# Page 7 | Help Scout Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 7 - 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 7 - Reviews of Help Scout ## Showing most helpful reviews Showing 151-175 of 225 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CV Courtney V. Manager Leisure, Travel & Tourism Used the software for: 1-2 years ### "Made it easy to manage email" September 22, 2017 4.0 Better communication. Pros This improved communication with our group and made having two locations much easier. Documentation is also clear. Cons The phone application is probably the least favorite part of helpscout. I'm able to use the desktop most of the time so I don't use it all the time. Review Source VR Verified Reviewer Project Coordinator Market Research Used the software for: 6-12 months ### "I preferred Dropbox" September 25, 2018 3.0 Pros I thought the website design was clean and attractive. Cons I only used it in training, but I didn't like the way the knowledge base was. I thought it was a much easier experience searching for my training materials in Dropbox. Review Source VR Verified Reviewer CEO Used the software for: 1-2 years ### "Rules are simple to implement, tickets are extremely well designed compared to competition" June 30, 2018 5.0 Pros Application design is dead simple and great. Everything is easy to use, clean, you really need it if you're providing support. Cons This system is for managing tickets and supports, but since we had no tickets, our usage was not so frequent and were invited on a regular base to connect elsewhat we are going to be ousted from the free plan, so we decided to move to freshdesk. Review Source KK Karel K. Helpdesk Retail Used the software for: 6-12 months ### "Help Scout" June 13, 2018 3.0 Pros Pretty clever program, could be used very efficiently, and offers very useful functionality for the money Cons There is not a lot you can do with this software, it's kind of limited, even though it does it's job very well Review Source Cathy P. Consultant Marketing and Advertising Used the software for: Less than 6 months ### "Using Helpscout to send emails to our software potential long-term users" January 10, 2019 4.0 I'm still in the learning curve stage Pros I find it makes it easy to email about issues with their account or using the software. Cons The dashboard isn't clear at all. I don't like it. Review Source FJ Frieda J. Home Services Admin Real Estate Used the software for: 1-2 years ### "Great communication" December 22, 2018 5.0 Pros Assigning co-workers and keeping everyone in the know has never been easier. Everything you need to know is in one location. There is no more who sent what from where. Cons Would be great if you could link the search bar to your g-mail Review Source AD Adam D. Support Team Computer Software Used the software for: 1-2 years ### "Best Ticket Manager I have Ever Used" April 13, 2016 5.0 Pros Help Scout is fast and efficient. Everything works smoothly 95% of the time, and for the other 5% their support team is on it, making you aware of slow down + new features. I could not imagine running a support team of any type without Help Scout. Cons I have to stretch to think of a negative, but I have wished that we could get reports on the click-through rates for emails. Some mass email features would be nice as well. Review Source VR Verified Reviewer Manager Transportation/Trucking/Railroad Used the software for: I used a free trial ### "Scout your emails" December 20, 2018 5.0 Pros Great for email management when using a shared email. Easy to use Great for small business Cons BCC limit of 50 Review Source SF Seth F. Customer Support Financial Services Used the software for: 6-12 months ### "Very positive. Much better than my experience with email support through CRM." February 2, 2018 5.0 Help Scout provides an intuitive interface for interacting with customers. Pros It's a simple, slick layout without a lot of bloat. I've used Help Scout primarily for email support, but they also support public facing and private document databases. Cons It has a couple of oddities in hotkeys and text editor blips, but they're negligible. I've yet to run into anything that's a real headache. Review Source VR Verified Reviewer Dog Trainer Consumer Services Used the software for: 6-12 months ### "Great For Workflow " April 1, 2019 5.0 Pros Cute prompts for cycling through work flow- nice feel and intuitive. Great overall ease of use and design! Cons My employer switched due to pricing but no issues otherwise. Review Source JF Jake F. CMO Food & Beverages Used the software for: 6-12 months ### "Easy customer support mailbox management" December 12, 2017 4.0 Pros Very easy for a team of 3-4 to manage incoming support tickets. Reporting is equally easy and makes it manageable to track progress over time. Cons The "knowledgebase" sites you can build with Help Scout simply aren't up to par with competitors. If you care more about your knowledgebase articles than your support inbox, I'd go with a different solution. Review Source MY Marco Y. Consultant Marketing and Advertising Used the software for: I used a free trial ### "Great help desk for customer support" April 3, 2023 5.0 Pros Client of mine enjoing the one helo desk solution. Where he can solve all support task. Cons I haven't figured out any limitations yet. Nothing we're missing. Review Source David G. J. Growth Engineer Marketing and Advertising Used the software for: 1-2 years ### "null" February 10, 2016 5.0 Review Source MA Mark A. Project Manager Retail Used the software for: 6-12 months ### "We used it for our customer service and it turned out to be a great experience." February 27, 2018 5.0 Pros It is a very user friendly and easy to use software. You can add all channels at one place and easily handle them. Cons Sometimes you may miss a conversation if its a little older (Page 2,3 etc). Any unattended conversation shows as bold but if the conversation is 2 3 pages behind, you may not go that back to see and may miss them. Review Source Sarah K. Internet Used the software for: ### "Help Scout brought light into our dark" October 28, 2014 5.0 Before we started using Help Scout almost 2 years ago we didn't have any numbers to track and analyze our support. Right now we can't image living without the reports and insights we get every single day. It helped us being so much better at helping our customers and realizing where we need to improve our app. Oh - and their blog is pretty cool, too :) Review Source LD Lisa D. Management Consulting Used the software for: ### "Great Help Desk for Teams!" February 10, 2015 4.5 Pros There are so many great features within Help Scout that choosing only one reason why I like it is hard! The new reporting features have to be my favorite. I manage the conversations that come in through HelpScout for my company, and being able to view the different reports is invaluable. Especially with the new Happiness Reports, we are able to meet our clients needs in a non-intrusive way. Cons My company has been using HelpScout for the past year, and there have only