It's been two months since this profile received a new review

Chandu P.

Senior Associate

Financial Services

Small-Business (50 or fewer emp.)

6/13/2023

"Helpscout is very CX user friendly for handling emails"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Help Scout Reviews & Product Details

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.

Product Website

Seller

Help Scout

Discussions

Help Scout Community

Languages Supported

English

Product Description

Help Scout is a customer support platform growing businesses use to manage all their customer conversations in one place.

Overview by

Christopher Im

Pricing

Pricing provided by Help Scout.

Free

$0.00

5 Users Per Month

View More Pricing Information

Help Scout Integrations

(3)

Verified by Help Scout

Help Scout Media

Handle all your 1:1 conversations and self-service support in one unified platform.

Respond to 52% more emails from the Inbox, with features to help your team collaborate, stay organized, and respond faster.

Give customers support wherever they are on your website or app. Guide them down a self-service path with help content, invite visitors to chat (never with a bot), or send proactive messages with Beacon.

With Docs you’ll help customers answer common questions themselves in a snap while reducing email volume for your team by 30%.

Help Scout Demo - The customer-first platform, supported by AI

Use AI to draft, edit, and summarize, reducing response times while improving quality Teams using our AI features resolve 36% more emails.

Help Scout Demo - Easily analyze success metrics

Analyze team performance and monitor your most important success metrics in out-of-the-box or custom reports.

Help Scout is the all-in-one platform for delighting your customers. Simple-yet-powerful features allow you to handle incoming requests, give answers in an instant, and send messages beyond the inbox.

Email just got a whole lot easier with AI drafts! With the click of a button, AI generates high-quality replies to customer questions based off your historical conversations and help articles.

Need a simple way to give your customers the best support possible? Check out Help Scout, the simple, all-in-one customer communication platform.

Official Downloads

(5)

edit

Buyer's Guide to Choosing the Right Customer Support Tool

Getting Started with Social Media Support

G2 reviews are authentic and verified.

Here's how.

Sunnysher H.

Digital Marketing Expert

Medical Practice

Small-Business (50 or fewer emp.)

9/23/2025

"Help Scout; Scalable Help Assistance from the App, But Still, Work in Progress"

4/5

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Anshu K.

Product specialist

Mid-Market (51-1000 emp.)

9/29/2025

"Help scout"

4.5/5

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 . Review collected by and hosted on G2.com.

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 . Review collected by and hosted on G2.com.

Justin G.

Operations Manager

Small-Business (50 or fewer emp.)

9/16/2025

"Utilizing Help Scout to simplify day to day customer service"

5/5

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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Marcelo H.

Customer Success Manager

Computer Software

Small-Business (50 or fewer emp.)

7/30/2025

"Centralized Support That Connects Perfectly With HubSpot"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Reporting can feel a bit limited at times, and more customization options for workflows would be helpful. Review collected by and hosted on G2.com.

Lisa K.

Advisor, Sales and Training

Information Technology and Services

Small-Business (50 or fewer emp.)

7/31/2025

"Overall great product"

3/5

What do you like best about Help Scout?

I like how simple it is to use to create help docs Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Abdul G.

Accounts Payable Manager

Small-Business (50 or fewer emp.)

10/1/2025

"Easy Accessible Historical Data"

4.5/5

What do you like best about Help Scout?

Helpful to identify the old data quicker than my outlook. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Interface need to be little softer, sometime I felt it need to improved Review collected by and hosted on G2.com.

Tracey S.

Customer Service Rep

Small-Business (50 or fewer emp.)

7/31/2025

"Help scout review"

4.5/5

What do you like best about Help Scout?

I like that help scount is so easy to use and send emails to colleges Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

it loses connection sometimes and i wish it didnt have connection issues Review collected by and hosted on G2.com.

Damiaan P.

Zaakvoerder

Small-Business (50 or fewer emp.)

5/17/2022

"Down to earth product that works"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Steven B.

Analyst

Mid-Market (51-1000 emp.)

7/30/2025

"Used Helpscount as Helpdesk specialist"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Help Scout?

Nothing at this time, at least. I am sure there are shortcomings. Review collected by and hosted on G2.com.

Verified User in Computer Software

Small-Business (50 or fewer emp.)

12/5/2024

"Clear and intuitive platform for managing multiple inboxes within the team"

4/5

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! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.