--- 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: '2026-07-31' 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. Help Scout Review **Rating:** 5.0/5.0 stars **Reviewed by:** Felici A. | HR Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2022 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** Basic HR services and some employee email concerns. The benefit of using HelpScout as opposed to a generic email service is that other members of your team are automatically aligned - it's really good for collaboration. ### 2. Helpscout Usability **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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 **What problems is Help Scout solving and how is that benefiting you?** Customer complaints. HelpScout being our ticketing system assists us to offer solutions to our customers giving us a central platform to access our customer's issues. Workload Management has been easy with Helpscout since we are a remote-based company we can manage what the Team does via the platform. ### 3. i use the search function all the time and it's super fast! **Rating:** 4.5/5.0 stars **Reviewed by:** pam b. | Operations Administrative Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Help Scout?** search feature. i also like how i can review all the emails and follow the conversation and easily find what i'm searching for **What do you dislike about Help Scout?** not much, it always seems to be easy to find what I need. **Recommendations to others considering Help Scout:** use the search feature super helpful and easy to sort by date **What problems is Help Scout solving and how is that benefiting you?** i'm finding receipts and client information quicker than searching document files. benefits are the quick search feature and sort by date. ### 4. Help Scout Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** How organized and easy to use Help Scout is. I love the animations you get when you clear your inbox and it has a lot of helpful and useful tools. One of the my favourite features is the help article feature which is great for clients as well as saving me time when helping customers. **What do you dislike about Help Scout?** Sometimes when I search for a person it doesn't show up even though I know they're in there **What problems is Help Scout solving and how is that benefiting you?** Help Scout aids in customer success by making contact between the company and the clients simple, as well as with providing help articles for the customers to use which make my life easier. ### 5. Very good application to do customer support in a company **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Help Scout?** It is very easy to structure messages, share them inbetween colleagues and keep track of progress. Also, it always works and if there is an issue, it gets resolved very quickly. **What do you dislike about Help Scout?** Sometimes, mails that can be viewed within Google Mail, are not displayed in helpscout. Maybe 1 out of 1000 mails, but it happens. Also, it would be nice if spam mails would be moved into the spamfolder instantly. **What problems is Help Scout solving and how is that benefiting you?** Doing the entire customer support for our company in a very effective and quick manner. The benefits are easy tracking of incoming mails and moving them around colleagues to answer them in the best way possible. ### 6. Help Scout is a Help Desk with enough features to be helpful (but nothing mind blowing) **Rating:** 3.5/5.0 stars **Reviewed by:** Patrick M. | Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2021 **What do you like best about Help Scout?** It was a simple product to use, and was a million times better than having agents manage customer requests in individual inboxes. Their tagging, contact management, and visibility into the queue are all perfectly adequate. **What do you dislike about Help Scout?** Help Scout does not have the depth of features that I came to depend on in other help desk softwares (like ZenDesk) so I ultimately made the decision to move away from it. But for a company with modest incoming requests I believe this would not be a problem. **What problems is Help Scout solving and how is that benefiting you?** Moving from individual email inboxes (or a shared gmail inbox) to Help Scout was an amazing step to improving our customer request response time and management. Help Scout makes things simple and organized immediately. Also working with their own support team was always a very nice experience. ### 7. Excellent software - clean look, great support **Rating:** 5.0/5.0 stars **Reviewed by:** Afton T. | CRM Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Help Scout?** Found their onboarding to be very thorough, love their thoughtful emails with tips and articles, and a great, clean software overall. Clearly designed with a good understanding of what is helpful in a real-life customer service department. **What do you dislike about Help Scout?** No major complaints about this software, so far it's been great. **What problems is Help Scout solving and how is that benefiting you?** Needing an inbox solution that allows for reporting and for several people to work in the same inbox. ### 8. Fantastic Product and Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Lizzie K. | P, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2021 **What do you like best about Help Scout?** Their support team is super responsive and goes above and beyond to help whenever we need anything! We don't need a major solution like Zendesk, and Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly! **What do you dislike about Help Scout?** I truly don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication about them is transparent with quick resolutions. **Recommendations to others considering Help Scout:** Be open and honest with the onboarding and sales team when evaluating Help Scout! They were immensely helpful to me when I was considering them. **What problems is Help Scout solving and how is that benefiting you?