Who Uses This Software?

Companies, small and large, that insist on a delightful customer experience. We're trusted by 8,000 customers in 70+ countries, including Basecamp, Buffer, GrubHub, AngelList and Timbuk2.


Average Ratings

141 Reviews
Functionality Recommended

  • 5 / 5
    Overall

  • 4.5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    $12.00/month/user
    See pricing details
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Help Scout
  • www.helpscout.net/
  • Founded 2011
  • United States

About Help Scout

Help Scout scales like any other help desk, but the customer experience feels personalized like email. Help Scout is ideal for companies of all sizes, and supports companies with 500+ users. Help Scout's clutter-free features keep teams of any size on the same page. With best in-class-reporting, integrated knowledge base, robust API and tons of integrations, and free iPhone app to support customers on the go, Help Scout lets your team focus on what really matters: your customers.


Help Scout Features

  • Alerts/Escalation
  • Automated Routing
  • Customizable Branding
  • Document Storage
  • Email Integration
  • Interaction Tracking
  • IT Asset Management
  • Knowledge Base Management
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Ticket/Issue Tracking
  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management

Help Scout Reviews Recently Reviewed!


Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

Sep 10, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

5 / 5
Value for Money
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Pros: I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent.

Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

Cons: This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

Overall: to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

Completely changed our business - for the better

Nov 17, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Comments: Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world. We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched. We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc. Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability. On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them. We are very loyal Help Scout clients, and plan to be for a long time.

Pros: - extremely simple to use and understand as a user - treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers) - fantastic support team that's very responsive and solution focused - solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Cons: - wish that the interface could be a little more customized for our specific needs - really don't have any downsides to it - it's a great product

Recommendations to other buyers: If you've looked at help desks and felt they were overpowering or too complicated to use, Help Scout is the antidote. Using it is like using an email client, and our clients feel like they're emailing individually to someone as opposed a big team. I love that they do away with the "ticket number" mentality which makes most help desks feel robotic and sterile. We've loved being with Help Scout as the product has gotten even better, and we're grateful for the massive amount of simplicity the product brings to our workflow.

An excellent, lightweight, streamlined, modern helpdesk solution

Feb 04, 2015
5/5
Overall

5 / 5
Ease of Use

4.5 / 5
Features & Functionality

5 / 5
Customer Support
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Pros: First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it. Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead. For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it.

Cons: The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original. That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional.

Recommendations to other buyers: Pay attention to whether the bells and whistles offered by others are really things that you need. We were using Freshdesk before, and while it is a bit of a Swiss Army Knife, we were only using about 1/4 or 1/3 of the features the product offered. Help Scout takes a very different approach -- they've made the product about as light and streamlined as it can be (should be) for most small support operations. Give it a test drive and you'll probably see whether it provides enough meat for your support team or not. For most, it will probably be great.

Terrific product. Great UI. Does lack on the integrations

Feb 04, 2017
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use.

VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.

Cons: The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets.

Caveat: if all you do is email and maybe chat, then this product is everything you need and more.

Overall: We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.

Recommendations to other buyers: Definitely. Review Zendesk and a couple other offerings, but Help Scout is fantastic for small and medium teams. Where Zendesk shines with their management level controls and granular options, they fail in the actual UI and "using it every day" area. Help Scout is the inverse.

Organization and focus on delivering excellent customer service

Feb 06, 2016
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: They are super responsive. They are pretty rad and transparent: if something goes wrong on their end they are not afraid of admitting fault. Which leads me to trusting them because I can believe them. I know that tells you very little of the product, but as leadership that's something that I really need. Other environments-blameshifting-I cannot stand and can't trust, believe, or hope that they'll hold true to their promise. We're leaving another vendor for that reason. Their system is very responsive, quick, simple, and easy to learn. There aren't too many bells and whistles which simplifies my life when onboarding new teammates. Their docs are well written and engaging.

Cons: The vendor is great! I'd say a better or more thorough live chat & phone integration would be great. We communicate with customers via email, phone, live chat, and Twitter. It's hard when all these are fairly decentralized. Help Scout *does* have a live chat integration (which we use) and we can forward VMs to Help Scout (which is great). But if you're looking for tracking call length, live chat length, or some of the other nifty metrics in one central place, you'll need to use Excel or a Google Sheet. Or use everyone's API to feed into your own system.

