Help Scout Rocks!
November 25, 2018

Help Scout Rocks!

Taylor Hansen | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Help Scout

Our team used to use Help Scout as our help desk software. There were limitations at the time and we currently only use it for its knowledge base feature and our admin emails.

Pros

  • 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.

Cons

  • 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.
  • Very affordable - both the knowledge base and the help desk features.
  • Customers really enjoy our knowledge base.
Help Scout is a way better looking product. In the last two years they have stepped up their game. I hope to use their live chat soon. Zendesk is clunky and the user interface is terrible.
Love what this team is doing. Support software for and by people who care about a support driven company. Their blogs are amazing.

Help Scout Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Subscription-based notifications
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
7.5
External knowledge base
7
Internal knowledge base
8
Multi-Channel Help
9.5
Email support
10
Help Desk CRM integration
9

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