Help Scout Reviews

mail delivery was the faster like google mail. their documentation and blogs are super friendly.

not open source and can't modify features from subscribers end. can't add large size of attachment file.

can manage thousands customer in one dashboard.

Helpscout was easy to setup. And to maintain the system. And as a result my customers are helped much better.

Also, they are very clear in there communication. Once, they announced a change in the system. They helped me on every aspect to implement this change and to make sure everything was setup correctly. Awesome support.

Helpscout is not the most extensive product. It feels like some reports are limited in the drilldown capacities.

The customer support is over-the-top, amazing, above-and-beyond helpful. These are not clichés, they should be taken literally. Turing's Craft has used HelpScout for years, but now we are transitioning from a for-profit company with a fee-based service to a non-profit that will be funded by grants. Until we get the grants, we had to drop the HelpScout service-- and even though we were dropping them, they gave us tremendous help in ways that they were totally not obliged to do. So that is a real measure, don't you think? Going out of your way to help a customer that is leaving. And this has been consistent with their approach through the many years we've used them. OK that's the customer support-- the rest is all good but you can see that through their demos and trials.

Absolutely nothing, that is there is nothing that I dislike about their service. Sorry. I should be able to think of something. But I can't.

Any and all support requests went through HelpScout. The API allowed logged-in customers to seek help and along with their words we would get all sorts of details their account, their usage and their situation which made resolution of problems very quick. And of course they could fill in a help-form outside our app. Everything was smooth, the interface made it easy to categorize and classify requests and manage who in the company would field them.

I'm a manager if HR and admin teams so HS isn't a daily tool for me. It's very convenient to get notifications to my email about new tickets or notes from my team members.

I would say mobile interface and user friendliness should be improved. Every time I have to use HS on my phone I struggle a lot. Reporting (email) isn't familiar with public holidays in my country so SLA aren't accurate enough.

If you're looking for internal customer support tool - help scout is a good option.

People and business problems. They are typical HR or Admin questions like how to get certificate, document, laptop issues. Problems are repetitive so search function is really helpful.

I like that it's very simple to use. Nothing too complicated. Like what you need is what you'll get. Some customer support communication tools/software have a lot of features that we rarely use in our day to day job. And most of them, are just all over the interface which can be too overwhelming for new users. But Help Scout is not one of these tools. It's just very easy to the eyes and not too overwhelming. You just see your inbox - and the different email categories (unassigned, mine, drafts, etc.). The design is so simple and clean.

Nothing. I just love how very straightforward it is and just serve its very purpose.

The ease of use. I believe that in my profession as a support specialist, it's a big help that the tools we use to communicate with our customers are very easy to understand and use. It shouldn't be too complicated and should be true to its purpose. Since Help Scout is very easy to use and the design is very clean, straightforward and very functional, it really helped me to do my day to day tasks with ease.

Live chat option reduces the client query TAT

Cannot download CSV file after filtering the emails with tags

Helps in managing all tickets in a streamlined manner.

Can view the analytics of monthly chats/emails/calls done.