Recommendations to other buyers: Talk with them. They are real people. They'll tell you where they are good and if you need to look elsewhere for what you need. They do email really, really well. I am stoked that we get to use them.

We use Help Scout to stay on top of our customer support

May 01, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Help Scout is a focused, straightforward support mailbox product, and we've been using it to great effect since we switched over (from a shared inbox for support) a couple of years ago. We were happy with the pricing, and we use the custom sidebar add-ons to great effect. We've written our own sidebar app that gives our support team access to a ton of useful customer information and error logging without ever leaving the mailbox. When we've dealt with Help Scout support, they've also been great. Help Scout does exactly what we want.

Cons: Help Scout is a relatively slim and focused offering (although they are indeed adding new features all the time) this was actually a *selling point* for us, as we didn't want a super-complex tool for this but I am sure that for some users this could be problematic.

Overall: Help Scout helped us get a handle on our support workflow and as we've added to our support team, it's made that process painless. We use the custom sidebar apps to great effect.

Couldn't run my business without it

Dec 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: After having used Zendesk for a while, I was not happy with its and complexity. I wanted to have a support desk tool that made it look like it was regular mail to the customers. And HelpScout did exactly that. After having used the free version for more than 2 years, we are now on the Business plan. It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny. The Docs integration is perfect, as we use it in replies to customers, in the beacon for self-help and we now also embed the docs on our website through the API.

Cons: It would be great if we could set a custom threshold for the spam filter, as we have a bit too many false positives.

Overall: For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.

Capterra loader

Dead Simple to use Help Desk

Jan 10, 2019
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Initial setup is straightforward. We currently only use the ticketing/email feature in HelpScout, so setup and email configuration were complete in less than 10 minutes.

The interface is clean, direct, and getting used to the layout is quick.

We have synced our main Mailbox queue to a private channel in Slack, so each time there's a new ticket is sent there, which is beneficial to keep track of incoming tickets.

Working with HelpScout is simple and straightforward. Currently, we only use the ticketing feature, and it's been a gratifying experience. All the essentials like adding internal notes, tags, tagging other agents, and replying to customers are there.

My favourite feature is the search function, which helps you find that four-week-old ticket you closed a while ago easily just by searching a few keywords that were included in it.

Cons: So far, the only complaint we had was the "next" feature, once you reply to a ticket, the next open ticket assigned to you would pop up immediately, and if you're not careful, you might respond the wrong thing to the customer!

Overall: Our company uses HelpScout as its internal Help Desk for all of our associate's requests/needs such as equipment request, payroll inquiries, BYOD access, and so.

We found HelpScout incredibly useful; it has increased our response time and productivity, and we are starting to build our internal Knowledge Base. Moreover, most importantly, the price is affordable and goes along well our needs.

Help Scout - a help desk that doesn't suck

Feb 16, 2016
4/5
Overall

4.5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: First of all, Help Scout does exactly what it needs to (facilitate organized, efficient conversations between customers and support people) without getting in the way. The UI is great (especially since 2015) and the workflows are easy to learn and relatively powerful. Keyboard shortcuts are killer. But most of all, I love that Help Scout doesn't feel "heavy" or "dated". It feels modern, fast, and clean. And the support people are just plain awesome. Oh, and did I mention their blog posts?

Cons: Like many companies, they had to grow to keep up with their customer base - which is awesome! But some of their new hires weren't the greatest at support (ironic, eh?). Also, they've had a fair share of downtime recently, though they've been excellent at communicating and building confidence even through these rough times.

Recommendations to other buyers: Besides making sure that the software you choose has the features you need, I'd recommend just trialing a few solutions and seeing how hard they are to pick up and use. I was able to learn Help Scout in about 15 minutes... can you say the same about another Help Desk? Also look into the KB options (Docs is pretty good, though missing some features I'd like to see) and you'll probably want to use the same solution for both your help desk and KB, since the integrations between the two are essential.

Easy to use, flexible, and great support

Feb 01, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Easy to use.

Cons: No android app, but the web app is still quite functional on a small screen.