** Help Scout enables our users to not feel like a number in our queue. The user experiences emailing back and forth with us in a friendly conversation while we are able to track all the required things on our end through the platform. Ticket numbers exist but there's no reason a user needs to see them! When Help Scout rolled out their new chat feature with their Beacon, I really appreciated that they understood that some of their customers won't be able to utilize chat. They built in the ability to turn this fancy new chat feature off yet still allow the use of Beacon for contact forms and help docs. That's huge in my eyes to be able to customize for exactly what I need for my unique user base and their needs. ### 9. Help Scout is a great all-in-one mailbox **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** As a manager, it is easy to see an overview of all conversations going on at any given time, as well as have reporting in regards to metrics like support response times. **What do you dislike about Help Scout?** Would love better API integration as well as the ability to construct and send email templates using user defined variables. Would also like better signature customization options (custom user-defined fields like preferred pronouns, etc). **What problems is Help Scout solving and how is that benefiting you?** Before Help Scout, the team was using individual email inboxes tied to our teams' Google Workspace email addresses. Moving everything to Help Scout has enabled us to vastly increase oversight into our support operations. ### 10. Easy to use support multi-tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 02, 2022 **What do you like best about Help Scout?** What I like most about Helpscout is the customer service feature, we can assign new requests to different colleagues. Through automations, we can even say if it's about certain topics, then it goes to a certain employee. In addition, you can connect HelpScout to WooCommerce, for example, and directly view orders placed by the user. Furthermore, we use Helpscout to pop up pop-ups for specific actions. In addition, Helpscout can also be used to integrate a FAQ section, so if users can't find anything, they can contact support directly. Through tags, we can also see the performance on certain topics. **What do you dislike about Help Scout?** Unfortunately, there isn't much design flexibility for the pop-ups and support windows, leaving us little to go on in terms of our corporate identity. Setting up workflows and tags is not always intuitive. In addition, when you want to forward emails outside of Helpscout, it's not always clear which emails are actually forwarded now. Whether the whole email history or just the one email. **What problems is Help Scout solving and how is that benefiting you?** With Helpscout, we handle all our customer support, and during peak times, we even use the live chat function to provide our customers with the best support. Additionally, we use the FAQ function to directly answer frequently asked questions, thereby relieving our support team. Through "Beacons," we can send targeted pop-ups to our customers, providing them with assistance or informing them about specific actions. We also use workflow automation to directly sort certain support inquiries. The tag function allows us to see which questions are most frequently asked, enabling us to optimize our FAQ section. ### 11. Help Scout - Making being productive A LOT easier! **Rating:** 5.0/5.0 stars **Reviewed by:** Tiffany R. | Customer Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** Before Help Scout, I was managing all of our requests inside my inbox. I would forward emails to co-workers for them to help. Now co-workers can log in and grab tickets as they come in, or I can quickly assign them right inside the system. The option to see only tickets assigned to me also removes the overwhelming feeling of a full inbox. We recently started using tags as well, and that has been a game-changer as well. Also, seeing the notes pass right into our Slack channel helps speed up the process and keeps everyone on the same page. I am looking forward to learning about the other features and implementing them as well. Thank you for making me and my team more productive. **What do you dislike about Help Scout?** I have no grips about Help Scout. I think it would be awesome to have training webinars. Disclaimer there may be webinars; I may not have found them yet. **Recommendations to others considering Help Scout:** Try it. You will love it. We haven't once considered another platform since signing up. **What problems is Help Scout solving and how is that benefiting you?** Staying organized and productive becomes more difficult as a company begins to grow. You realize you now need an entire support team vs one support person. Then you realize you need a product to help organize support tickets and keep track of the tickets. This is where Help Scout came into play for us. ### 12. Help Scout has simplified my life! **Rating:** 5.0/5.0 stars **Reviewed by:** Rodrigo R. | Community Builder, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** When I log in to Help Scout, I can immediately begin my workday in an organized and stress-free fashion. Its user-friendly interface allows me to get all of my work done in a timely manner. Customer care is of utmost importance to us, and thanks to Help Scout's reliable service, I am able to support all of my customer's needs, whether it be through email, phone calls, or chat. The "Saved Reply" feature is my absolute favorite and has saved me so much time in replying to my customers. **What do you dislike about Help Scout?