--- title: Help Scout Reviews meta_title: 'Help Scout Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 429 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: 429 scale: '5' date_modified: '2026-08-01' 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:** 429 ## 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. Simple but does exactly what it needs to do **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** July 05, 2016 **What do you like best about Help Scout?** We can send emails as though we are the recipient without any complication. When we need support from the company, they have been very responsive with fixing issues. **What do you dislike about Help Scout?** It is so simple that it is sometimes inflexible. The interface design is dated and it does not tie in to as many other apps as alternatives. **Recommendations to others considering Help Scout:** The best way to appreciate it is to try it. **What problems is Help Scout solving and how is that benefiting you?** We as a team quickly respond to support requests and track how quickly we respond. It has made our organization much more responsive to customers. ### 2. Great customer service software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Writing and Editing | Small-Business (50 or fewer emp.) **Reviewed Date:** January 09, 2017 **What do you like best about Help Scout?** Easily locate tagged items and assigned messages. **What do you dislike about Help Scout?** Difficult to search through archived messages without having specific info. **What problems is Help Scout solving and how is that benefiting you?** customer supports. favorite benefit is being able to see that a customer has viewed my response. ### 3. Help Scout **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** January 06, 2017 **What do you like best about Help Scout?** Help Scout offers really great assistance and a good product **What do you dislike about Help Scout?** Some bugs in the code have caused minor inefficiencies with work. **What problems is Help Scout solving and how is that benefiting you?** This service provides good record keeping but can be messy to read. ### 4. Help Scout: A Living Tribute **Rating:** 4.5/5.0 stars **Reviewed by:** Harrison B. | Support Team, Internet, Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2016 **What do you like best about Help Scout?** Help Scout is hands down the easiest helpdesk software I've ever used. We looked into some other competitors and Help Scout is very personable and treats customers like people, not like numbers. **What do you dislike about Help Scout?** Help Scout is still missing a more robust and comprehensive reports system and some key integrations for live chatting, phone calls, and twitter. **What problems is Help Scout solving and how is that benefiting you?** Help Scout enables our support team to function. I use it 8 hours a day while I'm at work! ### 5. Love the Docs feature **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2016 **What do you like best about Help Scout?** The tool is simple and easy to use, but still meets our needs. The ability to create a help content library through their Docs feature was very simple. Love that you can add your own keywords and related articles. **What do you dislike about Help Scout?** Nothing in particular stands out to me at this time. **What problems is Help Scout solving and how is that benefiting you?** We needed one place to manage our customer support & help content for multiple products. There is no question who is handling what ticket, and we can see if people are searching for topics we don't have any help content on. We didn't have those capabilities before. ### 6. Love it! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2016 **What do you like best about Help Scout?** I like how easy it is to assign conversation between teammates, keep track of your own conversations, organize conversations, make note to teammates about conversations etc. **What do you dislike about Help Scout?** helpscout will have outages every once in a while - sometimes lasting 1/2 hour **Recommendations to others considering Help Scout:** BUY IT **What problems is Help Scout solving and how is that benefiting you?** Email communication with customers ### 7. Perfect for our small team **Rating:** 5.0/5.0 stars **Reviewed by:** Ken G. | Senior Technical Project Manager, Publishing, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2015 **What do you like best about Help Scout?** Help Scout offered just the features our four-person team needed without bells and whistles that we would never use. At the same time, it was flexible enough to accommodate us as our needs changed in the last two years. **What do you dislike about Help Scout?** I'm very much looking forward to a dedicated mobile app for Help Scout! **What problems is Help Scout solving and how is that benefiting you?** We previously relied on Outlook and offline meetings to coordinate ticket assignments and resolution. Help Scout afforded us accountability and transparency, while producing reports so we could quantify our performance. ### 8. Exactly what we needed; smooth, well-designed, and a great experience for our customers **Rating:** 4.5/5.0 stars **Reviewed by:** Ian S. | User Experience / Senior Support Manager, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** January 23, 2015 **What do you like best about Help Scout?** Keyboard shortcuts; simple and modern UX design; great visual styling on the Docs side; totally invisible experience for the customer, aka looks like they're just emailing with me directly; easy lightweight tracking of customers using integrated contacts system. Basically all the things they've chosen to focus on, Help Scout has executed excellently. **What do you dislike about Help Scout?