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
Vetted Review
Verified User
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Pros and Cons

  • Software is strongly suited for personalization and optimal individual performance
  • User permissions are so that employees and contractors alike can use without legal issues.
  • Apps are easy to integrate in the software
  • Lacks a spam filter
  • Would be useful to see email status variance amongst users
  • Blank marketing emails, potential issues with integrating internal software.
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No photo available
Score 8 out of 10
Vetted Review
Verified User
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Pros and Cons

  • 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.
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Hammad Bin Idrees profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers).
  • The email newsletter.
  • They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trust them because I can believe them. I know that tells you very little about the product, but as leadership, that's something that I really need
  • Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way.
  • They're primarily focused on email so tracking chats and calls aren't that helpful.
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Leigh Malamphy profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The interface/UX. Helpscout is extremely easy to learn and use. Getting ramped up on Helpscout takes very little time and it is easy to train new team members on it.
  • Support. Any time I have a question or something seems to be acting up in the account (which is pretty rare) I always get a quick response from Help Scout's Support team.
  • Workflows. We use this feature a lot to automate certain actions. For example, I have a workflow set up that triggers an email to be sent to me if a bad rating ever comes through for one of the Support Associates on my team. This allows me to quickly follow up with the customer to see what could be done to improve their experience.
  • Reporting. The native reports they have are good, but diving into data a little deeper is challenging. You really need custom fields or tags set up from the start to get specific data since Salesforce does not integrate into fields within Helpscout.
  • Knowledge Base. I wish there was more room for customization here. The current setup requires there to be Collections and Categories. If an article is uncategorized it is not searchable in the Knowledge Base. I also wish there was a feature so I could add "was this article helpful?" to report on.
  • Forwarding to other inboxes - you aren't able to CC the other user's email address (i.e if Support wants to forward something to Billing we are able to forward, but you are not able to CC the billing email address which is confusing to our customers sometimes).
Read Leigh Malamphy's full review
Taylor Hansen profile photo
November 24, 2018

Help Scout Rocks!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Very easy and friendly user interface. Always loved how nice Help Scout looks.
  • The reliability of Help Scout is second to none. The uptime hasn't really let us down.
  • The knowledge base looks pretty good once an article is posted.
  • The knowledge base is a nightmare to edit. The HTML editor is janky and needs an overhaul.
  • Help Scout was pretty late to the game for a JIRA integration.
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Santiago Valdés profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • The interface is extremely good. It's fast, it's smart and it's easy to use. In one week we dominated it completely, with every function. It's very intuitive, which helped us onboard the hole team very quickly.
  • Tagging and in general organizing tickets. It's easy and visible
  • Workflows (or automatic triggers) have MANY options and you can get very efficient by using them
  • Their support is very good and effective
  • Docs (FAQ manager) is easy to setup and maintain. It is well linked with the other parts of HS, like answering emails or chat
  • Chat is new to us (with Beacon) but so far is working fine. It's in beta and needs more features, but I'm sure they're on it
  • Trying to group tickets is a bit unflexible. You can create folders which can be part of a workflow (automatic trigger) but you can't create a folder based on tags. This needs to be improved because there's a need to create smarter segments and mix them.
  • Metrics are useful but there needs to be more details about them. You can drill down in some but others are still not very actionable or visible (ok, that number went down, but what was the cause? what's the criteria with what you measure that?)
Read Santiago Valdés's full review
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August 06, 2018

Helping Us Scout!

Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Tracking of incoming emails
  • Reports from tagging regarding common issues
  • Keeps us out of email
  • The tagging function is a bit onerous and took a while to strategize and set up.
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No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Different inboxes to sort emails from different client types which is very useful. We use two different email addresses for our paying clients and our end users, so it's important to prioritize those.
  • Help Scout is constantly innovating. In the 2-3 years we've been using it, there have been significant feature releases that have made a big impact on our decision to continue using them.
  • Integration with other platforms - we sync user data with HubSpot to get full context when corresponding with our customers.
  • More detailed analytics.
  • Ability to send customized surveys to gauge happiness.
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Jeffrey Schneider profile photo
October 12, 2017

YES to HelpScout

Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Track users
  • Set up a knowledge base page for FAQs
  • Fairly easy for team members to get up and running quickly
  • Widget Support - We currently use Olark and have to integrate with Helpscout. Why not all in one system?
  • The UI could be a bit easier for tracking and see what is open, in motion or resolved.
  • Be nice to color code unanswered support tickets and add timers to see response times.
  • Analytics would be helpful to evaluate our customer support responses and success
Read Jeffrey Schneider's full review
Jeffrey Cheng profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Keep track of existing tickets to maintain a relationship between your company and its users.
  • Easy to learn/use because you can literally pick it up within the first 15 minutes of logging in.
  • Keep improving their product and roll out new features to improve the service.
  • The user interface in the internal application could be improved as the buttons don't reflect intuitively what they are.
  • Responding to a ticket should assign you as the owner if you are the first person to respond.
Read Jeffrey Cheng's full review
Kaitlin Rawley profile photo
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Allows for easy communication between support team members with the ability to add notes, assign emails, and keep track of who is viewing or responding to a particular conversation in real time.
  • Their Happiness Report allows us to easily measure how satisfied people are with our level of support and makes it easy and natural to follow up with those who leave feedback.
  • Their Reports for the Docs tool help us see where we are falling short with a list of 'failed searches'. We create new FAQs or adjust existing FAQs based on these 'failed searches'.
  • We would really love to see the Docs tool go through a little facelift. The user interface has stayed relatively the same for the past 3 years and with a large bank of FAQs some of the category specific pages can see overwhelming to a user at first glance.
  • We track our response time very closely and we will see this metric skewed from time to time if a customer replies to an old email chain instead of initiating a fresh email to us (normally they are writing with a new question/issue and it isn't related to the previous chain)
Read Kaitlin Rawley's full review
No photo available
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Love the HTML uploader.
  • Workflows are bar none the easiest I have ever used.
  • Solid platform that rarely has issues.
  • Used to love their blog, an it's still good, but their older content was better.
  • Added integrations would help in certain cases.
  • There seems to be a persistent issue where you have to click right on the letter when using things like italics and bold. I have brought it up and they said they are working on it.
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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