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Help Scout

Help Scout

Overview

What is 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…

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Recent Reviews

TrustRadius Insights

Helpscout is a customer support ticket system that has proven to be invaluable for businesses looking to streamline their support …
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Helping Us Scout!

8 out of 10
August 07, 2018
Incentivized
Help Scout was implemented across our organization for our external customer service. It revolutionized our tracking of customer service …
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Popular Features

View all 8 features
  • Ticket response (18)
    10.0
    100%
  • Ticket creation and submission (17)
    10.0
    100%
  • Email support (18)
    9.0
    90%
  • Organize and prioritize service tickets (18)
    9.0
    90%

Reviewer Pros & Cons

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Pricing

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Standard

$20

Cloud
per user/per month

Plus

$35

Cloud
per user/per month

Company

Contact sales team

Cloud

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.helpscout.net/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Demos

Census + Help Scout Demo

YouTube

Help Scout Releases iPhone App - Get Our Demo

YouTube

Quriobot & Help Scout integration

YouTube

Recreating Help Scout's Demo Webinar Promotion - Chameleon Recipe

YouTube

Shopify Integration with Zendesk, Freshdesk, Help Scout or Re:amaze: Animated Overview

YouTube

Help Scout Help Desk Demo

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

9.8
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

8.5
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

7.8
Avg 7.7
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Product Details

What is 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.

Help Scout Features

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Subscription-based notifications
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts

Self Help Community Features

  • Supported: External knowledge base
  • Supported: Internal knowledge base

Multi-Channel Help Features

  • Supported: Email support
  • Supported: Help Desk CRM integration

Additional Features

  • Supported: iPhone app
  • Supported: Embeddable Contact Form
  • Supported: Customer Satisfaction Ratings
  • Supported: Reporting
  • Supported: API Access
  • Supported: 40+ integrations

Help Scout Screenshots

Screenshot of Build better relationships with your customers, and work together better as a teamScreenshot of Tools designed specifically for team collaboration on customer supportScreenshot of Docs Knowledge Base provides self-service that sets your customers up for successScreenshot of The conversation report can change the conversation with your customers from problems to praise by pinpointing what they write in about and when.Screenshot of Productivity Reports track your team's customer-helping velocity and identify sticking points to push through with even greater momentum.Screenshot of Happiness Reports are the closest you can get to your customer's true feelings without hiring a telepath.Screenshot of Help Scout iPhone app puts a powerful Help Desk in your pocket

Help Scout Competitors

Help Scout Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS
Supported LanguagesEnglish

Frequently Asked Questions

TeamSupport and Helpjuice are common alternatives for Help Scout.

Reviewers rate Subscription-based notifications and Ticket creation and submission and Ticket response highest, with a score of 10.

The most common users of Help Scout are from Small Businesses (1-50 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(53)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Helpscout is a customer support ticket system that has proven to be invaluable for businesses looking to streamline their support operations. Users have praised its ability to centralize all support information in one place, allowing for improved efficiency and customer satisfaction. With Helpscout, customers' support tickets can be categorized and tracked, enabling the team to easily monitor metrics and identify areas for improvement.

One of the standout features of Helpscout is its simplicity and personal touch, which sets it apart from other help desk software. Customers appreciate the more human and personalized communication experience they receive when interacting with businesses that use Helpscout. Moreover, the software's support team is highly responsive and dedicated to finding solutions for any issues that arise, ensuring that customers feel heard and valued.

Helpscout is not only used by the dedicated customer support team but also by other members of the organization who rely on it for tasks such as checking customer information and reaching out to resolve issues. Multiple users can work out of a shared inbox, assign conversations, forward them to different departments, and leave internal notes - all aimed at providing efficient and timely responses to customer queries.

Additionally, Helpscout is used as a knowledge base and for hosting help documentation, making it easier for customers to find answers to their questions without having to reach out for support. The software helps keep all interactions in one place, allowing team members from various departments within the organization - including support, customer success, billing, and product teams - to stay informed about each interaction and provide continuity in conversations.

Overall, Helpscout has revolutionized customer service tracking and improved communication efficiency for businesses that rely heavily on email as their primary channel for support interactions. Its user-friendly interface, automated workflows, and easy collaboration between team members have earned the praise of both users and reviewers alike.

Users highly recommend HelpScout for its great onboarding process, easy setup, and effectiveness. They also praise HelpScout's support team for being super responsive and going above and beyond to help. The ease of use, intuitiveness, and workflow streamlining capabilities of HelpScout are also commonly mentioned recommendations. Users suggest trying HelpScout and state that they haven't considered another platform since signing up. However, some caution that quality support from HelpScout may not be guaranteed and had difficulty getting answers to specific questions. Nonetheless, many users highly recommend HelpScout for SMBs that rely on online support, as it understands good service and small efficiencies matter. Users also find that HelpScout makes public relations management more effective and facilitates interaction focused on customer care. Lastly, users find HelpScout's desktop and mobile design user-friendly and intuitive. Overall, users highly recommend HelpScout as a terrific product that can streamline workflows and improve customer support.

Attribute Ratings

Reviews

(1-1 of 1)
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Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Incident and problem management (3)
86.66666666666666%
8.7
Organize and prioritize service tickets
70%
7.0
Ticket creation and submission
100%
10.0
Ticket response
90%
9.0
Self Help Community (2)
70%
7.0
External knowledge base
90%
9.0
Internal knowledge base
50%
5.0
Multi-Channel Help (2)
75%
7.5
Email support
90%
9.0
Help Desk CRM integration
60%
6.0
  • 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.
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.
18
  • Support
  • Billing
  • Customer Success
  • Product
  • R&D
  • Education
No single person is dedicated to support HelpScout. It is intuitive enough that our Director of CX is able to make any needed changes without a dedicated resource.
  • Answering support tickets
  • Receiving feedback from specific in-app actions
  • Providing the foundation for our help center
  • Providing in-app help for our users
We are receiving feedback from the organizational level that they may want us to transition to a different solution to provide consistency across the company.
  • 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
Great - I love being able to use it to add voice-to-text comments from my phone to point our team members in the right direction.
It is simple and intuitive. I haven't run into difficulty using any of the features that I have wanted to use. Additional help in the form of documentation or support is available as needed, and their response times are pretty good :)
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