** I used to be able to attach photos to my Saved Replies, and now I'm unable to attach any images. Once in a while, It can be a bit slow when searching through past conversations or using keywords. **Recommendations to others considering Help Scout:** I would strongly recommend Help Scout to any of my friends and colleagues. I have used other email-based customer support platforms, and Help Scout is by far the best. They win in style, technical support, organizational ability, and attention to detail. We wouldn't be able to offer the exceptional customer care we pride ourselves on without Helpscout. **What problems is Help Scout solving and how is that benefiting you?** Help Scout helps me stay organized and allows me to give my customers the best care possible. With Help Scout, I can better manage my time on tasks, prioritize issues, and reach out for support from my superiors. I no longer look at a full inbox and feel intimidated. I start from the bottom, tag each email with our custom tags, and start responding to customers based on priority level. I feel a bit spoiled, having used this platform for three years now. It's so user-friendly, and the help I received from the support team is fantastic. ### 13. Simple, Straightforward, Remarkably Powerful **Rating:** 5.0/5.0 stars **Reviewed by:** Paul Gordon B. | Director of the Campus Experience, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2021 **What do you like best about Help Scout?** Help Scout is great because it does the basics so well and so intuitively. We've tried other solutions in the past and Help Scout seems to get the balance just right. There are more advanced features but it's not blaoted with too many options that you'll never use. Its integration with Slack has also worked incredibly well for us as we've established a flow. **What do you dislike about Help Scout?** There's not much I dislike. Sometimes when I'm working on mobile it could be a bit easier to navigate, but honestly, it works just fine. I frequently use it on mobile when traveling and haven't run into any issues. **What problems is Help Scout solving and how is that benefiting you?** For us, we needed a clean, easy solution to keep track of client emails and make sure we follow through in a timely manner. This, at its core, is the basic solution it solved while allowing us to work collaboratively and asynchronously. The data reporting and statistics are also a bonus that works well for what we need. ### 14. Delightful CRM **Rating:** 5.0/5.0 stars **Reviewed by:** Derek M. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** I really appreciate the thought Help Scout has put into their CRM. It's easy to use and get started with. Everything is straightforward and they've minimized the learning curve. They offer everything you need for your company to stay connected with your customers. The couple times I've spoken with a customer service representative they have always been pleasant and their answers were easy to understand. **What do you dislike about Help Scout?** So far I haven't really found anything I don't like. Everything has worked properly. **Recommendations to others considering Help Scout:** If you want to have a scale ale CRM solution without needing to watch videos and hire a specialist chose Help Scout. It will save you time and frustration. **What problems is Help Scout solving and how is that benefiting you?** Help Scout let's us display our help articles on our own site via a beacon when a user is logged into their account or dashboard. It offers convenience to our customers and helps us look like we're on top of it! ### 15. A great way to organize your customer service and delegate tasks **Rating:** 5.0/5.0 stars **Reviewed by:** Alexandra A. | Director of Marketing & Education, Real Estate, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** Our customer service team works with 3 different companies. HelpScout allows us to sort automated emails into folders automatically and makes it easy to assign tasks to each team member across all our brands. The saved responses might be my favorite feature because we can save all the answers to our frequently asked questions and select them from a drop-down. It keeps our messaging consistent and saves a ton of time. **What do you dislike about Help Scout?** The only thing I dislike is that I often get notes sent to my email, and in the past, I've accidentally responded to the customer instead of my colleague who left the note. **What problems is Help Scout solving and how is that benefiting you?** We now have a central location for all our customer service across all our brands and can assign tasks in a way where the whole team can see what's going on. This helps keep us all on the same page and makes us more efficient. ### 16. Help Scout is a game-changer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Help Scout allows you to combine your email and chat inboxes within one tool. This has been an incredible asset for our team streamlining our processes and allowing us to gain a lot of data and insights from Help Scout's robust reporting tools. **What do you dislike about Help Scout?** The Docs or Support Site function of Help Scout is limited in how it displays search results. I wish that there was more of an Advanced Search Feature or a preview of the page results or the section of the page that contains the phrase or term that you're searching for. **What problems is Help Scout solving and how is that benefiting you?** Help Scout helps us assist our customers faster and collaborate as a team, while simultaneously educating them through the in-chat support document tools. It also gives us granular-level insight into our team metrics and measure our performance with extreme detail. ### 17. Great solution for new or established companies **Rating:** 4.5/5.0 stars **Reviewed by:** Jonathan M. | Content & Training Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2022 **What do you like best about Help Scout?** It is easy to use, works great on mobile, and has been a reliable ticketing and communication tool for our startup. **What do you dislike about Help Scout?