--- title: Help Scout Reviews meta\_title: 'Help Scout Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 431 reviews by the users' company size, role or industry to find out how Help Scout works for a business like yours. aggregate\_rating: rating\_value: 4.4 review\_count: 431 scale: '5' date\_modified: '2026-08-09' parent\_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- ### Help Scout Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users appreciate the **ease of use** with Help Scout, finding navigation intuitive and support integration seamless. [(14 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886246&qs=pros-and-cons#reviews) Users value the **responsive technical support** and continual updates, enhancing their experience with helpful new features. [(11 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886108&qs=pros-and-cons#reviews) Users value the **helpful support** from Help Scout, appreciating constant updates and responsive feature requests. [(11 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888756&qs=pros-and-cons#reviews) Users value the **responsive customer support** from Help Scout, enhancing their overall service experience over the years. [(7 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886324&qs=pros-and-cons#reviews) Users love the **knowledge base accessibility** of Help Scout, enabling customers to find solutions independently. [(7 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1887261&qs=pros-and-cons#reviews) Users find Help Scout's **limited features** frustrating, especially for advanced reporting and customization needs. [(8 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888195&qs=pros-and-cons#reviews) Users find Help Scout's **limited features** restrictive, especially regarding analytics, customization, and chat availability. [(7 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888295&qs=pros-and-cons#reviews) Users desire **more advanced features** in Help Scout, such as enhanced collaboration and better search functionalities. [(7 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1885310&qs=pros-and-cons#reviews) Users find the **limited customization** options of Help Scout restrictive, impacting their ability to tailor the experience. [(4 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886203&qs=pros-and-cons#reviews) Users find the **limited functionality** of Help Scout restrictive, desiring more advanced features and better content management options. [(4 mentions)](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=2214896&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Help Scout ##### 1. Ease of Use Users appreciate the **ease of use** with Help Scout, finding navigation intuitive and support integration seamless. [ See 14 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886246&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "User-Friendly Interface, but Reporting Discrepancies and Slow Support" What do you like about Help Scout? User Friendly and easy to understand interface ![Sabyasachi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabyasachi M.") SM Sabyasachi M. Mid-Market (51-1000 emp.) 4.5/5 "User-Friendly and Reliable—HelpScout Gets the Job Done" What do you like about Help Scout? The best thing about HelpScout is how user-friendly it is and how easy it is to navigate between different tabs. HelpScout may look a bit old-school, ##### 2. Features Users value the **responsive technical support** and continual updates, enhancing their experience with helpful new features. [ See 11 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886108&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Easy Team Management, Instant Updates, and Seamless Integration" What do you like about Help Scout? It is very easy to use, and managing teams is also straightforward. Whenever there is an email or chat, we are able to get instant updates, and it’s e ![Vasim T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vasim T.") VT Vasim T. Mid-Market (51-1000 emp.) 5.0/5 "Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal" What do you like about Help Scout? What I like best about Help Scout is its clean, intuitive interface and the way it keeps customer conversations personal and organized. It makes it ea ##### 3. Helpful Users value the **helpful support** from Help Scout, appreciating constant updates and responsive feature requests. [ See 11 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888756&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Easy Team Management, Instant Updates, and Seamless Integration" What do you like about Help Scout? It is very easy to use, and managing teams is also straightforward. Whenever there is an email or chat, we are able to get instant updates, and it’s e ![Vasim T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vasim T.") VT Vasim T. Mid-Market (51-1000 emp.) 5.0/5 "Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal" What do you like about Help Scout? What I like best about Help Scout is its clean, intuitive interface and the way it keeps customer conversations personal and organized. It makes it ea ##### 4. Customer Support Users value the **responsive customer support** from Help Scout, enhancing their overall service experience over the years. [ See 7 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886324&qs=pros-and-cons#reviews) See Related User Reviews ![Anshu K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Anshu