# Help Scout Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Help Scout the right Customer Service solution for you? Explore 226 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/136909/Help-Scout/reviews --- Help Scout 4.6 (226) [View alternatives](https://www.capterra.com/p/136909/Help-Scout/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Help Scout Ease of use 4.7 Customer Service 4.6 ## Pros and Cons in Reviews AB Angelica B University InternPharmaceuticals, 501 - 1,000 employeesUsed the software for: I used a free trial. “Teams can work together on client queries using the software's collaborative inbox, which leads to quicker responses and more customer satisfaction.“ June 6, 2023 MO Meghann O Customer Success ManagerComputer Software, 51 - 200 employeesUsed the software for: More than 2 years. “I don't love the recent updates and we often had technical issues of our webhook disabling.“ December 4, 2024 Emma B Senior Director Product MarketingHospital & Health Care, 10,001+ employeesUsed the software for: 1-2 years. “The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about which sections of our help libraries are most popular.“ August 21, 2023 TP Thomas P Head of Customer SuccessInformation Technology and Services, 11 - 50 employeesUsed the software for: 1-2 years. “They are constantly making poor decisions when designing updates.“ October 1, 2024 FL Fernando L Technical engineerElectrical/Electronic Manufacturing, 2 - 10 employeesUsed the software for: 6-12 months. “Collaboration features, such as ticket assignment and internal sharing of customer notes, have streamlined our team's communication.“ October 7, 2023 sg shauna g packagerMedical Devices, 10,001+ employeesUsed the software for: Less than 6 months. “I have trouble when I try to use the mobile app.“ November 22, 2024 Josef S Technical Support SpecialistComputer Software, 11 - 50 employeesUsed the software for: More than 2 years. “It's a no frills help desk tool that gets out of your way and just lets you help your customers“ March 25, 2025 Mansi M Software EngineerComputer Software, 10,001+ employeesUsed the software for: 6-12 months. “There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3 months or providing a birds-eye view like reports, and dashboards.“ December 18, 2022 ## Showing most helpful reviews Showing 1-25 of 226 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Lillian G. Human Resources Generalist Hospital & Health Care Used the software for: 1-2 years ### "Help Scout is the most effective method of providing assistance" August 28, 2023 4.0 Our clients' enterprises have knowledge bases, live chat, and self-service support widgets from Helpscout. However, since only one KB may be created per subscription, the Helpscout team may look into allowing numerous KBs per workspace. Pros Helpscout is our principal platform, as the vast majority of our customers require either a knowledge base or live chat help for their enterprises. Therefore, we provided them with a Helpscout-based knowledge library and made live chat available to them. Cons The platform's interface, especially the inbox UI, has a lot of room for improvement, and there is now just one knowledgebase template/design available, which is disappointing. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Front](https://www.capterra.com/p/132901/Front/) The primary use case is allowing consumers to solve their own problems without having to contact a support person, and it's been very successful in that regard. I appreciate how simple it is to coordinate with other sections. No one loses track of the ticket when it is passed from the support team to the IT team and then to the account management. Review Source VR Verified Reviewer Technical Support Specialist Computer Software Used the software for: 2+ years ### "A minimal yet powerful tool for customer support by a support centric team" March 25, 2025 5.0 Help Scout is a great tool made for customer support by customer support. They build great features that directly benefit our support team, and when any issues arise they are responsive and open to changes to help improve the experience for everyone. Pros It's a no frills help desk tool that gets out of your way and just lets you help your customers Cons The reporting isn't as advanced as some tools out there. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Help Scout Ultimately it was too much for what we needed. Apart from the price point being too high, it was also getting really complicated. More geared towards enterprise customers. Switched from [Salesforce Platform](https://www.capterra.com/p/268338/App-Cloud/) Desk got acquired and we didn't like where their features were going. We wanted to support a company with values that aligned better with ours. Review Source TP Thomas P. Head of Customer Success Information Technology and Services Used the software for: 1-2 years ### "Help Scout - We're always getting worse" October 1, 2024 1.0 Overall, I regret purchasing Help Scout and plan on switching back to Zendesk. Pros The price was good, but now I see why they charge so little. Cons They are constantly making poor decisions when designing updates. The last six months have been update after update that has made the platform harder to use for my agents. Applying Custom Fields, an action that previously took 1 click is now hidden behind a collapsed panels. Adding links is no longer a simple cmd+K macro. They replaced this standard keyboard command with their own internal "Command Pallet," which serves no use to our team. They still don't have SLA support. Review Source CB CJ B. Director of Customer Advocacy Health, Wellness and Fitness Used the software for: 2+ years ### "Let Help Scout Help You!" April 8, 2025 5.0 Couldn't imagine my job without it. Makes customer service so much easier! Pros Saved replies are a giant help! Reports help keep tabs on productivity and quality assurance. The new AI features takes a lot of the anxiety out of how to respond in a respectful and professional manner. Cons I would love to see a possible integration with MindBody software. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Help Scout It's been so long, I honestly can't remember. Review Source Emma B. Senior Director Product Marketing Hospital & Health Care Used the software for: 1-2 years ### "It couldn't be simpler to use; I adore it!" August 21, 2023 4.0 Help Using Scout, you can easily categorize your support requests and generate customized reports for each inbox. We can track the growth of our user base, learn about the challenges our clients have, and observe how our support practices evolve thanks to the reporting tools. It also facilitates reporting on key performance indicators for our business, such as average response and resolution times. Pros I really like how Help Scout simplifies the process of reporting, sorting, and monitoring issues for our staff. All of our staff members are comfortable with Help Scout, which is why we've adopted it for internal and external help. The integrated nature of the Docs sites is another perk; I appreciate being able to rapidly link articles and check statistics about which sections of our help libraries are most popular. Cons For our rather modestly sized support staff, I can think of no significant drawbacks to using Help Scout. I'd like to see a couple additional features in Help Scout, but for our current level of assistance, it's perfect. Switched from [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[Front](https://www.capterra.com/p/132901/Front/) My favorite feature of HelpScout is how simple it is to set up individual inboxes and folders for each team while still being able to easily share files and post comments for one another. Review Source JS Josh S. IT Coordinator Legal Services Used the software for: 1-2 years ### "A great, cost effective help desk tool" May 22, 2025 4.0 Pros Lightweight help desk portal for our team to collaborate on tickets and create articles for future reference Cons No easy option for dark mode theme; HTML on the portal breaks some signatures; have to refresh the page often for notification badges to display properly. Switched from [DoneDone](https://www.capterra.com/p/130775/DoneDone/) They did not have what we were looking for. Review Source ZM Zofia M. Customer Success Lead Information Technology and Services Used the software for: 2+ years ### "Easy and effective client communication " March 24, 2025 5.0 I use it for my everyday work in customer service, and I love it. There are no unnecessary distractions, and the navigation is easy. Collaborating with other team members using this tool is convenient. Pros Clear and intuitive design is what i like most. While beginners don’t need instructions to get started, they are readily available and easy to access. Cons When the internet connection is intermittent or weak, I find it difficult to use the system effectively, and I sometimes lose email drafts as well. Review Source MO Meghann O. Customer Success Manager Computer Software Used the software for: 2+ years ### "It was ok for a while but seems to have gotten worse over time" December 4, 2024 3.0 Pros It's easy to search, tag people/teams, and assign tickets. It also integrates well with our CRM. Cons It's often hard to follow threads and be able to see the initial conversation. I don't love the recent updates and we often had technical issues of our webhook disabling. Review Source SB Stephen B. CEO Capital Markets Used the software for: Less than 6 months ### "Sold tool to respond to customers" November 23, 2024 4.0 We have that standard veriosn which is for 100 contracts a month. So far so good. Its been two months and we will be moving to the plus version Pros Keeps all customer communications in one place - allow us to respond to customers in almost real time Cons You have to pay more for intergrations into a crm Review Source TK Taylor K. Engineer Hospitality Used the software for: I used a free trial ### "Help Scount - helping you" February 22, 2025 3.0 Overall, I haven't had the greatest luck while navigating through Help Scout, it needs some work to be a stronger platform. Pros The automated reply's are typically useful and lead to a good start when live chatting. Cons Help Scout needs some improvements before being a productive platform. It is not yet very integrated. Review Source KB Kitti B. Head of Customer Success E-Learning Used the software for: 2+ years ### "Simple with some great recent improvements" October 1, 2024 4.0 Pros Easy to manage inboxes, AI features and managing guides Cons Communication history gets lost sometimes and customer replies don't appear Review Source JF John F. That Guy Entertainment Used the software for: 1-2 years ### "Help Scout transformed our intra-office communication moments from chaos in motion to ballet." September 10, 2017 5.0 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 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 Review Source AF Ali F. NOC Manager Telecommunications Used the software for: 2+ years ### "Helpscout Review" July 9, 2023 5.0 The overall experience is great, my team has always favored help scout above all ticketing systems. Pros The most important feature about helpscout is the tags feature which allow you track tickets better. As well as saved replies and the super friendly user interface Cons Helpscout does know allow to add multiple email signatures within the same user and it forces the addition of multiple users. Reason for choosing Help Scout For the ability of tracking tickets and linking tickets between each other without much mess. Review Source AS Abhilash S. Accountant