Help Scout Reviews & Product Details

The simplicity is what I love about Help Scout. I've tried other platforms, but for me, this is more comfortable for my eyes and user-friendly. I also like that the folders for my specific job responsibilities are clearly visible. I've been using this for a long time now and I can say I never had a hiccup.

The first platform we tried using, desk.com, was also simple but a bit confusing in the way that sections are placed. It wasn't strategical unlike what is with HelpScout, everything looks neat and organized so that even beginners will not be confused. I also love the blue color, it was pleasing to the eyes and I get to put my best profile photo so that my clients get to see my face and they know that I am a live person helping them out. I love the ability to filter the conversations based on the time you received them so that I can prioritize well. Review collected by and hosted on G2.com.

None at the moment. I like the current design of the platform, the color, the default font style, the simplicity, and access to basic information are very easy to locate.

I don't really have any complaints but all positive thoughts about this platform since I've used it for more than four years now. As a freelancer, it gets our job done effectively and efficiently with the help of HelpScout. My manager is really proud of our attaining our goals as an individual and as a team since we used HelpScout.

I hope to be able to share this great experience with new users and existing users out there looking for a good platform to use. Review collected by and hosted on G2.com.

Help Scout is packed with helpful features, but what makes it so good is really more than the sum of its parts. The product is clearly used by those who build it. Bugs are rare; reliability is regular. The add on features like Docs flow seamlessly together with the core experience.

Docs are fantastic—I can write a support article in one place and then surface that as a pop-up message on a web page, link to it on the product page, or insert it easily into an outgoing message.

Traffic Cop is one of the best quality of life features, which automatically stops an outgoing message from sending if a new message has been detected from the customer or another user. Review collected by and hosted on G2.com.

My biggest complaint is in the Docs editor, which is outdated and lacks features like undo/redo. If you try to use the browser keyboard shortcut for undo, it can cause unforeseen issues. However, this aspect of the service is known to be due for an update, and it should be uprgaded soon. The organizational structure in Docs is also a little lacking.

Also, as our company has added users to Help Scout for different departments, some users only interact with the service using the notification emails. While this is a very convenient, it makes things awkward in Help Scout because their reply is added as a note. Review collected by and hosted on G2.com.

Help Scout is super user friendly! I love that you can have one support email and assign emails to different members on your team. I also love that you can leave notes on an email for a colleague to review before sending off. I also appreciate the separation of inboxes so that all emails feel organized depending on the mindset I need to be in when in the help desk (i.e. sales vs support). Review collected by and hosted on G2.com.

Sometimes there are bugs with drafts which can be frustrating because I rely heavily on my drafts being saved. I also wouldn't mind a more pretty design and customizable colors for different user accounts. Review collected by and hosted on G2.com.

Super friendly platform they have, Im sure it was created by people with LOTs of experience in massive emails management as all the features looks like a dream coming true for us. Also the support team has is one of the best customer services I have ever seen, specially our account manager Sewar. She was fantastic at explaining, training and making this dream true for us. Review collected by and hosted on G2.com.

Probably the timing it cost for my IT team and Helpscout team to connect the mailboxes, it was long and crazy but we finally did it. Review collected by and hosted on G2.com.

Being able to have a view across the team Review collected by and hosted on G2.com.

I do not like the subject line merging and removing any added text

I also do not like that threads break Review collected by and hosted on G2.com.

I like having the opportunity to assign conversations to individuals. It creates a more personable customer service experience for the client and allows increased organization internally. Review collected by and hosted on G2.com.

One thing I do dislike is the "Traffic Cop" aspect of Helpscout. There are times when it doesn't work as intended if you are responding from your personal email that is linked to helpscout vs in the helpscout dashboard. Review collected by and hosted on G2.com.

I'm a manager if HR and admin teams so HS isn't a daily tool for me. It's very convenient to get notifications to my email about new tickets or notes from my team members. Review collected by and hosted on G2.com.

I would say mobile interface and user friendliness should be improved. Every time I have to use HS on my phone I struggle a lot. Reporting (email) isn't familiar with public holidays in my country so SLA aren't accurate enough. Review collected by and hosted on G2.com.

There are a few things that I really like about Help Scout.

- Tag system

This is great for organizing customer tickets into quickly searchable categories.

- Workflows

Allows the team to quickly put a few steps into practice with one click. Review collected by and hosted on G2.com.

There isn't too much I dislike about Help Scout. The only thing that comes to mind is the formatting issues we've run into.

Using bullet points can sometimes be a mess, so I've actually adopted using (-) hyphens instead. Review collected by and hosted on G2.com.

The best about HelpScout is our Account Manager - Sewar Nasser. She is the best Account manager ever, very responsible, responsive, patient, she is always ready to help and navigate us through the features and provide the worrkarounds.

About HelpScout:

All in one tool for our Support. We host docs and emails there. Currently we are switching to HelpScout chat. We were using other tool before since HelpScout doesn't have the chat bot.

HelpScout have many additional features that can be used as the constructor to build your own. We use some of them for the client's navigation through the platform connected to the docs: beacons and In-Apps messages. Review collected by and hosted on G2.com.

They are not very flexible for the product updates and many additional features are not very adjustable without development involvement. Some custom settings either are not possible or possible with the development from our side. But the good thing, that they have these additional features. Review collected by and hosted on G2.com.

I like the UI, it's simple and easy to use. The knowledge base is also pretty simple. The ability to create and send pre-defined saved responses is great! I also love that I can see my results compared with my teammates (response times, ratings, # of emails answered, etc). Review collected by and hosted on G2.com.

Needs more productivity tools. Sometimes we have issues that take months to get resolved. So when a user reaches out to follow up with a previous issue, I'd like to be able to merge the tickets so it's all in one thread- but when you merge them, it makes the reply back time months old. It'd also be nice to preview/hide an email in a thread since some of ours are really lengthy and make reviewing tickets (to the beginning ) hard. Review collected by and hosted on G2.com.