K.") AK Anshu K. Mid-Market (51-1000 emp.) 4.5/5 "Help scout" What do you like about Help Scout? Help Scout is customer support or help desk tool which is mostly used in our oraganisation to provide customer support to our customer and resolve the JG Justin G. Small-Business (50 or fewer emp.) 5.0/5 "Utilizing Help Scout to simplify day to day customer service" What do you like about Help Scout? Technical support is #1. They're team is constantly updating features and notifying their customers with new information and products in a way that is ##### 5. Knowledge Base Users love the **knowledge base accessibility** of Help Scout, enabling customers to find solutions independently. [ See 7 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1887261&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Small-Business (50 or fewer emp.) 5.0/5 "Easy Team Management, Instant Updates, and Seamless Integration" What do you like about Help Scout? It is very easy to use, and managing teams is also straightforward. Whenever there is an email or chat, we are able to get instant updates, and it’s e ![Sunnysher H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sunnysher H.") SH Sunnysher H. Small-Business (50 or fewer emp.) 4.0/5 "Help Scout; Scalable Help Assistance from the App, But Still, Work in Progress" What do you like about Help Scout? Help Scout is users and customer focused, ensuring that the UI is accessible and articulate The app has a shared inbox, that all conversations are s ### 5 Cons or Disadvantages of Help Scout ##### 1. Lack of Features Users find Help Scout's **limited features** frustrating, especially for advanced reporting and customization needs. [ See 8 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888195&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "User-Friendly Interface, but Reporting Discrepancies and Slow Support" What do you dislike about Help Scout? Its not great for reports and has a lot of discrepancies. Less Features compared to other platforms and their customer support is too slow. ![Sabyasachi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabyasachi M.") SM Sabyasachi M. Mid-Market (51-1000 emp.) 4.5/5 "User-Friendly and Reliable—HelpScout Gets the Job Done" What do you dislike about Help Scout? It should offer more detailed analytics and better filtering options while we review the CSAT. ##### 2. Limited Features Users find Help Scout's **limited features** restrictive, especially regarding analytics, customization, and chat availability. [ See 7 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1888295&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "User-Friendly Interface, but Reporting Discrepancies and Slow Support" What do you dislike about Help Scout? Its not great for reports and has a lot of discrepancies. Less Features compared to other platforms and their customer support is too slow. ![Sabyasachi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabyasachi M.") SM Sabyasachi M. Mid-Market (51-1000 emp.) 4.5/5 "User-Friendly and Reliable—HelpScout Gets the Job Done" What do you dislike about Help Scout? It should offer more detailed analytics and better filtering options while we review the CSAT. ##### 3. Missing Features Users desire **more advanced features** in Help Scout, such as enhanced collaboration and better search functionalities. [ See 7 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1885310&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") A Verified User Mid-Market (51-1000 emp.) 3.5/5 "User-Friendly Interface, but Reporting Discrepancies and Slow Support" What do you dislike about Help Scout? Its not great for reports and has a lot of discrepancies. Less Features compared to other platforms and their customer support is too slow. ![Sabyasachi M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sabyasachi M.") SM Sabyasachi M. Mid-Market (51-1000 emp.) 4.5/5 "User-Friendly and Reliable—HelpScout Gets the Job Done" What do you dislike about Help Scout? It should offer more detailed analytics and better filtering options while we review the CSAT. ##### 4. Limited Customization Users find the **limited customization** options of Help Scout restrictive, impacting their ability to tailor the experience. [ See 4 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=1886203&qs=pros-and-cons#reviews) See Related User Reviews ![Vasim T.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vasim T.") VT Vasim T. Mid-Market (51-1000 emp.) 5.0/5 "Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal" What do you dislike about Help Scout? What I dislike about Help Scout is that some advanced features and reporting options are limited unless you move to higher plans. Customization for co ![Fahim M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Fahim M.") FM Fahim M. Mid-Market (51-1000 emp.) 5.0/5 "One of the best support portal I ever used" What do you dislike about Help Scout? not open source and can't modify features from subscribers end. can't add large size of attachment file. ##### 5. Limited Functionality Users find the **limited functionality** of Help Scout restrictive, desiring more advanced features and better content management options. [ See 4 mentions ](https://www.g2.com/products/help-scout/reviews?filters%5Bsentiment_snippet%5D=2214896&qs=pros-and-cons#reviews) See Related User Reviews ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") U Verified User Small-Business (50 or fewer emp.) 4.5/5 "Streamlined Cross-Department Communication with Easy Email Assignment" What do you dislike about Help Scout? Seems that there are often issues generating media from messages which can make it hard to see all of the content. ![Anshu K.