# Help Scout Reviews **Vendor:** Help Scout **Category:** [Help Desk Software](https://www.g2.com/categories/help-desk) **Average Rating:** 4.4/5.0 **Total Reviews:** 428 ## About Help Scout Help Scout is the go-to support platform for growing businesses. It's quick to set up, easy to use, and allows teams to manage all support interactions—whether through email, live chat, social media, or self-service—in one unified platform. With advanced tools for collaboration and organization, teams using Help Scout are able to assist 52% more customers. Those who take advantage of our AI features see an additional 36% boost in productivity. Plus, you can build help centers and embed support options directly on your website or app, giving customers instant answers and reducing support volume by 30%. It's no wonder Help Scout is a favorite among support professionals and customers. You can get started in just 15 minutes and become a power user within a day. Teams using Help Scout achieve 25% higher CSAT scores than the industry average and consistently surpass their metrics, helping more customers while delivering exceptional service. ## Help Scout Pros & Cons **What users like:** - Users value the **user-friendly interface** of Help Scout, enhancing collaboration and streamlining customer support efficiency. (14 reviews) - Users appreciate the **intuitive interface** and **efficient team collaboration** features of Help Scout for streamlined support. (11 reviews) - Users find Help Scout **extremely helpful** for efficient team management and seamless customer communication tracking. (11 reviews) - Users find Help Scout's **customer support** exceptional, enjoying its reliability, efficiency, and user-friendly interface for resolving queries. (7 reviews) - Users appreciate the **knowledge base availability** of Help Scout, empowering customers to find solutions independently. (7 reviews) - Integrations (6 reviews) - Chat Features (5 reviews) - Communication (5 reviews) - Users appreciate the **easy setup** of Help Scout, enabling quick implementation and seamless customer support. (5 reviews) - Intuitive (5 reviews) **What users dislike:** - Users find the **lack of features** in Help Scout limits advanced reporting and workflow customization, impacting functionality. (8 reviews) - Users find Help Scout has **limited features** , making it less competitive and challenging for advanced reporting and customization. (7 reviews) - Users find Help Scout lacking in **features and reporting options** , necessitating upgrades for advanced capabilities. (7 reviews) - Users find the **limited customization** options in Help Scout restrictive, hindering their ability to tailor complex workflows effectively. (4 reviews) - Users feel that Help Scout offers **limited functionality** , wishing for more features and customization options in the interface. (4 reviews) - Users experience **email issues** due to workflow toggling, leading to unintended email responses and report inaccuracies. (3 reviews) - Expensive (3 reviews) - Inadequate Reporting (3 reviews) - Interface Issues (3 reviews) - Limited Analytics (3 reviews) ## Help Scout Reviews ### 1. Customer Context at a Glance with Human, Efficient Workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Noxy P. | Operations Associate, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** April 19, 2026 **What do you like best about Help Scout?** I appreciate the variety of tools Help Scout offers for managing our team’s support workflow. We rely heavily on chat and email, but it’s also really useful to have built-in automations, saved replies, and Beacon messaging available. Lately, we’ve been taking advantage of their newer AI features, which have become part of our regular process. All of this helps us stay connected with our customers, better understand their experience with our product, and deliver a high level of customer support. **What do you dislike about Help Scout?** More flexibility and customization options would be really valuable. We already have a fairly deep integration with our own product, but being able to tailor it even further to better support our customers day to day would make a big difference. We’ve also experienced periodic outages, which can be frustrating. When the system goes down, it limits our ability to communicate with users, which can impact their trust in our business. Additionally, the current limitations around customization mean we’re missing chances to improve the experience—like offering more tailored ways for customers to find the resources they need.s on the fly. **What problems is Help Scout solving and how is that benefiting you?** I use Help Scout to respond to customer inquiries, chat with users, set up automations, and equip them with the resources they need to succeed. It gives us clear insight into their journey and helps us deliver high-quality customer support. ### 2. Seamless, Human-Like Support Emails with Strong Behind-the-Scenes Collaboration **Rating:** 4.0/5.0 stars **Reviewed by:** Afzal M. | Operations Manager Crypto, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2026 **What do you like best about Help Scout?** The best part about Help Scout is that it doesn't look like a ticketing system to the end user. In my line of work, I manage relationships with Tier-1 global crypto exchanges and high-volume institutional partners. When we are handling a sensitive $10M settlement exception or running a complex KYC/AML onboarding workflow, communicating via a robotic "Ticket #12345 has been created" email sets the wrong tone. Help Scout allows our operations, legal, and compliance teams to collaborate seamlessly behind the scenes using internal notes and collision detection, while the external partner just experiences a normal, highly responsive email thread. **What do you dislike about Help Scout?