continual updates, enhancing their experience with helpful new features. (11 reviews) - Users value the **helpful support** from Help Scout, appreciating constant updates and responsive feature requests. (11 reviews) - Users value the **responsive customer support** from Help Scout, enhancing their overall service experience over the years. (7 reviews) - Users love the **knowledge base accessibility** of Help Scout, enabling customers to find solutions independently. (7 reviews) - Integrations (6 reviews) - Chat Features (5 reviews) - Communication (5 reviews) - Users appreciate the **easy setup** of Help Scout, enabling quick implementation and seamless customer support. (5 reviews) - Intuitive (5 reviews) **What users dislike:** - Users find Help Scout's **limited features** frustrating, especially for advanced reporting and customization needs. (8 reviews) - Users find Help Scout's **limited features** restrictive, especially regarding analytics, customization, and chat availability. (7 reviews) - Users desire **more advanced features** in Help Scout, such as enhanced collaboration and better search functionalities. (7 reviews) - Users find the **limited customization** options of Help Scout restrictive, impacting their ability to tailor the experience. (4 reviews) - Users find the **limited functionality** of Help Scout restrictive, desiring more advanced features and better content management options. (4 reviews) - Users experience **email issues** due to workflow toggling, leading to unintended email responses and report inaccuracies. (3 reviews) - Expensive (3 reviews) - Inadequate Reporting (3 reviews) - Interface Issues (3 reviews) - Limited Analytics (3 reviews) ## Help Scout Reviews ### 1. Email Marketing and tracking **Rating:** 5.0/5.0 stars **Reviewed by:** Vanessa R. | Member Services Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** December 07, 2019 **What do you like best about Help Scout?** The searchable options and how user friendly the application is. Without the help guide it is easy to utilize. **What do you dislike about Help Scout?** Some times within searching if you are using an extra space at the end of an email it will cause the search to find no results. **Recommendations to others considering Help Scout:** Help Scout is a great email communication and tracking tool. Utilize the search feature to your advantage! **What problems is Help Scout solving and how is that benefiting you?** Utilizing for Email Marketing and tracking and it has been helpful to go back and review prospects who have received emails and track what has it has not been viewed. Also to help with Member services emails, all remain communication. ### 2. A great customer service tool - with some quirks **Rating:** 4.0/5.0 stars **Reviewed by:** Sergio V. | Partnership Operations, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2019 **What do you like best about Help Scout?** The UI is excellent and intuitive. It's super easy to see how many tickets are still open, how long they've been open, and who they're assigned to. I also love using the Workflow tagging system. It's a big help with bug reporting when a new update for the mobile app is rolled out, as we can have it automatically sort all tickets by version number. **What do you dislike about Help Scout?** The reporting system is wildly inaccurate sometimes. For example, let's say a sign-in bug occurs, and users are reporting that they are unable to log in to their accounts. If a Workflow is created for this bug, HelpScout will tag all of the tickets correctly, but will not display every tagged ticket in reporting statistics. In my experience, it typically reports around 40% of the total tickets. I've tried several workarounds, but the results are seemingly unchanged. **Recommendations to others considering Help Scout:** HelpScout is most beneficial when paired with other analytics tools, as the analytics tools within HelpScout still need some kinks ironed out. **What problems is Help Scout solving and how is that benefiting you?** HelpScout is great if you receive a high number of daily tickets, and it's excellent for small teams as you can re-assign tickets quickly. ### 3. The most user friendly customer success solution with an equally great support team. **Rating:** 5.0/5.0 stars **Reviewed by:** Cenk T. | CFO, Small-Business (50 or fewer emp.) **Reviewed Date:** February 29, 2020 **What do you like best about Help Scout?** Very user friendly Simple interface Always adding new features And great support team I always got timely, to the point and actionable support - most importantly in the first replyz **What do you dislike about Help Scout?** The improvement can be having contacts taggable, with custom fields. But tagging the tickets is a solution they have. **What problems is Help Scout solving and how is that benefiting you?** Sales and customer support. ### 4. No customer need slips through the cracks with Help Scout **Rating:** 5.0/5.0 stars **Reviewed by:** Abbie R. | Account Manager , Mid-Market (51-1000 emp.) **Reviewed Date:** January 07, 2019 **What do you like best about Help Scout?** I’m not wading through a messy inbox anymore. My emails now feel more like a neat to-do list and I love the feeling of clearing all of them out. Help Scout has seriously made me into a more organized person and I feel like taking care of my clients is easy in a way it wasn't before. My company explored other options last year and the resounding opinion of my entire team is that we did NOT want to lose Help Scout. I don't think this was an aversion to change, but rather an appreciation for the system Help Scout had let us create with each other. It's very easy to work together as a a team by using it and I would imagine it provides excellent oversight for our manager. It's pretty motivating that anyone in my company can see my responses to my customer over Help Scout. If your'e great at customer service, you love this feature. If you want to fly under the radar and do a mediocre job, Help Scout would find you out pretty fast. **What do you dislike about Help Scout?** You’re not able to email multiple contacts from help scout and that's kind of frustrating. A lot of my clients have multiple points of contact and to reach all of them I have to address one person and then put the rest on CC. I understand it's not a system to be used for mass messaging but I think a lot of my contacts probably wonder why they're on CC and not one of the recipients. **Recommendations to others considering Help Scout:** As far as desktop and mobile design, you're not going to find something more user friendly than this. It's very intuitive and I've seen my newer team members pick up on it really quickly. I wasn't a decision maker in the selection process, so I can't really speak to the value for the cost (I don't know what it is) but I know if my company ever tried to take it away from us, we'd put up a fight! It's a terrific product. **What problems is Help Scout solving and how is that benefiting you?