TrustRadius
https://dudodiprj2sv7.cloudfront.net/product-logos/xX/pQ/WF6W05V3KQ3Z.PNGIntuitive and effective. Highly recommend.We use Helpscout for three purposes: As a customer support ticket systemDocs for FAQChat (this is new in Help Scout but we are already on board with it).The idea of using Helpscout is to centralize all the information in one place and have metrics for that operation. This has given us the opportunity to categorize our support tickets, to get more information on times and efficiency of our team, happiness of our customers, etc. There's a dedicated customer support team who own Help Scout, but other members of the organization also use it for things like checking information about a customer or case, and reaching out customers if there's any problem. The Docs is also updated by the CS, and chat is covered by them too.,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?),10,It has had a huge impact. Thanks to it we can now centralize all the information, get to see if there was another case or past issue with the customer (so we can have more context) and it allows us to scale our customer support We shut down the phone assistance and only left email support. It was a huge challenge but so far we have been able to prioritize well the tickets from our customers. We use notes between us to manage cases and automate when needed, with workflows or saved responses (which save a huge amount of time). The visibility that the metrics gives us let us know where are we starting. It's a baseline to see where we can improve and more importantly, HOW. There's actionability on the metrics (room for improvement there, but for now it works) so you can see which topics, tickets, support reps, etc. could be working better. This is limited still (for example you can't cross topics with NPS or members with NPS) but anyway the information is useful and you can at least know HOW you are doing (which was a game changer for us, because now we have targets and goals) The Docs (FAQ) was very important in helping us centralize information regarding questions and work as a help center. This has 2 positive impacts: First, customers can help themselves, saving us and them time. Second, it helps the organization keep in sync and check them when new people join or a process change. Chat is new in Help Scout and we are still seeing how it works, but it helps to have everything on the same app so we can have more context from all the different channels this customer has contacted us and which information has been given to him.,Freshdesk, Zendesk and Zopim by Zendesk,WooCommerce, Google Tag Manager, Hotjar, Buffer, Customer.io, Google Analytics, Amazon Web ServicesHelping Us Scout!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.,Tracking of incoming emails Reports from tagging regarding common issues Keeps us out of email,The tagging function is a bit onerous and took a while to strategize and set up.,8,Very positive ROI - saves our staff much time regarding how to prioritize Very positive ROI - helps our managers engage and understand the big picture,Helpdesk Pilot and Hiver,Salesforce Community Cloud, FluidReviewMulti year Help Scout user - very happy!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.,10,Our customer satisfaction and internal employee satisfaction have gone up based on the simplicity and ease of use with this platform.,Groove and HelpSpotYES to HelpScoutIt 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,9,We have just started using the software and it has certainly helped expedite customer inquiries. Excited to see when we get more traffic.,Helpshift, Zendesk and Freshdesk,Slack, Adobe Photoshop, UberConference, Microsoft Office 365, Google AnalyticsHelpScout from web developer with support dutiesHelp 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.,10,Definitely keeping users happy will result in lower churn and more referrals. Provides a external library to report issues so an internal tool does not have to be built.,Intercom and Tawk,Bitbucket, Gitlab, CircleCI
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Help Scout
23 Ratings
Score 9.3 out of 101
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Help Scout Reviews

Help Scout
23 Ratings
Score 9.3 out of 101
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Santiago Valdés profile photo
September 24, 2018

Help Scout Review: "Intuitive and effective. Highly recommend."

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Helpscout for three purposes:
  1. As a customer support ticket system
  2. Docs for FAQ
  3. Chat (this is new in Help Scout but we are already on board with it).
The idea of using Helpscout is to centralize all the information in one place and have metrics for that operation. This has given us the opportunity to categorize our support tickets, to get more information on times and efficiency of our team, happiness of our customers, etc. There's a dedicated customer support team who own Help Scout, but other members of the organization also use it for things like checking information about a customer or case, and reaching out customers if there's any problem. The Docs is also updated by the CS, and chat is covered by them too.
  • 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?)
Helpscout is by far the best ticketing system we have tried.
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)


Read Santiago Valdés's full review
No photo available
August 06, 2018

Help Scout Review: "Helping Us Scout!"

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
  • Tracking of incoming emails
  • Reports from tagging regarding common issues
  • Keeps us out of email
  • The tagging function is a bit onerous and took a while to strategize and set up.
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.
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No photo available
May 25, 2018

Review: "Multi year Help Scout user - very happy!"

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
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.
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Jeffrey Schneider profile photo
October 12, 2017

Help Scout Review: "YES to HelpScout"

Score 9 out of 10
Vetted Review
Verified User
Review Source
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
I am fairly happy with it and it provides a HIPAA compliant layer which is crucial in our business
Read Jeffrey Schneider's full review
Jeffrey Cheng profile photo
April 21, 2017

Help Scout Review: "HelpScout from web developer with support duties"

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
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.
Read Jeffrey Cheng's full review
Kaitlin Rawley profile photo
February 23, 2017

User Review: "Hip hip hooray for Help Scout"

Score 10 out of 10
Vetted Review
Verified User
Review Source
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)
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.
Read Kaitlin Rawley's full review
No photo available
February 14, 2017

Help Scout Review: "Read the Blog, then Make your decision"

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
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.
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No photo available
August 02, 2016

Help Scout Review: "Lightweight & perfect for small team support & customer development"

Score 10 out of 10
Vetted Review
Verified User
Review Source
Help Scout is used for supporting end-users, creating FAQ/documentation & internally for customer development.
  • FAQ
  • Support ticketing
  • Reporting
  • Tagging system - too easy to create too many tags/labels, especially as new employees come on.
Well suited for smaller companies who need a more simple solution (vs. Zendesk). Zendesk is also great, but only for larger businesses who need to customize a lot of the support tool.
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Help Scout Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (8)
8.8
Subscription-based notifications (5)
9.1
Ticket creation and submission (8)
9.0
Ticket response (8)
9.2
External knowledge base (7)
8.2
Internal knowledge base (7)
8.0
Email support (8)
9.2
Help Desk CRM integration (4)
8.5

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 Features

Incident and problem management Features
Has featureOrganize and prioritize service tickets
Does not have featureExpert directory
Has featureSubscription-based notifications
Does not have featureITSM collaboration and documentation
Has featureTicket creation and submission
Has featureTicket response
Has featureAutomated responses
Has featureAttachments/Screencasts
Does not have featureSLA management
Self Help Community Features
Does not have featureForums
Has featureExternal knowledge base
Has featureInternal knowledge base
Does not have featureQ and A
Does not have featureSurveys/polls
Multi-Channel Help Features
Does not have featureCustomer portal
Does not have featureLive help chat
Does not have featurePhone support
Does not have featureIVR
Does not have featureCall scripting
Does not have featureSocial integration
Has featureEmail support
Has featureHelp Desk CRM integration
Additional Features
Has featureiPhone app
Has featureEmbeddable Contact Form
Has featureCustomer Satisfaction Ratings
Has featureReporting
Has featureAPI Access
Has feature40+ integrations

Help Scout Screenshots

Help Scout Integrations

Help Scout Competitors

Pricing

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 VersionPaid Version
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Help Scout Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS
Supported Languages: English