** There are a few features some of the "bigger" solutions provide like merging tickets, but these little items can easily be worked around (notes in tickets, etc) **Recommendations to others considering Help Scout:** Great solution for your business. I have used several "more advanced" solutions like Zendesk and Desk, and HelpScout really rivals these in terms of functionality. My current company is small still, but I would be confident and comfortable using Help Scout even at my former larger company post-merger. **What problems is Help Scout solving and how is that benefiting you?** Support ticketing, targeted messaging, beta program management, knowledgebase ### 18. It just works - well considered user experience and very easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Miranda W. | Product Manager UX Training, Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** It gives you 3 options for messages so that you can control when an email is no longer 'active' so you won't accidently forget an email. It also allows you to add a note to emails which means you can discuss with colleagues how to respond to the email without accidentally emailing the customer. I also love that you can assign emails between team members. **What do you dislike about Help Scout?** The only issue i have is when an email has been assigned it moves into the folder of the person you've assigned it to (which is good) BUT when the customer replies, the reply goes to the person (and not the group inbox) so it is easy to miss, especially if the person isn't working that day. We try to reply to all emails within 24 hours, and this issue can add a delay to our replies (as we don't always notice). **What problems is Help Scout solving and how is that benefiting you?** You can discuss how to respond to the email by adding a 'note' to the email, and it's easy to manage action required emails, and quickly ignore any advertising emails. ### 19. Lightweight yet powerful and tool for teams offering internal or external support **Rating:** 5.0/5.0 stars **Reviewed by:** James B. | Technology Director, Mid-Market (51-1000 emp.) **Reviewed Date:** September 28, 2020 **What do you like best about Help Scout?** - Easy to understand and integrate into existing workflows - Provides a personal and human-feeling experience for customers. - Very smooth from start to finish. - No unnecessary clutter. - They're a certified B Corporation which means they meet the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance profit and purpose. **What do you dislike about Help Scout?** - If you turn on their "Force Google Sign-on" feature, you lose the ability to add users manually. It's not a big deal, but you're not told this when enabling it. - I'd love for Help Scout to allow our team to respond to conversations via Slack without requiring them to log into the website. I've been told this is on the roadmap and is something we look forward to using. - There is no full-page contact form -- the only public form available is the sidebar app/beacon, which depends on javascript to load. This limits its utility on platforms like Google Sites. **What problems is Help Scout solving and how is that benefiting you?** We use Help Scout for two main functions: 1) volunteer management, support, and recruitment and 2) for data/tool related requests from staff and our partners. While two very different use cases, Help Scout has worked flawlessly. ### 20. Best Help Desk Software! **Rating:** 5.0/5.0 stars **Reviewed by:** Sean C. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 14, 2020 **What do you like best about Help Scout?** HelpScout makes it incredibly easy for our team to collaborate and serve our audience in a timely and professional way. Everything from the intuitive interface to keyboard shortcuts, to speedy support, saved replies, and much more, makes this the perfect platform for our non-profit. **What do you dislike about Help Scout?** We made the switch from FreshDesk to HelpScout three months ago, and we haven't experienced a single downside to the platform. **What problems is Help Scout solving and how is that benefiting you?** We primarily use the platform to respond to customer tickets and inquiries. We've seen a major boost in efficiency and collaboration between departments. ### 21. I love HelpScout! **Rating:** 5.0/5.0 stars **Reviewed by:** Kelsey B. | Customer Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** I like how easy it is to set up workflows and teams to be the most efficient. **What do you dislike about Help Scout?** The reports don't always accurately portray the work level of our team members. **What problems is Help Scout solving and how is that benefiting you?** Customers have easy access to our support team, and HelpScout provides a quick & accessible history for each customer, so we can see previous issues. ### 22. Makes support almost fun **Rating:** 5.0/5.0 stars **Reviewed by:** ©️ Peter E. | Founder & CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** Helpscout has a clean and simple user interface that is elegantly integrated with our large set of documentation, website chat support, and integrations with third-party apps like Slack and easy digital downloads which we use for licensing or software as well as our CRM one page. Managing inbound tickets is a snap as it's easy for anyone to jump on answer and pass tickets on to someone else to help finish up. **What do you dislike about Help Scout?** The only minus I will give helpscout is that they don't have native app support for live website chat. I suspect they might be working on this but other iOS and android chat support apps are way ahead of the game. **What problems is Help Scout solving and how is that benefiting you?** We Use HelpScout to help our publisher customers implement and troubleshoot our software if needed. We can track Bug reports with tagging as well as feature requests. It's simple and just works. ### 23. Help Scout is a life save! **Rating:** 5.0/5.0 stars **Reviewed by:** Amy M. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 28, 2020 **What do you like best about Help Scout?