Reviews (1-15 of 15)
July 30, 2019
Score 9 out of 10
Help Scout is used to facilitate communication between external customers and our internal workforce. Help Scout allows our organization to remain transparent, organized, and responsive. Our customer service teams and other customer-facing employees use this software to meet the needs of our clients, but also to remain accountable amongst our peers.
- Software is strongly suited for personalization and optimal individual performance
- User permissions are so that employees and contractors alike can use without legal issues.
- Apps are easy to integrate in the software
- Lacks a spam filter
- Would be useful to see email status variance amongst users
- Blank marketing emails, potential issues with integrating internal software.
Read Amanda Elias's full review
Help Scout is ideal for multiple users with varying permissions. Has many functions that are well-suited to be tackled by a team or multitude of employees. There is a great degree of customization, including saved replies and app-integration. Software works well with remote teams. Help Scout does not seem to be necessary for internal use only, and also unlikely to be needed for a smaller organization.
Saintly Solutions has chosen HelpScout as our primary ticketing system. It is currently being used across our whole organization. One of the greatest features of HelpScout is that you can set it up so that it doesn't appear to be a ticketing system at all. It saves so much time by giving us the ability to sort tickets by age, produce productivity reports, and see customer satisfaction reviews.
- It can be configured to look like simple email.
- It is simple and straightforward.
- It's easy to set up.
- Help Scout has great support.
Read Aaron StPierre's full review
Help Scout is good for small, medium, and large size offices. The software allows for many team members to interact with tickets without causing conflicts. I can't see any organization where HelpScout wouldn't be a good fit!
April 11, 2019
It is used across a large portion of our company. It is used to allow us to have a public facing email address for our clients that aren't our main Outlook email addresses.
Read Alan Gadbois's full review
Its great when you have multiple teams that need to have public facing mailboxes.
HelpScout is used by several of our subteams:
- Customer Success
- The workflows are really powerful and allow us to segment out tickets into buckets to increase velocity in responding to similar items.
- The docs site is highly customizable and allows for a large amount of information to be easily accessible to our team and customers.
- Beacon allows us to embed the docs content into our site itself and decreases the number of tickets that actually get submitted.
- There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.
- Much of the fancy targeting in Beacon is based solely off of URLs which doesn't work for us as a single page application.
- The paging in lists of tickets isn't the most efficient. An infinite scroll would be much easier to work when you have a bunch of active tickets.
Read this authenticated review
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.
December 10, 2018
Score 7 out of 10
Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of a veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world. We're the only vet company I know of that uses a help desk. We use Help Scout and absolutely LOVE it. We did use Zendesk previously but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket number and feel like they're speaking to a robot. Help Scout solved that immediately when we switched. We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc.. Help Scout is absolutely fantastic, because it's very elegant in its simplicity, but tremendously powerful in its capability. On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them. We are very loyal Help Scout clients and plan to be for a long time. It is extremely simple to use and understand as a user. It treats communicators like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers). It provides a fantastic support team that's very responsive and solution focused. It provides a solid API that allows you to bring in data from other apps so that you have a consolidated view of a client beyond just their email history
- 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.
- They're primarily focused on email so tracking chats and calls aren't that helpful.
Read Hammad Bin Idrees's full review
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.
December 18, 2018
Score 7 out of 10
My team uses Help Scout as our Customer Support ticketing system. We also currently have our Success Team and Billing department set up with mailboxes. The benefit is that multiple users can work out of a shared inbox, assign conversations, forward to different departments, and leave internal notes on conversations.
- 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.
- 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).
Read Leigh Malamphy's full review
Help Scout is well suited for teams who have multiple team members managing a single email address (i.e firstname.lastname@example.org). 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.
Our team used to use Help Scout as our help desk software. There were limitations at the time and we currently only use it for its knowledge base feature and our admin emails.
- Very easy and friendly user interface. Always loved how nice Help Scout looks.
- The reliability of Help Scout is second to none. The uptime hasn't really let us down.
- The knowledge base looks pretty good once an article is posted.