** The native reporting and operational analytics are a bit too basic for my needs. To get the level of operational MI I require—like granular partner health metrics, specific SLA breaches, or complex resolution time tracking—I usually have to export the data and build custom dashboards in Tableau or Google Sheets. It also lacks some of the heavy-duty, enterprise-level routing logic you'd find in a tool like Zendesk. **What problems is Help Scout solving and how is that benefiting you?** It centralizes our cross-functional communications. When we are migrating a token standard across 40+ exchanges, we have engineering, ops, and partner managers all needing visibility on the same communications. Help Scout acts as a shared source of truth that prevents duplicate replies and keeps the team aligned, which significantly speeds up our resolution times for settlement disputes and onboarding bottlenecks. ### 3. Robust Features but Requires Improved Reliability **Rating:** 4.5/5.0 stars **Reviewed by:** Magdalena O. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 08, 2026 **What do you like best about Help Scout?** I like Help Scout's wide range of features for my team's support setup. We use chat and email a lot, but it's great that there are also pre-baked automations, saved replies, and beacon messages. Recently, they've launched a bunch of AI features that we use regularly. These aspects help us stay in touch with our customers, understand their journey and experience with our product, and enable us to offer first-class customer support. **What do you dislike about Help Scout?** More customisation would be handy. We have a rather deep integration with our own product, but getting it to work even closer to our customers on a daily basis would be great. They also seem to have regular outages, which is a pain. When there's an outage, we often can't contact our users, and it's detrimental to their trust in our business. Lack of better customisation means we're missing out on business opportunities, like giving people more options to find the right resources. **What problems is Help Scout solving and how is that benefiting you?** I use Help Scout for replying to customers' questions, chatting with them, setting up automations, and providing them with the tools they need to succeed. It helps us have a good understanding of their journey and offer first-class customer support. ### 4. A solid ticketing system tool for communication via email **Rating:** 4.0/5.0 stars **Reviewed by:** Milos J. | Customer Care Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** May 07, 2026 **What do you like best about Help Scout?** What I like most is the application interface, which is simple and contained within a single window. Unlike other similar applications that have multiple navigation menus and user account menus, everything here is so polished that it looks effortlessly simple. The labels are aligned at the level of the ticket title, where the visibility is excellent. **What do you dislike about Help Scout?** Limited capability for a broader ecosystem, for example for calls and chat. **What problems is Help Scout solving and how is that benefiting you?** We use it as an email ticketing system for communication with our customers. ### 5. Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal **Rating:** 5.0/5.0 stars **Reviewed by:** Vasim T. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** January 20, 2026 **What do you like best about Help Scout?** What I like best about Help Scout is its clean, intuitive interface and the way it keeps customer conversations personal and organized. It makes it easy to collaborate as a team, track conversations across channels, and respond efficiently without losing context. The shared inbox, automation features, and reporting tools help streamline support workflows while still delivering a human, email-like experience for customers. **What do you dislike about Help Scout?** What I dislike about Help Scout is that some advanced features and reporting options are limited unless you move to higher plans. Customization for complex workflows can feel restrictive, and integrations or automations may require additional tools or workarounds. For fast-growing teams, costs can also increase as you add more users. **What problems is Help Scout solving and how is that benefiting you?** Help Scout solves the problem of managing customer support conversations in a way that feels personal and organized. It brings all inquiries from email and other channels into a single shared inbox, so our team can collaborate effectively without losing context or duplicating responses. The ability to automate repetitive tasks, track performance with reporting, and create a self-service knowledge base has improved response times, reduced manual work, and increased customer satisfaction. Overall, it helps us deliver consistent, human-centered support at scale. ### 6. Easy Team Management, Instant Updates, and Seamless Integration **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Help Scout?** It is very easy to use, and managing teams is also straightforward. Whenever there is an email or chat, we are able to get instant updates, and it’s easy to assign conversations to everyone who is available. It also provides seamless tracking of our CSAT and average handling time. Saved replies are useful, the automated AI is very helpful, and the integration with Jira is seamless. As a customer success team, we can easily respond to client queries. **What do you dislike about Help Scout?** Nothing as of now. We’re pretty much enjoying it so far. **What problems is Help Scout solving and how is that benefiting you?** Whenever any client reaches out, it’s very easy to assign the conversation across the team. The snooze option also helps with following up with the client, and we can schedule messages as well. We can keep the conversation marked as active, pending, or closed to keep track of issues. ### 7. User-Friendly and Reliable—HelpScout Gets the Job Done **Rating:** 4.5/5.0 stars **Reviewed by:** Sabyasachi M. | Senior customer success executive, Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Help Scout?