Best e-mail support tool out there
July 09, 2025

Best e-mail support tool out there

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

Overall Satisfaction with Help Scout

We've been using Help Scout to manage email support in our org. While anyone can provide support via the gsuite offering, with help scout we can also have internal notes, mentions, reports or analytics, etc. This has helped us streamline our process, improve feedback to our product team and drive ownership within the customer experience team.

Pros

  • Email threading
  • Private notes & mentions
  • AI summary
  • Reports

Cons

  • More control over UI
  • Stronger features such as response prediction
  • Median response times in reports
  • Beacon needs improvement
  • Need data localisation/servers in India
  • Helped us build workflows on the fly to reduce spam
  • Workflows also helped us detect escalations early on and reduce impact on social media
  • Clean reporting helped plan our hiring
Great tool, clean UI, amazing support team. One of the most cleanest experiences I've ever had with a tool. I'd used this in my previous org and the impact it had on me organically placed me in a position where I had to bring in help scout in my current org. Even my peers love it.

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

Yes

Are you happy with Help Scout's feature set?

Yes

Did Help Scout live up to sales and marketing promises?

Yes

Did implementation of Help Scout go as expected?

Yes

Would you buy Help Scout again?

Yes

Help Scout is best suited in an org where email support is the primary channel. For orgs that may have more than one channel, another CRM that supports an omnichannel experience works best. However, Help Scout's beacon is also improving a lot

Help Scout Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Subscription-based notifications
Not Rated
Ticket creation and submission
Not Rated
Ticket response
Not Rated
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
8.0
Email support
9
Help Desk CRM integration
7

Comments

More Reviews of Help Scout

  1. Home
  2. Help Desk Software
  3. Help Scout Reviews
  4. User Review of Help Scout