Overall: We've been using Help Scout for ticket management for about three years. Prior to Help Scout we had used several others, most notably Zendesk. We found that Help Scout was the easiest for our team to use, while still providing a good set of features for customization. The support team at Help Scout has been fantastic as well; they've been very receptive to feature suggestions, quick to resolve what few issues we've encountered, and every contact with them has been a great experience. That last part is important; I personally deal with the support teams of a dozen or so vendors on a regular basis and sometimes the lack of attention to detail and reading comprehension in level 1 support is astounding. Very refreshing!

Best Customer Support Software with the Best Customer Support

Dec 07, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Comments: Having tried or reviewed every customer support solution we could find, we have found Help Scout to be the best solution because of it being as simple to use as regular email, yet powerful enough to handle all of our company's communication. Help Scout is the key tool we use in our web development and hosting business, handling all of our client communication and allowing us to easily discuss requests internally, pass around messages, and provide quicker response times to our clients while making our lives easier.

Additionally, the customer support Help Scout provides is the best we've ever seen. They are super friendly, very quick to respond, and understand requests the first time. They are the model for customer support, and they even blog regularly about how to provide great customer support with very useful tips.

Like all the other Help Desks, but faster, more focused, and cleaner

Apr 26, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Having used Zendesk for years, I was looking for a alternative option without breaking the bank. Help Scout has all the features i needed for my team, and more.

Help Scout looks/feels great. Everything is right where it needs to be. I can quickly show a new employee how to use it in minutes. Zendesk looks like a dinosaur in comparison, and had to train them for a few days before my employees got comfortable.

Cons: Not much to dislike. They have a lot of integrations built right in, and zapier fills in the blanks. The only thing I wish I had was the custom fields, which is in the PLUS feature, and I'd have to pay a bit more money for it. But can't complain about that.

Overall: Easy Help Desk software, fully functional with even more bells and whistles, amazing design, and affordable to boot!

Best ticketing tool out there!

May 04, 2018
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
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Pros: Easy to manage accounts, great for keeping records of a clients request, real-time request, great reports, easy to use and adapt. Honestly, I would recommend Help Scout, is a great ticking tool that has helped me reach-out to clients and keep communication rolling with them efficiently.

Cons: I like the software when used on a computer, but the app for a mobile device does lack functionality. I would like to have the same options as I have on the computer. I don't want to be completely demanding so I won't request the high-end gadgets, but the option to see whos working on a ticket on the app will help a lot.

Overall: Speedy communication with clients, great reports to categorize the requests that come in, very to near flawless functionality, and rarely an issue with Help Scout.

I currently use Help Scout with a client and it is a great tool for staying connected and helping each other respond more quickly to her clients. Really neat software.

Jun 05, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: 1. The number 1 thing I love is that emails are "closed" once they are responded to. When I'm in my own email, I have a tendency to never delete messages. Then I think I need to sort into folders and so on, but that's a waste of time and messy. Help Scout automatically closes them when you've responded to it. But you can still search for it and find it. It's perfect! I get Zero in-box with Help Scout! 2. I also like that you can tag people (reassign) so my client can assign emails to me that she wants me to handle. 3. You can tag the emails, so once a week, she can go in and find a certain type of message to work on those all together. 4. You can write a common response and then save it to be reused. 5. You can write notes within message and tag the team member who you want to see the note, but the original sender of the message doesn't see the note.

Cons: I found it confusing at first because I didn't know where the closed messages were going, and I was nervous about closing messages, that they would disappear. But it just took some learning. My client who added me to her account was able to show me how it works. I'm not sure what the Help Scout training is like.

Capterra loader

The best help desk experience I've ever had

Jan 28, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: The customer support is phenomenal! The Help Scout team is personal, friendly, and fun- a pleasure to interact with any time I get the chance. But because the software is so seamless on its own, a rarely have to reach out for support. I most appreciate the reporting features that show conversation rates and customer happiness.

Cons: I would like to be able to export a list of customers I have spoke with over a set time period, so I would be able to automate outreach and followup. As of now, there is no established way to export lists or data.

Awesome Bonus--Help Scout's Email Newsletter!

Apr 19, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: The email newsletter.

Cons: How sometimes emails end up being responded to by multiple agents because they aren't automatically closed out.