** The best thing about HelpScout is how user-friendly it is and how easy it is to navigate between different tabs. HelpScout may look a bit old-school, but it gets the job done, and the UI is quite simple. I’ve been using it for 2 years and have never been disappointed. **What do you dislike about Help Scout?** It should offer more detailed analytics and better filtering options while we review the CSAT. **What problems is Help Scout solving and how is that benefiting you?** HelpScout is our main help desk, where we connect with our clients on a daily basis through email and chat. ### 8. Help Scout; Scalable Help Assistance from the App, But Still, Work in Progress **Rating:** 4.0/5.0 stars **Reviewed by:** Sunnysher H. | Digital Marketing Expert , Medical Practice, Small-Business (50 or fewer emp.) **Reviewed Date:** September 23, 2025 **What do you like best about Help Scout?** Help Scout is users and customer focused, ensuring that the UI is accessible and articulate The app has a shared inbox, that all conversations are shared by any individual in a firm The knowledge base availability from Hep scout makes our customers find solutions alone The tool foster live chats, a fruitful way of addressing issues that arise anywhere any time **What do you dislike about Help Scout?** Help Scout is work in progress, where multiple services are not yet automated The reporting capabilities from Help Scout are shallow and they need advanced support **What problems is Help Scout solving and how is that benefiting you?** We use Help Scout technology to handle customers concerns in a centralized manner and all departments share inboxes Repeat questions are answered by the incorporated Knowledge base, which contains all the relevant information required No collision when handling customers challenges due to the clarity in shared roles We consistently evaluate the responses our team issues to our customers to ensure no errors occur ### 9. Help scout **Rating:** 4.5/5.0 stars **Reviewed by:** Anshu K. | Product specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 29, 2025 **What do you like best about Help Scout?** Help Scout is customer support or help desk tool which is mostly used in our oraganisation to provide customer support to our customer and resolve their quarry. We can also make record of provided support by creating ticket on help scout . **What do you dislike about Help Scout?** Some time its advance feature require subscriptions either monthly or annually. sometime it is not secure than other helpdesk tool . **What problems is Help Scout solving and how is that benefiting you?** Help scout is used for providing customer support to our customer . we can also create ticket and maintain records or providing support which make profe of customer query.We can also choose language for proding support. ### 10. Helpscout is very CX user friendly for handling emails **Rating:** 5.0/5.0 stars **Reviewed by:** Chandu P. | Growth Support Member, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** June 13, 2023 **What do you like best about Help Scout?** I feel helpscout is a best tool compared to all other competitors who are still in the learning stage of email management. The number of workspaces, modifications, feature rich tool helps in effective management of all inbound customer emails. **What do you dislike about Help Scout?** The thin line between switching between auto and manual workflow, which can trigger 1000's of responses to closed emails is a problem, there needs to be a dialog box warning users the result of action while setting up a workflow. Ive triggered 2000 email responses for already closed email just because of 1 toggle switch, which I did not notice until some other person reported. **What problems is Help Scout solving and how is that benefiting you?** Helpscout is solving all email support issues at our organization. We have 6 email workspaces on helpscout all for various entry points of email queries. HS is helping us effectively manage all the emails on our platform. ### 11. Utilizing Help Scout to simplify day to day customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Justin G. | Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** September 16, 2025 **What do you like best about Help Scout?** Technical support is #1. They're team is constantly updating features and notifying their customers with new information and products in a way that isn't salesy or pushy, but purely informative. **What do you dislike about Help Scout?** The way emails are produced/created can be confusing with the newest update, but once you get the hang of it it's not so bad. I do prefer the original style from 2020 when we first started utilizing Help Scout **What problems is Help Scout solving and how is that benefiting you?** Before Help Scout we would manually login to multiple different email platforms to respond to our customers. Now all email inboxes and live chat are all in one, convenient place. ### 12. Great for Tracking Tickets, but CRM Integration Is Missing **Rating:** 2.5/5.0 stars **Reviewed by:** Emily J. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** March 03, 2026 **What do you like best about Help Scout?** It is very easy to keep track of incoming tickets **What do you dislike about Help Scout?** it is not integrated in my CRM, I like having easy access to all the history of my clients when I have a ticket **What problems is Help Scout solving and how is that benefiting you?** I have a very complete service hub with my knowledgebase and tickets ### 13. User-Friendly Interface, but Reporting Discrepancies and Slow Support **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 29, 2026 **What do you like best about Help Scout?** User Friendly and easy to understand interface **What do you dislike about Help Scout?** Its not great for reports and has a lot of discrepancies. Less Features compared to other platforms and their customer support is too slow. **What problems is Help Scout solving and how is that benefiting you?