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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HelpScout is much more than a shared inbox.
Yes, we went from having 6 Outlook shared inboxes to one centralized place for all customer, vendor, and team communications.
What I like the most:
Collaboration. If there's one thing that HS does best is taking team collaboration to the next level:
- Notes with @mentions
- Automatic workflows
- Shared folders
- Email notifications
- Hubspot integration
Search. Visibility across the entire organization and the ability to search.
For us, the ability to search for tickets across all company inboxes is very powerful.
Custom fields. We leverage custom fields for critical info about the ticket in question. Maybe it's a link to a Salesforce record or the customer's work order.
Easy & Fast Setup. Need website live chat? Need docs?
If you've got 10minutes you could set up both in less than that.
UI. The user interface is stellar. I spend hours working in Helpscout every day and don't go home with a headache. Review collected by and hosted on G2.com.
Not able to link tickets to each other. You can merge tickets easily but for that, you need the main contact email to be the same on the two emails you're merging.
Also would love to see a native integration with Asana. Review collected by and hosted on G2.com.
We really like the statistics on the keywords searched in our online documentation. This allows us to improve our articles and better answer our customers' questions. Review collected by and hosted on G2.com.
The integration with salesforce could be improved. Review collected by and hosted on G2.com.
HelpScout has a lot of great features that I found useful. Such as, seeing whether an email or message had been read by a customer. Also, being able to work with my team and view tickets together. Review collected by and hosted on G2.com.
I just wish the program did all the things. Our company switched to Gorgias since we have employees working from home. Now phone, chat and email is all integrated together in one place. Review collected by and hosted on G2.com.
The ability to add internal notes without having to send multiple emails to your co-workers Review collected by and hosted on G2.com.
The way tickets lose all tags when a case is closed. Finding an old closed ticket is a challenge. Review collected by and hosted on G2.com.
it's easy to integrate, quite simple to use on the day to day and the team behind it are very helpful to it's customers. The startup plan they offer is affordable, specially considering the disparity of currency value between our country and USD. Review collected by and hosted on G2.com.
Wouldn't say it is a dislike, more of a worry. Fee readjustments after our 1st year startup discount grace period is over will hit us hardly as right now our currency is 7x lower than USD, but I presume them to be able to make the adjustments in pricing required by our company. With the disparity between currencies, it can become very expensive to use real soon, depending on the size of your team. Review collected by and hosted on G2.com.
The most thing I liked was their sales team that presented a Demo for us. they care about our needs not just sell what they want! also, I like their clear and simple pricing. you can forecast and plan for your cost. for example, other tools like intercom or HubSpot have very complex pricing and I didn't see sincerity and care in their attitude. Also, I liked the UX of the panel, it was so simple. I just have a problem with features for workflows, I mean proactive human-based support.
Oh also report tab is perfect!! simple and so useful! It makes our performance management so easier for both managers and employees. Review collected by and hosted on G2.com.
as I said in comparison to intercom doesn't have features for proactive and friendly support. and SLA features. and because we're Shopify app developer we need merchandise review for our growth but helpscout have a feature that customer can end the chat. we don't like this feature and we wanted to disable it but we can't Review collected by and hosted on G2.com.
Very quick and easy to navigate. Assignment and tagging help a lot in making sure that everything is being properly managed. The whole interface is very simple. Review collected by and hosted on G2.com.
Just the logo/icon for "reply" kind of looks like "back" but I got used to it. Everything works pretty well. Just the quick button to go back to the tab list would be good. Review collected by and hosted on G2.com.
Help Scout has always helped me receive and send mail from and to multi-company, and always look profissional.
Help Scout is the happy medium of exactly the features we need for our support efforts. I am able to quickly train new team members on how to use Help Scout, and that helps us scale quickly while spending smartly! Review collected by and hosted on G2.com.
I genuinely don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication is transparent with quick resolutions. Review collected by and hosted on G2.com.
The Interface is great. Navigation is easy and clear. I like how the reports are structured. Navigating through MailBoxes is simple and easy and writing documentations using the editor is awesome. Review collected by and hosted on G2.com.
Honestly I think there's nothing I dislike. Although I think I've had some discrepancies with my HelpScout replies. I think there was an update for this that was explained. Everything has been good so far. Review collected by and hosted on G2.com.
