# Page 2 | Help Scout Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Help Scout the right Customer Service solution for you? Explore 225 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 (225) [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 225 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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 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 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 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 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 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 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 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 VR Verified Reviewer Information Technology Analyst Printing Used the software for: 1-2 years ### "Help Scout for Business" December 16, 2021 5.0 Help Scout has treated our company great. It has given us room to grow while helping us manage technology needs along the way. Pros This software allows extremely easy and efficient collaboration between administrators. The ticketing and email system can be configured many different ways and you can even integrate single sign-on. Cons There weren't too many things I don't like about this software. The only issue I have is that its report generator does not allow you to create reports for tickets cleared for each individual admin during a time period. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Help Scout Help Scout was much cheaper and more closely aligned with our needs as a company. 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 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 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 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 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 JD John D. Software Developer Research Used the software for: 1-2 years ### "Help Scout: This is an Easy to Implement and Reliable Solution" April 8, 2024 5.0 Pros The capabilities of Help Scout have been so excellent. Help Scout is easy to use and reliable help desk solution. Cons Help Scout is so effective. No dislikes for Help Scout. 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 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 VR Verified Reviewer computer engineer Computer Networking Used the software for: 1-2 years ### "helps businesses streamline their procurement processes" April 23, 2023 4.0 Pros Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities. Cons Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems 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 Similar Products Featured