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

Solid customer support that's invisible to the customer

What do you like best? 1. Non-existent to customers: No messy support ID numbers or impersonal support links. Everything looks as if it's coming directly from an email. 2. Unified Team Support and History: Design is clean and allows everyone to not only see support requests or questions coming in, but the internal design smoothly allows you to route to the right team member, while still seeing the history of the request and that customer. 3. Help Scout Docs: Add-on to Help Scout ...

Perfect solution for your email support team

What do you like best? HelpScout is precisely what our support team needs to manage our email support channel. The UX was designed well to ensure the experience is as easy and fluid as possible. New members to our support team are able to jump into the queue and start picking up tickets right away without spending time learning a complex system. The beta reports provide our team invaluable insights into crucial KPIs including most busy hours, staff productivity and more. What do you ...

Excellent experience

What do you like best? After trialling over 50 help desk and business email products, HelpScout came out on top. We love the user interface, the tone of the writing/labels/layout, the customer support, the pricing and the ease of use. What do you dislike? The lack of a dedicated iOS is one thing that makes it hard for our business. What problems are you solving with the product? What benefits have you realized? We run an outsourced staffing business for financial service ...

Changed the way we do business

What do you like best? I love the ease of use. Many help desk solutions are clunky and difficult to use/learn, not so with Help Scout. Our team was up and running in minutes and our customers now get better service. What do you dislike? I would love to see a Facebook inbox integration. What problems are you solving with the product? What benefits have you realized? Our goal of Inbox Zero is now achievable with Help Scout.

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 ...