** Its helping us with conversation managament with clients. ### 14. Streamlined Cross-Department Communication with Easy Email Assignment **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.) **Reviewed Date:** January 13, 2026 **What do you like best about Help Scout?** Help Scout has streamlined the flow of communication among all facets of our organization. It allows for users to easily direct emails from one department to the other with forwarding and assigning features. **What do you dislike about Help Scout?** Seems that there are often issues generating media from messages which can make it hard to see all of the content. **What problems is Help Scout solving and how is that benefiting you?** Help Scout is making it easier for us as an organization to forward and direct mail to the correct teams in an organized manner. ### 15. Centralized Support That Connects Perfectly With HubSpot **Rating:** 4.5/5.0 stars **Reviewed by:** Marcelo H. | Customer Success Manager, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Help Scout?** The shared inbox keeps all client conversations organized in one place, and the HubSpot integration automatically adds context to every interaction. Saved replies make it easy to respond quickly and consistently, and having the Knowledge Center built into the same platform makes supporting clients even easier. **What do you dislike about Help Scout?** Reporting can feel a bit limited at times, and more customization options for workflows would be helpful. **What problems is Help Scout solving and how is that benefiting you?** Help Scout centralizes all client communications, saved replies, and our Knowledge Center in one place, making it much easier to manage support. ### 16. Easy to Use, Occasional Lag but Resolved Quickly **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2026 **What do you like best about Help Scout?** It is quite easy to use. Budget friendly. **What do you dislike about Help Scout?** It lags sometime, but gets resolved instantly. **What problems is Help Scout solving and how is that benefiting you?** This helped me in efficiently manage our chats and emails, shared inbox is something very nice. ### 17. Overall great product **Rating:** 3.0/5.0 stars **Reviewed by:** Lisa K. | Advisor, Sales and Training, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Help Scout?** I like how simple it is to use to create help docs **What do you dislike about Help Scout?** Sometimes I wish it had more advanced functionality in the HelpDocs module like team collaboration in edit mode and article filtering to search and the ability to download a list of all articles for example **What problems is Help Scout solving and how is that benefiting you?** Provide easy ability to create and publish support content, modify on the fly and see history of article revisions. ### 18. Easy Accessible Historical Data **Rating:** 4.5/5.0 stars **Reviewed by:** Abdul G. | Accounts Payable Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Help Scout?** Helpful to identify the old data quicker than my outlook. **What do you dislike about Help Scout?** Interface need to be little softer, sometime I felt it need to improved **What problems is Help Scout solving and how is that benefiting you?** data finding ### 19. Help scout review **Rating:** 4.5/5.0 stars **Reviewed by:** Tracey S. | Customer Service Rep, Small-Business (50 or fewer emp.) **Reviewed Date:** July 31, 2025 **What do you like best about Help Scout?** I like that help scount is so easy to use and send emails to colleges **What do you dislike about Help Scout?** it loses connection sometimes and i wish it didnt have connection issues **What problems is Help Scout solving and how is that benefiting you?** helps me with daily work issues ### 20. Down to earth product that works **Rating:** 5.0/5.0 stars **Reviewed by:** Damiaan P. | Zaakvoerder, Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2022 **What do you like best about Help Scout?** Helpscout was easy to setup. And to maintain the system. And as a result my customers are helped much better. Also, they are very clear in there communication. Once, they announced a change in the system. They helped me on every aspect to implement this change and to make sure everything was setup correctly. Awesome support. **What do you dislike about Help Scout?** Helpscout is not the most extensive product. It feels like some reports are limited in the drilldown capacities. Also being "online" in the chat window is necessary to allow customers to "chat". While I am always available, I do not have the site always open. So our chat is not as much offline as it was. **What problems is Help Scout solving and how is that benefiting you?** Helpscout is our ticketing system to provide initial communication with new customers and ongoing support with existing customers. Both via e-mail and in-app using the widgets. The biggest benefits are better customer conversations, faster answers, and an extensive help database. ### 21. Used Helpscount as Helpdesk specialist **Rating:** 5.0/5.0 stars **Reviewed by:** Steven B. | Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Help Scout?** The ability to look up past cases by keywords, reply to customers by aggregating past replies and easily track incoming issues. **What do you dislike about Help Scout?** Nothing at this time, at least. I am sure there are shortcomings. **What problems is Help Scout solving and how is that benefiting you?** Tracking customer issues, replying with the best and most current available information. ### 22. Clear and intuitive platform for managing multiple inboxes within the team **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** December 05, 2024 **What do you like best about Help Scout?** I use this tool daily to manage our company’s integrated Google inboxes. The clean, well-organized interface keeps distractions to a minimum, making it easy to focus on each task efficiently. They also offer a weekly newsletter on customer support, which is always an enjoyable read! **What do you dislike about Help Scout?