Help Scout Reviews in August 2026: User Ratings, Pros & Cons

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 ...

Helpful product facilitates crucial communications

What do you like best? I can assign the appropriate conversations to myself to make sure I never miss communications from clients and can answer their questions right away. What do you dislike? The overall organization system takes a little time to get used to. If your not entering the site via a link to a particular conversation, it can be tough to find what you need quickly. Recommendations to others considering the product: Take some time to get acquainted with the platform ...

Good program but confusing interface

What do you like best? I love that it's easy to edit and maintain articles. I can quickly and easily make changes when necessary and creating new articles is also an easy process. What do you dislike? I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also don't like that when logging in ...

I wish I could manage my personal email in Help Scout

What do you like best? Help Scout makes it easier for me to do my job. It's simple, personal, and powerful. The keyboard shortcuts have become second nature to me, and I often find myself wanting to use HS commands in Gmail. I really love that way it looks and feels like personal emails for our customers while allowing our team to share a support inbox. Love the fun rewards when you clear the queue. What do you dislike? I sometimes miss the more powerful triggers and automations from ...

Director of Sales and Support

What do you like best? It's integration with Slack. It's very easy to use, and we can separate channels by function. Also, love the canned responses and ability to provide attachments to emails. What do you dislike? Not much. Very good platform. Love the integrations with other APIs. I wish they had a live chat feature though. What problems are you solving with the product? What benefits have you realized? Email Support for company. Benefits are the ease of use in managing ...

Good software for a core email based teams

What do you like best? Great UI, good interface and great workflow capabilities. + integration with a lot of apps What do you dislike? Ability to use auto distribution based on skill, reporting lacking badly, future dating & eta determination by email. Recommendations to others considering the product: Good for basic startups and has all the tools minus what I've reviewed and mentioned on the points before. What problems are you solving with the product? What benefits have ...

Simple product with tons of functionality

What do you like best? It's so easy to stay on top of tickets that come in. I don't worry about missing a reply or ever wonder what needs to be done. What do you dislike? I wish more options existed for workshops. We would like to add tags based on custom information in tickets. Recommendations to others considering the product: Give it a shot. What problems are you solving with the product? What benefits have you realized? The options for passing on notes directly to ...

Helpscout Review

What do you like best? Easy to use platform, and I could respond to tickets easily What do you dislike? Lack of features and not as good customer support Recommendations to others considering the product: If you dont need help normally, then this is the right system for you! What problems are you solving with the product? What benefits have you realized? Easy to use platform to respond to tickets and unlimited users

Great basic ticketing software

What do you like best? I love the simplicity and look of the platform. What do you dislike? When new tickets come in, I rely on the integrated alerts (in Slack) as new tickets don't appear unless I refresh the inbox page. What problems are you solving with the product? What benefits have you realized? Email based support has been great for sales inquiries and basic questions that don't require any immediate assistance.

Functional

What do you like best? An easy and simple to navigate tool. It's not particularly robust, but for what we use it for, it is usable. What do you dislike? It's not very deep. The view of our inboxes is nice, but I'd like the ability to see all conversations and to see historical information about customers when looking at a conversation. Recommendations to others considering the product: Make sure you have done your due diligence. This is a decent platform, but may not have all ...