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

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Likelihood to Recommend

Help Scout

Help Scout gets major brownie points for "eating their own dog food." They are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that, I love how Help Scout delivers a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact, they believe they are emailing directly with me. Transactions are fast and lightweight, there are not as many bells and whistles to complicate the process and slow down the support workflow.
Hammad Bin Idrees profile photo

Feature Rating Comparison

Incident and problem management

Help Scout
9.1
Organize and prioritize service tickets
Help Scout
9.0
Subscription-based notifications
Help Scout
9.0
Ticket creation and submission
Help Scout
9.1
Ticket response
Help Scout
9.2

Self Help Community

Help Scout
7.8
External knowledge base
Help Scout
7.9
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 is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
Santiago Valdés profile photo

Cons

  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
Santiago Valdés 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

  • Our customer satisfaction and internal employee satisfaction have gone up based on the simplicity and ease of use with this platform.
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