TrustRadius
A complete ticketing system
https://www.trustradius.com/help-deskHelp ScoutUnspecified931101
Hammad Bin Idrees profile photo
December 10, 2018

A complete ticketing system

Score 7 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Help Scout

Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of a veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world. We're the only vet company I know of that uses a help desk. We use Help Scout and absolutely LOVE it. We did use Zendesk previously but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket number and feel like they're speaking to a robot. Help Scout solved that immediately when we switched. We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc.. Help Scout is absolutely fantastic, because it's very elegant in its simplicity, but tremendously powerful in its capability. On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them. We are very loyal Help Scout clients and plan to be for a long time. It is extremely simple to use and understand as a user. It treats communicators like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers). It provides a fantastic support team that's very responsive and solution focused. It provides a solid API that allows you to bring in data from other apps so that you have a consolidated view of a client beyond just their email history
  • 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.
  • Less manpower.
  • Timely response and meeting the SLA.
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.

Help Scout Feature Ratings

Organize and prioritize service tickets
9
Subscription-based notifications
9
Ticket creation and submission
9
Ticket response
9
External knowledge base
9
Internal knowledge base
7
Email support
10
Help Desk CRM integration
10