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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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TrustRadius Insights
TrustRadius Insights

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 …
Continue reading
Read all reviews

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

View all pros & cons
SS
Shane Siever
Director of Product Marketing
Real Milk Paint Co. (Consumer Goods, 11-50 employees)
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Pricing

View all pricing

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
View more demos
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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 Integrations

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

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Reviews and Ratings

(52)

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

(1-18 of 18)
Companies can't remove reviews or game the system. Here's why
December 28, 2023

HelpScout - the helping hand small businesses need to support their customers.

SS
Shane Siever
Director of Product Marketing
Real Milk Paint Co. (Consumer Goods, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Small businesses that want a conversational type of customer support experience. Nothing wrong with support tickets, but it does make you feel like a number. Also, we needed to get up and running quickly so the "inbox" feel of the dashboard was already familiar with the team so they could adopt the new software quickly.
July 30, 2019

Help Scout Solving Problems for Growing Organization

AE
Amanda Elias
Customer Experience Advocate
Opendoor (Real Estate, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
July 03, 2019

Help Scout for the win!

AS
Aaron StPierre
CEO (Chief Executive Officer)
Saintly Solutions (Information Technology and Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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!
June 20, 2019

All-in-one CX Solution!

Verified User
Director in Product Management
Computer Software Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
HelpScout is great for all of our CX team. It allows us to centralize all communication and easily hand off conversations to whoever is available or best suited to handle the situation. The documents search bar that is embedded into the form when writing an email reply helps to drive the use of the help content by our team and by extension by our customers. They also have a great ecosystem of content and connections that help you to grow as a support team.
December 18, 2018

Help Scout for Customer Support

Leigh Malamphy | TrustRadius Reviewer
Leigh Malamphy
Manager, Support
Gather (Computer Software, 51-200 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
December 10, 2018

A complete ticketing system

Hammad Bin Idrees | TrustRadius Reviewer
Hammad Bin Idrees
Acting Project Manager
Goto.com.pk (Consumer Goods, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
September 24, 2018

Intuitive and effective. Highly recommend.

Santiago Valdés | TrustRadius Reviewer
Santiago Valdés
Cofounder / Marketing, Growth, Technology, Experience
Vestuá (Retail, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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)


August 07, 2018

Helping Us Scout!

Verified User
C-Level Executive in Finance and Accounting
Environmental Services Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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.
April 21, 2017

HelpScout from web developer with support duties

Jeffrey Cheng | TrustRadius Reviewer
Jeffrey Cheng
Web Development Lead
Fosubo (Internet, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
From small to large teams, Help Scout is a wonderful asset to have. I've tried many alternatives but Help Scout is definitely the best bang for your buck. If you need LIVE chat, this isn't the best tool, but for general use cases, it's perfect. Zendesk might be comparable but I feel that's more suited to a large company. Help Scout is well suited if you have at least one dedicated support person and there's even a FAQ section and doc section for them to record the general responses.
February 23, 2017

Hip hip hooray for Help Scout

Kaitlin Rawley | TrustRadius Reviewer
Kaitlin Rawley
Director of Growth
Flocknote (Computer Software, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Our team previously used a shared Gmail inbox for support, but as we grew and hired more employees this quickly became a nightmare. It was hard to tell who had responded to what and keep track of important details that were related to support requests. Help Scout is a great tool for providing customer support without all of the ticket numbers and other yucky robot like automatons that make people think they are contacting some big clunky system, not a real person. Their reports and tools make it easy to ensure we are providing fast, friendly support that exceeds expectations.
February 14, 2017

Read the Blog, then Make your decision

Verified User
Employee in Customer Service
Internet Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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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