- The knowledge base is a nightmare to edit. The HTML editor is janky and needs an overhaul.
- Help Scout was pretty late to the game for a JIRA integration.
Read Taylor Hansen's full review
Love what this team is doing. Support software for and by people who care about a support driven company. Their blogs are amazing.
September 24, 2018
We use Helpscout for three purposes:
- As a customer support ticket system
- Docs for FAQ
- Chat (this is new in Help Scout but we are already on board with it).
- 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
- 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?)
Read Santiago Valdés's full review
Helpscout is by far the best ticketing system we have tried.
It will help you with
It will help you with
- prioritizing tickets
- grouping all the tickets and information about a customer (past interactions)
- saving responses (and using them again)
- automating tasks (emails from X go to Y and add Z tag) [this is EXTREMELY useful and not all of the other CS have this for this price]
- adding an FAQ (Docs) which can be easily linked to the answers
- great shortcuts for moving fast
- seeing metrics of the performance of your team (in terms of NPS, response time, volume, etc)
Help Scout was implemented across our organization for our external customer service. It revolutionized our tracking of customer service issues and allowed our staff to get out of their email. We now have a record of every conversation and nothing falls through the cracks! We highly recommend this platform for all organizations.
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Help Scout is excellent for tracking external customer service. We considered using it for our internal customer service between departments, but determined that was not the best fit for us. It is very helpful for organizations who are worried about customer service inquiries falling through the cracks or response times to said inquiries.
May 25, 2018
Help Scout is used by our support team, primarily (8 person team). We use it to collectively address all incoming user tickets as a group. It also helps us to sort emails based on client type, keep track of what our customers are emailing about (using tags) and gauge the performance of our individual team members using happiness ratings.
- Different inboxes to sort emails from different client types which is very useful. We use two different email addresses for our paying clients and our end users, so it's important to prioritize those.
- Help Scout is constantly innovating. In the 2-3 years we've been using it, there have been significant feature releases that have made a big impact on our decision to continue using them.
- Integration with other platforms - we sync user data with HubSpot to get full context when corresponding with our customers.
- More detailed analytics.
- Ability to send customized surveys to gauge happiness.
Read this authenticated review
Great for SMB where the whole team needs to be able to collectively knock out emails as they come in. May not be great for organizations that handle thousands of inquiries per day.
It is being used by a team of 3 customer service reps for receiving support and questions. Our team assigns the ticket to a person and they handle the discussion with the customer to build a relationship. We either respond to inquiries and close the ticket once satisfied or it escalates to our development team.
- Track users
- Set up a knowledge base page for FAQs
- Fairly easy for team members to get up and running quickly
- Widget Support - We currently use Olark and have to integrate with Helpscout. Why not all in one system?
- The UI could be a bit easier for tracking and see what is open, in motion or resolved.
- Be nice to color code unanswered support tickets and add timers to see response times.
- Analytics would be helpful to evaluate our customer support responses and success
Read Jeffrey Schneider's full review
I am fairly happy with it and it provides a HIPAA compliant layer which is crucial in our business
April 21, 2017
Help Scout is used mainly as a support tool for our current users. Most of the time users write in with a question that they need help on and whoever is on support duty will take care of it. It can range from easy tasks to bug reports and all these tickets are saved so we can reach out to the once we finish helping them. Help Scout is a great tool to connect with your users and log the steps you take to help them. They've also released some new features such as the FAQ to mitigate some of the support questions we need to answer.
- Keep track of existing tickets to maintain a relationship between your company and its users.
- Easy to learn/use because you can literally pick it up within the first 15 minutes of logging in.
- Keep improving their product and roll out new features to improve the service.
- 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.
Read Jeffrey Cheng's full review
From small to large teams, Help Scout is a wonderful asset to have. I've tried many alternatives but Help Scout is definitely the best bang for your buck. If you need LIVE chat, this isn't the best tool, but for general use cases, it's perfect. Zendesk might be comparable but I feel that's more suited to a large company. Help Scout is well suited if you have at least one dedicated support person and there's even a FAQ section and doc section for them to record the general responses.