** The knowledge base (Docs) is attractive and lightweight, but lacks some polish. The visual editor is sometimes unpredictable and stuttery. The concept of sites, collections, and categories can be a little cumbersome. If you've used a generic content management system like WordPress or Joomla before, Docs feels a tiny bit clumsy. For instance it is not possible to move an article from one Collection to another; it needs to be copied / deleted instead. Little things like that add up, but not to the point that we've desired to switch to another knowledge base system. It would be nice to be able to export tickets into XLS or CSV format for offline reporting. Evidently that feature is in the pipeline somewhere (?) but I haven't seen it yet. It would be nice to trigger automatic ticket workflows based on words found in the BODY of the message. Reportedly this is a much-requested feature and (at the time of this review) it might be coming soon. **Recommendations to others considering Help Scout:** As long as you're not trying to add any custom fields or fancy metadata to your tickets, I can't imagine a support ticketing system that is simpler to get up and running, start using, and start delivering great experiences to users and customers. Do your research on all competitors, for sure. Try to be clear about what you need to deliver internally and externally in your help desk. Then, take advantage of all the free trials that you can -- Help Scout's own was the thing that sealed the deal for us. **What problems is Help Scout solving and how is that benefiting you?** Run basically 100% of customer support (short of phone calls) for our roughly 400 owner / users and their assistants and team members. We switched over to Help Scout from Freshdesk and have found it to be a much better fit for our needs. Freshdesk is a bit of all-things-to-all-people and therefore is much more complex than what we really needed. Help Scout hits the bullseye -- we've lowered our response and closing times, and fumbled email messages much less, since switching. We're happy internally since Help Scout is so much more streamlined, and our customers are happy to hear from us more quickly. ### 9. A simple and powerful tool for customer support! **Rating:** 5.0/5.0 stars **Reviewed by:** Danielle L. | User Research Center - Lab Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2014 **What do you like best about Help Scout?** HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email Service Providers like MailChimp and Campaign Monitor, KISSmetrics, Google Apps, and more which are very easy to set up and get started. There are also reporting tools to track productivity, # of replies, and volume. In addition to the help desk/mailbox feature, HelpScout also offers a documentation tool for knowledge bases. I have been using HelpScout for 2 years at Litmus and I absolutely love it - and my team does, too! **What do you dislike about Help Scout?** I wish there was a bit more reporting and foreign language translation support for tickets. Small things, but would be very helpful for us! **Recommendations to others considering Help Scout:** It's very easy and you can get started in a few minutes. Much better than other help services I've tried (Desk.com, FogBugz) and integrates other support tools we use (Olark, Grasshopper) for live chat and phone. **What problems is Help Scout solving and how is that benefiting you?** HelpScout makes it incredibly easy to collaborate on tickets with a team, and customize workflows and saved replies. Our average handle time is around 3 minutes per ticket! It's also easy to add new mailboxes for different products or teams, and easy for one team to move a ticket to another team's inbox. ### 10. Help Scout is seriously the best. **Rating:** 5.0/5.0 stars **Reviewed by:** Matthew S. | Happiness Engineer / Diocese Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** January 22, 2015 **What do you like best about Help Scout?** It prevents me from never losing track of a conversation that I may forget about over the course of a day, because unlike a normal inbox, an email that hasn't been responded to still appears as if it hasn't been read. This is an invaluable feature! **What do you dislike about Help Scout?** It's pretty minimal, really. The only thing I wish were different is being able exclude any forwarded emails to a fellow employee from being sent in a reply to a customer. Otherwise, there's literally nothing I dislike! **Recommendations to others considering Help Scout:** It will make your support and customer service life SUBSTANTIALLY easier. Not only do they provide a great product, but often the highlight of my work week is reading their outstanding advice blog. It constantly helps me improve my style and thought process at work. **What problems is Help Scout solving and how is that benefiting you?** We're able to track the satisfaction of our customers, and even better than that we're able to ensure that any customer who sends us an email gets a reply, thanks to the way they have their inbox set up. ### 11. Great Product! **Rating:** 4.0/5.0 stars **Reviewed by:** Lisa D. | Senior Creative Lead, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2014 **What do you like best about Help Scout?