Help Scout Reviews & Product Details - Page 13

HelpScout provides our company with a secure email system to direct all inquiries for the entire team to have access to. Customer issues are addressed in a timely manner as emails are open for everyone not stuck in one person's inbox. Would recommend this software to any company with more than one employee working on the same or similar tasks. Review collected by and hosted on G2.com.

So far not really anything to dislike. If I had to choose, I would say searching is not my forte. Review collected by and hosted on G2.com.

Easy to use, feels more like a conversation, and it doesn't make the client feel like they are in a ticketing system. We love in-app support and knowledge base features. Review collected by and hosted on G2.com.

We wish we could secure the knowledge base website for only our application users so it was not public for everyone to see. Other than that, the app works great. Review collected by and hosted on G2.com.

Help Scout allows our IT team to collaborate on tickets while also helping us balance our workload. The documentation system is really great; commenting and notes are essential. Overall very happy with Help Scout. Review collected by and hosted on G2.com.

The reports tab could use an overhaul. It would be nice to generate reports on how many tickets each IT staff member cleared out over time. The spam functionality has never been utilized by us either. Review collected by and hosted on G2.com.

As a content manager, I use HelpScout every day to field incoming guest post and linkbuilding requests for our five blogs. I love how easy it is to keep track of ongoing conversations and flag spammy inquiries so I don't have to keep dealing with them. Ain't nobody got time for that! Review collected by and hosted on G2.com.

The only thing I don't like is how the interface automatically redirects me to a different ticket once I've responded to a ticket. It would be nice if I could just stay on the same page. Review collected by and hosted on G2.com.

We only used Helpscout for a short time and I wasn't really fond of it. It felt really difficult to use Review collected by and hosted on G2.com.

None of my contacts came over so I spent a lot of time going back to my old email program to bring contacts over Review collected by and hosted on G2.com.

Design, UI, and UX are stunning, the workflow is greater and the best part is the integration you can even add your code. Review collected by and hosted on G2.com.

I do not like that they start free for 3 mailboxes after 2 years they just stop the free you have to bay insane money of 20$ for each user, it's a bad move for me so I switch to DoneDone it has all that I need. Review collected by and hosted on G2.com.

Stable interface with very helpful support and documentation. The reports are an added advantage that helps get a better view of the agent's progress. The Chat beacon is helpful with beacons.

They have also provided APIs for any custom integration. And on top of it the powerful workflows help manage tickets and folders in a better manner. Review collected by and hosted on G2.com.

There's nothing as such that can be disliked. Just the numbers get a bit confusing on different sections like All Channels, Emails, and individual reports. Review collected by and hosted on G2.com.

The Quick Replies are very useful and easy to set up. Editing them is also easy and the reports are very useful. Review collected by and hosted on G2.com.

I have not found any features that are lacking or difficult to use. Review collected by and hosted on G2.com.

The user-friendly software makes it easy to learn and understand. Review collected by and hosted on G2.com.

It lags, and could have more use in where you direct your e-mails so you're not wasting time answering uncessacary e-mails. Review collected by and hosted on G2.com.

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.