** The spam folder sometimes indicates active messages, but when opened, it appears empty. This makes me worry that important emails might be missed. **What problems is Help Scout solving and how is that benefiting you?** I use this tool on a daily basis to keep track of incoming messages and it is great to make sure I don’t miss any client inquiries. It’s also great for teamwork as it enables multiple people handle communications at the same time, so there’s no risk of sending duplicate emails. Overall, it really helps me stay organized and on top of things in my role as a support representative. ### 23. Help Scout, the Essential Customer Support Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Help Scout?** It is user-friendly, very efficient, and reliable. Allows easy integrations with other systems. Ease of interaction with customers from the support side. **What do you dislike about Help Scout?** I can't think of any at this time. I do not have any dislikes. **What problems is Help Scout solving and how is that benefiting you?** Solving problems related to customer support and communication, specifically by providing a unified platform for managing customer interactions across various channels. This platform streamlines support operations, enhances customer experience, and enables collaboration among customer-facing teams. ### 24. Not as expansive as I’d like **Rating:** 3.0/5.0 stars **Reviewed by:** Zameika E. | Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** June 06, 2025 **What do you like best about Help Scout?** I would say I love the clean cut look of its system **What do you dislike about Help Scout?** It needs more features. Phones, AI agents **What problems is Help Scout solving and how is that benefiting you?** Contacting clients efficiently ### 25. Using Helpscout since 2015 **Rating:** 4.0/5.0 stars **Reviewed by:** Jonathan K. | Angel Investor, Small-Business (50 or fewer emp.) **Reviewed Date:** December 12, 2024 **What do you like best about Help Scout?** Helpscout has been the cornerstone of our support team for nearly 9 years. We've enjoyed the smooth experience, custom workflows and constant deploymetn of new and useful features. The team is always responsive to our feature requests and more often than not we end up seeing these features added to the experience. **What do you dislike about Help Scout?** It's a little on the expensive side for us but the value is there - we just carefully watch the number of seats we need month to month. **What problems is Help Scout solving and how is that benefiting you?** Helpscout keeps our support operations streamline - we manage 200-300 support tickets a week across 5 support team members. ### 26. One of the best support portal I ever used **Rating:** 5.0/5.0 stars **Reviewed by:** Fahim M. | Support Team Lead, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** January 02, 2025 **What do you like best about Help Scout?** mail delivery was the faster like google mail. their documentation and blogs are super friendly. **What do you dislike about Help Scout?** not open source and can't modify features from subscribers end. can't add large size of attachment file. **What problems is Help Scout solving and how is that benefiting you?** can manage thousands customer in one dashboard. ### 27. Clear interface, multi-featured, good API, and unparalleled amazing support **Rating:** 5.0/5.0 stars **Reviewed by:** David A. | President, E-Learning, Small-Business (50 or fewer emp.) **Reviewed Date:** July 24, 2024 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** Absolutely nothing, that is there is nothing that I dislike about their service. Sorry. I should be able to think of something. But I can't. **What problems is Help Scout solving and how is that benefiting you?** Any and all support requests went through HelpScout. The API allowed logged-in customers to seek help and along with their words we would get all sorts of details their account, their usage and their situation which made resolution of problems very quick. And of course they could fill in a help-form outside our app. Everything was smooth, the interface made it easy to categorize and classify requests and manage who in the company would field them. ### 28. Very simple & user friendly communication tool **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie Amor P. | Customer Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2024 **What do you like best about Help Scout?** I like that it's very simple to use. Nothing too complicated. Like what you need is what you'll get. Some customer support communication tools/software have a lot of features that we rarely use in our day to day job. And most of them, are just all over the interface which can be too overwhelming for new users. But Help Scout is not one of these tools. It's just very easy to the eyes and not too overwhelming. You just see your inbox - and the different email categories (unassigned, mine, drafts, etc.). The design is so simple and clean. **What do you dislike about Help Scout?** Nothing. I just love how very straightforward it is and just serve its very purpose. **What problems is Help Scout solving and how is that benefiting you?** The ease of use. I believe that in my profession as a support specialist, it's a big help that the tools we use to communicate with our customers are very easy to understand and use. It shouldn't be too complicated and should be true to its purpose. Since Help Scout is very easy to use and the design is very clean, straightforward and very functional, it really helped me to do my day to day tasks with ease. ### 29. Best way to provide support **Rating:** 5.0/5.0 stars **Reviewed by:** Sharon J. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Help Scout?** Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far. **What do you dislike about Help Scout?