** The interface in Help Scout is well designed and laid out clearly so it's easy to use. It's easy to respond to customers, especially with the option for Saved Auto Replies. It is also nice to see the different reports available through Help Scout. A nice feature in the future would be more of a breakdown of each customer. (How many conversations were closed for them specificially, and which ones.) **What do you dislike about Help Scout?** The only issue we have really is the inability to delete customers. We have multiple customer profiles setup for the same person, so our backend is somewhat of a mess. Thankfully we are now able to change customers easily, but in the future it would be nice to delete duplicate customer names. **Recommendations to others considering Help Scout:** I highly recommend checking out Help Scout! The interface in Help Scout is well designed and laid out clearly so it's easy to use. Whether you have a small team or a large team, work is kept organized through multiple shared mailboxes with internal notes. I have run into a couple hiccups here and there, but Help Scout always responded quickly with answer. They have great customer service! **What problems is Help Scout solving and how is that benefiting you?** By using Help Scout, my team is able to effectively complete client work and keep communication in one spot. Our clients appreciate the Auto Replies and the ease of communication through Help Scout. ### 12. Probably wouldn't have survived without HelpScout! **Rating:** 5.0/5.0 stars **Reviewed by:** Fhiwa N. | Startup Concierge, Venture Capital & Private Equity, Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2014 **What do you like best about Help Scout?** The longer you use HelpScout, the more abundantly clear it becomes that its developers care deeply about customer satisfaction. From updates to the dashboard to integration with Google Apps, I've found just about every new feature incredible helpful. No fluff! It's easy to appreciate new features that don't get in the way, but instead tackle real user pain points. **What do you dislike about Help Scout?** I'm holding my breath for the HelpScout mobile app! A lot of customer support happens on the fly and I'd like the ability to use HelpScout away from my desktop. **Recommendations to others considering Help Scout:** Think carefully about how you're going get the buy-in you expect. HelpScout is not difficult to implement, it is not difficult to use, and it is exceedingly simple to get hooked onto. But its true value can only be realized through its implementation across an organization. Once you achieve that, it's pretty smooth sailing. **What problems is Help Scout solving and how is that benefiting you?** At MassChallenge, we're focused on scaling our business. The question is, "How can we help more entrepreneurs win?" Over the course of the next five years, we hope to support the growth of at least 2,000 new startups. That's a huge number, but then again, so was 400 startups before we achieved it. We have delivered more exceptional customer service to our startups every year by relying on HelpScout's quick and painless product and by learning to expect and trust its continual improvements. ### 13. Great, simple and fairly intuitive to use product **Rating:** 4.5/5.0 stars **Reviewed by:** Jeff B. | Managing Director of Customer Success, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2014 **What do you like best about Help Scout?** I love the fast and good support. Usually I get a response the same day, frequently within 10-20 minutes with a legit answer (not a "we've received your email..."). Some things obviously take longer, but they strive in being attentive. They know when to apologize. There was one day in particular when the system had a very bad day and I was pulling my hair out trying to serve my own customers...At the end of it, we all got an email from one of the founders 1) apologizing and promising to make things right. And his promise held—things were made right. *Quick note on above: I've been using Helpscout for a year now and had three days where it wasn't 100% uptime. Two times it was minimal and most of my team didn't notice, the above mentioned one was the bad time. In speaking with other SAAS businesses, Helpscout's uptime is amazing (others are happy if they only have 2-3 days a month with issues). Lastly, they've built a great, simple product that doesn't require a ton of learning. Totally read their blog, articles, and ebooks. With a complete career change, I needed much and Helpscout's been able to deliver the training capacity for learning to build and train a support staff. **What do you dislike about Help Scout?** As intuitive as it is, it can be much more intuitive. There are customizations that are hard to either locate or figure out what they affect. There are also user settings (admin and non) which aren't clearly notated or described, so some of the things that'd be helpful that are only available to admin have actually caused questions/issues with my own customers (because my team didn't have access to X). Reports are pretty good, but they can be way better. Comparing current period to prior period is a great lift, but there are so many other things that'd be great to prepare. Unless you are or have access to an engineer that has spare time to put in webhooks and suck down data, there's not an easy or simple way to look at multiple periods for trends and use it for analysis. **Recommendations to others considering Help Scout:** Do their demo. Then call them and talk to them. Then try their support, they're quick—and it's not because you're a prospective client either! **What problems is Help Scout solving and how is that benefiting you?