** Organized, everyone has access to notes on all customer interactions so anyone can step in if someone isn't available and it's seamless for the customer. **What do you dislike about Help Scout?** My one wish would be that you could create a draft email with notes attached. **What problems is Help Scout solving and how is that benefiting you?** All customer communications are documented so we have historical data for customers as well as notes of other team members who may have interacted with the customer in the past. ### 24. Best Help Desk on the Market! **Rating:** 5.0/5.0 stars **Reviewed by:** Niko V. | Head of Customer Happiness , Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2022 **What do you like best about Help Scout?** Help Scout has allowed us to scale nearly 30+ saas businesses within one master account and allows user scalability with ease. Also, our Account Manager, Sewar, is super hands-on and is a valuable outside contributor to our company. We're in constant communication and always providing ideas for better workflows. **What do you dislike about Help Scout?** There are a few features that the team is currently getting in front which will enhance our usage. Other than that nothing to dislike. **What problems is Help Scout solving and how is that benefiting you?** Scalability and foundational consistency across all our products. It's allowed us to have consistent measuring of desk health and agent performance. ### 25. A sleek, user-friendly tool that's well-suited for small and mid-sized teams. **Rating:** 4.5/5.0 stars **Reviewed by:** Paul M. | Director of Customer Support, Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2020 **What do you like best about Help Scout?** The basics are intuitive, and the way that "conversations" are handled and named puts customers as people in the forefront. **What do you dislike about Help Scout?** Reporting leaves a little to be desired, especially in terms of cross-measuring different data elements (like tags, agents, and performance metrics.) **What problems is Help Scout solving and how is that benefiting you?** Help Scout handles our help center, live chat, and support email in box all in one tool admirably. Its simplicity is extremely valuable for less practiced teams and leaders. ### 26. Help Scout was exactly what we needed! **Rating:** 4.0/5.0 stars **Reviewed by:** Nanette J. | COO, Small-Business (50 or fewer emp.) **Reviewed Date:** February 16, 2022 **What do you like best about Help Scout?** We weren't able to host the knowledgebase on our website so having Help Scout host it as well as the mailbox on theirs was extremely helpful for us. **What do you dislike about Help Scout?** It would be nice if HelpScout had seamlessly integrated translation of our knowledgebase into different languages at the click of a button. **What problems is Help Scout solving and how is that benefiting you?** Chat feature, knowledgebase, beacons. These were ready to use once set up so the benefit is the speed at which to get this all up and running so that we don't have to reinvent the wheel. ### 27. Excellent platform for customer service needs. **Rating:** 5.0/5.0 stars **Reviewed by:** Dan D. | Returns Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2022 **What do you like best about Help Scout?** The ease of use. The ability to navigate through emails with ease. **What do you dislike about Help Scout?** The merging of emails can be a bit confusing at times. **What problems is Help Scout solving and how is that benefiting you?** It helps with keeping our customer service needs organized and offers full visibility. ### 28. Good for collaboration **Rating:** 5.0/5.0 stars **Reviewed by:** Eric M. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Help Scout?** The fact that I can access all the emails/communications from our clients at the same place and collaborate with my team on working on them. **What do you dislike about Help Scout?** There are downtimes when search is slow, this should improve **What problems is Help Scout solving and how is that benefiting you?** Timely working on client tickets ### 29. Great Software, Great Company **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Easy to navigate, ability to customize the workflow to meet our Team needs. Easy to create docs, integrated Beacon for support pages. Just great! **What do you dislike about Help Scout?** The integration with our CRM could be improved (however that may be an issue on the CRM's side) **What problems is Help Scout solving and how is that benefiting you?** The main problem solved is customers being able to quickly and easily access the support they need - self serve, live or asynchronous Team support. Very easy to hand-off/escalate support requests to the right Team member ### 30. Easy and useful platform **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan K. | Head Coach & Physiologist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** The interface is intuitive and straightforward. I have three inboxes set up and share this with four other staff members. One of my favorite features is adding notes as we assign clients to one another for continuity. **What do you dislike about Help Scout?** I wish it integrated with Acuity Scheduling rather than having to go through Zapier. It would be great to compile reports from both platforms and have them "talk" to one another. **What problems is Help Scout solving and how is that benefiting you?** HelpScout allows me to reply to inquiries through the website quickly. Hence, there is minimal delay in getting back to people, which improves productivity and reduces the chance of losing messages in my Outlook inbox. HelpScout also makes it easy to keep notes on clients. When I communicate with them, I can easily see where we left off in previous conversations. ### 31. Collaborative and Easy to Use **Rating:** 4.5/5.0 stars **Reviewed by:** Kristan A. | Senior Manager, Client Success, Mid-Market (51-1000 emp.) **Reviewed Date:** January 12, 2022 **What do you like best about Help Scout?