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

Helpful

What do you like best? I like the email organization features What do you dislike? Search feature in emails, sometimes the keyword doesn’t really show up, kind of have to manually look for an email What problems are you solving with the product? What benefits have you realized? Email management

Excellent app for customer support

PROS & CONS What are the best aspects of this product? Help Scout is easy to set up and use. You simply need to link your email address to get started. You can create tags, workflows, and snippets to collaborate with your team members. The app integrates smoothly with popular software like Google Apps, KISSmetrics, Campaign Monitor, MailChimp, and Slack. You can use reporting tools to track volume, number of replies, and productivity. There is also a documentation feature for knowledge ...

Excellent ticketing system

PROS & CONS What are the best aspects of this product? Help Scout offers a slew of impressive features: My favorite feature is the workflows. The ticketing system is logical, the mailbox allotment is generous, and I like that I can set up one mailbox for customers that can be managed by multiple agents. The software offers good collaboration tools to manage customer expectations and needs. What aspects are problematic or could work better? There are a couple of drawbacks: The pricing ...

Great experience, simple to use, constantly improving

What do you like best? How frequently new features are added. Just in the last 12 months there have been 2 or 3 features added that were major wish list items for us. What do you dislike? If I had to pick something, I'd say more depth and sortability to the metrics. Recommendations to others considering the product: Great product, recommend it highly. What problems are you solving with the product? What benefits have you realized? We used the multiple mailboxes to sort our ...

Helps to keep our customers happy

PROS & CONS What are the best aspects of this product? I like the fact that I can use shortcut keys to respond to people quickly and easily. The email responses we send to customers look like something sent by a friend unlike other help desk solutions that spew out emails that look they were produced by a corporation. The software is so simple and clean, you’d think Apple created it. I like the solution so much I even sent a thank you email to Help Scout’s founder. What aspects are ...

Help Scout is Trustworthy, Helpful, Friendly...

What do you like best? I love being able to separate inboxes as well as assign emails to different employees. It really helps clean up the inbox and helps keep emails from stacking up. The auto responses are incredibly helpful and make responding to emails so much simpler and go by much faster. Being able to connect emails to Shopify and MailChimp is another super important and extremely helpful feature that I'm so, so happy with! What do you dislike? I can't think of really anything ...

Useful in dealing with a constant flow of support tickets

What do you like best? We enjoy having a mailbox for each of our account managers and the ability to move messages from mailbox to mailbox in just 2 clicks. Plus, it is a simple and intuitive tool to use and all the built-in features appear pertinent for any average user. What do you dislike? The built-in search engine is sometimes tricky to use if you want to make sure to get all the concerned results. Moreover, I'd like to have a little bit more flexibility from the analytics even ...

Simple to use software

PROS & CONS What are the best aspects of this product? I like Help Scout’s simplicity. The emails seem like they have been sent by a real person and not by a computer. The app works more like an inbox compared to other help desk solutions. What aspects are problematic or could work better? Help Scout lacks advanced features which means I am not able to use it to upgrade my process. The reporting functionality is basic, for example, the app doesn’t show the difference between tickets ...

Great answering service, and easy to use!

What do you like best? They have a lot of shortcuts, and mechanisms that allow you and your team to answer emails fast and efficiently. It''s also HIPAA compliant (why we switche to HelpScout!) The super funny Easter eggs that pop-up when you clear an inbox are genius! They're very creative! What do you dislike? When it goes down, it really affects our day- it's gone down about 5 times now within the past year, the longest was maybe 15 minutes, but we get over 1,000 emails a day, so ...

Very responsive, strong branding, easy to understand platform

What do you like best? They have incredible help docs, really fun interactive branding, their search function is great, their blog is also pretty fun What do you dislike? Not much honestly, sometimes when you are managing lots of different e-mail addresses in the platform it can be confusing, but that's partially the user's fault. Recommendations to others considering the product: I'm my experience this is a perfect software for managing customer e-mails for start-ups What ...