The affordability of helpscout when comparing to the high priced competitors. We are using help scout as our Live Chat Support channel, and for our knowledgebase. When our team is not available to provide support, there we have our Knowledgebase integrated with the Live Chat widget, which helps us to reduce the support requests. Review collected by and hosted on G2.com.

The interface is still seems to be old to me, it can be improved with easy navigation like other tools. Review collected by and hosted on G2.com.

Smooth UI/UX, ability to set up automatic and manual workflows Review collected by and hosted on G2.com.

Can get buggy at times, reports may have caching issues Review collected by and hosted on G2.com.

The Notes section and process automation helps us loop out QA and Dev team to directly look into the tickets and resolve them on the go. Review collected by and hosted on G2.com.

When we automate ticket emails, every time an email action happens on the ticket thread, the same email is repeatedly sent to all recipients, which causes duplicacy. Review collected by and hosted on G2.com.

It is great for content management and allows you check performance of your content with audience Review collected by and hosted on G2.com.

It would be great if it automatically prompts customers to review the article when they are about to close it without them having to scroll to the bottom Review collected by and hosted on G2.com.

HelpScout is great for ticketing that allows additional collaborators, making draft emails to customers, and getting quick and easy service to those customers who inquire. The note option is incredibly useful for small teams that need to collaborate or follow up with a customer when the agents may need additional information or assistance. There is a lot of intuitive UI structure in HelpScout and it's easy to get a grasp on using as a new employee. Review collected by and hosted on G2.com.

The reporting is limited for what our needs as a growing company are. Trying to get the reports emailed and importing information to other services can me a challenge. We have had to use several means of documenting and collecting data for our customers based on what they want to hear about and see the data for. As we have continued to grow, our company has had to consider other alternatives because of this issue. There is room for improvement, and it could really make HelpScout a great HelpDesk ticketing application. Review collected by and hosted on G2.com.

The ability to have differenty types of customers/or email topics to be funneled to specific inboxes and teams. Review collected by and hosted on G2.com.

The keyboard shortcuts sometimes block certain actions - I often find when trying to tag that the system thinks I'm using a shortcut & then follows a ticket, not tag. Review collected by and hosted on G2.com.

Helpscout has a pleasing UI that most email management tools lack. It comes with really cool features such as setting up manual/auto workflows that can really impact your work. Review collected by and hosted on G2.com.

Sometimes there are indexing issues with the emails in the list which can cause erroneous data in reports but it's rare. Some new features could also be added such as AI/AGI-aided responses. Review collected by and hosted on G2.com.

I love how easy it is to collaborate with different departments. We can escalate tickets from support to tech and to account managers very easily no noone loses visibility on the ticket. Review collected by and hosted on G2.com.

I realized that the previous conversation on the right side isn't always accurate and just shows random conversations sometimes not linked to the customer. but overall, I love HS Review collected by and hosted on G2.com.

Help Scout offers all the features you want, but doesn't nickle and dime you for it like the bigger names do. (Integrations, custom reporting, Help Desk/FAQ Center, CSAT, etc.) Review collected by and hosted on G2.com.

Once you've been working in other software for a while, it can be slightly challenging to find where everything is. BUT I feel like their terminology is easier to jump into out-of-the-box so the learning curve is not steep. Review collected by and hosted on G2.com.

The beacon is very nice and easy to embed onto your website. That makes it easy to support website visitors and customers in our app. The helps docs system is also nice since it's embedded straight into the help beacon making it easy for the user to get help without going to the help docs. Review collected by and hosted on G2.com.

The customization options for the help docs are fairly limited. It would be nice to be able to add some javascript to customize things more. Also, the beacon has limited customization too. We can make do with what's available, but more flexibility in the customization would be nice. Review collected by and hosted on G2.com.