What users are saying about
31 Ratings
31 Ratings
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Score 9 out of 101

Likelihood to Recommend

Help Scout

HelpScout is great for all of our CX team. It allows us to centralize all communication and easily hand off conversations to whoever is available or best suited to handle the situation. The documents search bar that is embedded into the form when writing an email reply helps to drive the use of the help content by our team and by extension by our customers. They also have a great ecosystem of content and connections that help you to grow as a support team.
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Feature Rating Comparison

Incident and problem management

Help Scout
8.5
Organize and prioritize service tickets
Help Scout
8.2
Subscription-based notifications
Help Scout
7.7
Ticket creation and submission
Help Scout
9.3
Ticket response
Help Scout
8.6

Self Help Community

Help Scout
8.1
External knowledge base
Help Scout
8.3
Internal knowledge base
Help Scout
7.8

Multi-Channel Help

Help Scout
8.2
Email support
Help Scout
8.6
Help Desk CRM integration
Help Scout
7.9

Pros

Help Scout

  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
Hammad Bin Idrees profile photo

Cons

Help Scout

  • The user interface in the internal application could be improved as the buttons don't reflect intuitively what they are.
  • Responding to a ticket should assign you as the owner if you are the first person to respond.
Jeffrey Cheng profile photo

Likelihood to Renew

Help Scout

Help Scout 7.0
Based on 1 answer
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
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Usability

Help Scout

Help Scout 9.0
Based on 1 answer
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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Alternatives Considered

Help Scout

It has been an ongong debate about whether or not we should switch to Zendesk. They are all about prioritizing customers, delaying response time, and treating the customer like cattle. I'm sure we will switch someday because key heads in the company used to use it, but the methodology is garbage and the UI needs a high level of technical understanding to master
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Return on Investment

Help Scout

  • We deal with about 500 tickets a day with minimal to no issues. Instant ROI.
  • Workflows reduce the need for man hours.
  • HTML uploader saves us time from crafting pretty emails.
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Pricing Details

Help Scout

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

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