--- 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: '2026-09-22' 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:** 431 **AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality. ## 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 Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users appreciate the **user-friendly interface** of Help Scout, enhancing collaboration and efficient customer interactions. (14 reviews) - Users appreciate the **intuitive interface and automation features** of Help Scout, enhancing team collaboration and support workflows. (11 reviews) - Users find Help Scout **very easy to use** , enhancing team management and streamlining customer communication effectively. (11 reviews) - Users value the **responsive customer support** of Help Scout, enhancing their overall experience and satisfaction. (7 reviews) - Users value the **accessible and effective knowledge base** of Help Scout, empowering 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 a **lack of features** in Help Scout, including limited customization and advanced reporting on lower plans. (8 reviews) - Users find Help Scout has **limited features** and reporting options, hindering their ability to analyze data effectively. (7 reviews) - Users note the **lack of features** in Help Scout compared to competitors, impacting functionality and user experience. (7 reviews) - Users find **limited customization** in Help Scout, hindering flexibility in workflows and knowledgebase design. (4 reviews) - Users feel Help Scout has **limited functionality** , wishing for more advanced features and improved interface 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. Loved it **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 20, 2018 **What do you like best about Help Scout?** Help Scout is a very user friendly and organized tool. **What do you dislike about Help Scout?** Not the most efficient for tracking metrics **Recommendations to others considering Help Scout:** Great tool, easy to use. **What problems is Help Scout solving and how is that benefiting you?** We have stopped using but we're previously using for internal task and customer communication through email ### 2. Best CS email ever! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Market Research | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 28, 2017 **What do you like best about Help Scout?** I love the saved replies feature. It saves so much time and makes it easy to train other people to use it. I love when you empty the inbox and a cute graphic shows on the screen. I like how you can track everything. **What do you dislike about Help Scout?** I honestly cannot think of anything I don't like about this software. **Recommendations to others considering Help Scout:** Use it. It will help you and your business in so many ways. **What problems is Help Scout solving and how is that benefiting you?** We answer hundreds of our customers questions quickly and easily because of Helpscout. The benefits are communicating with our customers in an efficient way. ### 3. I wish I could manage my personal email in Help Scout **Rating:** 4.5/5.0 stars **Reviewed by:** Marybeth A. | Chief Executive Owl, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 16, 2017 **What do you like best about Help Scout?** Help Scout makes it easier for me to do my job. It's simple, personal, and powerful. The keyboard shortcuts have become second nature to me, and I often find myself wanting to use HS commands in Gmail. I really love that way it looks and feels like personal emails for our customers while allowing our team to share a support inbox. Love the fun rewards when you clear the queue. **What do you dislike about Help Scout?** I sometimes miss the more powerful triggers and automations from Zendesk, but I've come to embrace some of the simpler functionality of HS. I really wish you could pin notes to the top of tickets and turn off the email notifications for @mentions. The Android app also seems pretty buggy whenever I try to use it, but it's way better than trying to use HS on a mobile browser. And there was this one time HS deleted our API key because of a credit card payment issue, which really wasn't cool as they didn't inform us they did that so we could rectify it immediately. **Recommendations to others considering Help Scout:** Help Scout is awesome for doing support on a small team. It's personal for your customers, and delightful for your team to use. This would be my first recommendation for any team looking for help desk software. **What problems is Help Scout solving and how is that benefiting you?** We use Help Scout for all of our customers and vendor communication. We wanted a simple shared inbox and ticketing solution that didn't feel like ticketing. ### 4. Clean and clear **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 23, 2018 **What do you like best about Help Scout?** Helpscout keeps everything fresh, simple and clear. Easy to use and track customer service issues. **What do you dislike about Help Scout?** I do not dislike anything at this time. **What problems is Help Scout solving and how is that benefiting you?** Customer Service issues. ### 5. Help desk made simple **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 28, 2017 **What do you like best about Help Scout?** The thing I love most about Help Scout is the ability to keep everything organized and in one central location. It works like an email and allows me to collaborate with my team. Super simple and super effective. **What do you dislike about Help Scout?** Whenever you complete a task, if you didn't copy the email address down, when you hit complete it will go away. So then you will have to go to your sent folder. **Recommendations to others considering Help Scout:** If you need a simple help desk platform, use Help Scout **What problems is Help Scout solving and how is that benefiting you?** Replying to emails from customers ### 6. Good program but confusing interface **Rating:** 3.0/5.0 stars **Reviewed by:** Jake S. | Senior Product Manager, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 07, 2017 **What do you like best about Help Scout?