** Before Help Scout I really couldn’t take a vacation in peace. Seriously. But the visibility it offers on all of my customer emails makes taking care of clients a team effort now in my office. And that’s been a real game changer. When I return from being away I can see exactly how my clients were taken care of. And my manager can too. ### 5. Good Helpdesk Software **Rating:** 4.0/5.0 stars **Reviewed by:** Matthew R. | CTO/Co-founder, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** July 26, 2019 **What do you like best about Help Scout?** Helpscout has an effective template feature with template variables that let common tickets get responded to quickly. It can also be used to enable nontechnical users to easily set up a help center/support wiki. It has an effective escalation/assignment workflow. A ticket can be assigned or closed with a response or note, so good for addressing tickets quickly. It also has a good API that allows significant custom tooling to be built on top of it. **What do you dislike about Help Scout?** A better reminder/followup workflow could be helpful. Escalated tickets have slipped through the cracks on a number of occasions. It goes to the next ticket immediately after completing one, but some tickets are complex and I would like to not come back to them until later. **Recommendations to others considering Help Scout:** Good lightweight helpdesk software for small organizations. Great if you want to build custom integrations. **What problems is Help Scout solving and how is that benefiting you?** Have used Helpscout to handle 100+ tickets per day with only one full time CS rep. It has been an effective central software for managing our CS efforts. ### 6. Easy to use and manage, flows logically and great support if you need it **Rating:** 4.0/5.0 stars **Reviewed by:** Paige T. | Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** July 18, 2019 **What do you like best about Help Scout?** How simple it is to pick up and teach to new staff members, easy to assign and close emails/tickets and find them again if you need. Easy to segment to the right person and create easy saved replies to use or create into a workflow to clean up your mailboxes more efficiently. **What do you dislike about Help Scout?** That you can't run workflows based on the information collection through their help beacon. Would be great to use that information to move to the correct mailbox and assign to the right people to get back to customers faster. **What problems is Help Scout solving and how is that benefiting you?** Solving: Customer support for our online training business e.g. password resets, how-to etc. Benefits: the ease of communication in seeing who is dealing with certain customers (also being able to look at an email without it being marked as read meaning it will stay open until a new status is assigned, can tackle the ones you need to or the 'easy' ones first), being able to quickly find anything else they raised with us in the past, keeping track of how well our respondents are doing by giving customers the chance to give feedback on the responses they receive. ### 7. Great solutions for startup but not for long term. **Rating:** 4.0/5.0 stars **Reviewed by:** Rajendra R. | Digital Marketing Executive, Small-Business (50 or fewer emp.) **Reviewed Date:** October 10, 2019 **What do you like best about Help Scout?** All in one platform for managing client support, sales and knowledge base. It provides great analysis and employee score.. yet not accurate always. **What do you dislike about Help Scout?** Lots of bugs present in it like while writing docs its gets error and so also happens with other functions. Yet thanks to the great support team of helpscout who provides instant support. **Recommendations to others considering Help Scout:** Cost-effective. Great Support **What problems is Help Scout solving and how is that benefiting you?** Client management, website doc maintanance. ### 8. Decent System **Rating:** 3.0/5.0 stars **Reviewed by:** Emily M. | Director of Client Relations, Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2019 **What do you like best about Help Scout?** We primarily use the system for both an internal and external knowledge base. It is fairly easy to use and upload articles.. **What do you dislike about Help Scout?** Finding content can be challenging. The search functionality isn't the best. **What problems is Help Scout solving and how is that benefiting you?** We have been able to share content both internally and externally with employees. ### 9. Great tool for communication management from clients within a department **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2019 **What do you like best about Help Scout?** I like that my entire department can see incoming emails and handle them if I am away or unavailable. It is pivotal that our clients are not waiting unnecessarily, and this allows us to communicate back quickly and efficiently. **What do you dislike about Help Scout?** I don't like that you can't change a subject line, especially as communication changes, it's nice to be able to update that. **Recommendations to others considering Help Scout:** Allow users to update subject lines, edit who the email can be replied to, and perhaps add the ability to create a new message from any point within the platform (not just the home screen). **What problems is Help Scout solving and how is that benefiting you?** Time response getting back to clients ### 10. Review for Help Scout **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2019 **What do you like best about Help Scout?** I have a more organized email system now with my team and feel like that have helped productivity. Better customer service for our clients and communication in our teams day to day status reports. **What do you dislike about Help Scout?