Help Scout Reviews in August 2026: User Ratings, Pros & Cons

Easy Solution

What do you like best? I like how simple it is to reassign tickets as needed between users and even mailboxes What do you dislike? I dislike how often we see issues with loading tickets and drafts being saved. Also there are some bugs when creating a new ticket that cause the program to freeze. What problems are you solving with the product? What benefits have you realized? Helps us keep all conversations in one spot and allows for future callers to have a better experience when ...

Easy. Simple. Stress Free.

What do you like best? A simple platform for accessing secure emails addressed to the company. Seamless search capabilities when trying to find specific emails. What do you dislike? the user interface is kinda blah when it comes to colors. Would not mind an automatic assign system with roles. What problems are you solving with the product? What benefits have you realized? Allows our business to run smoothly and keep everyone in the loop. allows for me to search and review emails ...

HelpScout Review

What do you like best? I like that everyone's mailbox is easy to access. It's especially nice if someone is out of the office and you need to jump in to help someone out. What do you dislike? It doesn't always seem to update in real time which can be frustrating. Especially if you're trying to help someone and the email they're trying to send isn't coming through What problems are you solving with the product? What benefits have you realized? We use HelpScout for customer ...

Fast, easy, customizable help desk for teams of any size

What do you like best? The ease of use, great UI, and Saved Replies feature make HelpScout great and, dare I say it, fun to use. What do you dislike? Nothing, I enjoy everything about HelpScout. Recommendations to others considering the product: This is the best system that I’ve ever used to effectively and efficiently response to customer needs. What problems are you solving with the product? What benefits have you realized? Customer support with efficiency. Our response ...

Helpscout used for IT Help Desk

What do you like best? I like the how we can manage all the tickets, assign to a user, add internal notes, tags are easily created. Add call logs in the system. Reporting is great to measure how much tickets or issues we resolved. I like the feature of merging tickets if it is the same issue. What do you dislike? When a ticket is submitted multiple times separately, with the same subject, it does not show the whole message, some of the messages are lost and not found within helpscout, ...

Easy to navigate, takes a bit though

What do you like best? The video tutorials and overall support, easy to pull metrics What do you dislike? it's hard to get organized after utilizing the program for a while, I imagine it's a lot easier up front and intially What problems are you solving with the product? What benefits have you realized? communication organization for support team

Multifunctional, Professional. Collaborative Service

What do you like best? I enjoy its ability to serve the unique functionalities of our roles. Its easy to search for conversations, to assign and organize to people in the company, and that we have full transparency. What do you dislike? I don't like that it does not offer smart text, we have to generate saved replies to get help on repetitive responses. What problems are you solving with the product? What benefits have you realized? Help Scout allows us to communicate externally ...

Easy to use

What do you like best? I like how easy it is to use I was able to learn the program with in a week. What do you dislike? It tends to crash every once in a while What problems are you solving with the product? What benefits have you realized? Oh a ton.

Helpscout Review from 3 years of use

What do you like best? Ease of use and intuitive UI with room to add more complexity if that is what you want or need. The What do you dislike? I don't have very much I dislike about helpscout other than I wish it would intergrate with some of our other systems more. What problems are you solving with the product? What benefits have you realized? IT support and customer service. It is great at tracking tickets and logging notes for teams.

Very user-friendly and easy!

What do you like best? Really enjoyed using Help Scout in our Customer Support role - very easy to manage multiple emails from the same customer and keep track of issues. The built in reporting was also very helpful to utilize. What do you dislike? We rarely used the Chat Feature, so I cannot say I had much experience with that. What problems are you solving with the product? What benefits have you realized? Customer issues, being efficient in solving customers problems and ...