Help Scout Reviews in January 2025: User Ratings, Pros & Cons

10 Years and counting

We've been using HelpScout for a decade and it's been a pleasure to grow our company alongside the HS team! We originally moved from a shared Google inbox, and love how this software is personable and doesn't make our customers feel like a "ticket" and more of a conversation to serve them.

Love HelpScout!

We love using HelpScout and their support team is super friendly and knowledgeable.

Attractive Platform & Phenomenal Customer Support!

The Help Scout platform is one of the most user-friendly interfaces I have encountered in my career. The ability to customize workflows, mailbox settings, and reporting views has increased efficiency and allowed our team to focus on our #1 priority - our customers. While the platform is attractive, my favorite part is the customer service at Help Scout. I could not say enough great things about the care provided by the support team and our incredible account rep, Sewar Nasser. Great ...

Lisa Bradley-Excellent AM!

Lisa Bradley, our Account Manager, is always extremely helpful. When we've had questions about how to best utilize HelpScout and its many features she has always been prompt about setting up a meeting. Lisa, thanks for all of your help! It's always much appreciated. As for HelpScout, we've had a very positive user experience to date. It's a great tool for ticket management and we're exploring some of the other features such as Beacon and Docs that seem to also be easy to setup and utilize.

Happy Customer for 7+ Years So Far

We’ve been using HelpScout for the last 7 years and it has been exactly what we were looking for, an alternative option to overpriced enterprise level EMS options. As a tool, HelpScout is flexible, intuitive, and has all the features we need, plus many more we’ve yet to take advantage of. The team is responsive, knowledgeable, and always willing to lend a hand or answer a question. Cannot recommend them enough. HelpScout will not disappoint.

"Help Scout has completely changed how we handle support requests and implementations!"

What do you like best about Help Scout? Having worked with Zendesk before, the difference was night and day. Our team enjoys Help Scout because of the ease of use, user-friendly platform, reporting and more!

"My team and I LOVE Help Scout"

What do you like best about Help Scout? We mostly like how we can be effective handling customer queries collaboratively as a team with the shared inbox. Also like the 'tags' feature.

"Lots of easy to use features that speed up your work!"

What do you like best about Help Scout? The Quick Replies are very useful and easy to set up. Editing them is also easy and the reports are very useful. What do you dislike about Help Scout?

"Great email management tool for your company"

What do you like best about Help Scout? Smooth UI/UX, ability to set up automatic and manual workflows What do you dislike about Help Scout?

"Best way to provide support"

What do you like best about Help Scout? Helpscout is the primary platform we use for our clients, most of our clients need knowledgebase for their businesses, also the live chat support. So, we set up a Knowledge base using Helpscout for them, and also enable the live chat option. The main use case is to provide self service support to the users without asking support person, and it is working great so far.