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

It's good and handy

What do you like best? It is helpful for us and handy to use even if we are working on our phones. Like the simplicity and the features that they have. What do you dislike? There is nothing as such for now, all the things are useful for us. Recommendations to others considering the product: You can use this if you wish to handle the client requests in a proper manner. What problems are you solving with the product? What benefits have you realized? This helps us to ...

Best Customer Service Software around for high volume business

What do you like best? Helpscout is great for many reasons: +You can see how many customers need help at a glance. With the inboxes on the side bar you can see how many customers have not received a response, how many need to have an additional response, closed tickets, and your personal inbox of customers you have served. +if you are going to be out of the office you can send your incoming tickets to the queue. This will send any tickets you have responded to back to the main ...

Decent system, not always logical

What do you like best? Tagging emails is great so you can see where you're going and what needs done and when. The more feature is similarly useful, especially with multiple users. What do you dislike? Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly What problems are you solving with the product? What benefits have you realized? Able to check off emails once they're done.

managing emails and helping customers

What do you like best? I like that it orders based on when we recieved the message regardless of our response, so we can see what still is not getting resolved in a timely way What do you dislike? I have no qualms, I enjoy using it and think its an easy way to keep track of emails What problems are you solving with the product? What benefits have you realized? helping customers understand our product, helping take actions on thier accounts, funding and info

Great

What do you like best? It helps me with sorting all of my business emails. What do you dislike? There is nothing I dislike, it is a big help. What problems are you solving with the product? What benefits have you realized? It keeps everything together.

Good for managing customer cases

What do you like best? Searching for cases is very easy (use user name or company). What do you dislike? Sometimes, full email threads do not come through. What problems are you solving with the product? What benefits have you realized? Managing customer service and serving the needs of users who are both handling and monitoring cases.

Avoid

What do you like best? The way emails were stored as conversations, the searching of mails was fairly easy. What do you dislike? Purchased a lifeteime deal from app sumo $75 per quarter, this was changed recently to $60 per month. So price was $300 a year now is $720 a year. Do not sell that which you are not prepared to honor. Recommendations to others considering the product: Avoid unless you want to get comfortable, to only see the price shoot up. What problems are you ...

Help Scout Review

What do you like best? I love that you can make internal notes on an email and make an actual ticket instead of an email. That is helpful when we work in Team boxes. Getting to communicate internally through notes and "mentions" makes it easier and more efficient to eliminate sending a separate email from another Dept. I also love their little pictures and messages of encouragement after you've "emptied" a box! What do you dislike? I don't like that the statuses automatically default ...

Helps to provide great customer support

PROS & CONS What are the best aspects of this product? Help Scout helps us manage users’ emails easily. The app is excellent for managing incoming emails and to track the volume our team gets. We use the multi-folder option to divide the emails between teams. The most useful features for us are the knowledge base configuration and the saved reply option. Finally, their support team is outstanding. What aspects are problematic or could work better? One major drawback is there is a lot of ...

Easy to use platform

PROS & CONS What are the best aspects of this product? Help Scout is easy to use and the vendor keeps improving the product. The software interface is beautiful and makes it a pleasure to interact with users. The support team is great too. The newsletter is of high quality and the saved replies help to save time, with variables for user data, mailbox, and customer. What aspects are problematic or could work better? The vendor offers great prices for small companies, but the amount ...