G2

Archer O.

employ

Mid-Market (51-1000 emp.)

11/5/2026

"Easy to use with great support but lacks good reporting"

5/5

What do you like best about Help Scout?

Team management, tags, canned responses and internal notes are all easy to manage. There is also collision detection to help prevent double replies by alerting if another agent is typing. The platform is clean, simple and easy to understand. New agents are able to get productive within a day or two. It has a familiar interface that any user of email will find easy to use. The team at Help Scout are very friendly, quick to respond and very knowledgeable. Their documentation and guides are some of the best we’ve seen. We had a few queries whilst setting it up however they are quick to provide straightforward answers. This meant we has a clear ROI with little training required. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Voice and call recording are not included in the software. To manage phone support, we will need to integrate a third party such as Aircall. Whilst there are some built-in reporting and analytics functions, they do not include any highly customizable features or advanced SLA measurements and would require upgrading to higher tier packages. The reporting functionality is great but basic, sometimes we have to export data or use other tools for more detailed analysis. Compared to larger helpdesks there are not as many advanced features available for complex ticketing, routing and automation. This would be best suited for smaller and medium-sized teams. Larger support teams may require more enterprise-level features. The chat functionality is simple and effective but does not include as many advanced features as dedicated chat platforms. Review collected by and hosted on G2.com.

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

Help Scout solves the issue of fragmented customer communications by bringing all of your email, chat & help docs into one place. With a streamlined process, they are able to offer fast response times, easy collaboration and an individualized experience to our customers. This increases customer satisfaction, reduces duplicated questions and saves us time. they have a single space for our support team to receive messages and keep that friendly relationship with our customers. Our self-service Docs and Beacon widgets mean that we can reduce duplicated questions and therefore spend more time solving complicated issues and keeping our CSAT scores high. Review collected by and hosted on G2.com.