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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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.
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Aaron StPierre profile photo
Score 10 out of 10
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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!
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Score 8 out of 10
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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
Score 7 out of 10
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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.
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Leigh Malamphy profile photo
Score 7 out of 10
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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.
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Santiago Valdés profile photo
Score 10 out of 10
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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)


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August 06, 2018

Helping Us Scout!

Score 8 out of 10
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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.
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No photo available
Score 10 out of 10
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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 Cheng profile photo
Score 10 out of 10
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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
Score 10 out of 10
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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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Score 10 out of 10
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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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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