Help Scout for G Suite Reviews

We have integrated Help Scout for G Suite with our website and social media - it monitors all customer questions and compliants in one space. Integrates with our e-commerce software and brings in order details within the interface so I don't need to research the order.

No dislikes. I wish the ability to sign in with 2FA were available.

The quality of support at HelpScout, in general, is second to none. We've used other HelpDesk software, and nothing comes close to HelpScout.

Help desk bringing in questions from multiple platforms. We've been able to double a particular product sell with HelpScout by including it within our messages to current customers.

The most helpful thing about Help Scout is that all general emails funnel down to one inbox where associates in different departments can go in and identify what emails and tasks need addressing. By allowing this, our company departments, whether sales or customer service, can take those emails and assign them to the appropriate person to handle the job. It makes the communication and organization within the company much simpler and also allows us to get back to customers in a timely fashion.

I wouldn't say I like the chat portion of the Help Scout and how it flows from our website. My disklike comes from the lack of notification when there is an active chat and the amount of time it gives that customer to be active within that chat. It does help that when the chat time is up, that then turns into an email chain where we can communicate with the customer. Overall it has its pros within the cons of the chat topic.

If your company is looking for software that different departments can funnel thru, I would consider Help Scout. It has been very user-friendly for all ages and has dramatically cut down our customer communication time.

Many problems are being solved with Help Scout, and I think it can be different amongst companies. The benefit for our company is that it is helping us decrease call-in volume and allowing us to multi-task with the customer load. By having Help Scout linked to our website, we can manage the emails that come in and answer questions from a specific page on our website. By having that feature, it means we know what item that is the customers are having an issue with understanding. I have realized what a benefit this software has by allowing our company to organize the emails needed.

In customer service, ticketing software can be kind of tricky to use and train new staff members. Help Scout makes it easier by having a user-friendly interface and being simple to start.

Unless you aggregate work streams, it doesn't show multiple users working on the same ticket which can be quite alarming at times.

HelpScout helps us get our work done faster and reduces the need for back and forth messages. I appreciate its "saved template" feature, which saves even more time for us.

I now have the ability to provision/deprovision/add and set privileges to my team accessibility to our help desk all from one dashboard.

I think this application could improve with expanding access into the entire G Suite enterprise. My organization shops by price, Drive integration would be a game changer locking our organization into a long term relationship with Help Scout

Working in Healthcare our organization strives to reach the US Governmental standards NIST. Allowing Help Scout to integrate into G Suite allows us to manage our users more efficiently and in one-large 'swoop' rather than changing privileges in multiple setting locations.

Easy to keep track of client requests in one place, I appreciate there are tags on every ticket so that it can be sorted and keeps everything pre-organized for me! We were able to migrate all of our past tickets into helpdesk without any issues from the previous platform.

If I'm looped into an existing chain at times it can be glitchy, but no major concerns with this!

Works well with GSuite if you're already using google products.

This product ensures that we are able to keep track of and respond to our clients in a timely manner. We like that each ticket has a rating associated with every email, rather than only asking the question once, it helps us deal with any unsatisfied clients and prioritize their issues.

The option to set templates for standardized responses makes getting through hundreds of emails each day incredibly easy.

So far we haven't seen any downsides, which is nice. The interface is simple, and we really enjoy it.

If you are looking for a simple way to help cut down on time consuming, repetitive emails, definitely give Help Scout a chance. Its ease of use and friendly interface makes it a dream come true!

This is a HUGE time saver. It used to take one person most of their day to get through all of the emails we get, but now it can be done in only an hour or so.

It gives a coherent client experience for our email communication - all signatures are the same, with piped text templates to customize each user. Outgoing emails all look like they're coming from our group inbox. Best of all though, is the internal communication with notes and tags that can be added within a thread. This is very helpful as a remote company, so that our team can be made aware of situations and get insight or additional feedback within the same thread. When we go back, that makes it easier, though not perfect, to see communication history.

The integration for incoming emails is a little clunky, since it requires that each user forwards their GMail to our HelpScout team inbox, which can then lead to duplicates of an email when one email is sent to multiple users, which are then forwarded multiple times to the team inbox. It would be nice if there was a smarter email parser to identify when there is a duplicate email and allow us to assign a single item to multiple people - the workaround is to tag both people in a note, which is close to the same.

The search function is pretty limited, since there is no way to pull all communications with an individual contact or client, so you can't have a one-stop location to review all communication history. Similarly, there is no input option for a note on a client without having an email to tie it to, for example to record information from a phone call or Zoom meeting.

Being able to use our g suite email to help manage customer support was huge. People already know it and we didn't haven't to change anything in our campaigns or websites.

Sometimes it is a little delayed but it is rare and manageable.

We use it to help provide a more seamless customer experience.

Help scout is very user friendly and easy to learn for new employees. I used this while working as a short term temp in customer support for a remote company. Working from home meant I had to learn the software quickly on my own without being able to just ask a coworker questions all the time. This was so easy to use and learn quickly

I can't think of anything negative to say about Help Scout

Easy for multiple support reps to manage one or more inboxes.

A good alternative to manage internal (CRM) mails. Especially for customer support departments.

The program is not solid. It crashed frequently on critical points as send/receiving emails

Multiple users accessing the same email point of contact. Help Scout help you to keep track on email traffic and allows users to see who is working on a task.