** Me and my team have not been able to send multiple contacts in the emails we have to CC each one which is time consuming and delays us with some tasks Also support tickets issue and help beacon problems and no workflow able to be used thru that protocol. **Recommendations to others considering Help Scout:** Help Scout I was told is working with customers to improve all of the problems I mentioned. Help Scout is a powerful tool for customer service tickets and help desk support. Also reasonable price . **What problems is Help Scout solving and how is that benefiting you?** Customer feedback ,able to track our team and employee customer support workloads We just started using Help Scout for ticket tracking and customer feedback. ### 11. Help Scout is an easy to use support system with multiple integrations. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** October 22, 2019 **What do you like best about Help Scout?** I love that Help Scout integrates flawlessly with the systems we already use. This sytem is also easy to pick up and start using ASAP. **What do you dislike about Help Scout?** Support staff is slightly lacking for a support platform. Some questions are never answered/resolved. **Recommendations to others considering Help Scout:** Take the plunge. Great system. **What problems is Help Scout solving and how is that benefiting you?** We use this as an all in one social media, email, and phone logging system for retail and wholesale. ### 12. It's an okay tool for smaller businesses **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Help Scout?** I liked being able to see when customers viewed the emails that were sent so you knew if you needed to follow up again or not and I liked that you could solve tickets quickly and assign them to the appropriate place **What do you dislike about Help Scout?** The reporting was not accurate at all, there were several instances when using this platform where the reports were incorrect **Recommendations to others considering Help Scout:** Make sure you have proper reporting available for KPI's needed **What problems is Help Scout solving and how is that benefiting you?** Help Scout was previously used to help solve customer support tickets ### 13. Very Easy To Use **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley G. | Customer Experience Advocate, Enterprise (> 1000 emp.) **Reviewed Date:** May 06, 2019 **What do you like best about Help Scout?** Help Scout makes sending emails from our department super easy! Just login and select my department's mailbox and I'm ready to go. All the emails can be assigned to specific people and prioritized based on urgency. **What do you dislike about Help Scout?** It could look a little more ascetically pleasing I guess. It's a bit HTML-y but it doesn't really effect the ease of use at all. I just think the fonts and the headers can be less boxy. **What problems is Help Scout solving and how is that benefiting you?** As a customer service representative I have to be able to send an email quickly. I get asked for documents that I have to be able to pull up quickly and send out quickly to move to the next call. Managing the mailboxes makes it easy for me to compose from my mailbox, keep it assigned to anyone and close it out once it's sent. ### 14. Awesome helpdesk with a lot of integrations **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** September 21, 2019 **What do you like best about Help Scout?** Helpscout is easy to use and user friendly. As a new intake trainer, helpscout is easy to explain to new intakes. One of the great thing I like the most is that it doesn't take too much memory on my computer, so if I open some tabs, it's not going to freeze. **What do you dislike about Help Scout?** No inside tab so it's hard to jump from one ticket to another. Also it'd be great if we can customize our search for past tickets **What problems is Help Scout solving and how is that benefiting you?** I like how light helpscout on the memory. I open several helpdesk at a time and some other helpdesks can slow my computer, but not helpscout. ### 15. Critical for business success! **Rating:** 5.0/5.0 stars **Reviewed by:** Astrid S. | Customer Support, Small-Business (50 or fewer emp.) **Reviewed Date:** July 11, 2019 **What do you like best about Help Scout?** So easy to use, and to customize. We have been able to integrate so many API'S into Helpscout to streamline customer support. **What do you dislike about Help Scout?** Not all customer support functions (such as away messages) are available to all users. **What problems is Help Scout solving and how is that benefiting you?** All CS team members have access and visibility to assist both contractors and clients. Easy to pass off tasks and communicate notes about client progress. ### 16. Helpscout used for IT Help Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about Help Scout?** I like the how we can manage all the tickets, assign to a user, add internal notes, tags are easily created. Add call logs in the system. Reporting is great to measure how much tickets or issues we resolved. I like the feature of merging tickets if it is the same issue. **What do you dislike about Help Scout?** When a ticket is submitted multiple times separately, with the same subject, it does not show the whole message, some of the messages are lost and not found within helpscout, you would have to go to the actual email to find the whole message. **Recommendations to others considering Help Scout:** Very easy to setup and use, great tool to manage support tickets. **What problems is Help Scout solving and how is that benefiting you?** Managing support desk and issues within the company. It helps reduce and automate tickets with this software. It provide reports to paint a picture on how the company is doing in regards to help scout. ### 17. Easy to Use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2019 **What do you like best about Help Scout?** Easy to use and navigate. The program is great for new employees and senior employees alike and the metrics is easy to track as well. **What do you dislike about Help Scout?** At the moment there have been not major issues. I would prefer to set a time for nudges when a ticket has been sitting for too long. **What problems is Help Scout solving and how is that benefiting you?** User inquiries, support escalation and metric tracking. I'm able to help keep my team accountable and be able to set metrics and KPIs. ### 18. I like how Help Scout has been evolving the app **Rating:** 4.0/5.0 stars **Reviewed by:** Benjamin Albert C. | Head of Product, Small-Business (50 or fewer emp.) **Reviewed Date:** December 18, 2018 ### 19. A simple tool for my Team **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 16, 2019 **What do you like best about Help Scout?