# Page 2 | Help Scout Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Help Scout ## Showing most helpful reviews Showing 26-50 of 226 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 sG shauna G. packager Medical Devices Used the software for: Less than 6 months ### "user friendly" November 22, 2024 3.0 somewhat happy could use some more changes Pros I like that it helps me save time and convenient. Cons I have trouble when I try to use the mobile app. Review Source JB Jessica B. Digital Content Creator Broadcast Media Used the software for: 1-2 years ### "Help scout works so efficiently; the customer service is top notch." October 2, 2024 5.0 Help scout raises the bar in great customer service. Pros It increases efficiency in handling support through email. Cons My favourite part is the customer service. They handle technical issues in a superb manner. Review Source LW Laurène W. Head of Customer Success Computer Software Used the software for: 1-2 years ### "Help Scout is great for small teams looking for a simple and inexpensive shared inbox" September 5, 2022 4.0 Help Scout is a great option for small to medium teams who do not want and overly complicated and pricy Help Desk software. It lacks some nice-to-have features but it will still help you provide great customer service. Pros Help Scout is great for our 4-person Customer Success Team. We have been using it for over a year and it helps us provide high-quality customer support. It is easy to use, our customers like it because our emails look just like normal emails. Their support team is great, we always get quick and relevant answers. Cons I think the reporting feature could really be improved, and we would appreciate a few more features to improve the daily management of support tickets. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Help Scout Help Scout looks more like a regular inbox and not an overly automated ticketing system. It is very easy to setup and use. It is also cheaper. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) Gmail doesn't work well as a shared inbox. Review Source Abraham C. Social Media Manager & Administrative Support Mining & Metals Used the software for: 2+ years ### "Great for Basic Customer Support" October 31, 2021 5.0 I have nothing to say about Help Scout's services, it does an excellent job, hands down. Though it's lacking some features and the pricing is a little bit high based on what features they offer. If you want just a basic customer service software for handling emails then Help Scout is a good choice. Pros Help Scout does what it's supposed to do and it's very good at it. No doubt about that. It's the very main reason why many companies trust Help Scout for their customer support management. You can create automations, saved replies, a knowledgebase, and a chat widget (they call it Beacon). Everything works as it's supposed to and we never had any issues so far. It's really easy to set up automations and saved replies, no need to look into their help docs. You just need to use your common sense to navigate through the dashboard. I am using it daily for my client's e-commerce business for the past 6 years and I can say that it's a really solid product. I also like their mobile app because it works really well. This is very important so you can attend to your customers even when you're not at your desk. Most customers want very quick responses and so the mobile app will be very handy when you don't have access to a computer. There's no issue with deliverability as all our emails and replies went straight to customers' inboxes, which is very critical for this kind of app. Cons I found another software that has more features than this app and the pricing is also good. I wish Help Scout will have a feature where you can snooze or schedule an email or reply, and the ability to create embeddable forms. Also, I wish you can connect your social media accounts so you will be able to easily monitor your social media audiences when they message you or when they comment on your posts. These are available on the other software I found and it is a great alternative to this software. Review Source Aimee Rebekah S. Director Alternative Medicine Used the software for: 2+ years ### "Solid Platform, Intuitive User Experience, 'Clean' Look & Feel, and Easy to Perform Basic Functions" January 9, 2023 5.0 I have used Help Scout for over a decade now and I'm kind of loyal to it. I had multiple problems this year where I was almost going to stop using it but their customer service is so good and thorough in the way that they communicate that I decided to stay. Help Scout is really affordable and it's really simple and it does have limits but if you're just looking for a simple way to track your emails and to provide a chat option for your website and to create a knowledge base then it's a really great tool. Pros HelpScout is really simple to use & has a really clean interface and their customer service is A+++. I am someone who will stay with the company even if they don't have all the bells and whistles if they have excellent customer service, especially something like an email provider because it's hard to find really great customer service in email. I have been using it for over 10 years, & it also is like a database of all of my customer interactions. So I can type in the customers name at the top of the screen and it will pull up every email that they've ever sent in and every email that we've ever sent to them so it becomes this really powerful documentation tool. Cons It doesn't have a ticketing system. So it's not so it sometimes it can be easy to miss emails or to have customer service emails go unanswered if a lot of emails come in at once. And a ticketing system and a lot of other email platforms it will bump it up to the top for you if you haven't answered it in a set amount of days but help scout doesn't have a easy way to do that. Even though it does have a knowledge base it's just not as strong in terms of customer service portal as some of the other tools I've explored like fresh desk. Review Source Sam B. Partner Logistics and Supply Chain Used the software for: 2+ years ### "Expensive, but good. There are alternatives if you're willing to sacrifice plug and play. " May 5, 2022 5.0 The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way. You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout. Pros HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal. The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily. Cons Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the \[SENSITIVE CONTENT\], promising our rates would stay the same. Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared. Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag. Review Source DO Dwi O. Customer Success Manager Financial Services Used the software for: 2+ years ### "A great help desk platform " May 31, 2023 5.0 It's a great platform for small to medium scales businesses looking for a help desk platform. It has some key features which cover the majority of everyday needs with the added benefits of additional items which could be used as you expand. Pros Help Scout has been a great help desk platform for our business. Outside managing customer queries, we've utilized their workflow and saved reply features to semi-automate and fully automate several key areas. This has saved a lot of time and allowed us to focus on the customer. We've also been able to build our customer query management process around Help Scout and use this across multiple teams. It's a straightforward and easy-to-use platform that is intuitive in some aspects. Cons While their workflow functionality is good, some areas are missing that would benefit this function. It would also be great if Help Scout had an internal SLA feature which was broad enough to cover various SLA scenarios. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Help Scout It provided all the basic functionality we required when our team was smaller and also had features 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 VR Verified Reviewer Sales Design Used the software for: 2+ years ### "Easy to use and helpful features" October 14, 2021 5.0 Very helpful and friendly e-mail platform for customer service and customer service related analytics. Pros I like that it is very easy at the eye, we use it mainly for customer service and e-mail threads are really easy to catch up on even if conversations are several or long. Also Love the preset answers feature, very helpful for general questions. Cons The thing I like the least is that filters are not the friendliest sometimes besides the filter you need to look further yourself for specific info. Review Source VR Verified Reviewer Director of Customer Success Consumer Services Used the software for: 2+ years ### "Good for a temporary fix." December 9, 2021 3.0 It's a good basic system. If you are looking for a ticket system this is a great choice. Pros Ease of use Knowledgebase was easy to implement Ticket system works as it should Cons Our business needed customer management and HelpScout was not a good solution for that. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Help Scout Ease of use and set up. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Intercom is another ticket system that works well if that is what you need but we needed more in our CS system. Review Source Greg H. Veterinary Used the software for: 1-2 years ### "Completely changed our business - for the better" November 17, 2016 5.0 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 Review Source JS Jakub S. Customer Success Manager Computer Software Used the software for: 2+ years ### "One of the best products I've ever used" September 22, 2022 5.0 It was truly great: managing emails and knowledge base, getting reports, adding in-app tooltips - all of that worked flawlessly, and in rare occasions in which I had to contact their support, it was one of the best experiences as well. If I could choose the tool to handle customer support again, I would go for Help Scout - and I suggest you (aka the reader) to do just that! Pros It makes managing incoming cases feel good - I've tried and seen other tools used primarily for customer support, and none of them were comparable to Help Scout for me. In Help Scout the entire UI puts the focus on serving the customer right, being light on unnecessary noise. Might sound cheesy, but somehow lets you connect better with the person on the other side of the screen. Cons That I had to stop using it recently :( Other than that I didn't really find anything that I disliked there. Alternatives considered [Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Help Scout The entire experience was 10x better in Help Scout :) Review Source Erik W. Executive Director Non-Profit Organization Management Used the software for: 2+ years ### "Works well but lack of innovations caused us to move away" June 8, 2022 5.0 We used Helpscout to manage customer support. The system was competent but uninspiring. Rising expenses and other issues mentioned above caused us to break up with it. Pros Tracked tickets extremely well. Also the canned responses worked well. Cons The beacon on our website didn't work that well. There were often conflict issues so we just turned it off, which is a shame because it's a major feature we had relied on. After marketing en email as a spammer, we would continue to get emails in the future from that same email address. Review Source AH Alice H. Customer Education Managerin Computer Software Used the software for: 2+ years ### "Gute Helpdesk Software mit Automatisierungsmöglichkeiten" May 22, 2024 4.0 Pros Schneller und