AG

Abdul G.

Accounts Payable Manager

Small-Business (50 or fewer emp.)

10/1/2025

"Easy Accessible Historical Data"

4.5/5

What do you like best about Help Scout?

Helpful to identify the old data quicker than my outlook. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Interface need to be little softer, sometime I felt it need to improved Review collected by and hosted on G2.com.

TS

Tracey S.

Customer Service Rep

Small-Business (50 or fewer emp.)

7/31/2025

"Help scout review"

4.5/5

What do you like best about Help Scout?

I like that help scount is so easy to use and send emails to colleges Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

it loses connection sometimes and i wish it didnt have connection issues Review collected by and hosted on G2.com.

DP

Damiaan P.

Zaakvoerder

Small-Business (50 or fewer emp.)

5/17/2022

"Down to earth product that works"

5/5

What do you like best about Help Scout?

Helpscout was easy to setup. And to maintain the system. And as a result my customers are helped much better.

Also, they are very clear in there communication. Once, they announced a change in the system. They helped me on every aspect to implement this change and to make sure everything was setup correctly. Awesome support. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Helpscout is not the most extensive product. It feels like some reports are limited in the drilldown capacities.

Also being "online" in the chat window is necessary to allow customers to "chat". While I am always available, I do not have the site always open. So our chat is not as much offline as it was. Review collected by and hosted on G2.com.

SB

Steven B.

Analyst

Mid-Market (51-1000 emp.)

7/30/2025

"Used Helpscount as Helpdesk specialist"

5/5

What do you like best about Help Scout?

The ability to look up past cases by keywords, reply to customers by aggregating past replies and easily track incoming issues. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Nothing at this time, at least. I am sure there are shortcomings. Review collected by and hosted on G2.com.

UC

Verified User in Computer Software

Small-Business (50 or fewer emp.)

12/5/2024

"Clear and intuitive platform for managing multiple inboxes within the team"

4/5

What do you like best about Help Scout?

I use this tool daily to manage our company’s integrated Google inboxes. The clean, well-organized interface keeps distractions to a minimum, making it easy to focus on each task efficiently.

They also offer a weekly newsletter on customer support, which is always an enjoyable read! Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

The spam folder sometimes indicates active messages, but when opened, it appears empty. This makes me worry that important emails might be missed. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

I use this tool on a daily basis to keep track of incoming messages and it is great to make sure I don’t miss any client inquiries. It’s also great for teamwork as it enables multiple people handle communications at the same time, so there’s no risk of sending duplicate emails. Overall, it really helps me stay organized and on top of things in my role as a support representative. Review collected by and hosted on G2.com.

UE

Verified User in E-Learning

Small-Business (50 or fewer emp.)

5/28/2025

"Help Scout, the Essential Customer Support Platform"

5/5

What do you like best about Help Scout?

It is user-friendly, very efficient, and reliable. Allows easy integrations with other systems. Ease of interaction with customers from the support side. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

I can't think of any at this time. I do not have any dislikes. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

Solving problems related to customer support and communication, specifically by providing a unified platform for managing customer interactions across various channels. This platform streamlines support operations, enhances customer experience, and enables collaboration among customer-facing teams. Review collected by and hosted on G2.com.

ZE

Zameika E.

Team Lead

Small-Business (50 or fewer emp.)

6/6/2025

"Not as expansive as I’d like"

3/5

What do you like best about Help Scout?

I would say I love the clean cut look of its system Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

It needs more features. Phones, AI agents Review collected by and hosted on G2.com.

JK

Jonathan K.

Angel Investor

Small-Business (50 or fewer emp.)

12/12/2024

"Using Helpscout since 2015"

4/5

What do you like best about Help Scout?

Helpscout has been the cornerstone of our support team for nearly 9 years. We've enjoyed the smooth experience, custom workflows and constant deploymetn of new and useful features. The team is always responsive to our feature requests and more often than not we end up seeing these features added to the experience. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

It's a little on the expensive side for us but the value is there - we just carefully watch the number of seats we need month to month. Review collected by and hosted on G2.com.

FM

Fahim M.

Support Team Lead

Computer Software

Mid-Market (51-1000 emp.)

1/2/2025

"One of the best support portal I ever used"

5/5

What do you like best about Help Scout?

mail delivery was the faster like google mail. their documentation and blogs are super friendly. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

not open source and can't modify features from subscribers end. can't add large size of attachment file. Review collected by and hosted on G2.com.

DA

David A.

President

E-Learning

Small-Business (50 or fewer emp.)

7/24/2024

"Clear interface, multi-featured, good API, and unparalleled amazing support"

5/5

What do you like best about Help Scout?

The customer support is over-the-top, amazing, above-and-beyond helpful. These are not clichés, they should be taken literally. Turing's Craft has used HelpScout for years, but now we are transitioning from a for-profit company with a fee-based service to a non-profit that will be funded by grants. Until we get the grants, we had to drop the HelpScout service-- and even though we were dropping them, they gave us tremendous help in ways that they were totally not obliged to do. So that is a real measure, don't you think? Going out of your way to help a customer that is leaving. And this has been consistent with their approach through the many years we've used them. OK that's the customer support-- the rest is all good but you can see that through their demos and trials. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Absolutely nothing, that is there is nothing that I dislike about their service. Sorry. I should be able to think of something. But I can't. Review collected by and hosted on G2.com.

What problems is Help Scout solving and how is that benefiting you?

Any and all support requests went through HelpScout. The API allowed logged-in customers to seek help and along with their words we would get all sorts of details their account, their usage and their situation which made resolution of problems very quick. And of course they could fill in a help-form outside our app. Everything was smooth, the interface made it easy to categorize and classify requests and manage who in the company would field them. Review collected by and hosted on G2.com.