** I like the simplicity of HelpScout - not too many bells & whistles, but they do keep improving their features. Great way for my Team to collaborate and ensure that communications are assigned to the appropriate Team member. It's also Zapier friendly which allows us to connect it with other tools to enable automation. **What do you dislike about Help Scout?** I think the workflow options could use a few more choices & perhaps the filters are a bit wonky, but that may also be user errors on our end. **What problems is Help Scout solving and how is that benefiting you?** It's a great ticketing system for our remote teams as well as our main email system for our clients. ### 20. Probably the best help desk product i have used **Rating:** 5.0/5.0 stars **Reviewed by:** Arun G. | Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** July 05, 2019 **What do you like best about Help Scout?** I really liked the user interface of HelpScout. It's well built and a well designed product with high focus on user experience. **What do you dislike about Help Scout?** I did not have any dislikes necessarily. I was in the their free version for over 2 years until they retried the free tier and moved fully paid. **What problems is Help Scout solving and how is that benefiting you?** We were using HelpScout for the managing customer success for an eCommerce marketplace. ### 21. Great Product! **Rating:** 5.0/5.0 stars **Reviewed by:** Krystal O. | Fulfillment Specialist , Mid-Market (51-1000 emp.) **Reviewed Date:** April 27, 2019 **What do you like best about Help Scout?** I love that I am able to customize responses, inboxes, and who are "assigned" to what email. I love the color coding as well. **What do you dislike about Help Scout?** Sometimes it will say someone is on the email with me but they aren't, but that's really not a big issue. **Recommendations to others considering Help Scout:** Helpscout is great! I definitely recommend it to anyone needing email software. **What problems is Help Scout solving and how is that benefiting you?** We have many inboxes and we are able to all essentially work out of the same one but customize it to ourselves. ### 22. Superb Customer Management Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** June 14, 2019 **What do you like best about Help Scout?** Help Scout allows you to assign conversations to specific team members, but everyone can still view the conversation and action it if necessary. Saved Replies and Tags are very helpful for tracking. The Docs site allowed us to easily implement a knowledge base for our users without having to involve our development team. **What do you dislike about Help Scout?** There's very little to dislike about the product. It meets our needs perfectly. **Recommendations to others considering Help Scout:** Do it. You won't regret it **What problems is Help Scout solving and how is that benefiting you?** Help Scout has improved our response times to customer issues and allowed us to better track problems and other trends. ### 23. Great Correspondence **Rating:** 5.0/5.0 stars **Reviewed by:** Kelsey H. | Opendoor Customer Service, Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2019 **What do you like best about Help Scout?** The navigation with emails is unlike anything I have ever used before. Help Scout meets all of my organization needs and even assigns emails to others using Help Scout if those emails should not be referred back to you. **What do you dislike about Help Scout?** I have yet to have an issue using Help Scout. It has always been very simple and self-explanatory to use. I create many happy and easy experiences. **Recommendations to others considering Help Scout:** Make your own templates! **What problems is Help Scout solving and how is that benefiting you?** Sense you can assign emails to a specific person or organize emails in a group, this makes it very beneficial for the use in a big business. Along with making templates in which you can respond to people with makes things very simple. ### 24. "Help Scout is Trustworthy, Helpful, "It has changed how we do Help Desk" **Rating:** 5.0/5.0 stars **Reviewed by:** Micheal L. | Executive Director, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2019 **What do you like best about Help Scout?** The web interface for the clients is organized and simple to utilize. We use it for our interior IT Help Desk despite the fact that it is truly planned more for outer client help. In any case, that doesn't make a difference it works incredible for us. Our inside clients can undoubtedly simply present a ticket through email or a frame we made on our Intranet.The automated messages are unbelievably useful and make reacting to messages so a lot easier and pass by a lot quicker. Having the capacity to associate messages to Shopify and MailChimp is another very vital and incredibly supportive element that I'm along these lines, so content with! **What do you dislike about Help Scout?** I can't consider truly whatever I hate. I figure it doesn't generally get spam messages yet that truly hasn't been an issue and there haven't been too many.One of the components of HelpScout that I think could be enhanced, is the point at which you are communicating something specific, the custom fields show up beneath the message that you are composing. We utilize a great deal of fields to sort our tickets, so with the majority of the fields underneath an answer, we can't see the client's unique message to us. **Recommendations to others considering Help Scout:** It takes a smidgen of becoming accustomed to the extent opening messages and having them not be set apart as read-it's overly useful, only something to get utilized to.If you don't presently have a Help Desk, are sharing an inbox between representatives, or have a wild inbox, a Help Desk is an unquestionable requirement have. Particularly one like Help Scout which is constructed great for these utilization cases and is anything but difficult to utilize. However amazing. **What problems is Help Scout solving and how is that benefiting you?