# Page 4 | Help Scout Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 4 - 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 4 - Reviews of Help Scout ## Showing most helpful reviews Showing 76-100 of 226 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Manager, Support Computer Software Used the software for: 1-2 years ### "Help Scout for Customer Support" April 15, 2019 4.0 Overall we have had a good experience but I do think we have outgrown Help Scout as our company grows and other departments need visibility into Support data. Pros Extremely intuitive and easy to use. Learning to use Help Scout takes very little time at all. I enjoy the overall UI and simplicity. Cons Reporting. As my company grows we have found that the reporting isn't as robust as we would like. It is pretty difficult to gain insight on particular customers who are reaching out and volume per account. Review Source VR Verified Reviewer Staff Accountant Outsourcing/Offshoring Used the software for: 6-12 months ### "Great for customer service and internal requests" October 24, 2019 5.0 It was a great experience, definitely worth the investment since it allowed us to measure and create KPIs for the satisfaction of our internal service. Pros This tool is very versatile and really snappy, I love how easy you can reply to incoming tickets and keep great analytics of it at the same time. We did the integration to Slack to keep it even easier and faster for our internal requests and products. Cons It can come pricey if you are really looking to have a low-cost alternative for your customer satisfaction portion but this should be no downer since when you pay for this platform you get a quick and efficient tool, just be mindful of the costs. Review Source JB Jeff B. Director of Support Computer Software Used the software for: 2+ years ### "Organization and focus on delivering excellent customer service" February 7, 2016 4.5 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. Review Source RS Ridge S. IT Help Desk Real Estate Used the software for: 2+ years ### "Thumbs Up" April 29, 2021 4.0 Pretty good, the price increase is unfortunate, but it is a solid system. Pros The software is pretty easy to get setup and using, even if you need to transfer info from another system. It is a very streamlined ticketing system. Cons It likes to stop functioning from time to time. You will go to reassign a ticket to someone and it'll take 10 minutes. It usually clears up after a bit, but for them to have just done a price increase for this product with no real enhancements (at least none I've noticed) its odd that this is happening so frequently now. They also made some changes to the reporting which at least made our lives a little more difficult for the type of reporting we were doing. Review Source Fabio M. Co-Founder Used the software for: 2+ years ### "It makes customer service that much easier" August 1, 2018 5.0 ease of use, improved customer support, great feedback from cusomters 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 Review Source VR Verified Reviewer National Account Manager Used the software for: 1-2 years ### "Help Scout has helped us feel like experts in customer service because we can offer help quickly. " March 8, 2018 5.0 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. Review Source SC Scott C. Rep Communications Manager Non-Profit Organization Management Used the software for: 6-12 months ### "Potentially good system for handling customer service" January 9, 2020 4.0 Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out. All in all a good product. Pros Help Scout allows customers to send requests to a centralized email address, rather than to an individual, helping ensure that someone on the customer service end will be able to reply promptly. On my team, I handle most customer service requests. However, if I happen to be out sick, on vacation, or in any way unavailable, I can rest assured that another qualified person on my team has access to--and is monitoring--Help Scout to ensure nothing slips through the cracks. Otherwise, a request might sit unanswered in my personal email inbox until I return. I also like that it's easy to store--and pull up-- information about the customer to see their history of past inquiries. Cons Automatic workflows are somewhat complicated to set up. I've found them unnecessary for the most part, but I'm sure they could be more useful for higher customer volumes. Review Source SE Stefanos E. Cloud consultant Computer Software Used the software for: I used a free trial ### "Help Scout review" December 21, 2020 5.0 Help Scout is a very user intuitive and helpful tool to keep all your customer support interactions gathered and managed in a single place. Very responsive and easy to use Web app console which I am making use of on a daily basis. Pros I was impressed by the overall features and functionality of this product. In the basic pricing plan it allows you to create up to three support mailboxes and thus supporting three organizations with a single account. Each mailbox can be configured with an associated beacon, i.e. chat and customer support monitoring with customizable behavior depending on what end user experience you wish to offer to your customer support. Last but not least Help Scout features documentation pages which act as a knowledge base for supporting your users and thus eliminating support calls. Cons I would like to see more granular configurations made available in the aesthetic side of a knowledge base. I would also like to see the basic plan to support up to three knowledge bases out of the box without an extra charge beyond the first one. Review Source VR Verified Reviewer Customer Success Hero Internet Used the software for: 6-12 months ### "Help Scout Is Awesome!!!!!" September 25, 2020 4.0 Help Scout has been a dream! I've always wanted to use it and now I'm at a job where they were already using it when