Help Scout Reviews & Product Details

I like that my entire department can see incoming emails and handle them if I am away or unavailable. It is pivotal that our clients are not waiting unnecessarily, and this allows us to communicate back quickly and efficiently.

I don't like that you can't change a subject line, especially as communication changes, it's nice to be able to update that.

Time response getting back to clients

Help Scout allows you to assign conversations to specific team members, but everyone can still view the conversation and action it if necessary. Saved Replies and Tags are very helpful for tracking. The Docs site allowed us to easily implement a knowledge base for our users without having to involve our development team.

There's very little to dislike about the product. It meets our needs perfectly.

Help Scout has improved our response times to customer issues and allowed us to better track problems and other trends.

Everything is super simple to use and there isn't much of a learning curve.

Sometimes the workflows can be a bit confusing to navigate.

HelpScout helps us answer customer tickets easily and coordinate our responses.

I like how simple HelpScout is to use. It's powerful without feeling dauting.

Workflows only run once. It would be nice if you could set a workflow to run multiple times.

HelpScout allows you to manage incoming support emails with other team members. The traffic cop feature is very helpful.

My favorite part of Help Scout is the saved replies. I work in Customer Service and patients call for the same thing so it is very helpful so I don't have to keep typing up the same email.

Luckily, I have not found anything that I dislike about Help Scout yet.

I use Help Scout as a liaison with the patient and doctor's office. Typically I will send a response that I received from the office or will send itemized statements so it's a great way to communicate without having to call patients since we already have a high call volume.

I love how simple the layout of the website is. THe layout makes it really easy to navigate and resolve cases in a timely manner.

I wouldn't say there is anything I dislike about the interface but sometimes shortcut keys take me places I don't mean to go on the page. Ie. I am in the middle of typing a draft and inadvertently press a key on the keyboard and I end up back in the dashboard. But I'm certain this is user error.

Customer inquiries and complaints are the biggest thing we resolve in helpscout. The benefits of the system are the fact that it highlights how long cases have been opened and there are stats for resolution times.

Saved Replies, Tagging, Workflows, and the ability to create a makeshift internal wiki of docs and procedures our customer care teams and internal support staff can use to help each other and stay on the same page.

None, this is a great program! I have only started using this in the past month and I’m sure the more I get to know it I’ll find some things that need improvement but so far it’s been a great experience and the concept for my team has been working great so far.

Staying on the same page of knowledge support and internal process flows. This is going to be a great hub for both internal and external information to stay consistent so we are giving our customers the right answers, internally and externally.

It has made tracking our customer response times so much easier and it’s made coaching/helping our team even better!

So far I have not found anything that I dislike

Customer response times

I like how you can divide into different departments. We have a billing, support, and development inbox.

The political messages when you've cleared away your inbox.

Helping customers with our software or billing issues.

I like that it is Consumer "centric", feedback ability is awesome after every response, we can identify issues if we get a bad review

I don't like that it auto-opens a case once you are done with a previous, allow me to choose which case I want to work on next rather than opening another from the queue

customer support related issues for a tech co, benefits are getting good or bad feedback from email response, we can better identify the customer's needs

User friendly, accessible on mobile, app is easy to use

Can’t forward emails through the mobile app

Customer service email queue

Helpscout is great for many reasons: +You can see how many customers need help at a glance. With the inboxes on the side bar you can see how many customers have not received a response, how many need to have an additional response, closed tickets, and your personal inbox of customers you have served. +if you are going to be out of the office you can send your incoming tickets to the queue. This will send any tickets you have responded to back to the main inbox while you are away. +notes and sending to other people. Being able to add notes and assign the ticket to other people in your organization makes life easy and customers happy for quick responses.

The only thing I have found to be an inconvenience with HelpScout is when you have written a note to another party, assigned it, and the customer writes back. When they write back it takes the note out of the assigned inbox and back to the person who sent it over. It would be better if there was a note in the corner placing it in both inboxes and if one of the 2 people respond it leaves both inboxes.

Response times are a huge thing in this day and age. The ability to quickly see what needs to be done so that your team can knock it out quickly is the reason we use HelpScout.

It helps me with sorting all of my business emails.

There is nothing I dislike, it is a big help.

It keeps everything together.

I like the email organization features

Search feature in emails, sometimes the keyword doesn’t really show up, kind of have to manually look for an email

Email management

They have incredible help docs, really fun interactive branding, their search function is great, their blog is also pretty fun

Not much honestly, sometimes when you are managing lots of different e-mail addresses in the platform it can be confusing, but that's partially the user's fault.

Great way to manage customer e-mails and track key metrics

I love the saved replies feature. It saves so much time and makes it easy to train other people to use it. I love when you empty the inbox and a cute graphic shows on the screen. I like how you can track everything.

I honestly cannot think of anything I don't like about this software.

We answer hundreds of our customers questions quickly and easily because of Helpscout. The benefits are communicating with our customers in an efficient way.

The email is very fast, my clients information gets in so I always know who is contacting me and sometimes even a picture appears so it feels more personal when I'm replying to an ticket. Being able to reply quickly and report spam as needed. I'm able to paste in articles from my Docs very easily to my tickets so I don't need to repeat myself to my clients.

The Docs section is very limited on the free version and I wish it could be opened up more. I understand having only 30 articles allowed, but multiple categories should be something allowed. Also wish better spam targeting was on the ticket system. I find myself having to manually report items as spam and this gets very time consuming.

I was looking for a better service to allow clients to ask us questions and get ahold of us with information for our business. Help Scout solved that the best and now we are able to reply fast to our email requests and answer questions quickly with Docs. Now the information that we receive can get to our staff faster.

Help Scout is great for medium-small teams. The interface is really straightforward and user-friendly, and there are no distractions from the process of assigning and resolving customer queries.

Help Scout is a little light on some of the fancier Helpdesk features like API integrations and advanced user management.

We manage all our circulation and product fulfillment through Help Scout—it makes it easy for multiple part-time employees to stay on the same page.

Helpscout has consistently released useful improvements and new features. The support team at Helpscout is quick to respond and very helpful.

Can occasionally be buggy. The biggest issue would be reporting, however. The numbers just don't add up sometimes and there isn't a clear description of what each number represents or how it is calculated.

We use Helpscout for email support, a support doc center and for logging support calls and chats.

Before using Help Scout, our company utilized a shared Outlook folder to manage customer service emails. This was naturally a little unorganized and led to duplicate responses and forgotten messages. Help Scout allows our team to easily assign tasks to coworkers, track whether or not replies have been sent, and add notes. We have never been more organized with customer service!

There is not much that I dislike about Help Scout. If I had to choose something, it would be that it is possible to accidentally send a response to a customer if you reply to an email. To be fair, they do warn about this, but some coworkers who use the service less often than others have still done this accidentally in less than ideal situations. I wish there was a way to turn off this functionality altogether (unless I am unaware of how to do so)!

We are solving lost time because we can save common replies and assign tasks to the correct individual. We are making our customer service more efficient and timely because we can check tasks and close tasks in a timely and organized fashion.