February 23, 2017
We use Help Scout primarily with our support (help desk) staff, but one of our web developers also uses Help Scout when there is a technical issue that requires a little TLC. Help Scout is our main tool for providing excellent customer service. We do offer chat and phone calls for our customer service interaction, but our use of email with Help Scout is by far our largest channel for customer support and customer service. Additionally, we use Docs within Help Scout to host all of our help documentation.
- Allows for easy communication between support team members with the ability to add notes, assign emails, and keep track of who is viewing or responding to a particular conversation in real time.
- Their Happiness Report allows us to easily measure how satisfied people are with our level of support and makes it easy and natural to follow up with those who leave feedback.
- Their Reports for the Docs tool help us see where we are falling short with a list of 'failed searches'. We create new FAQs or adjust existing FAQs based on these 'failed searches'.
- We would really love to see the Docs tool go through a little facelift. The user interface has stayed relatively the same for the past 3 years and with a large bank of FAQs some of the category specific pages can see overwhelming to a user at first glance.
- We track our response time very closely and we will see this metric skewed from time to time if a customer replies to an old email chain instead of initiating a fresh email to us (normally they are writing with a new question/issue and it isn't related to the previous chain)
Read Kaitlin Rawley's full review
Our team previously used a shared Gmail inbox for support, but as we grew and hired more employees this quickly became a nightmare. It was hard to tell who had responded to what and keep track of important details that were related to support requests. Help Scout is a great tool for providing customer support without all of the ticket numbers and other yucky robot like automatons that make people think they are contacting some big clunky system, not a real person. Their reports and tools make it easy to ensure we are providing fast, friendly support that exceeds expectations.
February 14, 2017
Help Scout is not just a software, it's a methodology applied to SAAS that focuses on being reactive to your customer's needs in a personable and meaningful way. If you want to look at using the software, I encourage you to first read the Help Scout Blog. It's full of great knowledge and every member of our team reads each new post. The UI is incredibly easy to use, you can utilize automated or manual workflows, and easily pass tickets between teammates. I can't imagine why any other software would be tempting. Our billing, support, success, and sales teams are all on the platform (but I would note that there are probably better sales platforms). We track all calls and emails through Help Scout.
- Love the HTML uploader.
- Workflows are bar none the easiest I have ever used.
- Solid platform that rarely has issues.
- Used to love their blog, an it's still good, but their older content was better.
- Added integrations would help in certain cases.
- There seems to be a persistent issue where you have to click right on the letter when using things like italics and bold. I have brought it up and they said they are working on it.
Read this authenticated review
We have looked at other platforms, and what they seem to offer is a false sense of superiority. But in reality, that sense is really just a poorly build UI with too many admin features. We are to the point that we have about 10,000 users, and we have had no issue with scaling. If you like the Help Scout methodology, their tool is the best for the job. If you don't care much about customer satisfaction, or quick responses, there are other platforms that have more detailed data feeds. We tend to favor Help Scout.
August 02, 2016
Help Scout is used for supporting end-users, creating FAQ/documentation & internally for customer development.
Read this authenticated review
Help Scout Scorecard Summary
Feature Scorecard Summary
About Help Scout
Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are included as well. The Docs Knowledge Base includes up to five customizable knowledge base sites that integrate with an organization’s help desk, and are designed to run smoothly on any device, and help their customers help themselves.
Categories: Help Desk
Help Scout Screenshots
Build better relationships with your customers, and work together better as a teamTools designed specifically for team collaboration on customer supportDocs Knowledge Base provides self-service that sets your customers up for successThe conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.Help Scout iPhone app puts a powerful Help Desk in your pocket
Help Scout Integrations
Help Scout Competitors
- Has featureFree Trial Available?Yes
- Has featureFree or Freemium Version Available?Yes
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
Help Scout Support Options
|Free Version||Paid Version|
|Video Tutorials / Webinar|
Help Scout Technical Details
|Mobile Application:||Apple iOS|