** I love that it's easy to edit and maintain articles. I can quickly and easily make changes when necessary and creating new articles is also an easy process. **What do you dislike about Help Scout?** I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also don't like that when logging in it automatically drops you into the edit view as opposed to the regular view. This results in accidental changes being made to documents without users even knowing that they have done it. **What problems is Help Scout solving and how is that benefiting you?** We are creating and maintaining an internal and external knowledge base for our product RentLinx. ### 7. Easy and versatile. **Rating:** 5.0/5.0 stars **Reviewed by:** Shane C. | Customer Happiness Specialist, Computer Software, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 20, 2017 **What do you like best about Help Scout?** The simplicity of the inbox is straight forward and maximizes support volume. **What do you dislike about Help Scout?** Sometimes can lag behind but nothing that stops the workflow **What problems is Help Scout solving and how is that benefiting you?** We handle all of our Customer emails through Help Scout and it allows us to be as fast as possible ### 8. Efficient platform for seamless customer service management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Publishing | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 14, 2017 **What do you like best about Help Scout?** Before using Help Scout, our company utilized a shared Outlook folder to manage customer service emails. This was naturally a little unorganized and led to duplicate responses and forgotten messages. Help Scout allows our team to easily assign tasks to coworkers, track whether or not replies have been sent, and add notes. We have never been more organized with customer service! **What do you dislike about Help Scout?** There is not much that I dislike about Help Scout. If I had to choose something, it would be that it is possible to accidentally send a response to a customer if you reply to an email. To be fair, they do warn about this, but some coworkers who use the service less often than others have still done this accidentally in less than ideal situations. I wish there was a way to turn off this functionality altogether (unless I am unaware of how to do so)! **What problems is Help Scout solving and how is that benefiting you?** We are solving lost time because we can save common replies and assign tasks to the correct individual. We are making our customer service more efficient and timely because we can check tasks and close tasks in a timely and organized fashion. ### 9. Easy to use, full-featured independent help desk software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** November 26, 2017 **What do you like best about Help Scout?** Help Scout is great for medium-small teams. The interface is really straightforward and user-friendly, and there are no distractions from the process of assigning and resolving customer queries. **What do you dislike about Help Scout?** Help Scout is a little light on some of the fancier Helpdesk features like API integrations and advanced user management. **Recommendations to others considering Help Scout:** Talk their team! The folks at Help Scout are very... helpful! **What problems is Help Scout solving and how is that benefiting you?** We manage all our circulation and product fulfillment through Help Scout—it makes it easy for multiple part-time employees to stay on the same page. ### 10. Very solid platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Scott L. | VP of Marketing and Sales Operations, E-Learning, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** September 29, 2017 **What do you like best about Help Scout?** Great for small-ish teams needing shared inboxes. Tagging, notes, customizable notifications, the feature set is rich and practical. One small feature that really helped was the ability to response to incoming tickets from an email inbox. It allowed us to respond to requests without logging in (which was convenient when out of the office). **What do you dislike about Help Scout?** Would love to be able to automatically push reminders to teammates with old unanswered tickets. Perhaps this functionality exists and our admin wasn't using it, but it would have been appreciated. **What problems is Help Scout solving and how is that benefiting you?** Customer service/success across a wide variety of users and situations. Kept us organized and accountable as a team. ### 11. Simple tool for small to medium sized companies **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** September 05, 2017 **What do you like best about Help Scout?** The simplicity of HelpScout keeps the learning curve low, which means that most team members can get to work quickly after onboarding. **What do you dislike about Help Scout?** There's not a great range of features or integrations, so we often have to use multiples tools when it would be nicer to have a single support platform. **Recommendations to others considering Help Scout:** It's not an all-inclusive tool (not a ton of useful integrations and no ability to create tickets), so HelpScout seems best for small to medium size teams with mild to moderate customer support volume. **What problems is Help Scout solving and how is that benefiting you?** Great at resolving high volumes of email and chat requests. We also use their Docs tool which works as a nice, low-level knowledge base. ### 12. Consistent updates, useful new features. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 19, 2017 **What do you like best about Help Scout?** Helpscout has consistently released useful improvements and new features. The support team at Helpscout is quick to respond and very helpful. **What do you dislike about Help Scout?** Can occasionally be buggy. The biggest issue would be reporting, however. The numbers just don't add up sometimes and there isn't a clear description of what each number represents or how it is calculated. **Recommendations to others considering Help Scout:** Talk with Helscout representatives to explain your needs and they'll work with you! **What problems is Help Scout solving and how is that benefiting you?