** We needed a collaborative basis to communicate with customers, resolve questions, issues, needs, track customer conversations, and an amazing tool that can be easily used and picked up by remote employees all over. It has seriously helped us advance our support to our own customers and has made our customers raving fans because of it's stability, reliability, and training with how to serve and honor customers. It's been beneficial to us with tracking, recording, corresponding externally and internally re: different tickets. It's one source, it provides the basic reporting to know where we stand with customers, we can tag and track different types, search for delighted and happy customers to use for marketing efforts, and so much more. Definitely recommend it. ### 14. Amazing company with an amazing product and top-notch service **Rating:** 5.0/5.0 stars **Reviewed by:** McKane D. | Co-Founder, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2014 **What do you like best about Help Scout?** The UI is done impeccably and you can tell that they really care about how the software looks and functions. It has changed the way that we do customer service here and it's help us make our customer service reps more effective, more efficient and happier. HelpScount (the company) provides fast, helpful support and they listen to our suggestions and ideas. They are one of our most trusted and favorite partners. **What do you dislike about Help Scout?** Nothing. We love the product and the service. **Recommendations to others considering Help Scout:** I have already recommended Help Scout to dozens of colleagues and friends. Those who have tried it are current customers and love it. I always say the same thing when I recommend it to others: It's easy to use, elegantly designed, impeccably maintained and it will save you time and money. **What problems is Help Scout solving and how is that benefiting you?** We've been using HelpScout for quite some time now. They have totally changed the way that we handle and think about customer service. The software is elegant and easy to use and new employees get up to speed in a very short amount of time. There is virtually no learning curve. We have also asked many questions and had their support team help us use the product better. Last, but not least, their Blog is full of amazing customer service ideas and lessons. We all follow their blog here internally and read and discuss their blog articles. Not only do they provide a killer product, but they also provide education for our customer service reps so we can service our customers better. ### 15. Can't imagine life without it. **Rating:** 5.0/5.0 stars **Reviewed by:** Gino G. | President/CEO, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2014 **What do you like best about Help Scout?** My team has been using help scout for just over 6 months. I am pleased to say we are extremely satisfied and impressed with it. As Apple technology consultants, we are somewhat picky about technology solutions (go figure!). Help Scout was easy to set up, learn and we had no gap in our productivity after the transition. It has just enough of the right features to be useful, without being bogged down in too many options. Our clients have no idea anything changed on the back-end, but we have a much easier time helping them out. The fact that they can use one email to work with everyone on our team seems like magic. Our staff unanimously love it as well, we enjoy having notes conversations about emails before someone responds to our client and I enjoy perusing closed tickets to remind me how awesome my employees are. **What do you dislike about Help Scout?** We have to keep a good eye on the spam filter. Once every few weeks, an inquiry may go there. We check it daily and it hasn't created any problems. **Recommendations to others considering Help Scout:** The chief benefit is that it doesn't feel like a ticketing system. Customers just send a plain 'ol email as they alway have and we take care of the rest. The resulting communication feels like a conversation with a person and not overly mediated by a robot. **What problems is Help Scout solving and how is that benefiting you?** We use this to manage requests for help from Chicago businesses that use us for consulting and tech support. We have also recently started using it to host our internal knowledgebase for staff training, on boarding, and documenting processes. ### 16. Solid customer support that's invisible to the customer **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick C. | Co-Founder & CEO, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** October 07, 2014 **What do you like best about Help Scout?** 1. Non-existent to customers: No messy support ID numbers or impersonal support links. Everything looks as if it's coming directly from an email. 2. Unified Team Support and History: Design is clean and allows everyone to not only see support requests or questions coming in, but the internal design smoothly allows you to route to the right team member, while still seeing the history of the request and that customer. 3. Help Scout Docs: Add-on to Help Scout support, but interacts and connects seamlessly to help handle support requests and route individuals to learn a bit more. Found it reduces customer interactions and also makes those that do come in and chat with us that much happier. **What do you dislike about Help Scout?