Help Scout Reviews

31 Ratings
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Score 8.9 out of 101

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Amanda Elias profile photo
Score 9 out of 10
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Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
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Score 8 out of 10
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We primarily chose HelpScout because they were an affordable, moderately robust, HIPAA compliant solution. All the other options (e.g. Zendesk, Freshdesk, Kayako, etc.) were out of our price range or did not provide the necessary features that our team has come to rely on.
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Santiago Valdés profile photo
Score 10 out of 10
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This is tricky because there's helpdesk apps and chat apps (now Help Scout offers both).

We first used just an email inbox (of course not scalable but we were very small), then we turned to Freshdesk, which was painful to use. It had some cool features but in general it was ugly, slow, using the interface was very non-intuitive and the prioritization was hard. I have to say this was more than a year ago, so probably they have changed, but anyway. Zendesk is very expensive considering the features are almost the same AND the chat app needs to be paid separately. As chat we used Tawk.to, it was functional but metrics were not that good and it was buggy at times.
Comparing Help Scout with their competitors, at least for us, made it a no-brainer to hire them. The price was very attractive considering the amount of features, the great support and the quality of the app. I don't regret my decision at all because Help Scout, unlike other helpdesk companies, tries to have their app "smart" and not a big, corporate thing piled with features. It does what it needs, it's easy to use and helps you achieve your goals regarding support for your customers.
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August 06, 2018

Helping Us Scout!

Score 8 out of 10
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Help Scout easily plugs into Gmail and allows us to create reports based on our tagging. We found its price point for us as a nonprofit was a good fit. Customer service was also supportive. It also allows us to have an external help desk for our common questions from clients.
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Jeffrey Cheng profile photo
Score 10 out of 10
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  • Intercom and Tawk
I've tried almost every single other live chat support tool. Most of them are easy to plug and play into the HTML page layout, but in terms of usefulness and cost, a smaller startup will always choose Help Scout no matter what. It's easily the best option for a bootstrapped startup or a beginning startup. Intercom was the most useful in terms of Live Chat and configuration/UI but the cost is very deterring especially if cash flow is bad.
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Kaitlin Rawley profile photo
Score 10 out of 10
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We did test out several other support desk tools before finally deciding to go with Help Scout. The main tipping point was the fact that Help Scout almost appeared invisible to the end user (our customer). To them, it just feels as if they are reaching someone via email, not some big ticketing system with multiple staff (even though we do in fact have multiple staff members). Additionally, their user interface was quick and easy to learn compared to a few other tools we tried.
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Score 10 out of 10
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It has been an ongong debate about whether or not we should switch to Zendesk. They are all about prioritizing customers, delaying response time, and treating the customer like cattle. I'm sure we will switch someday because key heads in the company used to use it, but the methodology is garbage and the UI needs a high level of technical understanding to master.
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Feature Scorecard Summary

Organize and prioritize service tickets (15)
8.2
Subscription-based notifications (9)
7.6
Ticket creation and submission (14)
9.4
Ticket response (15)
8.6
External knowledge base (14)
8.4
Internal knowledge base (14)
7.8
Email support (15)
8.6
Help Desk CRM integration (10)
7.8

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