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

Easy meets robust!

What do you like best? Help Scout's user interface is super intuitive. What do you dislike? Lack of tagging automation & robust reporting Recommendations to others considering the product: Help Scout is super customizable! What problems are you solving with the product? What benefits have you realized? We use Help Scout to answer all of our client emails; its easy-to-use interface keeps our team's productivity up!

Easy to use, full-featured independent help desk software

What do you like best? Help Scout is great for medium-small teams. The interface is really straightforward and user-friendly, and there are no distractions from the process of assigning and resolving customer queries. What do you dislike? Help Scout is a little light on some of the fancier Helpdesk features like API integrations and advanced user management. Recommendations to others considering the product: Talk their team! The folks at Help Scout are very... helpful! What ...

Great for Organization

What do you like best? I like that Help Scout kept our team organized and acted as a universal email inbox that offered a comprehensive layout. What do you dislike? I wish the chat feature was more reliable, and the mobile app could have been more stable. Sometimes I would try to log in from my phone but had issues loading pages, which was annoying and frustrating. Recommendations to others considering the product: I would definitely recommend Help Scout to others! It is ...

Easy consolidated place to reply to campaign emails

What do you like best? A Very quick place to identify all campaign messages and efficiently reply. What do you dislike? The notification settings can be vague and it is hard to stay on top of when they are coming live. What problems are you solving with the product? What benefits have you realized? We are able to gather actionable feedback from clients who rate our responses and product through the site.

Great knowledge center

What do you like best? Simple to set up and the design looks great out of the box What do you dislike? It would be nice to have more categorization capabilities What problems are you solving with the product? What benefits have you realized? Stood up a knowledge base for our customers in just a few days - super easy!

Lightweight, smart and easy to use

What do you like best? - User experience is awesome. Seems like everything is easy to do. - Support is great. Quick and helpful (most of the times) - Usage is easy, intuitive and fast - Reports are basic but at least that's all that we need - Shortcuts are useful and well thought. What do you dislike? - Filters could be improved. They are used mainly as "folders" (which is OK) - Docs are nice but customization of the design and page is not that easy. - A bit ...

Consistent updates, useful new features.

What do you like best? Helpscout has consistently released useful improvements and new features. The support team at Helpscout is quick to respond and very helpful. What do you dislike? Can occasionally be buggy. The biggest issue would be reporting, however. The numbers just don't add up sometimes and there isn't a clear description of what each number represents or how it is calculated. Recommendations to others considering the product: Talk with Helscout representatives to ...

Help Scout Review

What do you like best? Easy to find content based on tags, and sorts results based on people or conversations. Easy to share client information between multiple agents. What do you dislike? Having a conversation assigned to one agent can make it difficult to find for other agents. Recommendations to others considering the product: N/a What problems are you solving with the product? What benefits have you realized? Clean layout for client replies. Less buggy.

Very solid platform!

What do you like best? Great for small-ish teams needing shared inboxes. Tagging, notes, customizable notifications, the feature set is rich and practical. One small feature that really helped was the ability to response to incoming tickets from an email inbox. It allowed us to respond to requests without logging in (which was convenient when out of the office). What do you dislike? Would love to be able to automatically push reminders to teammates with old unanswered tickets. Perhaps ...

Intuitive helpdesk tool that helps us help users faster

What do you like best? The organization. From top-level organization like multiple mailboxes and folders, to tags and labels, to merging conversations and intuitive assigning tools, Help Scout makes it easy to navigate our support queue and get work done efficiently. Help Scout also allows us to create and integrate custom tools and workflows, such as our internal knowledge base and company-specific functions. What do you dislike? I'd personally like to see better analytics available ...