HelpScout is a very polished, solid platform, and over the years, I can barely count on my fingers the times I haven't been able to use it due to some downtime or any technical issue. This is quite important, as having a stable and quick support platform is extremely important for me.
There are keyboard shortcuts for a lot of actions inside the platform, which improves productivity a lot.
I frequently use the Beacon, Knowledge Base, and Live Chat features, all exceptionally well done, relatively easy to use and customize - also to integrate, if you have some coding chops. I haven't used the Messages feature yet due to lack of time, so I can't comment on that one.
Their support team is excellent too. Every time I needed them for some reason, they were prompt, resourceful, and polite.
Regarding pricing: it has been surprisingly stable over the years, at least for me. There was only one more significant change I noticed – and it was a good move – where they added a more straightforward plan with new features. Review collected by and hosted on G2.com.
I would like them to improve the “Save replies” feature, especially the pop-up menu accessed via a button in the message editor. It's one of the features I use the most. Any improvement there would directly reduce my daily app usage time.
For example, there is currently no fuzzy search and no way to edit the saved reply using the pop-up menu itself.
So, for example, to fix a typo in a saved reply, I need to perform several steps: exit the editor, load the “Saved Replies” window, find the message, make an edit there and then save it. All this is needed before I can go back to the editor.
I frequently spend a lot of time fixing saved replies after loading them in the editor. It would be awesome to be able to open the saved reply from the editor itself to make edits there or even delete the entry from the pop-up.
I currently have thousands of saved responses distributed in separate mailboxes. Many of them are duplicated or outdated because of these limitations. Because there's no fuzzy search and no central place to edit them all, finding and managing all this content is quite difficult using the web app. Also, there is no way to export or import them in batch, which would ease the management issues.
The mobile app also needs improvements, as it lacks lots of features present in the web app.
These improvements alone would decrease the time it takes to use the app. Review collected by and hosted on G2.com.
Video Reviews
I like how Help Scout has been evolving the app
Clean powerful software that gets out of the way.
406 out of 407 Total Reviews for Help Scout
Overall Review Sentiment for Help Scout
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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. Review collected by and hosted on G2.com.
Helpscout is not the most extensive product. It feels like some reports are limited in the drilldown capacities.
Also being "online" in the chat window is necessary to allow customers to "chat". While I am always available, I do not have the site always open. So our chat is not as much offline as it was. Review collected by and hosted on G2.com.
I use this tool daily to manage our company’s integrated Google inboxes. The clean, well-organized interface keeps distractions to a minimum, making it easy to focus on each task efficiently.
They also offer a weekly newsletter on customer support, which is always an enjoyable read! Review collected by and hosted on G2.com.
The spam folder sometimes indicates active messages, but when opened, it appears empty. This makes me worry that important emails might be missed. Review collected by and hosted on G2.com.
Helpscout has been the cornerstone of our support team for nearly 9 years. We've enjoyed the smooth experience, custom workflows and constant deploymetn of new and useful features. The team is always responsive to our feature requests and more often than not we end up seeing these features added to the experience. Review collected by and hosted on G2.com.
It's a little on the expensive side for us but the value is there - we just carefully watch the number of seats we need month to month. Review collected by and hosted on G2.com.
mail delivery was the faster like google mail. their documentation and blogs are super friendly. Review collected by and hosted on G2.com.
not open source and can't modify features from subscribers end. can't add large size of attachment file. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
Nothing. I just love how very straightforward it is and just serve its very purpose. Review collected by and hosted on G2.com.
Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far. Review collected by and hosted on G2.com.
There is only one knowledgebase template/design is available, it will be great if we have different templates to choose from, also the interface of the platform, mainly the inbox UI can be improved a lot for better experience. Review collected by and hosted on G2.com.
Having worked with Zendesk before, the difference was night and day. Our team enjoys Help Scout because of the ease of use, user-friendly platform, reporting and more! Review collected by and hosted on G2.com.
We have no complaints! Support is always quick to respond and helpful when we need guidance. If we could somehow have an area to separate onboarding/implementation vs. support tickets, that would be helpful. Review collected by and hosted on G2.com.
I feel helpscout is a best tool compared to all other competitors who are still in the learning stage of email management. The number of workspaces, modifications, feature rich tool helps in effective management of all inbound customer emails. Review collected by and hosted on G2.com.
The thin line between switching between auto and manual workflow, which can trigger 1000's of responses to closed emails is a problem, there needs to be a dialog box warning users the result of action while setting up a workflow. Ive triggered 2000 email responses for already closed email just because of 1 toggle switch, which I did not notice until some other person reported. Review collected by and hosted on G2.com.