** We have understood that HelpScout can assist well with both, and at a genuinely sensible cost in contrast with other systems.Being ready to match up with our different frameworks (Shopify and MailChimp) has made it such a great amount of less demanding to pull up clients data and to answer to messages a lot quicker. Perceiving what number of messages should be doled out to explicit representatives causes us see who's covering what number of messages, which workers commonly cover what sorts of inquiries, and different examples like that. I have to look more into the reports tab, I'm certain there's significantly more I can do, however I'm as of now truly inspired with all that I have been utilizing. ### 25. Multifunctional, Professional. Collaborative Service **Rating:** 4.5/5.0 stars **Reviewed by:** Amanda E. | Customer Experience Team member, Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2019 **What do you like best about Help Scout?** I enjoy its ability to serve the unique functionalities of our roles. Its easy to search for conversations, to assign and organize to people in the company, and that we have full transparency. **What do you dislike about Help Scout?** I don't like that it does not offer smart text, we have to generate saved replies to get help on repetitive responses. **What problems is Help Scout solving and how is that benefiting you?** Help Scout allows us to communicate externally and still maintain our personal inboxes. Transparency allows us to have optimal flow with conversations and our customers. ### 26. User friendly platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** March 04, 2019 **What do you like best about Help Scout?** I love how simple the layout of the website is. THe layout makes it really easy to navigate and resolve cases in a timely manner. **What do you dislike about Help Scout?** I wouldn't say there is anything I dislike about the interface but sometimes shortcut keys take me places I don't mean to go on the page. Ie. I am in the middle of typing a draft and inadvertently press a key on the keyboard and I end up back in the dashboard. But I'm certain this is user error. **Recommendations to others considering Help Scout:** Truly none, the platform is delightful. My advice? Dont wait! **What problems is Help Scout solving and how is that benefiting you?** Customer inquiries and complaints are the biggest thing we resolve in helpscout. The benefits of the system are the fact that it highlights how long cases have been opened and there are stats for resolution times. ### 27. Very useful for small teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 17, 2019 **What do you like best about Help Scout?** Very easy to use and user friendly platform. You can send emails and create conversations through the system easily from an intuitive interface. **What do you dislike about Help Scout?** Not suitable for large support organizations with complex rule requirements. **Recommendations to others considering Help Scout:** If you are running a large support organization, the features may not be sufficient. However, for a basic setup, the products is the perfect fit. **What problems is Help Scout solving and how is that benefiting you?** We are using Help Scout for our technical help desk for partners. Managing support tickets and conversations as a team saved us from a tremendous work. ### 28. Uninspiring Customer Support **Rating:** 0.5/5.0 stars **Reviewed by:** Verified User in Events Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2019 **What do you like best about Help Scout?** That we can email customers back. That we can have multiple team members and out of office replies. **What do you dislike about Help Scout?** The UI is so miserable. It's clunky, not pretty to look at, not sleek and I really wish we could have a good gamifying experience so that it's a pleasure to respond to customers. **What problems is Help Scout solving and how is that benefiting you?** Responding to customers. ### 29. Helpscout review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2019 **What do you like best about Help Scout?** It makes it easy to responds to emails, customize saved replies, and transfer emails to other inboxes. **What do you dislike about Help Scout?** It's glitchy sometimes but it ultimately meets our email inbox needs. **Recommendations to others considering Help Scout:** I would recommend using Helpscout if you have to have multiple inboxes set up for various teams. It's made it easy for us to handle incoming requests and forward them to other inboxes if necessary. **What problems is Help Scout solving and how is that benefiting you?** We've been able to have multiple inboxes that serve different teams, which makes email org. much easier than it has been in the past. ### 30. HelpScout Review **Rating:** 4.0/5.0 stars **Reviewed by:** Ellie B. | CXA, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about Help Scout?** I like that everyone's mailbox is easy to access. It's especially nice if someone is out of the office and you need to jump in to help someone out. **What do you dislike about Help Scout?** It doesn't always seem to update in real time which can be frustrating. Especially if you're trying to help someone and the email they're trying to send isn't coming through **What problems is Help Scout solving and how is that benefiting you?** We use HelpScout for customer contact. It's literally an essential part of our everyday workflow. ### 31. Powerful help desk application **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** September 26, 2019 **What do you like best about Help Scout?** Help Scout allows you to quickly answer multiple tickets at once. It is a very powerful tool that helps you keep your business in order **What do you dislike about Help Scout?** There was nothing to dislike. All functions were useful **Recommendations to others considering Help Scout:** If you want a powerful, intuitive tool, try Help Scout. **What problems is Help Scout solving and how is that benefiting you?** Help Scout is useful in solving many issues in bulk, allowing more time to do other things ### 32. Clean powerful software that gets out of the way. **Rating:** 4.5/5.0 stars **Reviewed by:** Jeremy G. | Company Owner, Online Media, Small-Business (50 or fewer emp.) **Reviewed Date:** March 16, 2017 **What do you like best about Help Scout?** HelpScout's minimalist feel creates a fantastic environment for getting the job done. **What do you dislike about Help Scout?** The inability to modify contact email addresses after they have been entered. If the email is entered incorrectly the first time, you are forced to create a new contact rather than being able to edit the original one. **Recommendations to others considering Help Scout:** HelpScout will do what you need it to do without overloading you with unnecessary features. Highly recommended! **What problems is Help Scout solving and how is that benefiting you?