** Supporting our end users was very easy via Helpscout. We were able to easily collaborate with the features that were available to us. I also appreciated that you could easily set saved replies and automated workflows to make the process less manual. **What do you dislike about Help Scout?** I would have appreciated the ability to create a user-facing resource library as a complement to the help desk function that we used Helpscout for. It would have been really helpful if there was a one stop shop for all user support resources. **Recommendations to others considering Help Scout:** I would recommend the use of Helpscout if you want a solution that is easy to use and allows for constant collaboration between all internal teams. **What problems is Help Scout solving and how is that benefiting you?** Helpscout is our primary customer-facing helpdesk. It enables us to quickly and easily respond and troubleshoot any issues that arise with the use of our product. ### 32. Help Scout is worth it **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2022 **What do you like best about Help Scout?** Top three things I love about Help Scout 1. Reporting - No more guess-work here. My executive team loves the customizable reports (quantity, response-time, peak hours, etc.) I know what volumes my team deals with each day, week, month, you name it. I can visually see where spikes and dips happen, and really dig into the data. It's super easy. 2. Automating - Saved Replies are a game-changer! No copy + pasting happening here. Saved replies drastically reduce the chance for human error and make things super fast and easy for my team to respond to customers. 3. Customer Service - If I ever have a question for Help Scout, their team is extremely responsive, professional and friendly. They are very organized and attentive - I've never had to repeat myself or follow-up on a request. **What do you dislike about Help Scout?** There isn't anything I dislike about Help Scout. **What problems is Help Scout solving and how is that benefiting you?** Our team is more efficient than before. They are able to respond to emails and help customers quickly and easily. ### 33. Invaluable resource **Rating:** 5.0/5.0 stars **Reviewed by:** Amy M. | Director of Operations, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Help Scout helps our small team manage a mountain of email and customer exchanges. It's highly customizable using tags, and the reporting tools are awesome. **What do you dislike about Help Scout?** I wish they made a Help Scout for personal emails **Recommendations to others considering Help Scout:** Don't think twice, you'll be glad you went with them! **What problems is Help Scout solving and how is that benefiting you?** We can work in more efficient manner since we can always access history. It helps when someone is out of the office but an email needs an immediate answer. ### 34. A great product from an incredible company **Rating:** 5.0/5.0 stars **Reviewed by:** Kyle O. | Small-Business (50 or fewer emp.) **Reviewed Date:** September 25, 2020 **What do you like best about Help Scout?** The best part of Help Scout is that it works, and I know I'm supporting a great company by using their service. On the occasions when something isn't going right and I think it's a bug and not me, I contact customer service and their top quality support team (they are a support platform after all) helps show me how to make things work the way I want to and it's very predictably my own user error, not a bug. Help Scout provides the best resources in their weekly digest of any company. I unsubscribe from every repeating email except Help Scout's. Their B Corp status and the amount of care they put into being good on top of being a good business is admirable. **What do you dislike about Help Scout?** The inbox search function isn't ideal but is acceptable. **What problems is Help Scout solving and how is that benefiting you?** Customer Support team management. Having one inbox receiving support emails and assigning/distributing to the team. Saved Replies and Automated Workflows help us manage our inbox with CRM-like assistance! ### 35. A multifunctional platform that serves multiple diverse teams. **Rating:** 4.0/5.0 stars **Reviewed by:** Viviana R. | Branch manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Integrate multiple boxes with different purposes, assign tasks to specific people easily. **What do you dislike about Help Scout?** add some colors to the platform and boxes **What problems is Help Scout solving and how is that benefiting you?** Communication with different branches in different locations. Communication with external providers OTA's Communication with customers ### 36. Sewar Nasser **Rating:** 5.0/5.0 stars **Reviewed by:** Josh M. | Vendor/Workforce Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 22, 2022 **What do you like best about Help Scout?** Ease of use and reporting as well as options for customer self service **What do you dislike about Help Scout?** There is nothing about Help Scout that I dislike **What problems is Help Scout solving and how is that benefiting you?** Customers are being helped in a timely manner due to the ease of use and reporting available. HS is great from a workforce management perspective. ### 37. Great Email System **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Enterprise (> 1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Overall, great email system. I just this platform for work. It's an all-in-one system that allows me to perform my work tasks easily and quickly. The support team is also great and help you problem-solve issues quickly. **What do you dislike about Help Scout?** Honestly, there isn't anything I dislike about HelpScout. I would recommend trying to upgrade some of its features. It does all the basics I need for work but it would be great if it had more cosmetic change features. **What problems is Help Scout solving and how is that benefiting you?