Overall: Help Scout is easy to use, has some great metrics, makes organization a breeze, and allows companies to standardize email responses. But in all honesty, my favorite thing about Help Scout is the weekly newsletter they send out via email. It may be more or less often than weekly, I'm not entirely sure; however, I just love it! I almost always read the entire thing. It focuses on one topic, it's always helpful, and it's often strangely timely so far as what's going on in my professional and/or personal life. I've found it really useful. Indeed, two Christmases ago, my list included multiple items I learned about one of Help Scout's newsletters!

Recommendations to other buyers: None I can think of at this time.

Our company has been using Help Scout for a little over a year now.

Mar 03, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: We are a small business that has been steadily growing over the past two years. We began searching for a unified help desk service about 18 months ago. We tried another service first but found the cost and initial setup too daunting. We began a trial of Help Scout shortly thereafter. During our trial the Help Scout staff was eager and willing to offer assistance but I never felt pressured into committing to anything until I knew it was the right service for our company. They even extended our trial by two weeks because I had been so busy with other things I hadn't had enough time to test it out. In the beginning we only used the service to handle our e-mail and fax business. The fact that Help Scout integrates with our phone/fax service as well as our live chat service is awesome! Over the course of the next year we began utilizing more and more of the services and features Help Scout offered. We have found that the company has always been quick to respond when we had a question or needed assistance and was very open to any ideas or features we would like to see. They have implemented new features that have been invaluable in our day to day operations. We found the pricing structure to be very fair and flexible to suit our needs. The initial setup was very intuitive and only took a few hours before all of our services were up and running. I never felt pressured into paying for any services we didn't need. Overall we have been very happy with their flexibility and willingness to offer assistance when needed. We've very excited to try out some of the new features just implemented in the Help Scout Plus service and appreciate the offer to test it out before we commit to upgrading. Very happy customer!

Love Help Scout

Jan 13, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: I love all of the features that Help Scout offers. We're a growing CS department and it's scaled with us quite nicely. Our Developers are able to customize is for us and it's quite easy to use.

Cons: There are only a few things I don't like about HS. The main thing is that it would be nice to make article formatting easier to use with out HTML. And, it would awesome if they implemented a live chat feature, so we didn't have to use Intercom in addition to HS.

Capterra loader

Keeps our customer support organized and on task

Jun 11, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money

Pros: A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours.

There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful).

Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool.

Cons: IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time.

Capterra loader

Help Scout - The solution we were looking for!

Dec 03, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Help Scout is so user friendly! In the past, we tried several ticketing systems but they didn't seem to fit in with our flow and organization. We heard about Help Scout, tried it, and simply fell in love! Help Scout is so easy to use and work together as a team.

Cons: The one thing I would really like to see in Help Scout is a Round Robin auto-assignment feature. You can do quite a bit with workflows but I wish there was a simple way to Round Robin auto-assign our incoming tickets.

Overall: Help Scout is easy to use, appealing, and very effective. There is always a feature to accommodate our needs.

Help Scout is fantastic

Feb 05, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Been using Help Scout for years. The main reason I went with them over others was the still small business feel you can give your customers even with dozens of employees being involved in customer interaction. The tickets are silent to the customer, unlike many other products which a customer is nothing more than a ticket.

Pros: - Easy interface - Lower learning curve - Continually improving - Good customer support - All cloud based

Cons: - Per-user costs can add up

Recommendations to other buyers: I recommend you try it, it's a great product.

Powerful and Easy to Use!

Oct 18, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
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Pros: Love seeing all message threads with the contact to the right when an email is open

Like being able to star certain boxes so they show up first

Love being able to have stored replies

Like being able to keep notes that you can see at a glance upon opening an email

Cons: Don't like that it sometimes takes a bit for the numbers to refresh in mailboxes, from time to time.

Don't like that you can't order or resize the starred mailboxes

Don't like that multiple addresses for the same person aren't flagged somehow

Overall: Ease of use, overview of mailboxes and emails, time-saving shortcuts

Makes life SO much easier

Sep 07, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: HelpScout has become an essential, can't-do-without part of my workday with how savvy and helpful it is in organizing contact with our customers and giving us a handy module for FAQs to boot.

