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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
