Help Scout Reviews & Product Details - Page 3

HelpScout is great for ticketing that allows additional collaborators, making draft emails to customers, and getting quick and easy service to those customers who inquire. The note option is incredibly useful for small teams that need to collaborate or follow up with a customer when the agents may need additional information or assistance. There is a lot of intuitive UI structure in HelpScout and it's easy to get a grasp on using as a new employee. Review collected by and hosted on G2.com.

The reporting is limited for what our needs as a growing company are. Trying to get the reports emailed and importing information to other services can me a challenge. We have had to use several means of documenting and collecting data for our customers based on what they want to hear about and see the data for. As we have continued to grow, our company has had to consider other alternatives because of this issue. There is room for improvement, and it could really make HelpScout a great HelpDesk ticketing application. Review collected by and hosted on G2.com.

The ability to have differenty types of customers/or email topics to be funneled to specific inboxes and teams. Review collected by and hosted on G2.com.

The keyboard shortcuts sometimes block certain actions - I often find when trying to tag that the system thinks I'm using a shortcut & then follows a ticket, not tag. Review collected by and hosted on G2.com.

Helpscout has a pleasing UI that most email management tools lack. It comes with really cool features such as setting up manual/auto workflows that can really impact your work. Review collected by and hosted on G2.com.

Sometimes there are indexing issues with the emails in the list which can cause erroneous data in reports but it's rare. Some new features could also be added such as AI/AGI-aided responses. Review collected by and hosted on G2.com.

I love how easy it is to collaborate with different departments. We can escalate tickets from support to tech and to account managers very easily no noone loses visibility on the ticket. Review collected by and hosted on G2.com.

I realized that the previous conversation on the right side isn't always accurate and just shows random conversations sometimes not linked to the customer. but overall, I love HS Review collected by and hosted on G2.com.

Help Scout offers all the features you want, but doesn't nickle and dime you for it like the bigger names do. (Integrations, custom reporting, Help Desk/FAQ Center, CSAT, etc.) Review collected by and hosted on G2.com.

Once you've been working in other software for a while, it can be slightly challenging to find where everything is. BUT I feel like their terminology is easier to jump into out-of-the-box so the learning curve is not steep. Review collected by and hosted on G2.com.

The beacon is very nice and easy to embed onto your website. That makes it easy to support website visitors and customers in our app. The helps docs system is also nice since it's embedded straight into the help beacon making it easy for the user to get help without going to the help docs. Review collected by and hosted on G2.com.

The customization options for the help docs are fairly limited. It would be nice to be able to add some javascript to customize things more. Also, the beacon has limited customization too. We can make do with what's available, but more flexibility in the customization would be nice. Review collected by and hosted on G2.com.

I love using Help Scout because it makes responding to clients so easy. Being able to customize our frequently used replies with ease is fantastic. And the tags feature is a real lifesaver when it comes to keeping our tickets neatly organized. Review collected by and hosted on G2.com.

It sometimes can get a little glitchy when adding images to replies. Review collected by and hosted on G2.com.

We mostly like how we can be effective handling customer queries collaboratively as a team with the shared inbox. Also like the 'tags' feature. Review collected by and hosted on G2.com.

Actually, no downsides - Help Scout is fantastic for our CS team. Review collected by and hosted on G2.com.

Easy to use and can be implemented quickly. Review collected by and hosted on G2.com.

There is not really anything I dislike. I suppose it might be nice to be able to customize the welcome message a bit more with the most commonly asked questions. Review collected by and hosted on G2.com.

This is an incredible help desk U.I., and absolutely NO ONE beats HS's own customer care approach and attention to detail.

Instead of slapping together a help desk service for the sole sake of offering a product (like some)-- HelpScout is a care desk that has been made by amazing professionals already in the customer care space-- a service BY support teams FOR support teams.

This tool is developed with optimization in mind at every step. It is NOT one of the comms services that sits idle with intermittent bug fixes that are so common to find today, but rather a tool that is constantly being developed and improved with new features that serve current industry needs as they change with the world. A tool that can be brought on to any company scale and proves itself with metric improvements rapidly.

Any new HelpScout end-user will notice the signs of this last point immediately: HS has gathered a team of brilliant, kind, and diverse humans for itself-- and it shows at every step. Review collected by and hosted on G2.com.

Any elements that would fall here are less about big-picture team performance and more about individual customization-- basically into the developer weeds of "this would be amazing to have". (Though consistency has shown that HS constantly finds and implements improvements like that-- already 3 within the year I have used this tool.)

I wish I could say there isn't an immediate and thoughtful response to any support questions. I wish I could say the tool is hard to train, or that they don't have one of Australia's best writers at the helm of their newsletters. Because then HS would be closer to most services. But I cannot. (I have never come across a system that satisfies so wholly-- except several Siemens PLM tools!) Review collected by and hosted on G2.com.