I came on board. It was super easy to get set up and do my daily work! Pros Help Scout is incredibly easy to use. If it's ever confusing or difficult, their support team is amazing and gets back to you quickly with a complete answer. Cons It's sometimes slow to load. I think they have issues from time to time and the interface feels clunky but when it's running smooth it is super quick fast! Review Source CN Carl N. Internet Used the software for: 2+ years ### "Best Customer Support Software with the Best Customer Support" December 7, 2016 5.0 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. Review Source Mark S. Senior Engineer Computer Networking Used the software for: 2+ years ### "We Use Help Scout for managing our IT calls" February 25, 2019 5.0 Pros \-Ease of use. -It helps keep all of our service calls in one place Cons \-Since we are using it for service calls and not for help desk, it doesn't do all the things we would like it to do. It would be great if you could create forms that you could fill out. Review Source KW Katarzyna W. Technical Support Specialist Computer Software Used the software for: 6-12 months ### "Great tool for just emails!" May 24, 2022 4.0 Pros It's a great app for handling incoming emails - it gives you a lot of options on how to handle them, and it's easy to set up and to manage (even with a lot of mailboxes connected). Cons The chat is just not working that great, it was old-fashioned, hard to implement, and just overall not a great experience for both customer and the support agent. Also, the analytics UX/UI could be improved. Review Source MZ Moses Z. Associate Outsourcing/Offshoring Used the software for: 1-2 years ### "Best ticketing tool out there!" May 4, 2018 4.0 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. 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. Review Source Margaret S. Hobby Blogger/Vlogger Used the software for: 1-2 years ### "Simple and Easy To Use!" April 20, 2018 4.0 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. Review Source VR Verified Reviewer General Manager Computer Software Used the software for: 1-2 years ### "Delivers" November 15, 2018 4.0 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 Review Source Mark L. Marketing Strategist Used the software for: 1-2 years ### "Effective basic help desk software" July 23, 2018 4.0 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. Review Source VR Verified Reviewer Head of Customer Support Human Resources Used the software for: 6-12 months ### "Clean, beautiful platform." November 9, 2019 5.0 I have used other similar tools but Help Scout is hands down the best on the market. Their team is friendly and helpful as well. Pros Help Scout takes the stress out of managing emails by providing a clean platform with simple features. It's easy to use and get new employees trained on. Their workflows are an essential feature to help tag, add notes, and manage ticket. Cons The tags are helpful but they can't be exported which China makes it difficult to track or manage their use. Review Source VR Verified Reviewer Business Development Manager Internet Used the software for: 1-2 years ### "Great For Keeping Track Of Emails!" November 28, 2018 4.0 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. Review Source SA Sid A. Developer Health, Wellness and Fitness Used the software for: 2+ years ### "The best CRM I have ever seen" July 27, 2020 5.0 I've seen, used and implemented several CRM solutions in the past and helpscout just blew them all. I now use them with all my clients! Great security too and functional system. the BI features are well appreciated. Pros In my 20 years I've never come across such an elegant solution as Help Scout. Everything works good, looks good. Nice integration with E-commerce platform Woocommerce. Cons The messaging feature is over-priced. $50/month just for showing pop-up messages in your widget is a but too much! Review Source Volkan O. CEO and Founder Computer Software Used the software for: 6-12 months ### "Great Help Tool " May 17, 2018 5.0 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. Review Source FL Fernando L. Technical engineer Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "A reliable customer support solution" October 7, 2023 5.0 Pros For our team, this tool has been instrumental in improving our customer service operations. We like its user-friendly interface and intuitive ticketing system make it easy to manage customer queries and respond in a timely manner. Collaboration features, such as ticket assignment and internal sharing of customer notes, have streamlined our team's communication. Cons Some users may find the reporting and analysis functions basic compared to other helpdesk tools Review Source Jeff G. Web Developer Used the software for: 1-2 years ### "Great Customer Support Ticket System " January 17, 2018 4.0 Helping customers with support tickets via email. And creating support ticket form and knowledge base pages. 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. Review Source Amy S. Project Manager Outsourcing/Offshoring Used the software for: 1-2 years ### "Help Scout" September 6, 2018 4.0 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 Review Source Aimee M. Order Fulfillment Adminstator Retail Used the software for: 1-2 years ### "Help Scout" February 19, 2019 5.0 It has been such a breeze using help scout since I have been at my place of employment. Pros You can search for emails for key words. I also like the read receipts when someone reads the email. Cons I don't have anything i don't like about the software. Review Source LK Lucas K. Used the software for: 2+ years ### "Easy to use, flexible, and great support" February 1, 2017 5.0 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! Pros Easy to use. Cons No android app, but the web app is still quite functional on a small screen. 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.