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

Excellent Way to Consolidate Platforms and Offer Tutorials

What do you like best? I love the flexibility and the blog like creation of new knowledgebase docs. The ability to add articles quickly when a new problem comes up has decreased the amount of future calls for that same issue significantly. In addition, the consolidation of our email accounts has been a huge help. Having one centralized inbox has reduced our response times 10 fold. The Hapiness report and the survey in the email signature has aided us in increase our overall NPS score and ...

Easy tool to manage customer service inquiries

What do you like best? I like it's simple interface and also how it is able to pull up a customers information on the side bar, which allows a stronger context of who you are speaking to before responding. What do you dislike? It can get confusing if you have two people responding in the same inbox at once. Recommendations to others considering the product: Ask for a demo so you are able to reap the benefits of all the features available. What problems are you solving with ...

Helpscout: A great ticketing and collaboration tool to handle customer requests.

What do you like best? * WORFLOWS! By far, this is my favorite feature. * Excellent, logical ticketing system. * Generous mailbox allotment. * The ability to set up one mailbox for customers that could be managed by multiple people. * Well thought out collaborative tools for managing customer needs and expectations. What do you dislike? * It can get a little on the expensive side * Occasional outages during the period we've been using them What problems are you ...

Simple but does exactly what it needs to do

What do you like best? We can send emails as though we are the recipient without any complication. When we need support from the company, they have been very responsive with fixing issues. What do you dislike? It is so simple that it is sometimes inflexible. The interface design is dated and it does not tie in to as many other apps as alternatives. Recommendations to others considering the product: The best way to appreciate it is to try it. What problems are you solving with ...

The future in communicating while traveling!

What do you like best? The ability to add notes for each customer, add notes, and functionality with up to date information. Also very good integration with the calendar, as well as voicemail options What do you dislike? there should be more bulk options, such as being able to delete more than 50 messages at a time. Auto reply also need a to be reset once a month. What problems are you solving with the product? What benefits have you realized? We travel and talk to customers ...

Love it!

What do you like best? I like how easy it is to assign conversation between teammates, keep track of your own conversations, organize conversations, make note to teammates about conversations etc. What do you dislike? helpscout will have outages every once in a while - sometimes lasting 1/2 hour Recommendations to others considering the product: BUY IT What problems are you solving with the product? What benefits have you realized? Email communication with customers

Our Go To

What do you like best? I love being able to support our users emails with ease. This product is great for managing the incoming emails and tracking the volume that our team is receiving. The multi-folder option is great for diving up the emails between teams. The game changers for us are the saved reply option and knowledge-base configuration. This has been huge for our team. There support team kicks butt. What do you dislike? The frustrating this is most certainly the amount of ...

Help Scout is a delight to use

What do you like best? Help Scout has the best support ever. Using it is a community experience. We have about 80 users with them, and it keeps a constant stream of connection between all our users. I have said on a regular basis that if we moved away from Help Scout, I would still follow their blog and community. They are 10/10! What do you dislike? It has crashed for and hour or so at a time. Very frustrating for us... We also have various bugs that are fixed now... Everytime we ...

Help Scout: A Living Tribute

What do you like best? Help Scout is hands down the easiest helpdesk software I've ever used. We looked into some other competitors and Help Scout is very personable and treats customers like people, not like numbers. What do you dislike? Help Scout is still missing a more robust and comprehensive reports system and some key integrations for live chatting, phone calls, and twitter. What problems are you solving with the product? What benefits have you realized? Help Scout ...

Super simple helpdesk software

What do you like best? Its simple. The emails look like they come from a real person, not a computer. It works much more like an inbox than some other helpdesk systems. What do you dislike? Its not as feature packed as the competition meaning once you've been using it for a while and want to improve your process you can't always do so because they lack the features. Reporting is also fairly basic at the moment (e.g. doesn't show difference between the tickets waiting on ...