** Helpscout allows me to send emails to coworkers and clients. It's a simple system to learn that helps me solve all move problems and increase daily productivity. ### 38. HelpScout is a Lifesaver! **Rating:** 5.0/5.0 stars **Reviewed by:** Vincent H. | Customer Experience Project Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** The functionality and the user ability is fantastic. Easy to pick up and saves so much time. **What do you dislike about Help Scout?** There are some custom features I wish it had, but they are open to feedback! **What problems is Help Scout solving and how is that benefiting you?** No problems! ### 39. Support ticketing made surprisingly easy **Rating:** 4.0/5.0 stars **Reviewed by:** Nibinesh S. | IT Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** December 24, 2021 **What do you like best about Help Scout?** They have got a Shared Mailbox, Which is extremely easy to use. With absolutely no clutter or whatsoever! Their UI is Clean and well organized. Most of the new employees find themselves comfortable using the tool. **What do you dislike about Help Scout?** There's not much going on in the Omni-Channel Supporting. The email is part of the support environment, and other Support Software has a lot going on supporting Omni-Channel Systems. **What problems is Help Scout solving and how is that benefiting you?** Our Support Team finds it extremely easy to transition from Zendesk. We used Helpscout to support our internal staff & also for IT Helpdesk. We found the Beacons Useful; People find it easier to navigate answers through it. ### 40. Great for organization and tracking data! **Rating:** 5.0/5.0 stars **Reviewed by:** TourismTiger T. | Head of Customer Success and Development, Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2021 **What do you like best about Help Scout?** The data that Helpscout tracks on the emails is of great use to our work because it helps on focus on how to take care of tickets more efficiently for ourselves but also our customers. **What do you dislike about Help Scout?** Sometimes customers will reply with edits to a previous email on the chain, and those edits are not easily viewable in the system, but hidden in the "show original message" function. **What problems is Help Scout solving and how is that benefiting you?** We manage websites for our clients, and we mainly use HelpScout for them to email in and have us make changes to the sites or answer their questions. We can track data to help us determine the best ways to go about answering the tickets and solving them, but the tagging system and workflow system also allow us to keep the inbox well organizes. ### 41. Help Scout Product Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2022 **What do you like best about Help Scout?** Quick integration process, excellent sales & customer service during the onboarding process. Once you get started, things are quite intuitive, it is easy to navigate and very responsive. The customer reviews are great - this allows us to see right away what we can do better, or what we did great. **What do you dislike about Help Scout?** I don't have many criticisms or feedback to share. I'm quite pleased with the service. I suppose that it would be nice to offer the ability to take actions in WooCommerce directly through Helpscout - for example, cancel an order, or one-click tracking numbers in the Help Scout interface (currently you have to click into the order, and then take all the actions directly in WooCommerce). But this is really not that big of a deal. **Recommendations to others considering Help Scout:** Great onboarding process, easy to set-up and get started. Very effective tool. **What problems is Help Scout solving and how is that benefiting you?** Team communication has improved. We have centralized all of our customer service inquiries, which saves time and improves our response rate. Our supply chain is currently compromised with the recent events in North America, so it's hard to quantify any revenue increases due to Help Scout, but we certainly haven't lost any business due to HS, and I'm confident that as we scale our business, HS will help us provide the same great service to many more customers. ### 42. Excellent tool for managing customer support tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Neil A. | Sales Operations Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** The functionality in HelpScout is straightforward and intuitive to use. It's easy to assign and reassign tickets to the correct people and ensure they're all followed up on. **What do you dislike about Help Scout?** Some of the navigation can be a bit confusing when first being introduced to the tool but once you get up and running, it does not cause any issues. **What problems is Help Scout solving and how is that benefiting you?** In my use case, customer support tickets that need to have a sales rep follow up on are assigned to me. From there, I assign them to the correct rep. It's nice because if the rep does not follow up or if the customer repsonds, we get notifications so we can make sure that someone gets in contact with the customer ASAP. ### 43. HelpScout works!! **Rating:** 5.0/5.0 stars **Reviewed by:** Patti B. | Accounting Administrator, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** HelpScout provides our company with a secure email system to direct all inquiries for the entire team to have access to. Customer issues are addressed in a timely manner as emails are open for everyone not stuck in one person's inbox. Would recommend this software to any company with more than one employee working on the same or similar tasks. **What do you dislike about Help Scout?** So far not really anything to dislike. If I had to choose, I would say searching is not my forte. **What problems is Help Scout solving and how is that benefiting you?