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Anshu K.") AK Anshu K. Mid-Market (51-1000 emp.) 4.5/5 "Help scout" What do you dislike about Help Scout? Some time its advance feature require subscriptions either monthly or annually. sometime it is not secure than other helpdesk tool . PK Pradeep K. Small-Business (50 or fewer emp.) 6/18/2023 "Customer support is the key" 5/5 What do you like best about Help Scout? The affordability of helpscout when comparing to the high priced competitors. We are using help scout as our Live Chat Support channel, and for our knowledgebase. When our team is not available to provide support, there we have our Knowledgebase integrated with the Live Chat widget, which helps us to reduce the support requests. Review collected by and hosted on G2.com. What do you dislike about Help Scout? The interface is still seems to be old to me, it can be improved with easy navigation like other tools. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? We can able to chat with our users in a real time to resolve their issues, answer sales questions, and guiding users with the knowledgebase. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Rahul S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rahul S.") RS Rahul S. Director - CX Mid-Market (51-1000 emp.) 9/6/2023 "Great email management tool for your company" 5/5 What do you like best about Help Scout? Smooth UI/UX, ability to set up automatic and manual workflows Review collected by and hosted on G2.com. What do you dislike about Help Scout? Can get buggy at times, reports may have caching issues Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? Helps us track emails that come to our support inbox which means that we do not have to use our default email suite and instead can track and collaborate on HS. Business has certainly been impacted positively. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![jitesh r.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "jitesh r.") JR jitesh r. Small-Business (50 or fewer emp.) 5/26/2023 "Help scout has helped us to manage our Support Team in a proper way with multiple feature access." 4.5/5 What do you like best about Help Scout? The Notes section and process automation helps us loop out QA and Dev team to directly look into the tickets and resolve them on the go. Review collected by and hosted on G2.com. What do you dislike about Help Scout? When we automate ticket emails, every time an email action happens on the ticket thread, the same email is repeatedly sent to all recipients, which causes duplicacy. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? Help Scout is helping our system to know about the customer tickets and helps us manage the keys and customer chats. This has improved customer satisfaction. Due to which our Business performance has increased and we are more happy to serve in large numbers Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") TF Verified User in Financial Services Mid-Market (51-1000 emp.) 12/28/2023 "EASY MANAGEMENT" 3.5/5 What do you like best about Help Scout? It is great for content management and allows you check performance of your content with audience Review collected by and hosted on G2.com. What do you dislike about Help Scout? It would be great if it automatically prompts customers to review the article when they are about to close it without them having to scroll to the bottom Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? Helpscout helps us to have a content management system for the users as well as effectively manage our customer representatives. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Jess S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jess S.") JS Jess S. Customer Experience Team Member Small-Business (50 or fewer emp.) 1/27/2023 "HelpScout is a great tool for a small business needing a HelpDesk ticketing service." 4/5 What do you like best about Help Scout? HelpScout is great for ticketing that allows additional collaborators, making draft emails to customers, and getting quick and easy service to those customers who inquire. The note option is incredibly useful for small teams that need to collaborate or follow up with a customer when the agents may need additional information or assistance. There is a lot of intuitive UI structure in HelpScout and it's easy to get a grasp on using as a new employee. Review collected by and hosted on G2.com. What do you dislike about Help Scout? The reporting is limited for what our needs as a growing company are. Trying to get the reports emailed and importing information to other services can me a challenge. We have had to use several means of documenting and collecting data for our customers based on what they want to hear about and see the data for. As we have continued to grow, our company has had to consider other alternatives because of this issue. There is room for improvement, and it could really make HelpScout a great HelpDesk ticketing application. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? We needed a ticketing software that would easily allow our agents to provide technical support and HelpScout had it all when we had started out. It takes care of documentation, merging of older conversations for the same customer and managing their information. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Mo G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Mo G.") G Mo G. Mid-Market (51-1000 emp.) 7/26/2023 "Help Scout Review from a Customer Support Team Lead" 4/5 What do you like best about Help Scout? The ability to have differenty types of customers/or email topics to be funneled to specific inboxes and teams. Review collected by and hosted on G2.com. What do you dislike about Help Scout? The keyboard shortcuts sometimes block certain actions - I often find when trying to tag that the system thinks I'm using a shortcut & then follows a ticket, not tag. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? Organizing types of customer tickets by team/topic or even individual. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Rahul S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rahul S.") RS Rahul S. Director of CX Mid-Market (51-1000 emp.) 5/24/2023 "Great email management tool" 5/5 What do you like best about Help Scout? Helpscout has a pleasing UI that most email management tools lack. It comes with really cool features such as setting up manual/auto workflows that can really impact your work. Review collected by and hosted on G2.com. What do you dislike about Help Scout? Sometimes there are indexing issues with the emails in the list which can cause erroneous data in reports but it's rare. Some new features could also be added such as AI/AGI-aided responses. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? Tracking emails in a single place, ability to combine threads and maintain historical records of a particular user, ability to add notes & collaborate with your team members. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Information Technology and Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Information Technology and Services") UI Verified User in Information Technology and Services Mid-Market (51-1000 emp.) 7/28/2023 "Easy to to escalate and collaborate" 5/5 What do you like best about Help Scout? I love how easy it is to collaborate with different departments. We can escalate tickets from support to tech and to account managers very easily no noone loses visibility on the ticket. Review collected by and hosted on G2.com. What do you dislike about Help Scout? I realized that the previous conversation on the right side isn't always accurate and just shows random conversations sometimes not linked to the customer. but overall, I love HS Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? when customers right in to me (their account manager) I am able to easily escalate to customer support, tech team or our solutions engineer to help and follow up with the ticket. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Savannah N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Savannah N.") SN Savannah N. Solutions Specialist Small-Business (50 or fewer emp.) 3/31/2023 "Like the "Big Name" software you already know, but more straight forward." 5/5 What do you like best about Help Scout? Help Scout offers all the features you want, but doesn't nickle and dime you for it like the bigger names do. (Integrations, custom reporting, Help Desk/FAQ Center, CSAT, etc.) Review collected by and hosted on G2.com. What do you dislike about Help Scout? Once you've been working in other software for a while, it can be slightly challenging to find where everything is. BUT I feel like their terminology is easier to jump into out-of-the-box so the learning curve is not steep. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? Most of my clients are startups and smaller businesses, and these businesses need more features and integrations each year as they hone in on their processes and goals. The bigger-name software escalates in pricing for various features so quickly that it just doesn't make sense for a small business where every dollar really counts. Help Scout offers most of the functionality my clients need, even at the lower tiered subscription, and it doesn't feel like settling for less. Help Scout is more geared toward smaller companies with their offerings and pricing. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite DJ Derek J. Small-Business (50 or fewer emp.) 4/28/2023 "Great tool for managing customer support" 4/5 What do you like best about Help Scout? The beacon is very nice and easy to embed onto your website. That makes it easy to support website visitors and customers in our app. The helps docs system is also nice since it's embedded straight into the help beacon making it easy for the user to get help without going to the help docs. Review collected by and hosted on G2.com. What do you dislike about Help Scout? The customization options for the help docs are fairly limited. It would be nice to be able to add some javascript to customize things more. Also, the beacon has limited customization too. We can make do with what's available, but more flexibility in the customization would be nice. Review collected by and hosted on G2.com. What problems is Help Scout solving and how is that benefiting you? It's solving our need for a chat beacon on our website and a central location for all our help documentation. It takes the pain of having to code all the functionality away! Review collected by and hosted on G2.com. 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