** We use Helpscout for email support, a support doc center and for logging support calls and chats. ### 13. Great **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 06, 2018 **What do you like best about Help Scout?** It helps me with sorting all of my business emails. **What do you dislike about Help Scout?** There is nothing I dislike, it is a big help. **What problems is Help Scout solving and how is that benefiting you?** It keeps everything together. ### 14. Helpful product facilitates crucial communications **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 14, 2017 **What do you like best about Help Scout?** I can assign the appropriate conversations to myself to make sure I never miss communications from clients and can answer their questions right away. **What do you dislike about Help Scout?** The overall organization system takes a little time to get used to. If your not entering the site via a link to a particular conversation, it can be tough to find what you need quickly. **Recommendations to others considering Help Scout:** Take some time to get acquainted with the platform and all its features before you start communicating with clients. **What problems is Help Scout solving and how is that benefiting you?** I am communicating with clients who have questions about article they are hoping or attempting to submit for publication. Help Scout keeps each conversation organized so I can see who had previously responded and make sure we are giving clients the best possible answers across the board. ### 15. Helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 03, 2018 **What do you like best about Help Scout?** I like the email organization features **What do you dislike about Help Scout?** Search feature in emails, sometimes the keyword doesn’t really show up, kind of have to manually look for an email **What problems is Help Scout solving and how is that benefiting you?** Email management ### 16. Great for general support **Rating:** 4.0/5.0 stars **Reviewed by:** Anderson G. | Full Stack Developer, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 03, 2017 **What do you like best about Help Scout?** It has a nice API, which allows integrating data from other systems inside, in the sidebar **What do you dislike about Help Scout?** The API is nice but lacks customizations in the interface. Maybe for security matter, or standardizing, but it would be great to have more freedom on the output of each app. **Recommendations to others considering Help Scout:** You can try it free with one inbox. Worths a try. And give the API a try. The option to display data from your ecommerce or account system with customer's data right in the ticket is great to improve the context. **What problems is Help Scout solving and how is that benefiting you?** Communication with our clients by email (the most common, for now). Good for many team members have access to one email inbox ### 17. Very responsive, strong branding, easy to understand platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 31, 2017 **What do you like best about Help Scout?** They have incredible help docs, really fun interactive branding, their search function is great, their blog is also pretty fun **What do you dislike about Help Scout?** Not much honestly, sometimes when you are managing lots of different e-mail addresses in the platform it can be confusing, but that's partially the user's fault. **Recommendations to others considering Help Scout:** I'm my experience this is a perfect software for managing customer e-mails for start-ups **What problems is Help Scout solving and how is that benefiting you?** Great way to manage customer e-mails and track key metrics ### 18. Easy to Use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Market Research | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** August 02, 2017 **What do you like best about Help Scout?** It's easy to use, doesn't require extensive training for someone new to the team, it's a simple interface but very intuitive to use. The Happiness Scores and Workflows are some of the best features. **What do you dislike about Help Scout?** There is no Android App, livechat features and not many integrations. **Recommendations to others considering Help Scout:** Make the switch! I think it offers the best value out of all the helpdesk tools. **What problems is Help Scout solving and how is that benefiting you?** We use it for our Helpdesk and it was great to build our FAQs and knowledge base. We have been able to automate a lot of the processes that used to be done manually, saving up al lot of much time. ### 19. Simple and timely **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 07, 2017 **What do you like best about Help Scout?** The ability to see how many customers have been helped, and the "happiness" factor is pretty cool too. **What do you dislike about Help Scout?** There are some limitations to the mobile app, which restrict our ability to process certain customer service needs without being on a computer. A separate dislike is not being able to upload PDF's into our Knowledge Base; only text entered in HelpScout can be saved in the KB. **What problems is Help Scout solving and how is that benefiting you?** Increasing customer satisfaction due to quick turn around on emails. ### 20. Easy consolidated place to reply to campaign emails **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 13, 2017 **What do you like best about Help Scout?** A Very quick place to identify all campaign messages and efficiently reply. **What do you dislike about Help Scout?** The notification settings can be vague and it is hard to stay on top of when they are coming live. **What problems is Help Scout solving and how is that benefiting you?** We are able to gather actionable feedback from clients who rate our responses and product through the site. ### 21. Great tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 13, 2017 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Help Scout?** I think this is a great tool for support tickets. **What do you dislike about Help Scout?