Help Scout Solving Problems for Growing Organization
July 30, 2019

Help Scout Solving Problems for Growing Organization

Amanda Elias | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Help Scout

Help Scout is used to facilitate communication between external customers and our internal workforce. Help Scout allows our organization to remain transparent, organized, and responsive. Our customer service teams and other customer-facing employees use this software to meet the needs of our clients, but also to remain accountable amongst our peers.
  • 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.
  • Ability to outsource less specialized jobs using Help Scout
  • Reduction of work hours for tasks
  • Great tool for high volume support needs
Only have minimal experience with G-Suite for a much smaller company. This worked well for that organization but did not have similar specialization functions that suite our larger organization very well. Help Scout's pricing makes sense, and continues to service our needs well. Minimal usage of other programs, but have no need to explore alternatives at this time.
Help Scout is ideal for multiple users with varying permissions. Has many functions that are well-suited to be tackled by a team or multitude of employees. There is a great degree of customization, including saved replies and app-integration. Software works well with remote teams. Help Scout does not seem to be necessary for internal use only, and also unlikely to be needed for a smaller organization.

Help Scout Feature Ratings

Organize and prioritize service tickets
2
Subscription-based notifications
1
Ticket creation and submission
Not Rated
Ticket response
3
External knowledge base
9
Internal knowledge base
9
Email support
1
Help Desk CRM integration
3