Lightweight & perfect for small team support & customer development
August 02, 2016

Lightweight & perfect for small team support & customer development

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Help Scout

Help Scout is used for supporting end-users, creating FAQ/documentation & internally for customer development.

Pros

  • FAQ
  • Support ticketing
  • Reporting

Cons

  • Tagging system - too easy to create too many tags/labels, especially as new employees come on.
  • We were using spreadsheets for customer development and it caused a lot of extra work & confusion. Saved money & provided clarity.
My team used Zendesk for years and then we switched to a lighter solution.
Well suited for smaller companies who need a more simple solution (vs. Zendesk). Zendesk is also great, but only for larger businesses who need to customize a lot of the support tool.

Help Scout Feature Ratings

Incident and problem management
9.8
Organize and prioritize service tickets
10
Subscription-based notifications
10
Ticket creation and submission
10
Ticket response
9
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
10.0
Email support
10
Help Desk CRM integration
Not Rated

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