** I wish the inbox and assigning messages was a bit more seamless. It can be very hard to understand everything for new users. **What problems is Help Scout solving and how is that benefiting you?** allows for easy and quick support ### 22. Easy meets robust! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 27, 2017 **What do you like best about Help Scout?** Help Scout's user interface is super intuitive. **What do you dislike about Help Scout?** Lack of tagging automation & robust reporting **Recommendations to others considering Help Scout:** Help Scout is super customizable! **What problems is Help Scout solving and how is that benefiting you?** We use Help Scout to answer all of our client emails; its easy-to-use interface keeps our team's productivity up! ### 23. Love Helpscout **Rating:** 4.5/5.0 stars **Reviewed by:** Anna B. | Client Loyalty Supervisor, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 01, 2017 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Help Scout?** It's just smart and we love the features **What do you dislike about Help Scout?** nothing at all- I like all features Helpscout has been great. The downside? They send annoying emails on how to improve life. My boss and I dislike this. **Recommendations to others considering Help Scout:** do it. **What problems is Help Scout solving and how is that benefiting you?** quick or saved replies and great reporting ### 24. Nice way to manage product help docs **Rating:** 5.0/5.0 stars **Reviewed by:** Hannah W. | Marketing & Design Consultant, Marketing and Advertising, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 28, 2017 **What do you like best about Help Scout?** We are happy with Help Scout. Before using Help Scout, we were self-hosting our own help documentation which got tedious. Now, it is much easier for all staff members to add and edit help articles. The support ticket function is also easy to use and our users are able to easily search for topics on any device. The automatic recommendation widget is also handy and we believe it helps reduce help tickets. **What do you dislike about Help Scout?** It would be great if there were more themes to choose from in terms of layout and style. We customized the CSS in a way that worked for us, but it would be nice to be able to choose a layout with a different look and feel. Maybe some sort of theme directory. **What problems is Help Scout solving and how is that benefiting you?** We're able to receive and respond to support tickets very easily, as well as manage help documentation. ### 25. Help Scout Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 19, 2017 **What do you like best about Help Scout?** Easy to find content based on tags, and sorts results based on people or conversations. Easy to share client information between multiple agents. **What do you dislike about Help Scout?** Having a conversation assigned to one agent can make it difficult to find for other agents. **Recommendations to others considering Help Scout:** N/a **What problems is Help Scout solving and how is that benefiting you?** Clean layout for client replies. Less buggy. ### 26. Helpscout is a decent email management software **Rating:** 3.5/5.0 stars **Reviewed by:** Marketing Specialist D. | Founder, Sports, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 26, 2017 **What do you like best about Help Scout?** I like that you can have multiple people inside the same email inbox. **What do you dislike about Help Scout?** The reporting is not that helpful and it's a bit confusing how they force a specific workflow. **What problems is Help Scout solving and how is that benefiting you?** It allows you and multiple members of your team to easily access the same inbox and multiple inboxes inside 1 login. ### 27. If you haven't used this yet, you are missing out!! **Rating:** 5.0/5.0 stars **Reviewed by:** Cassandra S. | Community Director, Internet, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 29, 2016 **What do you like best about Help Scout?** This was one of the nest decisions my company has ever made! We run over 13 communities with all different email addresses, HelpScout keeps all communication in one place. Easy tagging, searching, task management and more. Plus, everything gets forwarded into HS from Google Apps. What more could you ask for. **What do you dislike about Help Scout?** The only thing I can think of is that the phone app doesn't have all the same capabilities as the desktop app. But, that is ok, better than nothing and you can constantly see improvements coming from their development teams. **Recommendations to others considering Help Scout:** Great ease of use, highly customizable, support is quick and responsive and answers in less than 24 hours. **What problems is Help Scout solving and how is that benefiting you?** We need to make sure that communications come from the correct email aliases - this makes it so easy. Also, internal communication and "notes" feature helped us keep timely information out of Slack and in one place so we always had a reference. ### 28. Help Scout Agent **Rating:** 2.0/5.0 stars **Reviewed by:** Kelsey S. | Customer Service Lead, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 28, 2017 **What do you like best about Help Scout?** I really liked that Help Scout required the use of the physical telephone rather than getting calls on the computer as well as having the canned messages for emails. That was helpful **What do you dislike about Help Scout?** There was a high volume of calls that our company never received **Recommendations to others considering Help Scout:** I would recommend to test out the system to ensure you are receiving all of the calls the customers are making **What problems is Help Scout solving and how is that benefiting you?** We solved customer inquiries and requests in our CS department ### 29. Helpscout review **Rating:** 2.5/5.0 stars **Reviewed by:** Sarah C. | Owner, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 26, 2017 **What do you like best about Help Scout?** It's easy to manage help tickets if your main source of inflow is an email address. **What do you dislike about Help Scout?