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

Simple tool for small to medium sized companies

What do you like best? The simplicity of HelpScout keeps the learning curve low, which means that most team members can get to work quickly after onboarding. What do you dislike? There's not a great range of features or integrations, so we often have to use multiples tools when it would be nicer to have a single support platform. Recommendations to others considering the product: It's not an all-inclusive tool (not a ton of useful integrations and no ability to create tickets), ...

Love Helpscout

What do you like best? It's just smart and we love the features What do you dislike? nothing at all- I like all features Helpscout has been great. The downside? They send annoying emails on how to improve life. My boss and I dislike this. Recommendations to others considering the product: do it. What problems are you solving with the product? What benefits have you realized? quick or saved replies and great reporting

Really Really Bad Product and Support

What do you like best? That it has a free trial. Otherwise, it's awful. What do you dislike? - Hundreds of bugs never get fixed. Bad support What problems are you solving with the product? What benefits have you realized? I realized the benefits of zendesk.

Help Desk Meets Shared Inbox & Email Decluttering Tool

What do you like best? The UI/UX of Help Scout is beautiful. You can tell that they put a lot of thought into the design of the tool. The functionality is incredible as well. With "Workflows" to identify inbound emails and direct them/assign them where you need them to go based on many different triggers, very powerful. I have actually decluttered my inbox significantly by creating a "mailbox" within Help Scout which is called "newsletters" and I have all of the great articles that I ...

Great for general support

What do you like best? It has a nice API, which allows integrating data from other systems inside, in the sidebar What do you dislike? The API is nice but lacks customizations in the interface. Maybe for security matter, or standardizing, but it would be great to have more freedom on the output of each app. Recommendations to others considering the product: You can try it free with one inbox. Worths a try. And give the API a try. The option to display data from your ecommerce or ...

Easy to Use

What do you like best? It's easy to use, doesn't require extensive training for someone new to the team, it's a simple interface but very intuitive to use. The Happiness Scores and Workflows are some of the best features. What do you dislike? There is no Android App, livechat features and not many integrations. Recommendations to others considering the product: Make the switch! I think it offers the best value out of all the helpdesk tools. What problems are you solving with ...

Great Tool!

What do you like best? I like the newly added ability to tag people into your convo threads! It makes things easier when you're looking to get the feedback from multiple users instead of assigning to individual parties. What do you dislike? I miss that search would auto-populate suggested items, now you have to type the full name/item in search and scroll through your options. A small step but it takes away from productivity times in the long run if you're doing multiple searches in a ...

Help Scout Agent

What do you like best? I really liked that Help Scout required the use of the physical telephone rather than getting calls on the computer as well as having the canned messages for emails. That was helpful What do you dislike? There was a high volume of calls that our company never received Recommendations to others considering the product: I would recommend to test out the system to ensure you are receiving all of the calls the customers are making What problems are you ...

Helpscout is a decent email management software

What do you like best? I like that you can have multiple people inside the same email inbox. What do you dislike? The reporting is not that helpful and it's a bit confusing how they force a specific workflow. What problems are you solving with the product? What benefits have you realized? It allows you and multiple members of your team to easily access the same inbox and multiple inboxes inside 1 login.

Efficient platform for seamless customer service management

What do you like best? Before using Help Scout, our company utilized a shared Outlook folder to manage customer service emails. This was naturally a little unorganized and led to duplicate responses and forgotten messages. Help Scout allows our team to easily assign tasks to coworkers, track whether or not replies have been sent, and add notes. We have never been more organized with customer service! What do you dislike? There is not much that I dislike about Help Scout. If I had to ...