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

Really helpful tool!

What do you like best? There is a lot of functionality here--you can triage really easily, track all notes, all history on the emails and see all history with that same client at a glance. You can also see how each staff member is faring each day or month to track progress during the day. What do you dislike? It's very easy to lose drafts if you type too quickly and the auto-save doesn't always jump in in time. What problems are you solving with the product? What benefits have you ...

Help desk made simple

What do you like best? The thing I love most about Help Scout is the ability to keep everything organized and in one central location. It works like an email and allows me to collaborate with my team. Super simple and super effective. What do you dislike? Whenever you complete a task, if you didn't copy the email address down, when you hit complete it will go away. So then you will have to go to your sent folder. Recommendations to others considering the product: If you need a ...

Best CS email ever!

What do you like best? I love the saved replies feature. It saves so much time and makes it easy to train other people to use it. I love when you empty the inbox and a cute graphic shows on the screen. I like how you can track everything. What do you dislike? I honestly cannot think of anything I don't like about this software. Recommendations to others considering the product: Use it. It will help you and your business in so many ways. What problems are you solving with the ...

Easy and versatile.

What do you like best? The simplicity of the inbox is straight forward and maximizes support volume. What do you dislike? Sometimes can lag behind but nothing that stops the workflow What problems are you solving with the product? What benefits have you realized? We handle all of our Customer emails through Help Scout and it allows us to be as fast as possible

Great Help Portal for Small Business

What do you like best? The email is very fast, my clients information gets in so I always know who is contacting me and sometimes even a picture appears so it feels more personal when I'm replying to an ticket. Being able to reply quickly and report spam as needed. I'm able to paste in articles from my Docs very easily to my tickets so I don't need to repeat myself to my clients. What do you dislike? The Docs section is very limited on the free version and I wish it could be opened up ...

cool

What do you like best? the different features it offers each person to use What do you dislike? I don't like how you're not able to share information with others What problems are you solving with the product? What benefits have you realized? technical problems

Great UX reduces agent frustration and increases productivity

What do you like best? The agent UI / UX - Easy for agents to see what they have open, which encourages them to deal with the tickets faster. The Unassigned page is perfectly designed for triaging as it updates live and quickly. The interface is very snappy and we rarely encounter bugs. I also love the Zapier endpoints, Webhooks, and the versatility of the API so I can create many useful integrations and business processes. Customers rave about the Docs site and find the Beacon very ...

Simple and timely

What do you like best? The ability to see how many customers have been helped, and the "happiness" factor is pretty cool too. What do you dislike? There are some limitations to the mobile app, which restrict our ability to process certain customer service needs without being on a computer. A separate dislike is not being able to upload PDF's into our Knowledge Base; only text entered in HelpScout can be saved in the KB. What problems are you solving with the product? What benefits ...

Great tool

What do you like best? I think this is a great tool for support tickets. What do you dislike? I wish the inbox and assigning messages was a bit more seamless. It can be very hard to understand everything for new users. What problems are you solving with the product? What benefits have you realized? allows for easy and quick support

Like to use Help Scout .

What do you like best? Definitely I will say that i like that software a lot! It's great enough. so easy to understand and pick up for every one. Everything is clear and easy. Perfect support service. What do you dislike? Actually i have just positive thoughts about that product. Will be not so nice to start talk about it bad as i know that work with it can do much better. Recommendations to others considering the product: If till now you don't have this solution than it's ...