Video Reviews
I like how Help Scout has been evolving the app
Clean powerful software that gets out of the way.
407 Help Scout Reviews
Overall Review Sentiment for Help Scout
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Clean interface
Easy to manage tickets
Great support team Review collected by and hosted on G2.com.
Mobile app could be better
Docs could use an overhaul
Multiple people assigned to a ticket would be nice Review collected by and hosted on G2.com.
The earning curve was nice and low for a CRM.. My agents could pick it up in a matter of days compared to months with others such as Salesforce / Hubspot. The admin ease is also a big plus. Review collected by and hosted on G2.com.
The integrations are okay. Help Scout will try and create various profiles for the same person if they called or email. Then we have to go through and merge them afterward. Merging tickets can also be a bit confusing as it will sometimes change the profile name but the previous email addresses will remain so when you send, things can go to the wrong party. Review collected by and hosted on G2.com.
I love Help Scout's product: using it on our Support Team has been an excellent experience.
Moreover, their own Support Team, blog, and support content has been incredibly useful and valuable, both personally and professionally. You can tell these people care about people! Review collected by and hosted on G2.com.
I can only think of one area that needs improvement. Their "Docs" option—a feature that allows you to create your own support content and nicely mesh it into your company's support experience—seems to be targeted to those who know HTML. You don't *have* to know HTML to use it, but you'll need it if you want to do things like "call-outs" in a support article. (Thankfully, they have their own support content to help you set this up as well—I just wish the process was a bit simpler.) Review collected by and hosted on G2.com.
The fact that you ONLY NEED LIKE 5 LINES OF CODE to set it up!!
Using helpscout was a breeze and I'd recommend this to everyone Review collected by and hosted on G2.com.
Nothing. It was super easy and worked like a charm everytime! Review collected by and hosted on G2.com.
it was easy to use as an administrative team to mainstream the inbox processes and to delegate the workflow by assigning the email to others. Review collected by and hosted on G2.com.
there wasn't anything i didn't like about HelpScout Review collected by and hosted on G2.com.
simple, easy to use. we've been running it for a years and I prefer the interface to zendesk and freshdesk. Review collected by and hosted on G2.com.
slow to implement chatgbt. should be a slam dunk, hope they ship soon. Review collected by and hosted on G2.com.
HelpScout makes it super-easy to handle email support. It does all the basics, like assigning email threads to different people and managing those threads. You can track stats to see which members of your team have helped the most people. I especially like the "merge threads" feature-- users will often send in new emails instead of replying to the previous ones or will send in multiple emails about the same topic. Merging them into one thread helps keep things organized. Review collected by and hosted on G2.com.
This is a minor problem, but spam to our support inbox doesn't always get sorted automatically into the spam folder. HelpScout could benefit from a more modern spam filter. Review collected by and hosted on G2.com.
Very easy to set up and maintain a workflow. As a result, our customers are very happy with the human support and self-service received. Docs are awesome - our team can plan accordingly, write and publish the product documentation in one place. Review collected by and hosted on G2.com.
There's not much I dislike. Even though the mobile app works fine, the UX could be improved in order to navigate easier. I frequently use the mobile app when I'm not at home, so that would be a big plus. Another thing I don't really like is that you can't style the Docs without too much custom code - would be nice to have some templates to choose from. Review collected by and hosted on G2.com.
The complete set of tools that HelpScout offers allows you to organize your customer's emails easily. One of my favorite features is the "Saved Reply" which allows me to write a faster reply with a starter template for common questions. Review collected by and hosted on G2.com.
You need to get used to the editor, and some strange behaviors it has, especially handling the output of lists or formatted code: it adds o removes lines before/after, so you need to save the reply to see how your customer will see the message because your current draft could not be the actual output. Another scenario with the editor is that it has different tools based on the contexts. E.g. in the saved replies screen, it doesn't include the "Add image" tool, other example: when you add a note, you can include code snippets, using the "Insert HTML" tool, but if you need to edit it then, this tool will not be available. Review collected by and hosted on G2.com.
