TrustRadius 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,9
Help Scout
31 Ratings
Score 9.0 out of 101
<a href='' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>

Help Scout Reviews

Help Scout
31 Ratings
<a href='' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.0 out of 101

Do you work for this company?

Show Filters 
Hide Filters 
Showing 1 of 31 Help Scout ratings and reviews.
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Job Type

Reviews (1-1 of 1)

Companies can't remove reviews or game the system. Here's why.
No photo available
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

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.
Read this authenticated review

Feature Scorecard Summary

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

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


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
Social Media
Video Tutorials / Webinar

Help Scout Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS
Supported Languages: English