guter Überblick über Tickets, einfache Handhabung, gute Prozess/Automatisierungsmöglichkeiten, schneller Support Cons Ausbau der Möglichkeiten mancher Einstellungen in Zusammenhang mit der Webseitennutzung wäre schön Review Source VR Verified Reviewer Senior Project Manager Internet Used the software for: 2+ years ### "Very nice online customer support service" January 27, 2019 5.0 I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them. When I started to use help scout, I was quite impressed with it. It's very simple, yet it gives the support engineer all the things you need (add comments, canned replies, re-assigning, automatic actions, etc). Also it's very affordable and easy to start using. In fact, when one of my friends asked me for a simple support system, I did recommend him Help Scout. It definitely is better to pay them a small buck, rather than spending your time and effort on purchasing some big system, installing it on your own servers and customising it. There are some minor things that I'd be happy if help scout improve upon, but otherwise I'm very happy with them. Pros \* You can setup online ticket support system for your clients very easy and cheaply \* Your support engineers will have everything they need to support your clients effectively \* No bloated unnecessary features, only those that you need Cons \* Online mobile version leaves much to be desired \* No way to merge several tickets at once \* You can't make a note/reply and keep the ticket open, you have to re-open it. Review Source AV Amanda V. Developer Administrative Assistant and more Health, Wellness and Fitness Used the software for: 2+ years ### "Very Solid Ticketing System" October 28, 2023 5.0 Overall, we absolutely love the app. It has suited our needs perfectly. Pros Love that you can set up multiple mailboxes and have multiple emails routing in to one space. The ability to see when a customer has viewed an email is also particularly useful and the search option is perfect. Cons Keeps disconnecting from apps and support couldn't fix it. No desktop notifications which would be immensely helpful. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk was too expensive and didn't have all of the features we wanted without paying a lot. Review Source VR Verified Reviewer Founder Used the software for: 2+ years ### "We use Help Scout to stay on top of our customer support" May 1, 2018 5.0 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. 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. Review Source VR Verified Reviewer CEO Internet Used the software for: 1-2 years ### "Great for starting with customer support" June 24, 2021 4.0 It was good, although we decided pretty quickly to move to Intercom. Pros It was easy to get going and was the first app we used for customer service. It had integration with multiple other apps such as Mailchimp. Supports multiple users. Cons It was ticket-oriented, got us into working more with tickets than customers pretty quickly, not because HelpScout but because using tickets and emails for support. There was no integration with our website, so this was a bummer. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Interactive, customer-oriented with direct integration to our website. Review Source SS Sam S. UX Designer Telecommunications Used the software for: 2+ years ### "Excellent Service" December 29, 2023 5.0 Overall I really like the service and team I interact with. I have good feelings about HelpScout and like that they feel like a smaller more personal service for our size company. Pros They are just committed to being really great at what they are. I appreciate the tools and new features they add and they seem to have a great design team. Cons I’d like more messaging features like ability to target specific users and more granular control on in app messages. Would love ability to run surveys and get feedback in app but also in knowledge base articles. 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 CO Celeste O. Customer Support Lead Printing Used the software for: 2+ years ### "Great customer focused company to work with! " August 12, 2019 5.0 Excellent. While there is some admittedly cool functionality that other CRMs offer at higher prices, they don't make sense for our current business needs and you really can't beat Helpscout when it comes to their customer service and help resources. It's excellent working with a team who really care what their customers and their customers' customers think. Pros Their entire philosophy is centered around customer satisfaction and success. This mirrors our own approach and it's great seeing that in action. They are also great at handling questions and service requests, and I love all the support and information resources they offer. Cons I wish the reporting functions were better and more detailed. Sometimes when something wasn't functioning in a way that worked for it, their response was suggesting a work around that would require a service plan upgrade when I figured out a work around that could work at our current level, but that is a very minor gripe. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Help Scout At one point we considered switching to Zendesk, but at our current business size and needs, Helpdesk was clearly a better fit for our team. Review Source OJ Oparanya J. Finance Manager Construction Used the software for: 1-2 years ### "Help Scout: A Comprehensive and Reliable Customer Service Solution" April 30, 2024 5.0 Pros Help Scout has been a reliable and accurate help-desk and customer service solution. The features of Help Scout are superb. Cons I like the efficiency of Help Scout's features. No complains at all. 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 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/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.