Help Scout for G Suite Reviews & Product Details

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.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Unless you aggregate work streams, it doesn't show multiple users working on the same ticket which can be quite alarming at times. Review collected by and hosted on G2.com.

The option to set templates for standardized responses makes getting through hundreds of emails each day incredibly easy. Review collected by and hosted on G2.com.

So far we haven't seen any downsides, which is nice. The interface is simple, and we really enjoy it. Review collected by and hosted on G2.com.

I now have the ability to provision/deprovision/add and set privileges to my team accessibility to our help desk all from one dashboard. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

If I'm looped into an existing chain at times it can be glitchy, but no major concerns with this! Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Sometimes it is a little delayed but it is rare and manageable. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

I can't think of anything negative to say about Help Scout Review collected by and hosted on G2.com.

A good alternative to manage internal (CRM) mails. Especially for customer support departments. Review collected by and hosted on G2.com.

The program is not solid. It crashed frequently on critical points as send/receiving emails Review collected by and hosted on G2.com.