What users are saying about
25 Ratings
25 Ratings
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Score 8.9 out of 101

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Likelihood to Recommend

Help Scout

Help Scout is well suited for teams who have multiple team members managing a single email address (i.e support@xyz.com). Conversations are easily assigned and escalated within Help Scout and internal notes can be left. I think as companies grow and scale, Help Scout is less appropriate due to the lack of integrations and pretty basic reporting.
Leigh Malamphy profile photo

Feature Rating Comparison

Incident and problem management

Help Scout
9.3
Organize and prioritize service tickets
Help Scout
9.1
Subscription-based notifications
Help Scout
9.2
Ticket creation and submission
Help Scout
9.3
Ticket response
Help Scout
9.4

Self Help Community

Help Scout
7.9
External knowledge base
Help Scout
8.0
Internal knowledge base
Help Scout
7.7

Multi-Channel Help

Help Scout
9.2
Email support
Help Scout
9.5
Help Desk CRM integration
Help Scout
8.9

Pros

  • The interface/UX. Helpscout is extremely easy to learn and use. Getting ramped up on Helpscout takes very little time and it is easy to train new team members on it.
  • Support. Any time I have a question or something seems to be acting up in the account (which is pretty rare) I always get a quick response from Help Scout's Support team.
  • Workflows. We use this feature a lot to automate certain actions. For example, I have a workflow set up that triggers an email to be sent to me if a bad rating ever comes through for one of the Support Associates on my team. This allows me to quickly follow up with the customer to see what could be done to improve their experience.
Leigh Malamphy profile photo

Cons

  • Reporting. The native reports they have are good, but diving into data a little deeper is challenging. You really need custom fields or tags set up from the start to get specific data since Salesforce does not integrate into fields within Helpscout.
  • Knowledge Base. I wish there was more room for customization here. The current setup requires there to be Collections and Categories. If an article is uncategorized it is not searchable in the Knowledge Base. I also wish there was a feature so I could add "was this article helpful?" to report on.
  • Forwarding to other inboxes - you aren't able to CC the other user's email address (i.e if Support wants to forward something to Billing we are able to forward, but you are not able to CC the billing email address which is confusing to our customers sometimes).
Leigh Malamphy profile photo

Alternatives Considered

Help Scout is a way better looking product. In the last two years they have stepped up their game. I hope to use their live chat soon. Zendesk is clunky and the user interface is terrible.
Taylor Hansen profile photo

Return on Investment

  • We were using spreadsheets for customer development and it caused a lot of extra work & confusion. Saved money & provided clarity.
No photo available

Pricing Details

Help Scout

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