** There's no live chat integration to provide other avenues of contact for your clients. It didn't scale well with our business once we started to grow beyond using an email address. **Recommendations to others considering Help Scout:** Help Scout was useful to us in the beginning. It allowed us the email integration and team collaboration on tickets we needed. Their tagging system is very good as well. Our needs just grew beyond only having a support email address for tickets. We needed the ability for clients to contact us in other ways. A live chat integration allows us to observe certain information about the client while they are still on the site, like what feature they were currently using when they experienced an error, or what browser might be causing trouble with our platform. We can get issues resolved faster when we have multiple avenues with which clients can contact us, and we can collaborate and provide better service when the clients are happier and more responsive. Not everyone checks their emails every 2 minutes, but if a push notification for a live chat response goes out, they respond right away. **What problems is Help Scout solving and how is that benefiting you?** We help people manage private equity via a SaaS platform, and we need more intuitive information from our help tickets like, "What screen were they on when the experienced the error?" or "What browser are they using?" We needed a tool that helped us to glean that information without having to ask every time. ### 30. Excellent Way to Consolidate Platforms and Offer Tutorials **Rating:** 4.0/5.0 stars **Reviewed by:** Corey L. | Director of Operations - MindWorks Innovations | BrainMD Health, Health, Wellness and Fitness, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 08, 2016 **What do you like best about Help Scout?** I love the flexibility and the blog like creation of new knowledgebase docs. The ability to add articles quickly when a new problem comes up has decreased the amount of future calls for that same issue significantly. In addition, the consolidation of our email accounts has been a huge help. Having one centralized inbox has reduced our response times 10 fold. The Hapiness report and the survey in the email signature has aided us in increase our overall NPS score and has allowed us to know who our top performing reps are. **What do you dislike about Help Scout?** I don't like the lack of customization for the article pages and knowledgebase layout. Also, the beacon functionality could be more customizable. It would be great to be able to control more aspects of how the beacon is displayed on each page and what information / articles are made available. There is also a bit of a lack in support when it comes to problems with email. We experience times when emails are attributed to the wrong customer. Lastly, improvements to the woo commerce connection would be appreciated. After several attempts we are still unable to see woo commerce account details on the conversation side bar. **Recommendations to others considering Help Scout:** Get started with transferring your existing terms and conditions into individual articles within the knowledgebase and link to the new knowledgebase from your existing help center or customer service page. **What problems is Help Scout solving and how is that benefiting you?** We are reducing the amount of simple customer service calls by drawing attention to the articles that can answer customer questions. ### 31. cool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 13, 2017 **What do you like best about Help Scout?** the different features it offers each person to use **What do you dislike about Help Scout?** I don't like how you're not able to share information with others **What problems is Help Scout solving and how is that benefiting you?** technical problems ### 32. Great knowledge center **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Source: G2 Gives Campaign:** G2 Gives Campaign. The reviewer received either a gift card or a donation made to a charity of their choice in exchange for writing this review. **Reviewed Date:** November 09, 2017 **What do you like best about Help Scout?** Simple to set up and the design looks great out of the box **What do you dislike about Help Scout?** It would be nice to have more categorization capabilities **What problems is Help Scout solving and how is that benefiting you?** Stood up a knowledge base for our customers in just a few days - super easy! ### 33. Solid option for small Support Teams **Rating:** 4.0/5.0 stars **Reviewed by:** Steven G. | Experience Owner, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 11, 2016 **What do you like best about Help Scout?** Help Scout really makes it simple to set up and run a small support team supporting a small to medium business. Their interface is clean and easy to use, and the integrations are very appreciated, and can add a lot of power to a few agents. Their pricing is also very attractive. Their support and company culture are also awesome. **What do you dislike about Help Scout?** Not so much dislike, as we simply reached our functional limit and needed something that scaled to a larger business with more integrations and more powerful analytics. **Recommendations to others considering Help Scout:** Consider it for smaller teams, with very basic support needs. There's options there for integrations, but the data and analytics are lacking for super meaningful product insights. It's good for day-to-day agent performance though. **What problems is Help Scout solving and how is that benefiting you?** Solving the problem of organizing support and getting a unified channel for our customers. ### 34. I Love and Miss Helpscout **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 18, 2015 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Help Scout?** I love that they are always releasing new features to help make the software better. They recently released a new feature where you click on "Edit this article" directly on a help doc instead of having to search for it in a different tab when you want to edit. I recently had to re-do all of the screenshots in our help docs, and that feature saved me some SERIOUS time! The people are always very responsive to what you have to say. I've gotten in touch a couple of times to make a suggestion and to rave about some other things, and they always seem happy to talk to me. It fits that a producer of CRM has top-notch customer service themselves. :) **What do you dislike about Help Scout?