Help Scout Reviews & Product Details - Page 9

search feature. i also like how i can review all the emails and follow the conversation and easily find what i'm searching for Review collected by and hosted on G2.com.

not much, it always seems to be easy to find what I need. Review collected by and hosted on G2.com.

How organized and easy to use Help Scout is. I love the animations you get when you clear your inbox and it has a lot of helpful and useful tools. One of the my favourite features is the help article feature which is great for clients as well as saving me time when helping customers. Review collected by and hosted on G2.com.

Sometimes when I search for a person it doesn't show up even though I know they're in there Review collected by and hosted on G2.com.

It is very easy to structure messages, share them inbetween colleagues and keep track of progress. Also, it always works and if there is an issue, it gets resolved very quickly. Review collected by and hosted on G2.com.

Sometimes, mails that can be viewed within Google Mail, are not displayed in helpscout. Maybe 1 out of 1000 mails, but it happens. Also, it would be nice if spam mails would be moved into the spamfolder instantly. Review collected by and hosted on G2.com.

It was a simple product to use, and was a million times better than having agents manage customer requests in individual inboxes. Their tagging, contact management, and visibility into the queue are all perfectly adequate. Review collected by and hosted on G2.com.

Help Scout does not have the depth of features that I came to depend on in other help desk softwares (like ZenDesk) so I ultimately made the decision to move away from it. But for a company with modest incoming requests I believe this would not be a problem. Review collected by and hosted on G2.com.

Found their onboarding to be very thorough, love their thoughtful emails with tips and articles, and a great, clean software overall. Clearly designed with a good understanding of what is helpful in a real-life customer service department. Review collected by and hosted on G2.com.

No major complaints about this software, so far it's been great. Review collected by and hosted on G2.com.

Their support team is super responsive and goes above and beyond to help whenever we need anything! We don't need a major solution like Zendesk, and 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 truly don't have a bad thing to say about Help Scout! The only issue has been occasional outages, but their communication about them is transparent with quick resolutions. Review collected by and hosted on G2.com.

As a manager, it is easy to see an overview of all conversations going on at any given time, as well as have reporting in regards to metrics like support response times. Review collected by and hosted on G2.com.

Would love better API integration as well as the ability to construct and send email templates using user defined variables. Would also like better signature customization options (custom user-defined fields like preferred pronouns, etc). Review collected by and hosted on G2.com.

What I like most about Helpscout is the customer service feature, we can assign new requests to different colleagues. Through automations, we can even say if it's about certain topics, then it goes to a certain employee. In addition, you can connect HelpScout to WooCommerce, for example, and directly view orders placed by the user. Furthermore, we use Helpscout to pop up pop-ups for specific actions. In addition, Helpscout can also be used to integrate a FAQ section, so if users can't find anything, they can contact support directly. Through tags, we can also see the performance on certain topics. Review collected by and hosted on G2.com.

Unfortunately, there isn't much design flexibility for the pop-ups and support windows, leaving us little to go on in terms of our CI. Setting up workflows and tags is not always intuitive. In addition, when you want to forward mails outside of Helpscout, it's not always clear which mails are actually forwarded now. Whether the whole mail history or just the one mail. Review collected by and hosted on G2.com.

Before Help Scout, I was managing all of our requests inside my inbox. I would forward emails to co-workers for them to help. Now co-workers can log in and grab tickets as they come in, or I can quickly assign them right inside the system. The option to see only tickets assigned to me also removes the overwhelming feeling of a full inbox. We recently started using tags as well, and that has been a game-changer as well. Also, seeing the notes pass right into our Slack channel helps speed up the process and keeps everyone on the same page.

I am looking forward to learning about the other features and implementing them as well.

Thank you for making me and my team more productive. Review collected by and hosted on G2.com.

I have no grips about Help Scout. I think it would be awesome to have training webinars. Disclaimer there may be webinars; I may not have found them yet. Review collected by and hosted on G2.com.

When I log in to Help Scout, I can immediately begin my workday in an organized and stress-free fashion. Its user-friendly interface allows me to get all of my work done in a timely manner. Customer care is of utmost importance to us, and thanks to Help Scout's reliable service, I am able to support all of my customer's needs, whether it be through email, phone calls, or chat. The "Saved Reply" feature is my absolute favorite and has saved me so much time in replying to my customers. Review collected by and hosted on G2.com.

I used to be able to attach photos to my Saved Replies, and now I'm unable to attach any images. Once in a while, It can be a bit slow when searching through past conversations or using keywords. Review collected by and hosted on G2.com.