** Customer help requests used to get buried in personal email boxes. HelpScout has solved that issue, as tickets are kept front-and-center with clear due dates and communication trails. ### 33. Great Customer Email Management for Teams! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2019 **What do you like best about Help Scout?** Saved Replies, Tagging, Workflows, and the ability to create a makeshift internal wiki of docs and procedures our customer care teams and internal support staff can use to help each other and stay on the same page. **What do you dislike about Help Scout?** None, this is a great program! I have only started using this in the past month and I’m sure the more I get to know it I’ll find some things that need improvement but so far it’s been a great experience and the concept for my team has been working great so far. **What problems is Help Scout solving and how is that benefiting you?** Staying on the same page of knowledge support and internal process flows. This is going to be a great hub for both internal and external information to stay consistent so we are giving our customers the right answers, internally and externally. ### 34. Help Scout it's amazing **Rating:** 4.0/5.0 stars **Reviewed by:** Robert B. | Employeer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2019 **What do you like best about Help Scout?** My team uses Help Scout as our Customer Support ticketing system. We also currently have our Success Team and Billing department set up with mailboxes. The benefit is that multiple users can work out of a shared inbox, assign conversations, forward to different departments, and leave internal notes on conversations **What do you dislike about Help Scout?** Knowledge Base. I wish there was more room for customization here. The current setup requires there to be Collections and Categories. If an article is uncategorized it is not searchable in the Knowledge Base. I also wish there was a feature so I could add "was this article helpful?" to report on. **What problems is Help Scout solving and how is that benefiting you?** Support. Any time I have a question or something seems to be acting up in the account (which is pretty rare) I always get a quick response from Help Scout's Support team. ### 35. Help Scout Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 02, 2019 **What do you like best about Help Scout?** User friendly All the service calls in one place Ticketing system very easy to use, and assign it **What do you dislike about Help Scout?** Cost can get expensive Other than that I have no other issues with it. **Recommendations to others considering Help Scout:** Highly responsive team eager to help out with any issues our customers might need help with **What problems is Help Scout solving and how is that benefiting you?** To help our customers with their needs and solving in a very efficient way their issues ### 36. Good Service But Needs Updates **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2019 **What do you like best about Help Scout?** I like that help scout makes it easy to assign people to tickets. **What do you dislike about Help Scout?** Help scout does not have a modern design. Also, whenever reply to an email, Help scout will duplicate that email in my inbox, instead of joining the two email together. **What problems is Help Scout solving and how is that benefiting you?** Our company use help scout to look at bugs. Our internal team will submit a bug ticket if they find a bug. We use help scout to look at these tickets. ### 37. Help Scout is very helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2019 **What do you like best about Help Scout?** My favorite part of Help Scout is the saved replies. I work in Customer Service and patients call for the same thing so it is very helpful so I don't have to keep typing up the same email. **What do you dislike about Help Scout?** Luckily, I have not found anything that I dislike about Help Scout yet. **What problems is Help Scout solving and how is that benefiting you?** I use Help Scout as a liaison with the patient and doctor's office. Typically I will send a response that I received from the office or will send itemized statements so it's a great way to communicate without having to call patients since we already have a high call volume. ### 38. Great for customer tickets **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2019 **What do you like best about Help Scout?** Very easy to use and is a great way to manage customer support tickets for support teams. **What do you dislike about Help Scout?** Chat functionality is alright, could be better and be more customizable. We aren't able to change people from having to put in an email address before they start a chat. **Recommendations to others considering Help Scout:** Definitely try it out as a chat tool and see if you like it. Would recommend it for anyone wanting to manage ticketing. **What problems is Help Scout solving and how is that benefiting you?** Managing customer support tickets and allowing users to chat with our team on our website and software. ### 39. HelpScout for Start-Ups **Rating:** 4.5/5.0 stars **Reviewed by:** Skye E. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2018 **What do you like best about Help Scout?** I like the documentation feature. We are able to host our help documentation within our application using some key integrations. It's very self service and convenient for SaaS customers. **What do you dislike about Help Scout?** The only thing I dislike about HelpScout is ticket grouping tickets is a bit inflexible. I would like to create more specific groupings to drill down more minutely. There could also be some improvements in analytics all around. **Recommendations to others considering Help Scout:** This product has worked really well for our small business. I am not sure what scale looks like, so please review enterprise company reviews to make additional purchasing/evaluation decisions. **What problems is Help Scout solving and how is that benefiting you?** HelpScout allows us to communicate to our customer base across multiple touch points. The integrations are great, we're able to alert our Google inboxes when new cases come in and are able to engage across the full customer lifecycle. ### 40. Help Scout is Awesome **Rating:** 4.5/5.0 stars **Reviewed by:** Renee O. | Guest Relations, Hospitality, Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2019 **What do you like best about Help Scout?** Our team can view, follow, comment and respond all on one ticket. It helps to alleviate double work. **What do you dislike about Help Scout?