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.

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.

When I first started as a support engineer, we used Help Scout for all our email support and Intercom for all our chat support. I found Help Scout to be a great environment to manage emails from, with great macro templates, tagging, and lots of other handy automation.