Great tool for small support teams
April 23, 2021

Great tool for small support teams

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Help Scout

We use Help Scout for the entire communications with customers and end-users. It is used for support tickets as well as for sales inquiries and other consultations. We mostly use Help Scout for managing the emails, also - creating and maintaining support article page (FAQ).
  • Simple and clean design
  • Easy to onboard new users
  • I would the workflow functionality to be improved, because at the moment it is not working in all cases.
  • Also, I would like more flexibility with satisfaction rating functionality
  • More in-depth metrics and stats.
  • Shorter waiting times for responses to customers
I also have used Zendesk previously, which is much more complicated; however, it can offer much more possibilities for customizing.

Do you think Help Scout delivers good value for the price?


Are you happy with Help Scout's feature set?


Did Help Scout live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Help Scout go as expected?


Would you buy Help Scout again?


In my opinion, Help Scout is well suited for smaller teams.

Help Scout Feature Ratings

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