Pros: - Keeping un-answered emails bolded even after you've read it once, - "Traffic Cop" for keeping egg off your face in case you send an email before reading a follow-up email from the customer - Intuitive inbox and Doc-editing interfaces - Ability to tag email addresses and assign conversations to a particular team member - "Show original" option to see the email in its original formatting, in case HelpScout's interface isn't able to accommodate - Quick customer service response times, to fix problems in a pinch - about 20 other things :-)

Cons: Pretty minor, really: - Sometimes the inbox counts don't always update automatically (between 30 seconds and a few mins, depending on the day) - I honestly can't think of any others (seriously, it's that good)

Help Scout is the best customer service management software out there.

Apr 10, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Help Scout allows my team to handle client requests collaboratively and efficiently. The UI makes it easy to view my pending cases, as well as my teammate's cases making it easy to take it over if someone is out of the office.

Cons: I have no cons for Help Scout. All the features and functionality was incredibly well thought out, and it is amazing how helpful it has been for my team.

Overall: Help Scout is the best way to manage client communications. It is efficient and intuitive, saving my team time and keep our communications organized.

Useful tool for managing customer communication

Sep 25, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I liked the ability to create complex rule sets that auto-filter certain types of conversations to appropriate mailboxes. Without this, there would be a lot of noise experienced by our various internal users

Cons: Not significant, but would be great if users were given a more expansive toolkit for editing copy (fonts, sizes, etc).

Help desk software works seamlessly with email for customer convenience

Apr 22, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: It's very easy to keep up with support and help co-workers with tickets. It's easy to update the status and make sure nothing is falling through the cracks. The integrated docs is great for looking up error codes or messages.

Cons: If customers respond to an email and reply with comments 'inline' with the original response, their comments get stripped out. And when customers paste images inline with their text it's hard to follow which attachments are associated with each comment.

Great way to organize customer interactions

Jun 11, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: This was the first customer service software we used as a team and it is really solid for being able to connect with customers through multiple points of contacts.

Cons: I really wish we could connect the entire customer journey within helpscout, it would allow our team to be more informed when dealing with customers.

Simple & cost effective for small team support

Aug 30, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: We were struggling to ensure all our customer support emails were replied to in a timely manner and often we were missing replies or getting confused when multiple employees needed to handle the support. I tried a few different systems and they were either bolted on to Gmail, which got confusing or overly complicated for a small team. Finding Helpscout was a breath of fresh air. The web app was simple to setup and immediately it made sense with features that gave us the power to ensure we were giving our customers the best service possible.

Pros: * Simple to use with powerful features available if you need them * Great documentation so little or no training needed for new staff * Customer service from helpscout is brilliant with quick and helpful responses * Two favourite features - 1) the ease with which you can move assign conversations back and forward between staff members 2) Save replies - saves so much time!

Cons: * A mobile app or mobile optimised web app is really needed

Capterra loader

It makes customer service that much easier

Aug 01, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ease of use, works on mobile, customer support. Overall it helps me stay on top of all our customer requests.

Cons: None! There is not a lot to say here. My only gripe was before there was no mobile app but now there is and its brilliant

Overall: ease of use, improved customer support, great feedback from cusomters

Help Scout has helped us feel like experts in customer service because we can offer help quickly.

Mar 07, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money

Pros: Implementation in our business was very easy because the compatibility testing is all done in the background. As a help desk software, Help Scout is at the top of the list when it comes to implemention & integration.

Cons: Sometimes it becomes evident the network struggles but rarely is it ever an issue. Additionally, many features feel pulled directly from other help desk softwares, but the features that set it apart are still present.

Easy to use

Jul 14, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Overall great. Would recommend to others.

Pros: Great reporting options Easy to use Awesome customer support team Great search options Easy to set up

Cons: Their help docs are often outdated. Also some of the features that stated were included ended up having a extra monthly charge.

Help Scout does one thing really really great

Oct 03, 2017
5/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It was incredibly easy to set up. We migrated out of Zendesk to use Help Scout, and my team's eyes lit up from how intuitive it is to use. I even had non-coders building workflows to make email management easier.

The best is when I asked their support about integrations and other fancy- and they told me that it's not in their vision. They want to build the best email support desk, period. And it's really really good!

