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

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 ...

Amazing company with an amazing product and top-notch service

What do you like best? The UI is done impeccably and you can tell that they really care about how the software looks and functions. It has changed the way that we do customer service here and it's help us make our customer service reps more effective, more efficient and happier. HelpScount (the company) provides fast, helpful support and they listen to our suggestions and ideas. They are one of our most trusted and favorite partners. What do you dislike? Nothing. We love the product ...

Help Scout is terrific for handling email support

What do you like best? Terrific for handling email support, has quite a few customization options to fit my workflow. We also like how we're able to pull in social mentions(via Zapier) and phone voicemail(through native integration) to make it a single point of contact for our support team. What do you dislike? Would like to see more granular reporting options. Improvements are a nice step but some better controls around stats for tags and more controls for different timeframes would ...

A simple and powerful tool for customer support!

What do you like best? HelpScout is extremely easy to set up an implement. All you need to do is hook up your email address and you're ready to go! You can create snippets, workflows, and tags to collaborate with your team. There are also many app integrations for Slack, Email Service Providers like MailChimp and Campaign Monitor, KISSmetrics, Google Apps, and more which are very easy to set up and get started. There are also reporting tools to track productivity, # of replies, and ...

Can't imagine life without it.

What do you like best? My team has been using help scout for just over 6 months. I am pleased to say we are extremely satisfied and impressed with it. As Apple technology consultants, we are somewhat picky about technology solutions (go figure!). Help Scout was easy to set up, learn and we had no gap in our productivity after the transition. It has just enough of the right features to be useful, without being bogged down in too many options. Our clients have no idea anything changed on ...

Great, simple and fairly intuitive to use product

What do you like best? I love the fast and good support. Usually I get a response the same day, frequently within 10-20 minutes with a legit answer (not a "we've received your email..."). Some things obviously take longer, but they strive in being attentive. They know when to apologize. There was one day in particular when the system had a very bad day and I was pulling my hair out trying to serve my own customers...At the end of it, we all got an email from one of the founders 1) ...

Lightweight, Transparent, & Flexible

What do you like best? We like that Help Scout emails are transparent to our users. Messages we send aren't cluttered with branding and noise generated by the helpdesk software. It's a very natural email experience. What do you dislike? We have some ideas about how Help Scout could improve their reporting and add a few extra helpdesk features. On the bright side, they've been very responsive to our ideas in the past, and we notice new product improvements every month. ...

Help Scout is THE BOMB

What do you like best? I love how simple and minimal the user interface is in Help Scout. There aren't loads and loads of features we don't need, which I've had to deal with in other support ticket system software, almost always. Help Scout is a simple, but powerful shared space for our team to collaborate as we take care of our customers. The best part? Our customers experience of getting help from us is a plain, personal email from us. They don't have to login and interact with a ...

Simple support software that gets out of your way so you can help your customers

What do you like best? Their integrations with the other SaaS products we use, like Slack, and robust reports allow us to share our progress and needs with the rest of the company. At a glance, I can see who needs help. This allows me to quickly answer customers or assign an issue to another support team member who can take care of them better than I can. What do you dislike? Some things need to be done manually while the product is built-out. This is never a problem as it allows for ...

Makes answering email faster & keeps customers happier

What do you like best? Help Scout allows me to zip through email quickly by using shortcut keys, so responding to people is easy. And when my customers get an email response, it looks good, like something they'd get from a friend. (Unlike most other help desk software that spits out email that looks like a corporation produced it.) I feel like it's so clean and simple that it's almost as if Apple created their software. After I started using it, I was so excited that I personally ...