** Honestly, I can't think of anything. No product is perfect, and there are a couple features I'm excited for (they're on your to-do list already, so no point in hashing over them again), but I have no complaints. **Recommendations to others considering Help Scout:** Don't be afraid to give them a try. The folks are there to help you out with anything you need, and the product is well worth it. **What problems is Help Scout solving and how is that benefiting you?** We do receive a high volume of support requests each day, and we also had a need for help docs to help lessen the load of emails we were getting. HelpScout has pretty seamlessly solved both of these issues for us with an excellent product that I'm more than happy to use and recommend. ### 35. Director of Sales and Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 24, 2017 **What do you like best about Help Scout?** It's integration with Slack. It's very easy to use, and we can separate channels by function. Also, love the canned responses and ability to provide attachments to emails. **What do you dislike about Help Scout?** Not much. Very good platform. Love the integrations with other APIs. I wish they had a live chat feature though. **What problems is Help Scout solving and how is that benefiting you?** Email Support for company. Benefits are the ease of use in managing support emails. ### 36. Good software for a core email based teams **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 09, 2017 **What do you like best about Help Scout?** Great UI, good interface and great workflow capabilities. + integration with a lot of apps **What do you dislike about Help Scout?** Ability to use auto distribution based on skill, reporting lacking badly, future dating & eta determination by email. **Recommendations to others considering Help Scout:** Good for basic startups and has all the tools minus what I've reviewed and mentioned on the points before. **What problems is Help Scout solving and how is that benefiting you?** Good robust self serve / basic email management ### 37. Functional **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 27, 2017 **What do you like best about Help Scout?** An easy and simple to navigate tool. It's not particularly robust, but for what we use it for, it is usable. **What do you dislike about Help Scout?** It's not very deep. The view of our inboxes is nice, but I'd like the ability to see all conversations and to see historical information about customers when looking at a conversation. **Recommendations to others considering Help Scout:** Make sure you have done your due diligence. This is a decent platform, but may not have all the features you want. **What problems is Help Scout solving and how is that benefiting you?** It has provided a nice email communications/ticketing system for us. We are also using it to host our knowledge base. ### 38. HelpScout makes life easier! **Rating:** 4.5/5.0 stars **Reviewed by:** Nicole N. | Senior Community Manager, Internet, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 21, 2016 **What do you like best about Help Scout?** HelpScout is not just a useful tool for handling multiple inboxes and customer inquiries, it is also constantly growing and adapting to their customer needs. Each new release provides something to make our lives easier and more organized. **What do you dislike about Help Scout?** The new search function isn't my favorite, but it's certainly not the worst. **Recommendations to others considering Help Scout:** Read their blog / newsletters! **What problems is Help Scout solving and how is that benefiting you?** We manage over 15 different inboxes - this allows us to stay organized, communicate within our team, and make sure our customers are best served. ### 39. Simple product with tons of functionality **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 28, 2017 **What do you like best about Help Scout?** It's so easy to stay on top of tickets that come in. I don't worry about missing a reply or ever wonder what needs to be done. **What do you dislike about Help Scout?** I wish more options existed for workshops. We would like to add tags based on custom information in tickets. **Recommendations to others considering Help Scout:** Give it a shot. **What problems is Help Scout solving and how is that benefiting you?** The options for passing on notes directly to other users makes communication so much better in our team. ### 40. Helpscout: A great ticketing and collaboration tool to handle customer requests. **Rating:** 5.0/5.0 stars **Reviewed by:** Mariano D. | CEO, Marketing and Advertising, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** July 11, 2016 **What do you like best about Help Scout?** * WORFLOWS! By far, this is my favorite feature. * Excellent, logical ticketing system. * Generous mailbox allotment. * The ability to set up one mailbox for customers that could be managed by multiple people. * Well thought out collaborative tools for managing customer needs and expectations. **What do you dislike about Help Scout?** * It can get a little on the expensive side * Occasional outages during the period we've been using them **What problems is Help Scout solving and how is that benefiting you?** We were looking for a system for managing customer requests and needs, and being able to collaborate effectively on requests that required interactions with more than one team member. Helpscout helps us do that, and with workflows it allows us to identify ways to automate processes so that it requires less interaction from us in cases where it isn't necessary. We all love this tool and definitely feel it helps us to support our customers more effectively. ### 41. Really Really Bad Product and Support **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** August 09, 2017 **What do you like best about Help Scout?