Help Scout Reviews & Product Details - Page 17

We did a thorough evaluation of alternatives to our previous help desk (Zendesk). Given that our company was primarily relying on emails to offer support and that we required integration to tools such as our CRM and Jira, HelpScout looked like an excellent product for us and had a competitive price. We started with a free trial, and I cannot stress enough how much the HelpScout team has been helpful and easy to communicate with, answering all my questions.

A few months after starting using HelpScout, I can say that it delivered its promises. It is straightforward to set up and use. The UX is excellent, with helpful keyboard shortcuts and workflows to make our team more efficient. HelpScout emails are also a step up for the customer experience, who appreciate the seamless support. Review collected by and hosted on G2.com.

There are just tiny details that could be improved according to me:

- native translation feature for the FAQ section (Docs)

- some limitations in the workflow setup

But we managed to find workarounds with the Help Scout team's help and are glad we managed to discover this great product. Review collected by and hosted on G2.com.

I like how you can create a separate Inbox for different channels like Support, Tech Support, Sales for different emails. This way, you can collaborate with all Agents and assign the tickets. I also like Reports that show the 360-degree performance of my team and individuals. Review collected by and hosted on G2.com.

You cannot manage to reply to social media messages efficiently. I also noticed some glitches in the iOS App. Those are the things I don't like. Review collected by and hosted on G2.com.

The product is great. Very easy to use and the cost is fair compared with many other helpdesks. Review collected by and hosted on G2.com.

It would be good if perhaps we could allow users to have 'view only' access without having to pay a license fee for them. Review collected by and hosted on G2.com.

Ticket thread management; multi-user; documentation library; beacon Review collected by and hosted on G2.com.

notifications could be more independent from the operating system - too easy to miss. Review collected by and hosted on G2.com.

Helpscout is a great tool to provide the best customer service possible to interact with clients while sharing the email with your team. The feedback feature is also quite helpful! Review collected by and hosted on G2.com.

At this moment there isn't much to dislike about helpscout. Review collected by and hosted on G2.com.

Support: Easy to get in contact with real people who are highly technical.

Usage: very easy for new users to get onboarded and navigate the platform quickly. easy enough to customize as well once you learn your own business needs Review collected by and hosted on G2.com.

Feature Updates: We've made several but haven't seen any of them come into the platform yet. Review collected by and hosted on G2.com.

Help Scout is one of the best and clear looking software. Review collected by and hosted on G2.com.

I hate that we cannot merge between two different emails IDs. Review collected by and hosted on G2.com.

I like how all of my coworkers can work together on one email so that our customers can receive the best answer possible. Review collected by and hosted on G2.com.

The only thing I do not like about Help Scout is sometimes emails received within help scout do not come in formatted correctly, but the email will be formatted correctly in other inboxes such as gmail and outlook. Review collected by and hosted on G2.com.

Speed, lightweight feel, keyboard shortcuts, responsive UX, everything necessary is right at hand and not cluttered with extraneous stuff, very friendly and knowledgeable customer service, competitive price. Superior in many ways to Desk.com, which we used until it was terminated. Review collected by and hosted on G2.com.

Lack of a "unified inbox" to see cases assigned to multiple teams across multiple mailboxes (this was almost a deal-killer for us, but we've made do, and the other benefits outweigh this con) and a sense from talking to CS that they aren't super interested in feature requests from end-users. No native integration with social media for CS to support those channels (there are third-party integrations available, but we haven't yet set them up). Review collected by and hosted on G2.com.

Help Scout is easy and has a very natural navigation, tagging a ticket is very easy, as well creating process flows. The best feature I've encountered so far was the integration with Slack - the ability to seamlessly monitor the activity of the various communication channels through the same collaboration tool that our company is using for daily communication is a tremendous help, although I suspect that it will overwhelmingly grow to the point, where we will need to create multiple channels in Slack to accommodate various communication channels in Help Scout. Review collected by and hosted on G2.com.

This is not a typical customer support ticket management application and some of the functionality, when it comes to escalating a ticket is very limited. Although the number of support 3rd party application is constantly growing, I find it still very cumbersome to escalate tickets to development teams, imitating an Agile development environment. One of the major issues I find is the lack of continuity in the Slack integration for chat discussions - the lack of visibility to agent's responses, makes the integration seem almost useless. Review collected by and hosted on G2.com.