** It gets a little difficult when moving to other teams and forwarding with photos. **Recommendations to others considering Help Scout:** I highly recommend this product. **What problems is Help Scout solving and how is that benefiting you?** Organization of our teams and tracking of our projects. ### 41. Ticketing made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Catherine V. | Test Administration Center Manager, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** February 21, 2019 **What do you like best about Help Scout?** We can have multiple groups responding in and out of emails seamlessly. The reporting is fantastic and makes my job as a leader easier. **What do you dislike about Help Scout?** I would like to see busiest time of day simplified by hour instead of by time of day. **What problems is Help Scout solving and how is that benefiting you?** We can pull careful data on handle times to help staffing. Also, we are able to evenly distributed among different team members for fairness. ### 42. We stopped using Gmail for sales and service **Rating:** 5.0/5.0 stars **Reviewed by:** Peter C. | Advisor to Startups (Pandadoc, Pantheon, Grapevine Logic), Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2019 **What do you like best about Help Scout?** We have a team of 15 people - across our executive team, sales, support, customer onboarding and engineering - who help our free and paying customers. Help Scout gives us full visibility into every interaction so that we can get specialists quickly up-to-speed on a customer's needs. **What do you dislike about Help Scout?** I wish the automating routing was available in the lower-priced edition. We do a bit of a workaround to route tickets. **What problems is Help Scout solving and how is that benefiting you?** Providing efficient support to our prospects and customers. ### 43. It has changed how we do Help Desk **Rating:** 4.5/5.0 stars **Reviewed by:** Brian K. | Vice President - Technology, Construction, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2018 **What do you like best about Help Scout?** The web interface for the users is well put together and easy to use. We use it for our internal IT Help Desk even though it is really designed more for external customer help. But that doesn't matter it works great for us. Our internal customers can easily just submit a ticket via email or a form we created on our Intranet. I really love all the workflow options that can control which members of the HD team get notified and when. It is always fast and it is easy for my team to search our 5 years of history in the system to see if the problem has already been solved by a peer. **What do you dislike about Help Scout?** I don't really dislike anything but, like any product, I wish there were a few features added. For example, you can place a ticket (conversation) into a Pending state but I wish there was a date field to have it automatically become active again on that date. **Recommendations to others considering Help Scout:** It is pretty easy to use once we you get your email addresses linked. Learn how to use the Work Flow features! **What problems is Help Scout solving and how is that benefiting you?** Helping my IT department keep on top of user requests and not loose track of them. I have the ability to easily monitor what's going on both just poking around but also by running various built-in reports. ### 44. Easy Solution **Rating:** 3.5/5.0 stars **Reviewed by:** Chandler C. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2019 **What do you like best about Help Scout?** I like how simple it is to reassign tickets as needed between users and even mailboxes **What do you dislike about Help Scout?** I dislike how often we see issues with loading tickets and drafts being saved. Also there are some bugs when creating a new ticket that cause the program to freeze. **What problems is Help Scout solving and how is that benefiting you?** Helps us keep all conversations in one spot and allows for future callers to have a better experience when we have easy access to their history ### 45. Awesome ticket managing tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 22, 2019 **What do you like best about Help Scout?** Easy and user friendly interface. Clean GUI **What do you dislike about Help Scout?** Formatting can be improved. Merged tickets should be unmerged when needed. **What problems is Help Scout solving and how is that benefiting you?** Ticket management ### 46. Very user-friendly and easy! **Rating:** 4.5/5.0 stars **Reviewed by:** Karina L. | Customer Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 19, 2019 **What do you like best about Help Scout?** Really enjoyed using Help Scout in our Customer Support role - very easy to manage multiple emails from the same customer and keep track of issues. The built in reporting was also very helpful to utilize. **What do you dislike about Help Scout?** We rarely used the Chat Feature, so I cannot say I had much experience with that. **What problems is Help Scout solving and how is that benefiting you?** Customer issues, being efficient in solving customers problems and responding to them in a reasonable time have been the most beneficial. ### 47. Average **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** February 12, 2019 **What do you like best about Help Scout?** The simplicity of Help Scout along with it's ease is the best part. Beacon is interesting, but perhaps a bit constricting to work with. **What do you dislike about Help Scout?** Ironically, the simplicity of Help Scout is also the worst part. There are not many app integrations, and a lot of their functions are relatively new. They have a mobile app, but there is no chat support on the app. **Recommendations to others considering Help Scout:** Research all similar softwares out there to see what will provide you with what exactly you need. HIPAA compliance is of upmost importance to us, so that's why we chose it. **What problems is Help Scout solving and how is that benefiting you?** Traffic cop is a great feature that Help Scout has. Help Scout is HIPAA compliant which is the number one reason we chose Help Scout over ZenDesk. ### 48. HelpScout Review **Rating:** 3.0/5.0 stars **Reviewed by:** Gabriella S. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2018 **What do you like best about Help Scout?