** That it has a free trial. Otherwise, it's awful. **What do you dislike about Help Scout?** - Hundreds of bugs never get fixed. Bad support **What problems is Help Scout solving and how is that benefiting you?** I realized the benefits of zendesk. ### 42. Intuitive help desk software **Rating:** 4.0/5.0 stars **Reviewed by:** Brian L. | Writer, Internet, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** December 20, 2016 **What do you like best about Help Scout?** Help Scout has a very intuitive interface that allows support people to easily move through the queue, assign cases and most importantly, to merge threads that are connected to the same case. **What do you dislike about Help Scout?** I have no problems with Help Scout. I'm guessing the pricing wasn't as good as some other alternatives (as we have changed services). **What problems is Help Scout solving and how is that benefiting you?** Getting answers to customers quickly. Easy to follow on conversations above my level so that I can learn from others. ### 43. Our Go To **Rating:** 4.0/5.0 stars **Reviewed by:** Taylor H. | Support, Computer Software, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 05, 2016 **What do you like best about Help Scout?** I love being able to support our users emails with ease. This product is great for managing the incoming emails and tracking the volume that our team is receiving. The multi-folder option is great for diving up the emails between teams. The game changers for us are the saved reply option and knowledge-base configuration. This has been huge for our team. There support team kicks butt. **What do you dislike about Help Scout?** The frustrating this is most certainly the amount of down time. Since using Helpscout, our team has experienced a lot of down time. Helpscout is always great at communicating issues and taking ownership of them. It's hard to support our users if the software we use to support them goes down. Hopfully we'll see less down time. **Recommendations to others considering Help Scout:** Know that Helpscout is great for tackling email support. On the downside, there is occasional downtime and as your team expands you may need additional software to make sure response times and workflow stays quick and consistent. **What problems is Help Scout solving and how is that benefiting you?** This product has helped us support the many users that we have. Without it we'd be at a loss. ### 44. Easy tool to manage customer service inquiries **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Cosmetics | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 18, 2016 **What do you like best about Help Scout?** I like it's simple interface and also how it is able to pull up a customers information on the side bar, which allows a stronger context of who you are speaking to before responding. **What do you dislike about Help Scout?** It can get confusing if you have two people responding in the same inbox at once. **Recommendations to others considering Help Scout:** Ask for a demo so you are able to reap the benefits of all the features available. **What problems is Help Scout solving and how is that benefiting you?** We use it as a tool for customer relationship management. It allows for a seamless integration of our NPS platform, so all inquiries can be answered in a timely manner. ### 45. Efficient and streamlined **Rating:** 3.5/5.0 stars **Reviewed by:** Rachel M. | Senior Client Success Manager, Financial Services, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** January 19, 2017 **What do you like best about Help Scout?** Tracks all current and historical conversations. The assignment feature maximizes workflow and you can tag emails to flow into folders **What do you dislike about Help Scout?** Better searching features for closed tickets/emails that don't have tags **What problems is Help Scout solving and how is that benefiting you?** We handle people operations, tax, accounting and finance for our clients and use helpscout for our daily flow. ### 46. Helpscout Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Design | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** March 17, 2017 **What do you like best about Help Scout?** Easy to use platform, and I could respond to tickets easily **What do you dislike about Help Scout?** Lack of features and not as good customer support **Recommendations to others considering Help Scout:** If you dont need help normally, then this is the right system for you! **What problems is Help Scout solving and how is that benefiting you?** Easy to use platform to respond to tickets and unlimited users ### 47. Great basic ticketing software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** February 28, 2017 **What do you like best about Help Scout?** I love the simplicity and look of the platform. **What do you dislike about Help Scout?** When new tickets come in, I rely on the integrated alerts (in Slack) as new tickets don't appear unless I refresh the inbox page. **What problems is Help Scout solving and how is that benefiting you?** Email based support has been great for sales inquiries and basic questions that don't require any immediate assistance. ### 48. Super simple helpdesk software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** April 26, 2016 **What do you like best about Help Scout?** Its simple. The emails look like they come from a real person, not a computer. It works much more like an inbox than some other helpdesk systems. **What do you dislike about Help Scout?** Its not as feature packed as the competition meaning once you've been using it for a while and want to improve your process you can't always do so because they lack the features. Reporting is also fairly basic at the moment (e.g. doesn't show difference between the tickets waiting on customers or waiting on your team so you can report on SLAs) **What problems is Help Scout solving and how is that benefiting you?** Support our customers, easily, as a remote team while also making it super easy for the customers. Its been great. Once the mobile app is improved a little and built for iPad it will be even easier. ### 49. Help Scout, helps out **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 09, 2016 **What do you like best about Help Scout?