HelpScout makes it super-easy to handle email support. It does all the basics, like assigning email threads to different people and managing those threads. You can track stats to see which members of your team have helped the most people. I especially like the "merge threads" feature-- users will often send in new emails instead of replying to the previous ones or will send in multiple emails about the same topic. Merging them into one thread helps keep things organized. Review collected by and hosted on G2.com.

This is a minor problem, but spam to our support inbox doesn't always get sorted automatically into the spam folder. HelpScout could benefit from a more modern spam filter. Review collected by and hosted on G2.com.

Ticket management for support

Help Center Review collected by and hosted on G2.com.

Coming from Zendesk, HelpScout seemed to be a step backwards Review collected by and hosted on G2.com.

Very easy to set up and maintain a workflow. As a result, our customers are very happy with the human support and self-service received. Docs are awesome - our team can plan accordingly, write and publish the product documentation in one place. Review collected by and hosted on G2.com.

There's not much I dislike. Even though the mobile app works fine, the UX could be improved in order to navigate easier. I frequently use the mobile app when I'm not at home, so that would be a big plus. Another thing I don't really like is that you can't style the Docs without too much custom code - would be nice to have some templates to choose from. Review collected by and hosted on G2.com.

The complete set of tools that HelpScout offers allows you to organize your customer's emails easily. One of my favorite features is the "Saved Reply" which allows me to write a faster reply with a starter template for common questions. Review collected by and hosted on G2.com.

You need to get used to the editor, and some strange behaviors it has, especially handling the output of lists or formatted code: it adds o removes lines before/after, so you need to save the reply to see how your customer will see the message because your current draft could not be the actual output. Another scenario with the editor is that it has different tools based on the contexts. E.g. in the saved replies screen, it doesn't include the "Add image" tool, other example: when you add a note, you can include code snippets, using the "Insert HTML" tool, but if you need to edit it then, this tool will not be available. Review collected by and hosted on G2.com.

The simplicity is what I love about Help Scout. I've tried other platforms, but for me, this is more comfortable for my eyes and user-friendly. I also like that the folders for my specific job responsibilities are clearly visible. I've been using this for a long time now and I can say I never had a hiccup.

The first platform we tried using, desk.com, was also simple but a bit confusing in the way that sections are placed. It wasn't strategical unlike what is with HelpScout, everything looks neat and organized so that even beginners will not be confused. I also love the blue color, it was pleasing to the eyes and I get to put my best profile photo so that my clients get to see my face and they know that I am a live person helping them out. I love the ability to filter the conversations based on the time you received them so that I can prioritize well. Review collected by and hosted on G2.com.

None at the moment. I like the current design of the platform, the color, the default font style, the simplicity, and access to basic information are very easy to locate.

I don't really have any complaints but all positive thoughts about this platform since I've used it for more than four years now. As a freelancer, it gets our job done effectively and efficiently with the help of HelpScout. My manager is really proud of our attaining our goals as an individual and as a team since we used HelpScout.

I hope to be able to share this great experience with new users and existing users out there looking for a good platform to use. Review collected by and hosted on G2.com.

Help Scout is packed with helpful features, but what makes it so good is really more than the sum of its parts. The product is clearly used by those who build it. Bugs are rare; reliability is regular. The add on features like Docs flow seamlessly together with the core experience.

Docs are fantastic—I can write a support article in one place and then surface that as a pop-up message on a web page, link to it on the product page, or insert it easily into an outgoing message.

Traffic Cop is one of the best quality of life features, which automatically stops an outgoing message from sending if a new message has been detected from the customer or another user. Review collected by and hosted on G2.com.

My biggest complaint is in the Docs editor, which is outdated and lacks features like undo/redo. If you try to use the browser keyboard shortcut for undo, it can cause unforeseen issues. However, this aspect of the service is known to be due for an update, and it should be uprgaded soon. The organizational structure in Docs is also a little lacking.

Also, as our company has added users to Help Scout for different departments, some users only interact with the service using the notification emails. While this is a very convenient, it makes things awkward in Help Scout because their reply is added as a note. Review collected by and hosted on G2.com.

Help Scout is super user friendly! I love that you can have one support email and assign emails to different members on your team. I also love that you can leave notes on an email for a colleague to review before sending off. I also appreciate the separation of inboxes so that all emails feel organized depending on the mindset I need to be in when in the help desk (i.e. sales vs support). Review collected by and hosted on G2.com.

Sometimes there are bugs with drafts which can be frustrating because I rely heavily on my drafts being saved. I also wouldn't mind a more pretty design and customizable colors for different user accounts. Review collected by and hosted on G2.com.

Super friendly platform they have, Im sure it was created by people with LOTs of experience in massive emails management as all the features looks like a dream coming true for us. Also the support team has is one of the best customer services I have ever seen, specially our account manager Sewar. She was fantastic at explaining, training and making this dream true for us. Review collected by and hosted on G2.com.

Probably the timing it cost for my IT team and Helpscout team to connect the mailboxes, it was long and crazy but we finally did it. Review collected by and hosted on G2.com.

Being able to have a view across the team Review collected by and hosted on G2.com.

I do not like the subject line merging and removing any added text

I also do not like that threads break Review collected by and hosted on G2.com.

I like having the opportunity to assign conversations to individuals. It creates a more personable customer service experience for the client and allows increased organization internally. Review collected by and hosted on G2.com.

One thing I do dislike is the "Traffic Cop" aspect of Helpscout. There are times when it doesn't work as intended if you are responding from your personal email that is linked to helpscout vs in the helpscout dashboard. Review collected by and hosted on G2.com.