** I like the help center feature of HelpScout. My computer uses this for our Support Help Center, and many of our customers visit this page for assistance. I love the ability to format the support page to our liking (our branding engineer did the whole design, and we were able to apply it to HelpScout's content). We use HelpScout so much for adding new articles, having other employees edit articles by logging into the system, and receiving feedback on the articles. **What do you dislike about Help Scout?** One of the elements of HelpScout that I think could be improved, is when you are sending a message, the custom fields appear below the message that you are typing. We use a lot of fields to categorize our tickets, so with all of the fields below a reply, we cannot see the user's original message to us. I wish that the fields were moveable so that we could see the user's original response, and reply directly to that. Instead, we have to scroll down to read their message, scroll up to type our response, and repeat as necessary, which really interrupts the workflow of ticket response. **Recommendations to others considering Help Scout:** If you are thinking about Help Scout for your company, definitely keep in mind that they are continually working to improve their product, which is great. Even if it does not do everything you need it to right now, they continually work with customers to get the features they need. **What problems is Help Scout solving and how is that benefiting you?** We use HelpScout for ticketing and for our Help Center. We have realized that HelpScout can help well with both, and for a fairly reasonable price in comparison to other systems. ### 49. Fast, easy, customizable help desk for teams of any size **Rating:** 5.0/5.0 stars **Reviewed by:** James H. | Web Design and Developer, Religious Institutions, Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2019 **What do you like best about Help Scout?** The ease of use, great UI, and Saved Replies feature make HelpScout great and, dare I say it, fun to use. **What do you dislike about Help Scout?** Nothing, I enjoy everything about HelpScout. **Recommendations to others considering Help Scout:** This is the best system that I’ve ever used to effectively and efficiently response to customer needs. **What problems is Help Scout solving and how is that benefiting you?** Customer support with efficiency. Our response times were very low because of this product. ### 50. Helpscout Review from 3 years of use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2019 **What do you like best about Help Scout?** Ease of use and intuitive UI with room to add more complexity if that is what you want or need. The **What do you dislike about Help Scout?** I don't have very much I dislike about helpscout other than I wish it would intergrate with some of our other systems more. **What problems is Help Scout solving and how is that benefiting you?** IT support and customer service. It is great at tracking tickets and logging notes for teams. ## 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=6§ion=pricing&secure%5Bexpires_at%5D=2026-08-10+19%3A55%3A08+-0500&secure%5Bsession_id%5D=be1bf4d0-549b-42b7-9319-0430de1b8caa&secure%5Btoken%5D=55f8720c06da084b440e70fdfc31302db2edddd50e8e8412f1953e87906cbc3f&format=llm_user) ## Help Scout Integrations - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [Google Analytics](https://www.g2.com/products/google-analytics/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) ## Help Scout Features **Additional Functionality** - Third-Party Integrations - To-Do List - @mentions - Single Sign On - File Management - Activity Dashboard - Drag & Drop - Alerts/Notifications - Prioritization - Access Controls/Permissions - Screen Sharing - Content Management - Brainstorming - AI Copilot - File Transfer - Calendar Management - Status Tracking - Real-Time Notifications - Version Control - Task Management - Activity Tracking - Real Time Editing - Communication Management - Chat/Messaging - Tagging - Generative AI - Assignment Management - Task Scheduling - Project Management - Collaboration Tools - Workflow Management - Secure Data Storage - File Sharing - Document Storage - Task Progress Tracking - Discussions/Forums - Commenting/Notes - Reporting & Statistics - Contact Management - Video Conferencing - Progress Tracking - Mobile Access - API - Document Management - Customizable Branding **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Sorting & Filtering** - Attachment Search - Tags - AI Sorting - Predefined Rules **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech - Generative AI **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - In-App Messaging - Real-Time Notifications - Real-time Consumer-facing Chat **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Analytics** - Trends - Performance Tracking **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Integrations** - Microsoft Outlook Integration - Gmail Integration - Apple Calendar Integration - Social Media Integration - Third-Party Integrations **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Self-Service Platform** - Branding - Automation - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Time Management** - Unified Inbox - Email Automation - Snooze **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Generative AI** - AI Text Generation - AI Text-to-Speech - AI Text Summarization - Generative AI **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Agentic AI - Email Management** - Autonomous Task Execution - Cross-system Integration **Additional Functionality** - Whitelisting/Blacklisting - Customizable Fields - Signature Management - Shared Inboxes - Email Distribution - Prioritization - Customizable Forms - AI Copilot - Mobile App - Routing - Activity Dashboard - Collaboration Tools - Inbox Management - Queue Management - Drag & Drop - Contact Management - Email Marketing - Data Recovery - Archiving & Retention - Real-Time Monitoring - Autoresponders - Multiple User Accounts - API - Real-Time Analytics - Customer Segmentation - Search/Filter - Support Ticket Management - Canned Responses - Workflow Management - Reporting/Analytics - Chat/Messaging - Response Management - Email Templates - Email Monitoring - Campaign Management - Email Tracking - Access Controls/Permissions - Spam Blocker - Alerts/Notifications - Customizable Templates - Real-Time Reporting - Tagging - Campaign Analytics - Workflow Automation **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Help Scout Alternatives - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,450 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,733 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,678 reviews)