** The customer service and ease of use of helpscout allows our small team to efficiently make a workstyle that fits us **What do you dislike about Help Scout?** The one thing we would like to see is the ability to send emails to specific cases **Recommendations to others considering Help Scout:** It's cheap and well made **What problems is Help Scout solving and how is that benefiting you?** Help Scout allows us to track and resolve issues in our office ### 50. Help Scout is a delight to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** May 04, 2016 **What do you like best about Help Scout?** Help Scout has the best support ever. Using it is a community experience. We have about 80 users with them, and it keeps a constant stream of connection between all our users. I have said on a regular basis that if we moved away from Help Scout, I would still follow their blog and community. They are 10/10! **What do you dislike about Help Scout?** It has crashed for an hour or so at a time. Very frustrating for us... We also have various bugs that are fixed now... Every time we have encountered a bug, their team has been responsive, quick and honest. They really are pros. **Recommendations to others considering Help Scout:** If your company is huge, you may want to only use this for support. Also, metrics are a little lacking as well. **What problems is Help Scout solving and how is that benefiting you?** Constant contact between all our customers and the team member that they tie to. We would sink without this. ## 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=8&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-09-25+09%3A12%3A42+-0500&secure%5Bsession_id%5D=4cfbdaaa-2e36-418a-83ba-b00e9cb0e3e7&secure%5Btoken%5D=7c90ccc27ad664d11b276482ecb8c9f3c401a409770abbec3315a3ec6e9b6be1&format=llm_user) ## Help Scout Features **Additional Functionality** - Third-Party Integrations - To-Do List - @mentions - Single Sign On - File Management - Activity Dashboard - Drag & Drop - Alerts/Notifications - Prioritization - Access Controls/Permissions - Screen Sharing - Content Management - Brainstorming - AI Copilot - File Transfer - Calendar Management - Status Tracking - Real-Time Notifications - Version Control - Task Management - Activity Tracking - Real Time Editing - Communication Management - Chat/Messaging - Tagging - Generative AI - Assignment Management - Task Scheduling - Project Management - Collaboration Tools - Workflow Management - Secure Data Storage - File Sharing - Document Storage - Task Progress Tracking - Discussions/Forums - Commenting/Notes - Reporting & Statistics - Contact Management - Video Conferencing - Progress Tracking - Mobile Access - API - Document Management - Customizable Branding **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **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 **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 - Real-Time Notifications - Real-time Consumer-facing Chat **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance - Batch Communications - Multi-Channel Communication - On-Demand Communications - Interactive Content **Analytics** - Trends - Performance Tracking **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Integrations** - Microsoft Outlook Integration - Gmail Integration - Apple Calendar Integration - Social Media Integration - Third-Party Integrations **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 - Generative AI **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Additional Functionality** - Real-Time Analytics - Email Management - API - Single Sign On - Search/Filter - Collaboration Tools - Third-Party Integrations - Activity Dashboard - Canned Responses - Surveys & Feedback - Reporting/Analytics - Transfers/Routing - Geotargeting - Interaction Tracking - CRM - Transcripts/Chat History - Document Storage - Screen Sharing - Contact Management - Autoresponders - Multi-Channel Communication - Mobile Access - AI Copilot - Offline Form - Real-Time Monitoring - Support Ticket Management - File Sharing **Additional Functionality** - Chat/Messaging - Customer Database - Customizable Branding - Call Recording - Autoresponders - IVR - Email Management - Template Management - SMS Messaging - Surveys & Feedback - Content Management - Knowledge Base Management - Compliance Management - Multi-Language - Interaction Tracking - Third-Party Integrations - Social Media Integration - Workflow Management - Customer History - Activity Dashboard - AI Copilot - Video Support - CRM - Inbox Management - API - Alerts/Notifications - Feedback Management - Reporting & Statistics - Collaboration Tools - Activity Tracking **Generative AI** - AI Text Generation - AI Text-to-Speech - AI Text Summarization - Generative AI **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 - Video Chat **Agentic AI - Email Management** - Autonomous Task Execution - Cross-system Integration **Additional Functionality** - Whitelisting/Blacklisting - Customizable Fields - Signature Management - Shared Inboxes - Email Distribution - Prioritization - Customizable Forms - AI Copilot - Mobile App - Routing - Activity Dashboard - Collaboration Tools - Inbox Management - Queue Management - Drag & Drop - Contact Management - Email Marketing - Data Recovery - Archiving & Retention - Real-Time Monitoring - Autoresponders - Multiple User Accounts - API - Real-Time Analytics - Customer Segmentation - Search/Filter - Support Ticket Management - Canned Responses - Workflow Management - Reporting/Analytics - Chat/Messaging - Response Management - Email Templates - Email Monitoring - Campaign Management - Email Tracking - Access Controls/Permissions - Spam Blocker - Alerts/Notifications - Customizable Templates - Real-Time Reporting - Tagging - Campaign Analytics - Workflow Automation **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Help Scout Alternatives - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,456 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,749 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 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