** 1. Would like to export our analytics: Help Scout has an API so I could use that, but when I'm in our analytics/reports it'd be nice to export the raw data for my own purposes. I feel like this is somewhere in the product though, so I may be just not seeing it. **Recommendations to others considering Help Scout:** Go through their free trial and actually chat with members of their team. They're extremely friendly and helpful and also really listen to customers when making product decisions. During your trial period I'd also be sure to test out the product from the perspective of someone receiving support. **What problems is Help Scout solving and how is that benefiting you?** In terms of benefits, I'd say we're solving the problem of having the right tool to offer as world class support as possible. What I like about Help Scout is it makes your support: 1. feel personal, 2. feel super professional, and 3. remain exceptionally easy for our support team. Overall, I'm a very happy customer and don't envision us needing to move on to any other platform even as we grow. ### 17. Makes answering email faster & keeps customers happier **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew W. | Founder, Startup CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** October 07, 2014 **What do you like best about Help Scout?** Help Scout allows me to zip through email quickly by using shortcut keys, so responding to people is easy. And when my customers get an email response, it looks good, like something they'd get from a friend. (Unlike most other help desk software that spits out email that looks like a corporation produced it.) I feel like it's so clean and simple that it's almost as if Apple created their software. After I started using it, I was so excited that I personally emailed the founder and thanked him for making it. **What do you dislike about Help Scout?** I was going to say that I dislike the lack of mobile app, but there's a 3rd party mobile app that does exactly what I need. It's simpler than gmail. **Recommendations to others considering Help Scout:** I was hesitant to switch to a new help desk because so much of my data was locked in another app. But someone on my team had our email go into both the old system and Help Scout. Then she logged me into Help Scout and showed me how much better it was. She said, "Now, you can keep the old system or use Help Scout. Both work. Which do you prefer." I replied to 3 customer emails and I was instantly convinced. We switched immediately and have been happy ever since. **What problems is Help Scout solving and how is that benefiting you?** I want to quickly reply to customers and make the experience feel as natural as emailing my friend. Help Scout allows me to do that. ### 18. Scalable, Flexible, World Class (Why Promoboxx Loves Help Scout) **Rating:** 5.0/5.0 stars **Reviewed by:** Sonciary P. | Co-Host, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2014 **What do you like best about Help Scout?** After landing our first big client, we needed to (very quickly) identify and launch a world-class, yet invisible help desk that could immediately support thousands of customers. We looked at several platforms and decided to go with Help Scout after a test drive. The best part? On-boarding the Promoboxx support team and adding multiple mailboxes to assist our growing list of clients was incredibly easy. Help Scout scales alongside our business and provides the same attentive support to us that we provide our customers. We love them for that. **What do you dislike about Help Scout?** We would love to have more Help Scout Docs customization flexibility (a feature that powers our Support and Academy centers). **Recommendations to others considering Help Scout:** Give Help Scout a test drive. I think you'll find the product and the team amazing to work with. **What problems is Help Scout solving and how is that benefiting you?** We work with Fortune 500 brands and their hundreds of thousands of retail partners. Promoboxx must ensure that any question or comment a retailer has is quickly and easily serviced and resolved. ### 19. Help Scout is terrific for handling email support **Rating:** 5.0/5.0 stars **Reviewed by:** Micah B. | Support Lead, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2014 **What do you like best about Help Scout?** Terrific for handling email support, has quite a few customization options to fit my workflow. We also like how we're able to pull in social mentions(via Zapier) and phone voicemail(through native integration) to make it a single point of contact for our support team. **What do you dislike about Help Scout?** Would like to see more granular reporting options. Improvements are a nice step but some better controls around stats for tags and more controls for different timeframes would be great. **Recommendations to others considering Help Scout:** In addition to providing a great in-app experience, the Help Scout team is terrific and responsive in helping to troubleshoot problems should you need to ask. **What problems is Help Scout solving and how is that benefiting you?** As someone who lives in Help Scout 40+ hours a week, it does a tremendous job of helping us support our users. We use it to help understand where our support problems come from, to communicate with users, even funnel social mentions to our inbox so it can be treated like a Support To-Do list. ### 20. They practice what they preach! **Rating:** 5.0/5.0 stars **Reviewed by:** Malin S. | Wow! Engineer, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** October 14, 2014 **What do you like best about Help Scout?** 1. The product and its simplicity 2. Continuous integration of new features 3. They know what they are doing. Help Scout's customer support really demonstrates this. They not only know how to create a great platform but to also interact/support their own users. 