So Much Better Than Shared Mailboxes in Exchange
July 09, 2025

So Much Better Than Shared Mailboxes in Exchange

Kelly Turner | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Help Scout

We used Help Scout as our primary platform for communications with clients and their employees who were participants in client-sponsored benefit plans. Our generic email addresses like customerservice@ and clientservice@ were pointed to Help Scout inboxes, in which our customer service representatives and account managers would collaborate to respond to a variety of inquiries.

Pros

  • The user interface is very intuitive. New users are able to be up and running on the platform very quickly.
  • Workflows, both manual and automatic, provide an easy way to customize the platform to suit our business processes.
  • From a user's perspective, it is easy to tell when another user is currently viewing and/or responding to a particular conversation with a customer, which prevents "stepping on each others' toes" in a shared inbox scenario.
  • When we need assistance with Help Scout functionality, we get fast, thorough responses to our inquiries.
  • The API functionality is powerful and well-documented.

Cons

  • I would like to see a better solution for the scenario when an external inbound email is sent to multiple email addresses within our organization. This is a common scenario that causes confusion because it creates multiple identical "conversations."
  • It gave our leadership the ability to view metrics centered on how we were doing in terms of our customer interactions.
We tested several similar products, but Help Scout was by far the most intuitive. Once we decided to implement, all of our agents/users were able to get up and running on the platform very quickly because it just made sense.

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

If you currently have teams using shared mailboxes in Exchange to respond to your customer inquiries and are frustrated by the limitations therein, I would definitely suggest trying Help Scout. This is a great way for a team to work together to correspond with your customers.

Help Scout Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
9
Subscription-based notifications
10
Ticket creation and submission
9
Ticket response
10
Self Help Community
8.5
External knowledge base
8
Internal knowledge base
9
Multi-Channel Help
10.0
Email support
10
Help Desk CRM integration
10

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