Cons: There's a lot of integrations that aren't built in. Which, it's not a game breaker. Do you REALLY need your toaster talking to Help Scout?

Overall: Ease.

Help me Help Scout!

Feb 26, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: As a small startup I have been doing support from my email inbox for a long time. Help Scout has saved me from this! I can now search through support requests and understand the metrics/ trends behind them.

Cons: I would like to see more in terms of visualization. You can tag certain requests with things, but I wish this process was more automated.

Overall: All of them, to be quite honest!

Does everything we need regarding tracking of Customer Service communication

Dec 09, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: I am sure we use Help Scout in a different way than most. We are not a 'call center' or even 'customer service center' in the true sense. We are the Technical Support department of a Medical Device company and use Help Scout to track not only emails to/from our International Distributors service organizations, but also voice mails from our U.S. customers. As voice mails are left, no it is not acceptable but unfortunately necessary evil at times, an email is also generated and put into the specific mailbox.

Not only does this allow us maximum visibility, I can run reports monthly showing number of voice mails left and especially how soon they were answered. Metrics I use monthly and share with senior staff.

The only thing that would really be beneficial to me would be the ability to export reports into Excel, or even as CSV. The reports are already very easy to use and gives all the information required. It is just sometimes I would appreciate the ability to modify and drill down even further, even create a pivot table, using the data available.

Help Scout is always quick with a response and assistance. Any time we have had issues, or even questions or feature requests we receive the answer.

In conclusion, Help Scout has helped us help our customers in a better and more efficient way. That is all I can ask. Well, and the reports exported to Excel !! :)

Help Scout Helps

Jan 02, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: I like how it is like an email box that everyone in that department has access to.

Cons: At first it takes time to learn. I didn't like closing something out because I didn't want others to miss it. So I started leaving those pending.

Overall: Each of our departments have their own helpscout. This is where we can all work from, pull from, and even look back on past items just by searching for that home.

Everyday use for support of prospective users on an educational website.

Jan 11, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Its User Interface, it is extremely simple and friendly. It's also fun, the little messages whenever you have a clean folder is always a great pick me up throughout the day.

Cons: Its search engine, when trying to pinpoint specific tickets with certain filters, the filters sometimes do not work and fail to give a filtered search that's helpful towards finding context on a specific issue that's been handled before.

Overall: An easy, quick way to provide support for all prospective students who come to us wanting information on our product.

Help Scout saves time and money!

Feb 21, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Help Scout makes lost messages a thing of the past. We frequently forgot to mark messages unread when they were not dealt with and lost track of customer issues because of it. We love the assigned messages option and being able to maintain multiple users at one email address.

Cons: Would love to see a mobile app - I could definitely be much more productive if I didn't have to always have a computer to help customers or 'close' junk emails.

Recommendations to other buyers: Free trials exist for a reason. If you're not sure, try it! And try the others too! We tried a few other programs prior to Help Scout, both paid and free. One particular program had too many bells and whistles. It was a distracting layout and not user-friendly. Help Scout is the opposite of that. The plain layout helps to keep you focused on the task at hand, increasing productivity and leaving more time for additional tasks.

A Customer Service Team's Best Friend

Dec 18, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

Comments: PROS:

- Simple and effective customer service tool for multiple users managing one email address/inbox

- The "notes" system allows for team members to provide feedback and support to another team member responding to a client's needs without the client seeing this conversation.

- Great open integration with other project management tools and applications

- Simple, clean design. No distracting interface.

CONS:

- No real-time chat feature with other team members (notes works well but it would be great to chat with another team member, and capture this conversation without using a separate messaging client like SLACK).

- Not a CRM. You can connect to a CRM but the information that can be captured, shown, and note taking ability about each client is very, very limited.

- No dedicated mobile app support for smartphones or tablets.

Help Scout is a simple and effective tool for a team to manage one email address/inbox. With the ability to collaborate and have conversations with other team members about emails without the client knowing is it's best feature. Not to mention but their team and service is outstanding (as you would expect) and they are constantly looking for ways to improve. Whether you are a small organization or large business, if you providing customer service or assistance and have multiple team members, you should be using Help Scout.

Capterra loader

Simple and Easy To Use!

Apr 20, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I love the assign options and leaving notes to your teammate. It is pretty easy to use and this is our first helpdesk software on our team. Definitely not thinking of switching to others so far.

