# Page 3 | Help Scout Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Help Scout ## Showing most helpful reviews Showing 51-75 of 226 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Andrea N. Founder and CEO at PhraseExpander Information Technology and Services Used the software for: 2+ years ### "Simply the best customer support system" April 12, 2020 5.0 The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly. Pros I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article. Cons Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that. Maybe I'd love a more advanced system to manage the custom replies. I'd appreciate if there's a better way to manage formatting inside the editor for the KB. Review Source AR Anthony R. Web Designer Design Used the software for: Less than 6 months ### "Live Chat + KB --- Count Me In!" September 2, 2020 5.0 Whether it's pre-sales questions or general customer service, Help Scout was there from day 1. I was able to have them answer all of my pre-sales questions within a day or two, it mainly took so long because I wasn't sure of what all I needed but they kept responding question after question. Even after the fact when I signed up for their trial they started sending me helpful auto generated emails for tips and tricks on how to use their platform. Since it was a new platform of course I was bound to get stuck at times, but I was able to reach out at all times and get a reply back promptly. They were even nice enough to extend my trial because I hadn't gone through all of the features in depth yet. Pros They refer to support tickets as conversations, which might not seem like much at first but if you really think about how much you value your customers you will appreciate this verbiage. They have offline/live chat support pop ups that they call "beacons" and you can have different ones depending on where a customer is at on the page. This was extremely helpful for me as I am selling software so having a beacon on the general website for pre-sales was a must but I also wanted a secondary beacon behind a paywall for premium support and their platform allows for this type of setup. Lastly, most live chat companies only cater towards just that --- live chat. However, I wanted an all in one solution of live chat + a knowledge base. Help Scout has both available within their platform and it's super simple to setup. Cons The only thing I feel they could improve on is more features as far as layout and styling for the knowledge base. It was lacking in that sense but other than that I didn't see anything that I personally needed to be different. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Crisp](https://www.capterra.com/p/151292/Crisp/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Maurice A M. Operations Director Outsourcing/Offshoring Used the software for: Less than 6 months ### "Dead Simple to use Help Desk" January 11, 2019 4.0 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. 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! Review Source KF Kenneth F. Accounting Import and Export Used the software for: 1-2 years ### "My personal view of Help Scout" March 2, 2023 5.0 Pros I liked how simple it was to use Help Scout. It had a simple, clean design that was easy to navigate, and the customer service representatives were extremely helpful and knowledgeable. It was also convenient that the help desk was open 24 hours a day, 7 days a week, so I could get assistance whenever I needed it. Cons The lack of customization options was the least appealing aspect of Help Scout to me. The platform is quite limited in terms of customizing the look and feel of the customer service experience. Furthermore, the customer service representatives appeared to be unfamiliar with product and its features. Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: 6-12 months ### "One of the best easy to setup customer support service " December 18, 2022 4.0 The overall experience was excellent, would definitely recommend their software as it does not require much support during initial installation. Moreover, their features like email delivery, self-service, and live chat support have made my life easier. Pros I like the best that their initial installation requires little to no help. I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set up and require a lot of permissions and time. They have managed to solve a problem with attention to detail and made their UI very intuitive in that respect. Their performance and response time for most of the tasks is excellent. It made my life easier, and I was able to track, organize and categorize all customer issues very easily. Moreover, the learning curve was very low for a CRM, and I was able to pick up most of their features within days, instead of weeks as compared to other market platforms. Cons 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. They do generate reports, but those have not been so effective for me. Review Source SV Shaun V. Senior Manager, Success Engineer Computer Software Used the software for: 6-12 months ### "Stellar Support Tool for SaaS companies" July 13, 2019 5.0 We support a B2B SaaS platform in the Marketing Automation space and provide email support. Help Scout executes very well against the challenges that we have. Pros Help Scout is purpose-built for Support teams which is fantastic. The features, UI, and reporting align closely with how we run our support team which makes things a lot easier. We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible. The team behind Help Scout does a terrific job of supporting us, they have been extremely responsive, down to earth, and accurate in their replies. Cons To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from). While a short-term pain for us, I think delivering better in each of the channels ultimately made us a more mature team in the end. Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) At the time, Intercom didn't have any concept of folders or prioritization and we grew to a point where we needed it badly. Review Source VR Verified Reviewer Computer Engineer Computer Software Used the software for: 1-2 years ### "Email-Centric Ticket Management" June 9, 2023 3.0 Pros HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software. Cons HelpScout primarily focuses on email-based support, which may not meet the needs of organizations that require support across multiple channels like live chat, phone, or social media. Review Source VR Verified Reviewer Course Building Technologist and Business Coach on the Education Team Used the software for: 1-2 years ### "Like all the other Help Desks, but faster, more focused, and cleaner" April 26, 2018 5.0 Easy Help Desk software, fully functional with even more bells and whistles, amazing design, and affordable to boot! 