** There is only one knowledgebase template/design is available, it will be great if we have different templates to choose from, also the interface of the platform, mainly the inbox UI can be improved a lot for better experience. **What problems is Help Scout solving and how is that benefiting you?** We use Helpscout to set up knowledge bases for our client's businesses and provide them with a live chat and self-service support widget. But it is only possible to create one knowledgebase per subscription, the Helpscout team can consider enabling multiple knowledge bases per workspace, so we don't need to have multiple subscriptions. ### 30. Easy tracking of multiple tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Uzma R. | Customer Success and Data, Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2024 **What do you like best about Help Scout?** Live chat option reduces the client query TAT **What do you dislike about Help Scout?** Cannot download CSV file after filtering the emails with tags **What problems is Help Scout solving and how is that benefiting you?** Helps in managing all tickets in a streamlined manner. Can view the analytics of monthly chats/emails/calls done. Smooth coordination between team. ### 31. Help Scout has completely changed how we handle support requests and implementations! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 09, 2021 **What do you like best about Help Scout?** Having worked with Zendesk before, the difference was night and day. Our team enjoys Help Scout because of the ease of use, user-friendly platform, reporting and more! **What do you dislike about Help Scout?** We have no complaints! Support is always quick to respond and helpful when we need guidance. If we could somehow have an area to separate onboarding/implementation vs. support tickets, that would be helpful. **Recommendations to others considering Help Scout:** I highly recommend help scout for anyone who needs a shared inbox for support tickets! Most accessible to set up and quick to go live (within minutes)! **What problems is Help Scout solving and how is that benefiting you?** We can use reports to provide operational highlights to our board and investors. We benefit significantly from the Slack and Salesforce integrations for more visibility. ### 32. So easy to use, absolutely love it **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie C. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2023 **What do you like best about Help Scout?** the team at helpscout obviously spoke to customer service agents to understand how they work and what they need to make work easier. the layout is intuitive (much better compared to traditional enterprise solutions) and allows all the most important app integrations **What do you dislike about Help Scout?** honestly nothing. i love being in the app using it. it has made tickets so much more enjoyable. plus the team at help scout are just lovely and provide such quick and great assistance with any issue i have **What problems is Help Scout solving and how is that benefiting you?** helpscout is for us a central solution for all agents, all tickets, and all knowledge. it makes it easy for me as an administrator to keep track of how my team is doing and where they are stuck. reports are very useful too and it's just wonderful that the knowledge base is there too. ### 33. My favorite inbox management system! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2023 **What do you like best about Help Scout?** I really like how easy it is to have separate folders and inboxes for different teams, but HelpScout also makes it really easy to collaborate and leave notes for each other. **What do you dislike about Help Scout?** I haven't experienced many downsides at this point, but it might be nice to have a feature where it is easier to switch the email address that you're reply to, or to send the message to different people in regards to a ticket with many different people CC'd. **What problems is Help Scout solving and how is that benefiting you?** Help Scout is creating a way for providers and clients to have a streamlined experience when writing in, so that they don't have multiple different contacts and department email addresses to get bounced around to. I think that makes it much easier for our team to communicate and hand off tickets and issues to the proper teams. ### 34. Help Scout is useful to everyone for easy access of work **Rating:** 4.0/5.0 stars **Reviewed by:** T. A. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 27, 2023 **What do you like best about Help Scout?** Friendly user and everyone easily uderstand about the app **What do you dislike about Help Scout?** Nothing and there is only minor thing and those are not important **What problems is Help Scout solving and how is that benefiting you?** All the mails are visible in helpscout and there is sub folders in mailbox ### 35. Helpscout has improved quite a bit in the last six months **Rating:** 2.5/5.0 stars **Reviewed by:** Katherine T. | Associate Product Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Help Scout?** I like that I can assign incoming tickets to other folks. I also like that they've added new functionalities for helpscout docs e.g. callouts, embedding videos, and inserting an image. It feels like they've copied a lot of the same functionalities as Notion. **What do you dislike about Help Scout?** Making docs look really polished feels like a challenge. There are always annoying and frustrating aspects around spacing, numbering, and bulleted lists in helpscout docs. I wish it was easier to space things and still keep the numbering/bulleting system. I wish it was easier to align things right or left (especially photos). **What problems is Help Scout solving and how is that benefiting you?** It makes it easier to have a shared account for customer emails. We now know who is answering what. Gone are the days of duplicating work or letting a customer email fall through the cracks. ### 36. Saved replies crippled **Rating:** 1.0/5.0 stars **Reviewed by:** Greg T. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Help Scout?