Textiles Used the software for: 1-2 years ### "Help Scout Makes Communication with Customers Easier" April 29, 2024 5.0 Pros Help Scout is a great tool for customer communications. I like the efficient features of Help Scout. Help Scout is so impressive. Cons No dislikes about Help Scout. Help Scout has been so amazing. Review Source CM Chrisarn M. Marketing Officer Marketing and Advertising Used the software for: 1-2 years ### "Help Scout: A Super Remarketing System for Customer Services and Helpdesk" April 30, 2024 5.0 Pros Help Scout is an effective customer support tool that has quality features. It is simple to handle customer ticketing and help desk services using Help Scout. Cons To date, there is nothing irritating I have found about Help Scout. Help Scout is incredible. Review Source VR Verified Reviewer CEO & co-founder Internet Used the software for: 2+ years ### "Couldn't run my business without it" December 11, 2018 5.0 For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy. 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. Review Source MRM Mizanur Rahman M. CEO Marketing and Advertising Used the software for: 1-2 years ### "Simple and easy to use functionality" March 4, 2023 5.0 Help Scout is a powerful customer service software that offers a range of valuable features to businesses of all sizes. While there are some potential downsides, the strengths of the software are significant and can help businesses provide top-notch support to their customers. Pros It has beautiful and easy-to-use UI and UX. It has been made by amazing professionals already in the customer care space. Help Scout can be brought on to any company scale and proves itself with metric improvements rapidly. Cons Help Scout's pricing plans are a little expensive, especially for small businesses or startups. Switched from [TeamSupport](https://www.capterra.com/p/87908/TeamSupport/)[Intercom](https://www.capterra.com/p/134347/Intercom/) They were a little expensive. Review Source MC Marco C. IT Expert Consumer Services Used the software for: 1-2 years ### "Help Scout: A Great and Friendly Helpdesk Solution" April 9, 2024 5.0 Pros This helpdesk solution is amazing because it has been meeting our expectations. I am impressed by the reliability of Help Scout. Cons Help Scout is easy to use. No cons related with Help Scout. Review Source CW Carsten W. CEO Accounting Used the software for: I used a free trial ### "Pricey but worth every dollar." December 14, 2022 5.0 Easy to setup, easy to maintain and it is also super easy to onboard new support colleagues because everybody knows how to handle a regular mailprogram. Support from Helpscout is also superb, when you demo it you´ll get an personal mail from the sales/support stuff form Helpscout, there are helping you. Pros It is a very intuitive helpdesk solution, it almost work like a "normal" email inbox. Each mail is called "conversation" and can assign to a user. In each conversation user can make internal notes and tag other colleagues. HelpScout is also able to handle Chat and Voicememos out of the box. Additional addons are also available, you can even write your own addon. Cons You have to grasp the there are no ticket numbers. I also missing phone support, for instance VOIP integration. Prices are also quite high but the software is worth it. Reason for choosing Help Scout Better UI, easy Setup, streamlined product with not to much features. It does what it should do, solid core. Review Source April G. Operations Manager Professional Training & Coaching Used the software for: 2+ years ### "Excellent customer service software" April 14, 2019 5.0 I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases! Highly recommended. Pros Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already. Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not. Automated workflows based on custom parameters are incredibly useful, too! Cons Could have a more robust Zapier integration. Review Source Ashlee B. Special Project Coordinator Used the software for: 2+ years ### "The best help desk experience I've ever had" January 28, 2018 5.0 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. Review Source Robert K. Director Computer Software Used the software for: 2+ years ### "IntegrationKings review of HelpScout" April 3, 2021 5.0 Pros We love that it brings all the communication into one central place to help answer clients back. Cons We do not like how forwarding of emails work and they always drop the attachments. Review Source Carine Sylvie T. Remote administrative assistant Consumer Services Used the software for: Less than 6 months ### "Customer relationship management platform" November 14, 2023 5.0 Pros It automates the entire customer relations process. A customer relationship management platform, livechat, customer support tickets... Cons Too many functions can make it a little difficult for beginners to get to grips with the interface Review Source VR Verified Reviewer Content Specialist Financial Services Used the software for: 1-2 years ### "Help Scout is the best customer service management software out there. " April 10, 2018 5.0 Help Scout is the best way to manage client communications. It is efficient and intuitive, saving my team time and keep our communications organized. 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. Review Source Rob C. Ambassador & Founder Media Production Used the software for: 1-2 years ### "Simple & cost effective for small team support" August 31, 2015 5.0 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 Review Source Similar Products Featured ## Related categories [Knowledge Management](https://www.capterra.com/knowledge-management-software/)[Email Management](https://www.capterra.com/email-management-software/)[Help Desk](https://www.capterra.com/help-desk-software/)