been a couple times where we have run into issues. The biggest issue for me was not being able to change a customer for a particular conversation. We have employees that frequently email in requests from clients, so they would be stuck as the customer not our actual client. I reached out to support and they took note of my request, and later last year they fixed the issue! Review Source TW Todd W. Business Consultant Internet Used the software for: 1-2 years ### "Solid software but nothing special" October 16, 2018 4.0 Solves the problem of staying organised. With a bit more budget, it might be worth checking out other options. Pros It is a convenient way to organise support tasks although there really aren't any special features with it. You can attach documents and create new notes but nothing much else. Cons When you reply to a note, the default option is to close the note. This is silly. If I reply to a note, I want that response to be sent to a relevant person. This has caught me out once or twice. Review Source CC Cody C. Customer Service Administrator Sports Used the software for: Less than 6 months ### "A simple and intuitive support mailbox for managing customer support without getting lost" August 15, 2018 5.0 Pros A simple and intuitive support mailbox for managing customer support without getting lost in a complicated system; it comes with a set of features for customisation and minimal training required. Some of the emails are automatically closed after they are replied to, you can tag people to assign emails to, you can add notes that only team members can see, and you're able to move messages from mailbox to mailbox within seconds. Cons A live chat functionality would help to eliminate the need for other apps. Having all these functionalities in one platform would be good. I understand that may be on the way. Review Source JS Jordan S. Publishing Used the software for: ### "Fantastic Helpdesk Solution" October 28, 2014 5.0 I am utterly enthused by HelpScout! It is fast, elegant, and even sometimes fun to use. Almost everything I need to serve my company's customers is included right there in the app. Plus it has a nice API that our webmaster has used to give me information from our online store about past customer orders. Pros \- Easy interface that allows me to quickly move through my open tickets. - Quick assignment to other workers. - Beautiful saved reply search feature makes it simple to answer frequently asked questions. Cons The only real problem I've had is that the attachment system gets stuck whenever I try to upload by dragging files into the window. Otherwise, HelpScout is brilliant. Review Source KD Kathy D. Used the software for: ### "HelpScout is awesome" October 19, 2015 5.0 Email management is no longer a source of frustration. HelpScout has been practically effortless to learn and use. Simple but powerful features like email status (active, closed etc.), team member assignment, internal-only comments for each message and saved replies (think saved scripts for commonly asked questions by email) have saved us a tremendous amount of time and kept us organized...resulting in better response times and service for clients. No more inbox madness! And, my personal favorite, a tool called "traffic cop" intuitively intercepts messages that you probably don't want to send. For instance, Traffic Cop has stopped messages for us when two team members are responding to a client at the same time (thank you for sparing us that embarrassment!) and messages that crossed paths with incoming ones from clients (thank you for not letting us foolishly ask questions that were already answered!). HelpScout is a great fit for companies with teams who want clean email organization without the complexity. Review Source CA Cammy A. Information Technology and Services Used the software for: Less than 6 months ### "Move over Zendesk, I now love Help Scout!" December 14, 2016 5.0 They make it simple to set up to run a small support team. Creating docs are as easy as creating a blog post too. Having one inbox for all the team to attend to is also helping us, and for sure others who are using this. And of course, the saved replies save us a lot of time. Move over Zendesk, I now love Help Scout! Pros It works much more like an inbox. Logical ticketing system. Set up one inbox that could be managed by multiple people (Even their FREE plan has this!) Review Source KJ Kiersten J. Retail Used the software for: 1-2 years ### "Help Scout is great for teamwork" March 3, 2015 5.0 Pros We no longer lose track of unread messages! Assigned messages help clear the main inbox for others. The traffic cop feature and being able to see who is already in a message alleviates the issue of multiple responses to one customer. The HelpScout blogs have been insightful and extremely beneficial in the growth of our customer service practices. Cons From time to time, the messages we've sent have ended up in a SPAM inbox for vendors and customers due to filters. Review Source HB Harrison B. Customer Success Computer Software Used the software for: 1-2 years ### "HelpScout is literally the best support software ever!" April 26, 2016 5.0 Pros Helpscout is so easy and intuitive to use. I love that there are saved replies so I can easily communicate, with consistent solid messaging, concerns over similar issues to my customer base. Cons I have yet to find something I dislike about Help Scout, no joke! Review Source NV Nina V. Retail Used the software for: 1-2 years ### "Help Scout saves time and money!" February 22, 2015 5.0 Pros Help Scout makes lost messages a thing of the past. We frequently forgot to mark messages unread when they were not dealt with and lost track of customer issues because of it. We love the assigned messages option and being able to maintain multiple users at one email address. Cons Would love to see a mobile app - I could definitely be much more productive if I didn't have to always have a computer to help customers or 'close' junk emails. Review Source TG Tabar G. Customer Service Manager Used the software for: ### "Great Solution for our team" October 8, 2014 5.0 We've been using HelpScout for about 3 months now and it's been a great tool for our team. This was the best way for us to manage our multi-brand company in one location. We've got two busy seasons where we are flooded with emails and have a team of 8-16 people working on the same "account." This has allowed us to much more efficiently manage our volume and not duplicate work. We LOVE the note tool, as we can link our systems together and make it easy to see what's going on with a particular conversation. The merge conversation option is also a huge help for us as our customers will often send us multiple emails over the course of a year. Reporting tools are very useful and easy to use. We are just setting up our internal knowledge base and so far we love it too. The customer service has been stellar as we've needed help, always a quick, professional and helpful reply. Overall we are very impressed with HelpScout. Review Source Similar Products Featured