** I liked and appreciated the ease of use of saved replies in my daily workflow easily including saved images, for over 5 years **What do you dislike about Help Scout?** The crippling of saved replies, now when you save a reply, all images are stripped from the reply, now you must create a new process for creating a saved reply adding more work to what was a simple process. **What problems is Help Scout solving and how is that benefiting you?** Crippling the saved replies section of the application has ruined a very useful prooduct. ### 37. Don’t think it’s fair **Rating:** 1.5/5.0 stars **Reviewed by:** Adi G. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 07, 2023 **What do you like best about Help Scout?** I think that all Helpscout integration, Design and the UI are very user friendly **What do you dislike about Help Scout?** Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration is only available for their Pro and Plus plans. In a market where most ticketing and support services offer real-time chat with customers across all plans, it feels unfair to limit such a useful feature to the most expensive tiers. As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction. While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money **What problems is Help Scout solving and how is that benefiting you?** Support ticketing and costumer's services ### 38. Customer support is the key **Rating:** 5.0/5.0 stars **Reviewed by:** Pradeep K. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 18, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** The interface is still seems to be old to me, it can be improved with easy navigation like other tools. **What problems is Help Scout solving and how is that benefiting you?** We can able to chat with our users in a real time to resolve their issues, answer sales questions, and guiding users with the knowledgebase. ### 39. Great email management tool for your company **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Director - CX, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2023 **What do you like best about Help Scout?** Smooth UI/UX, ability to set up automatic and manual workflows **What do you dislike about Help Scout?** Can get buggy at times, reports may have caching issues **What problems is Help Scout solving and how is that benefiting you?** Helps us track emails that come to our support inbox which means that we do not have to use our default email suite and instead can track and collaborate on HS. Business has certainly been impacted positively. ### 40. Help scout has helped us to manage our Support Team in a proper way with multiple feature access. **Rating:** 4.5/5.0 stars **Reviewed by:** jitesh r. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** Help Scout is helping our system to know about the customer tickets and helps us manage the keys and customer chats. This has improved customer satisfaction. Due to which our Business performance has increased and we are more happy to serve in large numbers ### 41. EASY MANAGEMENT **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 28, 2023 **What do you like best about Help Scout?** It is great for content management and allows you check performance of your content with audience **What do you dislike about Help Scout?** 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 **What problems is Help Scout solving and how is that benefiting you?** Helpscout helps us to have a content management system for the users as well as effectively manage our customer representatives. ### 42. HelpScout is a great tool for a small business needing a HelpDesk ticketing service. **Rating:** 4.0/5.0 stars **Reviewed by:** Jess S. | Customer Experience Team Member, Small-Business (50 or fewer emp.) **Reviewed Date:** January 27, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** We needed a ticketing software that would easily allow our agents to provide technical support and HelpScout had it all when we had started out. It takes care of documentation, merging of older conversations for the same customer and managing their information. ### 43. Help Scout Review from a Customer Support Team Lead **Rating:** 4.0/5.0 stars **Reviewed by:** Mo G. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2023 **What do you like best about Help Scout?** The ability to have differenty types of customers/or email topics to be funneled to specific inboxes and teams. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** Organizing types of customer tickets by team/topic or even individual. ### 44. Great email management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Director of CX, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** Tracking emails in a single place, ability to combine threads and maintain historical records of a particular user, ability to add notes & collaborate with your team members. ### 45. Easy to to escalate and collaborate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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 **What problems is Help Scout solving and how is that benefiting you?** when customers right in to me (their account manager) I am able to easily escalate to customer support, tech team or our solutions engineer to help and follow up with the ticket. ### 46. Like the "Big Name" software you already know, but more straight forward. **Rating:** 5.0/5.0 stars **Reviewed by:** Savannah N. | Solutions Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Help Scout?** 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.) **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** Most of my clients are startups and smaller businesses, and these businesses need more features and integrations each year as they hone in on their processes and goals. The bigger-name software escalates in pricing for various features so quickly that it just doesn't make sense for a small business where every dollar really counts. Help Scout offers most of the functionality my clients need, even at the lower tiered subscription, and it doesn't feel like settling for less. Help Scout is more geared toward smaller companies with their offerings and pricing. ### 47. Great tool for managing customer support **Rating:** 4.0/5.0 stars **Reviewed by:** Derek J. