Help Scout Reviews & Product Details

I like the interface, the separation between ticket and chat, the fluidity with which the system works, the layout, the features, the emails we receive with customer service tips. Review collected by and hosted on G2.com.

I didn't like the feature of simply not having chat when all agents were busy, this created a problem with my clients because they didn't know the exact reason why the chat was unavailable. Review collected by and hosted on G2.com.

I really like the options to alter inboxes. This is very helpful and is great for organization skills! Read receipts are extremely helpful by ensuring that the correct person is receiving the email. Review collected by and hosted on G2.com.

Not being able to merge emails from different email addresses that even have the same domain. Although I dislike this function I understand the limitation because once something is merged it cannot be undone. Review collected by and hosted on G2.com.

Saved replies (with variables), so it's only one click to send a personalized response to common questions. Review collected by and hosted on G2.com.

This is not a dislike, but I'd love to have Gmail-style snoozing where I can bring a message back into my inbox on a specific date. Review collected by and hosted on G2.com.

I like how things can be organized this and how easy to use some of the features are. The UX is also something very easy to use. Review collected by and hosted on G2.com.

I dislike how there are a few things that aren't present such as having a parent-child function or more options to customize ticket filtering. Review collected by and hosted on G2.com.

There is no one thing that I like best. HelpScout performs so many tasks seamlessly that I'm periodically surprised at a function or feature that has been making my life easier without me realizing it. Whenever I'm frustrated with some of the other platforms we have to work with, taking time to be grateful for HelpScout's reliability helps calm me down. Customer Support is prompt, friendly, honest - and very rarely needed! Review collected by and hosted on G2.com.

I have yet to discover what I don't like. Review collected by and hosted on G2.com.

Email notifications are instant and well timed Review collected by and hosted on G2.com.

Sometimes the website is down without warning Review collected by and hosted on G2.com.

I feel very supported by the Help Scout team. They provide great information to help our team use the software. I love how integrated the mailbox is with our knowledge docs. Clients can reach us in a variety of ways through Help Scout and we also enjoy using the messaging feature. Review collected by and hosted on G2.com.

The saved replies that we use for customer emails sometimes lose their images. It is a problem that Help Scout hasn’t been able to resolve yet. Review collected by and hosted on G2.com.

Help Scout has helped us step up our customer service. Before, we used shared email inboxes and had many problems with duplicated effort, accidental deletion of emails, and inability to track customer service issues. Help Scout changed all of that. One of my favorite features is the "traffic cop," which allows users to see in real-time who among their co-workers is currently reading and/or responding to a specific email from a customer. I also like the ability to add notes to an email conversation that are only seen internally and the ability to "mention" a co-worker on a particular conversation so that he/she is brought into the loop to help solve the customer's issue when needed. Review collected by and hosted on G2.com.

I'd like to see a few more admin-level settings, like the ability to control which users can create new tags. But honestly, I would categorize these things as my pie-in-the-sky wishlist items. I wouldn't say these are "dislikes." The Help Scout team seems to be continually developing the platform and adding new features, and they welcome regular feedback from their clients on how to improve it. Review collected by and hosted on G2.com.

I found the following features very useful and make my work efficient. Saved replies save 80% of my time. I also like how I can see what tickets my team members are working on and how we can add notes on tickets. Review collected by and hosted on G2.com.

I would like the Forward feature to be more sophisticated as it is in Gmail (i.e. automatically includes attachments, deletes part of the thread (for confidentiality purposes, and edit the recipients. Review collected by and hosted on G2.com.

1. Quick and time flexible assistance.

On behalf of the Yellow Card Support fraternity, we are grateful for the timely assistance provided by Sewar Nasser. We have a large client base and trying to make HelpScout work for the Team and our customers have been a little better with Sewar's help. Review collected by and hosted on G2.com.

Helpscout seems not to be compatible with quite a several CRM tools which can be frustrating when you need to link functions.

E.g.Linking Helpscout to a CRM that can send our customers a notification once their ClickUp tickets have been resolved or moved from one stage to the other Review collected by and hosted on G2.com.