** We are able to have better communication with our customers. It is in written form so there is little or no misunderstanding of messages. Having communication in writing enables traceability to be able to connect messages from same customer. ### 44. Helpscout solves our clients issues by making it easy for us to help them **Rating:** 5.0/5.0 stars **Reviewed by:** Bryan J. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Help Scout?** Easy to use, feels more like a conversation, and it doesn't make the client feel like they are in a ticketing system. We love in-app support and knowledge base features. **What do you dislike about Help Scout?** We wish we could secure the knowledge base website for only our application users so it was not public for everyone to see. Other than that, the app works great. **What problems is Help Scout solving and how is that benefiting you?** The ability to connect quickly with clients over more than just email. Many of our client users do not have work emails or easy access to them so the in-app chat breaks down the client and support communication barrier. We also love the ability to send targeted messages to users to let them know about app issues or updates. ### 45. Help Scout - Business Review **Rating:** 4.5/5.0 stars **Reviewed by:** Layton H. | Information Technology Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2021 **What do you like best about Help Scout?** Help Scout allows our IT team to collaborate on tickets while also helping us balance our workload. The documentation system is really great; commenting and notes are essential. Overall very happy with Help Scout. **What do you dislike about Help Scout?** The reports tab could use an overhaul. It would be nice to generate reports on how many tickets each IT staff member cleared out over time. The spam functionality has never been utilized by us either. **What problems is Help Scout solving and how is that benefiting you?** Help Scout allows us to document and track issues across the business. Not only limited to strictly IT, Help Scout allows us to monitor and track ERP upgrades and similar functions as well. ### 46. Great for Content Inquiries **Rating:** 5.0/5.0 stars **Reviewed by:** Syble H. | Creative Content Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** As a content manager, I use HelpScout every day to field incoming guest post and linkbuilding requests for our five blogs. I love how easy it is to keep track of ongoing conversations and flag spammy inquiries so I don't have to keep dealing with them. Ain't nobody got time for that! **What do you dislike about Help Scout?** The only thing I don't like is how the interface automatically redirects me to a different ticket once I've responded to a ticket. It would be nice if I could just stay on the same page. **What problems is Help Scout solving and how is that benefiting you?** Like I said, HelpScout is great for flagging spammy inquiries. It's a time-saver, because I don't have to keep dealing with the same spammy message senders over and over again. ### 47. Probably good for some but not our team **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** July 13, 2022 **What do you like best about Help Scout?** We only used Helpscout for a short time and I wasn't really fond of it. It felt really difficult to use **What do you dislike about Help Scout?** None of my contacts came over so I spent a lot of time going back to my old email program to bring contacts over **What problems is Help Scout solving and how is that benefiting you?** I think this would be better for a larger team who shares inboxes. We don't do that so I'm not sure we fully utilized the capabilities ### 48. It was my main HelpDesk **Rating:** 2.5/5.0 stars **Reviewed by:** Adel T. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** March 18, 2022 **What do you like best about Help Scout?** Design, UI, and UX are stunning, the workflow is greater and the best part is the integration you can even add your code. **What do you dislike about Help Scout?** I do not like that they start free for 3 mailboxes after 2 years they just stop the free you have to bay insane money of 20$ for each user, it's a bad move for me so I switch to DoneDone it has all that I need. **Recommendations to others considering Help Scout:** If you are a small company you must check DoneDone of Freshdesk they are good. **What problems is Help Scout solving and how is that benefiting you?** Support for my client on Envato ### 49. Amazing Ticketing Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Stable interface with very helpful support and documentation. The reports are an added advantage that helps get a better view of the agent's progress. The Chat beacon is helpful with beacons. They have also provided APIs for any custom integration. And on top of it the powerful workflows help manage tickets and folders in a better manner. **What do you dislike about Help Scout?** There's nothing as such that can be disliked. Just the numbers get a bit confusing on different sections like All Channels, Emails, and individual reports. **What problems is Help Scout solving and how is that benefiting you?** Better reports and tracking of agent's performance. Helps manage the workforce on dedicated days. ### 50. Lots of easy to use features that speed up your work! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** The Quick Replies are very useful and easy to set up. Editing them is also easy and the reports are very useful. **What do you dislike about Help Scout?** I have not found any features that are lacking or difficult to use. **What problems is Help Scout solving and how is that benefiting you?** Being able to build Help Docs and seeing reports of which work best for your customer base is one of my fave features. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-31+21%3A34%3A18+-0500&secure%5Bsession_id%5D=b236b8ce-1dc5-49b8-8f7e-296ee238bcb7&secure%5Btoken%5D=b8b001b1a4bc740dd8033191622829085aeaa189aefb9c13733c2a5fe1897e0f&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)