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2023 **What do you like best about Help Scout?** 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. **What do you dislike about Help Scout?** 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. **What problems is Help Scout solving and how is that benefiting you?** It's solving our need for a chat beacon on our website and a central location for all our help documentation. It takes the pain of having to code all the functionality away! ### 48. Great **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2023 **What do you like best about Help Scout?** I love using Help Scout because it makes responding to clients so easy. Being able to customize our frequently used replies with ease is fantastic. And the tags feature is a real lifesaver when it comes to keeping our tickets neatly organized. **What do you dislike about Help Scout?** It sometimes can get a little glitchy when adding images to replies. **What problems is Help Scout solving and how is that benefiting you?** The ability to handle a high volume of tickets and ensure their proper routing to the appropriate teams is a crucial aspect of using Help Scout. Managing this process efficiently guarantees that each ticket receives the attention it deserves, leading to prompt and accurate resolutions. ### 49. My team and I LOVE Help Scout **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 22, 2023 **What do you like best about Help Scout?** We mostly like how we can be effective handling customer queries collaboratively as a team with the shared inbox. Also like the 'tags' feature. **What do you dislike about Help Scout?** Actually, no downsides - Help Scout is fantastic for our CS team. **What problems is Help Scout solving and how is that benefiting you?** Help desk management: tracking emails & replies. Tagging system. Love the workflows to automate everything. ### 50. Solid, straightforward and not so complicated a small biz can't manage it **Rating:** 4.0/5.0 stars **Reviewed by:** Don M. | Chief Content Officer, Small-Business (50 or fewer emp.) **Reviewed Date:** April 25, 2023 **What do you like best about Help Scout?** Easy to use and can be implemented quickly. **What do you dislike about Help Scout?** There is not really anything I dislike. I suppose it might be nice to be able to customize the welcome message a bit more with the most commonly asked questions. **What problems is Help Scout solving and how is that benefiting you?** We had to cut over a client's online learning management system, which generated a lot of help tickets. They have a small staff for customer support that was overwhelmed using the old help system. Help Scout was a lifesaver. ## Help Scout Discussions - [Could there be a voice call integration in the app in the future?](https://www.g2.com/discussions/could-there-be-a-voice-call-integration-in-the-app-in-the-future) - 1 comment, 1 upvote - [Is there](https://www.g2.com/discussions/is-there) - 1 comment, 1 upvote - [can you run a report that has all attachments shown or together, sorted by date.](https://www.g2.com/discussions/can-you-run-a-report-that-has-all-attachments-shown-or-together-sorted-by-date) - 1 comment, 1 upvote - [Why sometimes the messages are not merged by themself?](https://www.g2.com/discussions/why-sometimes-the-messages-are-not-merged-by-themself) - 2 comments, 1 upvote - [Do you have a mobile app?](https://www.g2.com/discussions/do-you-have-a-mobile-app) - 1 comment, 1 upvote - [View Help Scout pricing details and edition comparison](https://www.g2.com/products/help-scout/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-04+05%3A33%3A54+-0500&secure%5Bsession_id%5D=a703b47c-99e1-4f7b-8e1d-02d0a04bdc73&secure%5Btoken%5D=e388dca539903e0f6fd1b2493bacffa544ce36b12e3ed8e18d486f36e6f3e117&format=llm_user) ## Help Scout Integrations - [Chargebee](https://www.g2.com/products/chargebee/reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - [Google Analytics](https://www.g2.com/products/google-analytics/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) ## Help Scout Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Channels** - Multi-Channel Coverage - Open Listening - Physical Media **Productivity Tools** - Notes - Internal Discussion - Assignments and Tasks - Workflows - Templates - Integrations - Tagging System **Conversational Platform** - Personalization - Omnichannel - Contextual Engagement - Proactive Engagement **Sorting & Filtering** - Attachment Search - Tags - AI Sorting - Predefined Rules **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - In-App Messaging **Design** - Communications Strategy Development - Create Content - Personalization - Inbound Identification - Regulatory Compliance **Analytics** - Trends - Performance Tracking **Support Automation** - Intelligent Routing - Seamless Escalation - Transcripts - Self-Serve Support **Integrations** - Microsoft Outlook Integration - Gmail Integration - Apple Calendar Integration **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Platform** - Branding - Automation - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Time Management** - Unified Inbox - Email Automation - Snooze **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - Shared Inbox** - Autonomous Task Execution - Decision Making **Generative AI** - AI Text Generation - AI Text-to-Speech - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - Email Management** - Autonomous Task Execution - Cross-system Integration **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards ## Top Help Scout Alternatives - [Front](https://www.g2.com/products/front/reviews) - 4.7/5.0 (2,410 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,693 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - 4.4/5.0 (3,672 reviews)