Help Scout Reviews in May 2025: User Ratings, Pros & Cons

Help Scout has been wonderful!

What do you like best? Help Scout's customer service has been fantastic. They've been super responsive, and always willing to help us figure out now ways to improve our workflows. What do you dislike? The reporting API connection is not the most user friendly, and exporting data from Help Scout has proven to be more difficult than we'd like. Recommendations to others considering the product: Reporting is nice from their provided dashboards, but exporting that to your own ...

Great email program for efficiency and simplicity

What do you like best? Ease of collaboration between users and teams. Additional products are lightweight like Beacon and Messages add value and marketing onto the email platform. Easy to use as a CRM for a smaller company. What do you dislike? Spam filters do not always catch repeated spammers. Filters could use improvement - it can be hard to find information if you do not know exactly who you are looking for. Recommendations to others considering the product: Help Scout has ...

The best ticket and knowledgebase system

What do you like best? It is easy and it has all the tools you need. It is easy to go from one mailbox to another, to switch tickets between colleagues, add notes on tickets etc. All in all is it just a very intuitive and easy system to work with. What do you dislike? I don't dislike anything, but there could be some more customization options for the knowledgebase. Recommendations to others considering the product: I can definitely recommend using Help Scout since it is easy ...

Help scout is an effective tool for inbound customer support inquiries

What do you like best? As a sales person, I am able to access HelpScout to see how my prospects have engaged with my brand in the past. Im able to see what issues they've had, and whether or not they've been resolved. What do you dislike? The only downside I can see is that I am not notified directly when a target account of mine interacts with customer support through HelpScout, but I am not certain this is the fault of HelpScout, could be my own CRM What problems are you solving ...

Easy to use, simple to follow

What do you like best? Help Scout has been incredibly easy to use for me so far. I have had no issues finding what I need inside the tool. The way it is threaded makes it very easy to follow the conversation and allow you to feel up to speed. Having the ability to share the links with colleagues has made my life much easier when it comes to collaborating on a project. What do you dislike? I have not run into anything that I dislike as of now. The user interface is great, and the ease ...

Simple and intuitive helpdesk with great support team

What do you like best? Simple and easy to use, intuitive and gets the job done. Everything within the software is pretty straight forward. What do you dislike? - Some of the reporting presets (like Year to Date preset) - Internal users' replies are logged as Notes not Replies Recommendations to others considering the product: If you need a neat, simple, easy to use and affordable helpdesk software, HelpScout is the way to go. Their support is amazing, even if they can't ...

Great product and customer care

What do you like best? Except the product itself, their customer support is amazing, meeting and exceeding expectations. They use their own product in creative ways, and don't mind sharing the knowledge. What do you dislike? Of course there could always be small improvements to any product, but I really can't think of anything major. Recommendations to others considering the product: If you're looking for a modern help center application with communication, knowledge base many ...

A Glorified Gmail Help Desk ... Nothing more

What do you like best? I am being forced to give HS a 1 for recommending or my review will not go through. It's a 0 truly. We moved from Google Mail to Help Scout, so as a result upon first using it -- it was amazing. The basic features of being able to see if someone else is on a ticket, ability to assign. It's a wonderful glorified gmail. At the end of the day, the CS team can answer emails and get the queue down to zero. What do you dislike? Where to begin ... The system is slow. ...

Simple, easy and to the point product!

What do you like best? The ease of what the product does. it's very straight forward. it does exactly what i want it to. simplicity is key for me with HS. I love how the chat and email communications are not the same as on other products, We like to distinguish a difference between the 2 forms of communication. What do you dislike? There are limited changes and updated. I feel that there are certain features that could be implemented to make it the best product out there. It sometimes ...

User Friendly

What do you like best? I manage a customer service call center. The features Help Scout offers allows our team to process our customer's requests quickly and efficiently through email and chat. It allows me to oversee team members workload and progress. Some of the features we have found to be invaluable are the saved replies, knowledgebase (Docs) custom fields, and tags. When I run into a one-off, for example, I needed to block an individual. I emailed support, and then dug into the ...