TrustRadius
https://media.trustradius.com/product-logos/xX/pQ/WF6W05V3KQ3Z.PNGHelp Scout Solving Problems for Growing OrganizationHelp 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.,9,Ability to outsource less specialized jobs using Help Scout Reduction of work hours for tasks Great tool for high volume support needs,,Talkdesk, Jira Service DeskHelp Scout for the win!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.,10,It saves time with less email clutter. The reports help with monthly billing. Help Scout allows me to create a customer facing knowledge-base.A Great public facing email system for multi-service companiesIt 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.,It gives us great organization for our different departments and our coaches.,Setting up Help Scout with our Outlook can be tricky. A mass import of saved replies would be nice.,10,It has allowed our coaches to be in contact with clients without having to give out their internal email address and also allows for our departments to be able to have an easy way to process requests.,Microsoft 365 BusinessAll-in-one CX Solution!HelpScout is used by several of our subteams: SupportCustomer SuccessBillingProductIt allows us to have a centralized record of all customer communication. This gives the needed context for continuing conversations if a team member is out on vacation or moves on to another position. The tagging and workflows allow us to group tickets together and find trends in customer contact.,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.,8,It has allowed us to scale from a 1 member CX team to a 12 member team without having to transition to a "more robust" product. With HelpScout, we were able to identify that our help content wasn't meeting the needs of our team or our customers. Their workflows and tagging helped us to address specific needs to intentionally decrease support volume in those areas and therefore delay the need to add additional team members.,Zendesk, Freshdesk and Kayako,ClubHouse Online, HubSpot CRM, RingCentral,18,,Answering support tickets Receiving feedback from specific in-app actions Providing the foundation for our help center Providing in-app help for our users,7,The traffic cop feature preventing users from working or replying to the same conversation at the same time is beautiful! The CSS capacity in their docs site makes it almost completely customizable and allows us to fully integrate our branding where other solutions did not.,If you have more than 50 active tickets, the default sort and paging rather than infinite scroll is not ideal.,Yes,9A complete ticketing systemMost 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.,7,Less manpower. Timely response and meeting the SLA.Intuitive 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 ServicesHelp Scout for Customer SupportMy 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).,7,We are able to retain our customer base due to the outstanding customer service our Customer Experience department provides. Without an organized tool like Help Scout, this would not be possible. We pride ourselves in quick response times to customers and are able to do so by effectively routing tickets to the right agents.,Salesforce Service Cloud and Zendesk,Talkdesk, Asana, Amplitude AnalyticsHelp Scout Rocks!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.,10,Very affordable - both the knowledge base and the help desk features. Customers really enjoy our knowledge base.,ZendeskHelping 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, CircleCIHip hip hooray for Help ScoutWe 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),10,Help scout has helped us monitor incoming traffic and compare it to previous periods. This helps us estimate how we need to delegate our staff man hours. Capturing responses for their 'Happiness' report (which measures satisfaction of an interaction with a support team member) has helped us increase our bank of testimonials which we use for sales.,Zendesk,dapulse, Chargify, HatchbuckRead the Blog, then Make your decisionHelp 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.,10,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.,,RingCentral, Talkdesk, Redtail CRMLightweight & perfect for small team support & customer developmentHelp 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.,10,We were using spreadsheets for customer development and it caused a lot of extra work & confusion. Saved money & provided clarity.,Zendesk,ProsperWorks CRM, Google Analytics, Tableau Desktop
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Help Scout
30 Ratings
Score 9.0 out of 101
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Help Scout Reviews

Help Scout
30 Ratings
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Score 9.0 out of 101

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Amanda Elias profile photo
July 30, 2019

Help Scout Solving Problems for Growing Organization

Score 9 out of 10
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Verified User
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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.
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.
Read Amanda Elias's full review
Aaron StPierre profile photo
July 02, 2019

Help Scout for the win!

Score 10 out of 10
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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.
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!
Read Aaron StPierre's full review
Alan Gadbois profile photo
April 11, 2019

A Great public facing email system for multi-service companies

Score 10 out of 10
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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.
  • It gives us great organization for our different departments and our coaches.
  • Setting up Help Scout with our Outlook can be tricky.
  • A mass import of saved replies would be nice.
Its great when you have multiple teams that need to have public facing mailboxes.
Read Alan Gadbois's full review
No photo available
June 20, 2019

All-in-one CX Solution!

Score 8 out of 10
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HelpScout is used by several of our subteams:
  • Support
  • Customer Success
  • Billing
  • Product
It allows us to have a centralized record of all customer communication. This gives the needed context for continuing conversations if a team member is out on vacation or moves on to another position. The tagging and workflows allow us to group tickets together and find trends in customer contact.
  • 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.
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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Hammad Bin Idrees profile photo
December 10, 2018

A complete ticketing system

Score 7 out of 10
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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.
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.
Read Hammad Bin Idrees's full review
Santiago Valdés profile photo
September 24, 2018

Intuitive and effective. Highly recommend.

Score 10 out of 10
Vetted Review
Verified User
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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
Leigh Malamphy profile photo
December 18, 2018

Help Scout for Customer Support

Score 7 out of 10
Vetted Review
Verified User
Review Source
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).
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.
Read Leigh Malamphy's full review
Taylor Hansen profile photo
November 24, 2018

Help Scout Rocks!

Score 10 out of 10
Vetted Review
Verified User
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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.
Love what this team is doing. Support software for and by people who care about a support driven company. Their blogs are amazing.
Read Taylor Hansen's full review
No photo available
August 06, 2018

Helping Us Scout!

Score 8 out of 10
Vetted Review
Verified User
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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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May 25, 2018

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

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
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Jeffrey Cheng profile photo
April 21, 2017

HelpScout from web developer with support duties

Score 10 out of 10
Vetted Review
Verified User
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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.
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Kaitlin Rawley profile photo
February 23, 2017

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.
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February 14, 2017

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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August 02, 2016

Lightweight & perfect for small team support & customer development

Score 10 out of 10
Vetted Review
Verified User
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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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Feature Scorecard Summary

Organize and prioritize service tickets (15)
8.3
Subscription-based notifications (9)
7.7
Ticket creation and submission (14)
9.3
Ticket response (15)
8.7
External knowledge base (14)
8.3
Internal knowledge base (14)
7.8
Email support (15)
8.6
Help Desk CRM integration (10)
7.9

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