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

Helpscout review

What do you like best? It's easy to manage help tickets if your main source of inflow is an email address. What do you dislike? There's no live chat integration to provide other avenues of contact for your clients. It didn't scale well with our business once we started to grow beyond using an email address. Recommendations to others considering the product: Help Scout was useful to us in the beginning. It allowed us the email integration and team collaboration on tickets we ...

Efficient and streamlined

What do you like best? Tracks all current and historical conversations. The assignment feature maximizes workflow and you can tag emails to flow into folders What do you dislike? Better searching features for closed tickets/emails that don't have tags What problems are you solving with the product? What benefits have you realized? We handle people operations, tax, accounting and finance for our clients and use helpscout for our daily flow.

Great customer service software

What do you like best? Easily locate tagged items and assigned messages. What do you dislike? Difficult to search through archived messages without having specific info. What problems are you solving with the product? What benefits have you realized? customer supports. favorite benefit is being able to see that a customer has viewed my response.

Help Scout

What do you like best? Help Scout offers really great assistance and a good product What do you dislike? Some bugs in the code have caused minor inefficiencies with work. What problems are you solving with the product? What benefits have you realized? This service provides good record keeping but can be messy to read.

If you haven't used this yet, you are missing out!!

What do you like best? This was one of the nest decisions my company has ever made! We run over 13 communities with all different email addresses, HelpScout keeps all communication in one place. Easy tagging, searching, task management and more. Plus, everything gets forwarded into HS from Google Apps. What more could you ask for. What do you dislike? The only thing I can think of is that the phone app doesn't have all the same capabilities as the desktop app. But, that is ok, better ...

HelpScout makes life easier!

What do you like best? HelpScout is not just a useful tool for handling multiple inboxes and customer inquiries, it is also constantly growing and adapting to their customer needs. Each new release provides something to make our lives easier and more organized. What do you dislike? The new search function isn't my favorite, but it's certainly not the worst. Recommendations to others considering the product: Read their blog / newsletters! What problems are you solving with the ...

Intuitive help desk software

What do you like best? Help Scout has a very intuitive interface that allows support people to easily move through the queue, assign cases and most importantly, to merge threads that are connected to the same case. What do you dislike? I have no problems with Help Scout. I'm guessing the pricing wasn't as good as some other alternatives (as we have changed services). What problems are you solving with the product? What benefits have you realized? Getting answers to customers ...

I Love and Miss Helpscout

What do you like best? I love that they are always releasing new features to help make the software better. They recently released a new feature where you click on "Edit this article" directly on a help doc instead of having to search for it in a different tab when you want to edit. I recently had to re-do all of the screenshots in our help docs, and that feature saved me some SERIOUS time! The people are always very responsive to what you have to say. I've gotten in touch a couple of ...

Solid option for small Support Teams

What do you like best? Help Scout really makes it simple to set up and run a small support team supporting a small to medium business. Their interface is clean and easy to use, and the integrations are very appreciated, and can add a lot of power to a few agents. Their pricing is also very attractive. Their support and company culture are also awesome. What do you dislike? Not so much dislike, as we simply reached our functional limit and needed something that scaled to a larger ...

Help Scout, helps out

What do you like best? The customer service and ease of use of helpscout allows our small team to efficiently make a workstyle that fits us What do you dislike? The one thing we would like to see is the ability to send emails to specific cases Recommendations to others considering the product: It's cheap and well made What problems are you solving with the product? What benefits have you realized? Help Scout allows us to track and resolve issues in our office