5. The ability to customise (CSS/HTML) in Docs 6. Their understanding of what their users want/need. 7. It caters to a large variety of purposes but never feels impersonal or corporate. **What do you dislike about Help Scout?** 1. Not much, really ... 2. Further custom Javascript and CSS/HTML features would be great for Docs, especially within editing articles rather than having one section to implement this. It certainly works with the current system but in terms of functionality, it could be improved. **What problems is Help Scout solving and how is that benefiting you?** We're able to interact better with our users. We've improved the overall pedagogic aspect of how to use our website and have been able to provide answers in a very simple way. ### 21. Lightweight, Transparent, & Flexible **Rating:** 4.5/5.0 stars **Reviewed by:** Ben C. | VP of Customer Acquisition, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** October 09, 2014 **What do you like best about Help Scout?** We like that Help Scout emails are transparent to our users. Messages we send aren't cluttered with branding and noise generated by the helpdesk software. It's a very natural email experience. **What do you dislike about Help Scout?** We have some ideas about how Help Scout could improve their reporting and add a few extra helpdesk features. On the bright side, they've been very responsive to our ideas in the past, and we notice new product improvements every month. **Recommendations to others considering Help Scout:** Pick Help Scout if you are interested in operating a lightweight, easy-to-use, and customer-friendly helpdesk. We're a relatively small technology startup. If you are a very large enterprise, there are likely technically better but less user- and customer-friendly options. **What problems is Help Scout solving and how is that benefiting you?** We are trying to make a difference in the ticketing industry, which is notorious for fraud, bad user experiences, and poor customer support. Help Scout provides us with the toolkit to surprise and delight customers with prompt and friendly service. ### 22. Help Scout is THE BOMB **Rating:** 5.0/5.0 stars **Reviewed by:** Forest L. | Founder, E-Learning, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2014 **What do you like best about Help Scout?** I love how simple and minimal the user interface is in Help Scout. There aren't loads and loads of features we don't need, which I've had to deal with in other support ticket system software, almost always. Help Scout is a simple, but powerful shared space for our team to collaborate as we take care of our customers. The best part? Our customers experience of getting help from us is a plain, personal email from us. They don't have to login and interact with a support ticket website to get help from us. So freaking cool. Also, their support is over the top awesome. They know how to treat their customers well. They're all super helpful and warm. Human to human support that feels like my friends are helping me out with issues. Perfect support. Lastly, they are content marketing pros. I watch their blog posts not just for the useful content they publish, but also to learn from how they do their content marketing. Great stuff all around. **What do you dislike about Help Scout?** The one downside of Help Scout currently is that we can't include multiple team members on internal notes/discussions we have about a ticket. Only one person can see an internal note on your team...the person you assign the ticket to after you leave an internal note. It would be better for us if internal notes functioned like discussion threads in Basecamp, where you can select multiple team members to be looped in on a discussion thread. **What problems is Help Scout solving and how is that benefiting you?** Taking care of our customers questions and issues in the fastest, simplest way possible. What's important to us is that people feel well taken care of. If that happens, they talk about our business to their friends and we get free word of mouth marketing. Help Scout makes it super easy for us to deliver great customer experiences. Simple and fast for our team and our customers. This is the way support software should be. ### 23. Simple support software that gets out of your way so you can help your customers **Rating:** 5.0/5.0 stars **Reviewed by:** Sara S. | Community Manager, Mechanical or Industrial Engineering, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2014 **What do you like best about Help Scout?** Their integrations with the other SaaS products we use, like Slack, and robust reports allow us to share our progress and needs with the rest of the company. At a glance, I can see who needs help. This allows me to quickly answer customers or assign an issue to another support team member who can take care of them better than I can. **What do you dislike about Help Scout?** Some things need to be done manually while the product is built-out. This is never a problem as it allows for customization and the HelpScout team is so responsive. **Recommendations to others considering Help Scout:** Try it out! There is no obligation as it's a monthly subscription. Your customers will see benefits right away and then you'll never want to stop using it. **What problems is Help Scout solving and how is that benefiting you?** HelpScout is a large part of our customer success program. It helps us stay connected and "wow" our customers with exceptional service. ### 24. Why Zendesk Lost **Rating:** 5.0/5.0 stars **Reviewed by:** Jamie M. | Marketing Coach and Business Development Expert, Management Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** October 07, 2014 **What do you like best about Help Scout?