Cons: The merge option needs some update. It is quite confusing at some point especially when you are handling a lot of support emails.

Capterra loader

Effective basic help desk software

Jul 22, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We don't have a complicated support team/process, and Helpscout has done the job for us. I love the templates feature (though I'm sure that's standard amongst competitors).

I am not wow'd by it, but I appreciate software that does what it says it will do, and Helpscout does that. I would strongly recommend it to anyone with relatively basic support requirements, only because I haven't seen in action with teams of more than 3, or for teams that require deeper analytics.

Cons: They are working on a live chat feature, that will be nice when it launches. Using a separate tool for live chat is a little annoying, and I'd like to integrate it and track it alongside of email support.

Delivers

Nov 15, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: - Communication feels natural, with no need for "tickets"

- Very simple to use, regarding both Mailbox and Docs

Cons: - Embedded Docs is limited and does not support the same styling options as the microsite version

- Having to pay an extra for the new Beacon 2.0 when the former Beacon was included in the plan

Great For Keeping Track Of Emails!

Nov 28, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I love that multiple people have access to the same group and can work on the load of emails. It is a great way to team up and tackle those large inboxes.

Cons: At times, I have to refresh the site a couple times to clear out the inbox after I have closed all of the different emails.

Made it easy to manage email

Sep 22, 2017
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This improved communication with our group and made having two locations much easier. Documentation is also clear.

Cons: The phone application is probably the least favorite part of helpscout. I'm able to use the desktop most of the time so I don't use it all the time.

Overall: Better communication.

Smart and easy to use

Apr 18, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Help Scout makes it easier for me to do my job. It's simple, personal, and powerful. I really like the keyboard shortcuts, it's very convenient. The email client is very fast. I recommend Help Scout to everyone, it is easy to use and not expensive.

Cons: The Docs section is very limited on the free version. I also don't like that when logging in it automatically drops you into the edit view as opposed to the regular view.

Capterra loader

Great Help Tool

May 17, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I really like their user interface. Their customer support is awesome. Also, if you don't want to communicate with your user with a real-time chat app, this help tool will help you to have a selling point too.

Cons: It's a good product, I don't have any serious request. Just one, they can add a suggested part to manage knowledgebase articles in their admin panel. Now, we have to manage them programmatically.

Great Help Desk for Teams!

Feb 10, 2015
5/5
Overall

4.5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: There are so many great features within Help Scout that choosing only one reason why I like it is hard! The new reporting features have to be my favorite. I manage the conversations that come in through HelpScout for my company, and being able to view the different reports is invaluable. Especially with the new Happiness Reports, we are able to meet our clients needs in a non-intrusive way.

Cons: My company has been using HelpScout for the past year, and there have only been a couple times where we have run into issues. The biggest issue for me was not being able to change a customer for a particular conversation. We have employees that frequently email in requests from clients, so they would be stuck as the customer not our actual client. I reached out to support and they took note of my request, and later last year they fixed the issue!

Recommendations to other buyers: HelpScout is a great product that I highly suggest people check out for their teams. From the clean layout to the functionality, our team is able to work efficiently and effectively.

Great communication

Dec 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Assigning co-workers and keeping everyone in the know has never been easier. Everything you need to know is in one location. There is no more who sent what from where.

Cons: Would be great if you could link the search bar to your g-mail

Capterra loader

Great Customer Support Ticket System

Jan 16, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Help scout is easy to use. Tickets are easy to assign and manage. Setup is a breeze. And support is quick to reply. I also like all the integration options.

Overall: Helping customers with support tickets via email. And creating support ticket form and knowledge base pages.

Capterra loader

Help Scout

Sep 05, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: Ability to format the support page to our liking. They continue to work on missing features to improve user experience

Cons: The reporting part isn't great. I would have to say that they need to improve this part to provide better insights

Awesome Product

Dec 25, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: After taking over mid-stage with a company that just launched their paid service with ALL kinds of customer service & payment issues, Help Scout was a saving grace and helped get a handle on each issue.

Cons: I honestly cannot come up with a con maybe other than a better integration with Infusionsoft however that may not have anything to do with them it may be restrictions by Infusionsoft.