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

Love the Docs feature

What do you like best? The tool is simple and easy to use, but still meets our needs. The ability to create a help content library through their Docs feature was very simple. Love that you can add your own keywords and related articles. What do you dislike? Nothing in particular stands out to me at this time. What problems are you solving with the product? What benefits have you realized? We needed one place to manage our customer support & help content for multiple products. ...

Great Product, even for the free usage

What do you like best? The HelpScout ticket platform is easy to use and always improving, with a beautiful interface and interaction with the user they make the support work less painfully. Also, they have a great support team and (in an unrelated note) one of the best newsletter. The saved replies save a lot of time, with variables for customer, mailbox, and user data. What do you dislike? The prices for a small company is great, but the conversion to my country currency make it hard ...

Perfect for our small team

What do you like best? Help Scout offered just the features our four-person team needed without bells and whistles that we would never use. At the same time, it was flexible enough to accommodate us as our needs changed in the last two years. What do you dislike? I'm very much looking forward to a dedicated mobile app for Help Scout! What problems are you solving with the product? What benefits have you realized? We previously relied on Outlook and offline meetings to coordinate ...

Exactly what we needed; smooth, well-designed, and a great experience for our customers

What do you like best? Keyboard shortcuts; simple and modern UX design; great visual styling on the Docs side; totally invisible experience for the customer, aka looks like they're just emailing with me directly; easy lightweight tracking of customers using integrated contacts system. Basically all the things they've chosen to focus on, Help Scout has executed excellently. What do you dislike? The knowledge base (Docs) is attractive and lightweight, but lacks some polish. The ...

Help Scout is seriously the best.

What do you like best? It prevents me from never losing track of a conversation that I may forget about over the course of a day, because unlike a normal inbox, an email that hasn't been responded to still appears as if it hasn't been read. This is an invaluable feature! What do you dislike? It's pretty minimal, really. The only thing I wish were different is being able exclude any forwarded emails to a fellow employee from being sent in a reply to a customer. Otherwise, there's ...

Great Product!

What do you like best? The interface in Help Scout is well designed and laid out clearly so it's easy to use. It's easy to respond to customers, especially with the option for Saved Auto Replies. It is also nice to see the different reports available through Help Scout. A nice feature in the future would be more of a breakdown of each customer. (How many conversations were closed for them specificially, and which ones.) What do you dislike? The only issue we have really is the ...

Scalable, Flexible, World Class (Why Promoboxx Loves Help Scout)

What do you like best? After landing our first big client, we needed to (very quickly) identify and launch a world-class, yet invisible help desk that could immediately support thousands of customers. We looked at several platforms and decided to go with Help Scout after a test drive. The best part? On-boarding the Promoboxx support team and adding multiple mailboxes to assist our growing list of clients was incredibly easy. Help Scout scales alongside our business and provides the ...

Probably wouldn't have survived without HelpScout!

What do you like best? The longer you use HelpScout, the more abundantly clear it becomes that its developers care deeply about customer satisfaction. From updates to the dashboard to integration with Google Apps, I've found just about every new feature incredible helpful. No fluff! It's easy to appreciate new features that don't get in the way, but instead tackle real user pain points. What do you dislike? I'm holding my breath for the HelpScout mobile app! A lot of customer support ...

Simplified communication with our users

What do you like best? Simple design, excellent customer service, great collaboration tools. Our team works remotely and has benefitted greatly from being able to improve how we communicate with our users. What do you dislike? Responding from the inbox can feel a little uncertain sometimes because we're not always 100% sure who will receive the email. What problems are you solving with the product? What benefits have you realized? We were attempting to respond to user questions ...

They practice what they preach!

What do you like best? 1. The product and its simplicity 2. Continuous integration of new features 3. They know what they are doing. Help Scout's customer support really demonstrates this. They not only know how to create a great platform but to also interact/support their own users. 5. The ability to customise (CSS/HTML) in Docs 6. Their understanding of what their users want/need. 7. It caters to a large variety of purposes but never feels impersonal or corporate. What ...