** The simplicity for myself and my team, and the awesome support they've given, any time I've needed anything. **What do you dislike about Help Scout?** The only thing i can think of is no native mobile apps, but it works on mobile browsers, and i prefer to let my team take care of the inbox anyway, so dont really need it mobile for me... :) **Recommendations to others considering Help Scout:** give it a try, if you're looking for something that'll support clients, in an invisible way, this would be what I'd recommend for you... **What problems is Help Scout solving and how is that benefiting you?** Making life simple to support our clients Traceability and accountability for tasks SLA's too in the reporting so we can see that we're getting better each week and month in terms of responsiveness ### 25. Simplified communication with our users **Rating:** 4.5/5.0 stars **Reviewed by:** Gabe S. | Social Media Manager, Restaurants, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2014 **What do you like best about Help Scout?** Simple design, excellent customer service, great collaboration tools. Our team works remotely and has benefitted greatly from being able to improve how we communicate with our users. **What do you dislike about Help Scout?** Responding from the inbox can feel a little uncertain sometimes because we're not always 100% sure who will receive the email. **What problems is Help Scout solving and how is that benefiting you?** We were attempting to respond to user questions through many different email addresses. Helpscout has given us a shared dashboard to see which accounts need attention. It has helped us to streamline where to direct users, which has helped us reduce the number of email accounts we were using, which made it easier for users to contact us whenever they have questions. ### 26. Perfect solution for your email support team **Rating:** 4.5/5.0 stars **Reviewed by:** Scott M. | Support & Operations Manager, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** October 07, 2014 **What do you like best about Help Scout?** HelpScout is precisely what our support team needs to manage our email support channel. The UX was designed well to ensure the experience is as easy and fluid as possible. New members to our support team are able to jump into the queue and start picking up tickets right away without spending time learning a complex system. The beta reports provide our team invaluable insights into crucial KPIs including most busy hours, staff productivity and more. **What do you dislike about Help Scout?** Would love to have the ability to respond to multiple support tickets at the same time **Recommendations to others considering Help Scout:** If you're looking for a support tool to handle only email; this is your tool. **What problems is Help Scout solving and how is that benefiting you?** Handling all incoming email support inquiries. ### 27. Helpscount has changed my life... **Rating:** 5.0/5.0 stars **Reviewed by:** Ross T. | Co-Founder and Director, Consumer Goods **Reviewed Date:** October 07, 2014 **What do you like best about Help Scout?** Ease of use Proactive Support Great Features - especially the blocker that prevents sending the same email twice from different team members Time saving **What do you dislike about Help Scout?** Inability to switch boxes and assignees at the same time, but in the scheme of things, not a big deal. **What problems is Help Scout solving and how is that benefiting you?** It's taken the pain out of emailing our customers. Before Helpscout, we were all using a gmail inbox to handle our incoming customer enquiries. Emails got missed on a regular basis. With Helpscout, that can't happen anymore. We now have 4 user accounts and we simply couldn't live without it. Keep up the good work. ### 28. Excellent experience **Rating:** 4.5/5.0 stars **Reviewed by:** Rich P. | Founder, Internet, Small-Business (50 or fewer emp.) **Reviewed Date:** October 07, 2014 **What do you like best about Help Scout?** After trialling over 50 help desk and business email products, HelpScout came out on top. We love the user interface, the tone of the writing/labels/layout, the customer support, the pricing and the ease of use. **What do you dislike about Help Scout?** The lack of a dedicated iOS is one thing that makes it hard for our business. **What problems is Help Scout solving and how is that benefiting you?** We run an outsourced staffing business for financial service professionals. We need our email system to run well and be seen by the right people/staff. Being able to add notes and view progress is a huge benefit. ### 29. Changed the way we do business **Rating:** 5.0/5.0 stars **Reviewed by:** Corey O. | Owner, Retail, Small-Business (50 or fewer emp.) **Reviewed Date:** October 07, 2014 **What do you like best about Help Scout?** I love the ease of use. Many help desk solutions are clunky and difficult to use/learn, not so with Help Scout. Our team was up and running in minutes and our customers now get better service. **What do you dislike about Help Scout?** I would love to see a Facebook inbox integration. **What problems is Help Scout solving and how is that benefiting you?** Our goal of Inbox Zero is now achievable with Help Scout. ## 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=9§ion=pricing&secure%5Bexpires_at%5D=2026-08-01+07%3A19%3A09+-0500&secure%5Bsession_id%5D=90f88245-09b8-4f04-afb6-bb0bfb6ce24a&secure%5Btoken%5D=864b3836533d04c0c7d94cac9c21a7de321a81980bebc7baba65b1282e6ce5fb&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)