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. Review Source LG Laura G. Director of Digital Marketing Marketing and Advertising Used the software for: 2+ years ### "Great Central Inbox For An Agency " May 31, 2022 5.0 Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile app, and is very user-friendly. Overall, I would definitely recommend this simple yet capable platform to anyone looking for the functions that it offers. Pros This software is very easy to use and houses all customer emails for our agency. It's organized, has solid workflows, and is a great tool to keep all of our customer information in one centralized location. The integration we have set up with Slack is perfect! Cons There are quite a few features with Help Scout that we have not yet explored, so there are not many dislikes about this software with the email management portion that we do use. It's a great inexpensive product that will be great for scalability as our agency continues to grow with number of clients and users responsible for handling chat functionality and email responses. Review Source VR Verified Reviewer R&D Specialist Mining & Metals Used the software for: 6-12 months ### "Best Customer Support Tool" December 23, 2021 5.0 I needed a customer service software that I could use with my team. I also had to be able to integrate my other applications like MailChimp and Slack. I was looking for a software that was simple to use, but powerful at scale. After a lot of research, I chose Help Scout. It was easy to use, simple to deploy and integrate with other things that I needed. Pros This product is great for a small business or startup who needs to set up a knowledge base. It is simple to deploy, and there is a free plan. The biggest advantage is that it is easy to use and low cost. Plus, they are very Startup friendly company. Cons There is no chat feature in mobile app so you can't send and receive real-time messages when you are on phone. Review Source Johann K. Customer Support Specialist Information Technology and Services Used the software for: 6-12 months ### "The review" August 22, 2019 4.0 Really nice product for email support teams, but it doesn't do the work for others. I like the goal Help Scout has, but they need to fit to the market before they are dropping out. Pros It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too. Cons It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk was awful for email conversations 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 VR Verified Reviewer CEO Computer Software Used the software for: 2+ years ### "Easy to use, great support" April 15, 2020 4.0 We've used a number of ticket systems and found Helpscout best meets our needs. The integration options are easy to set up and increases the value we get from the software. The support is quick and always helpful. Pros Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams. The reporting is also useful for creating guides based on real search terms. Cons A recycle bin for deleted guides would be useful and more control over the look and feel or the canned replies. 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 JB Jeff B. Director of Support Computer Software Used the software for: 2+ years ### "Terrific product. Great UI. Does lack on the integrations" February 5, 2017 4.0 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. 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. Review Source DM David M. Director Information Technology and Services Used the software for: 2+ years ### "Ticketing system feels abandoned" February 7, 2022 3.0 Day to day it works, but I think better products now exist. Pros It's reliable, and has most of the functions we need. Cons It feels like the ticketing system has now been abandoned as far as new development is concerned. There have been some minor improvements listed for their beacon /messaging widget but little of consequence. As far as I can only the email address passed to their widget is hashed, custom variables are not so bad actors can pass fake or malicious data to support agents. No UK or EU servers. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Too many bugs at the time Review Source DW Dean W. Senior System Admin Information Technology and Services Used the software for: 2+ years ### "Pretty convenient and easy to use, but lacking in features…" February 2, 2023 3.0 It was ok day to day, but we had to rely on other tools too often to get the job done. Pros Super easy to pick up and use and their support was great. They always responded promptly and did their best. Cons Compared to other products, it lacks a lot of features and some of what it does have is too simplified. Switched from [Claris FileMaker](https://www.capterra.com/p/162784/FileMaker/) While a custom database is great, it's too slow and was problematic when accessing from outside regularly. Review Source PL Perez L. Sales Manager Automotive Used the software for: 1-2 years ### "Help Scout Helps Us Communicate with Our Customers Smoothly" May 9, 2024 5.0 Pros I really enjoy the ease of customization of Help Scout. Help Scout has been a great helpdesk solution. Cons No dislikes about Help Scout. Help Scout is phenomenal. Review Source Dave Z. Principal/Owner Used the software for: 6-12 months ### "Keeps our customer support organized and on task " June 11, 2018 5.0 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. 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 IS Ian S. Computer Software Used the software for: ### "An excellent, lightweight, streamlined, modern helpdesk solution" February 4, 2015 5.0 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. 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 VR Verified Reviewer CEO E-Learning Used the software for: 2+ years ### "Simple But Effective Ticketing" June 27, 2022 5.0 Pros I like the fact that this software integrates with my CRM so I can see all support contacts in the contact record. Cons The solution is robust but the thing I like least about the software is the pricing. It's a tad steep. 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 VR Verified Reviewer CEO Apparel & Fashion Used the software for: 2+ years ### "Great way to organize customer interactions" June 11, 2018 5.0 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. 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.