I'm a manager if HR and admin teams so HS isn't a daily tool for me. It's very convenient to get notifications to my email about new tickets or notes from my team members. Review collected by and hosted on G2.com.

I would say mobile interface and user friendliness should be improved. Every time I have to use HS on my phone I struggle a lot. Reporting (email) isn't familiar with public holidays in my country so SLA aren't accurate enough. Review collected by and hosted on G2.com.

There are a few things that I really like about Help Scout.

- Tag system

This is great for organizing customer tickets into quickly searchable categories.

- Workflows

Allows the team to quickly put a few steps into practice with one click. Review collected by and hosted on G2.com.

There isn't too much I dislike about Help Scout. The only thing that comes to mind is the formatting issues we've run into.

Using bullet points can sometimes be a mess, so I've actually adopted using (-) hyphens instead. Review collected by and hosted on G2.com.

The best about HelpScout is our Account Manager - Sewar Nasser. She is the best Account manager ever, very responsible, responsive, patient, she is always ready to help and navigate us through the features and provide the worrkarounds.

About HelpScout:

All in one tool for our Support. We host docs and emails there. Currently we are switching to HelpScout chat. We were using other tool before since HelpScout doesn't have the chat bot.

HelpScout have many additional features that can be used as the constructor to build your own. We use some of them for the client's navigation through the platform connected to the docs: beacons and In-Apps messages. Review collected by and hosted on G2.com.

They are not very flexible for the product updates and many additional features are not very adjustable without development involvement. Some custom settings either are not possible or possible with the development from our side. But the good thing, that they have these additional features. Review collected by and hosted on G2.com.

I like the UI, it's simple and easy to use. The knowledge base is also pretty simple. The ability to create and send pre-defined saved responses is great! I also love that I can see my results compared with my teammates (response times, ratings, # of emails answered, etc). Review collected by and hosted on G2.com.

Needs more productivity tools. Sometimes we have issues that take months to get resolved. So when a user reaches out to follow up with a previous issue, I'd like to be able to merge the tickets so it's all in one thread- but when you merge them, it makes the reply back time months old. It'd also be nice to preview/hide an email in a thread since some of ours are really lengthy and make reviewing tickets (to the beginning ) hard. Review collected by and hosted on G2.com.

HelpScout is much more than a shared inbox.

Yes, we went from having 6 Outlook shared inboxes to one centralized place for all customer, vendor, and team communications.

What I like the most:

Collaboration. If there's one thing that HS does best is taking team collaboration to the next level:

- Notes with @mentions

- Automatic workflows

- Shared folders

- Email notifications

- Hubspot integration

Search. Visibility across the entire organization and the ability to search.

For us, the ability to search for tickets across all company inboxes is very powerful.

Custom fields. We leverage custom fields for critical info about the ticket in question. Maybe it's a link to a Salesforce record or the customer's work order.

Easy & Fast Setup. Need website live chat? Need docs?

If you've got 10minutes you could set up both in less than that.

UI. The user interface is stellar. I spend hours working in Helpscout every day and don't go home with a headache. Review collected by and hosted on G2.com.

Not able to link tickets to each other. You can merge tickets easily but for that, you need the main contact email to be the same on the two emails you're merging.

Also would love to see a native integration with Asana. Review collected by and hosted on G2.com.

We really like the statistics on the keywords searched in our online documentation. This allows us to improve our articles and better answer our customers' questions. Review collected by and hosted on G2.com.

The integration with salesforce could be improved. Review collected by and hosted on G2.com.

HelpScout has a lot of great features that I found useful. Such as, seeing whether an email or message had been read by a customer. Also, being able to work with my team and view tickets together. Review collected by and hosted on G2.com.

I just wish the program did all the things. Our company switched to Gorgias since we have employees working from home. Now phone, chat and email is all integrated together in one place. Review collected by and hosted on G2.com.

The ability to add internal notes without having to send multiple emails to your co-workers Review collected by and hosted on G2.com.

The way tickets lose all tags when a case is closed. Finding an old closed ticket is a challenge. Review collected by and hosted on G2.com.

it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD. Review collected by and hosted on G2.com.

Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team. Review collected by and hosted on G2.com.

The most thing I liked was their sales team that presented a Demo for us. they care about our needs not just sell what they want! also, I like their clear and simple pricing. you can forecast and plan for your cost. for example, other tools like intercom or HubSpot have very complex pricing and I didn't see sincerity and care in their attitude. Also, I liked the UX of the panel, it was so simple. I just have a problem with features for workflows, I mean proactive human-based support.

Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees. Review collected by and hosted on G2.com.

as I said in comparison to intercom doesn't have features for proactive and friendly support. and SLA features. and because we're Shopify app developer we need merchandise review for our growth but helpscout have a feature that customer can end the chat. we don't like this feature and we wanted to disable it but we can't Review collected by and hosted on G2.com.