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

Wonderful product

PROS & CONS What are the best aspects of this product? Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to customers. The software offers useful reports. They could add a feature which reveals the breakdown of each customer with details such as the number of conversations closed for them and which ones. What aspects are problematic or could work better? The only drawback is we are not able to delete customers. ...

The vendor offers great support

PROS & CONS What are the best aspects of this product? Help Scout offers wonderful customer support as well as community experience. Our company has 80 employees using this software and all of them are constantly connected. Even if I stopped using Help Scout, I would still follow their community and blog. I rate this software 10/10. What aspects are problematic or could work better? System crashes and downtime are a major frustration for us. There have also been bugs that affected us, ...

Rocking good software

PROS & CONS What are the best aspects of this product? An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this article” which enables me to edit an article directly on the help doc instead of searching for it in different tabs. This feature helped me save plenty of time. Plus, the customer support agents are very responsive to my suggestions. It is fitting that this help desk software vendor offers top notch ...

Great product and customer service

PROS & CONS What are the best aspects of this product? I love the impeccable user interface and it is obvious the vendor cares about how the app looks and works. The software has made our agents more efficient, effective, and happier. The vendor offers prompt and helpful support and they are receptive to our ideas and suggestions. Help Scout is a trusted partner for us. What aspects are problematic or could work better? We have no complaints as we love the software and the customer ...

We are impressed with Help Scout

PROS & CONS What are the best aspects of this product? We have been using Help Scout for more than six months, and are impressed and satisfied with the app. We are Apple technology consultants and therefore choosy about apps. It was easy to set up Help Scout and we could start using it without any gap in our productivity. We could start helping our clients more effectively with the software. They like the fact that they can use one email to work with all our team members. Our employees ...

Helps to provide great customer support

PROS & CONS What are the best aspects of this product? Help Scout helps us manage users’ emails easily. The app is excellent for managing incoming emails and to track the volume our team gets. We use the multi-folder option to divide the emails between teams. The most useful features for us are the knowledge base configuration and the saved reply option. Finally, their support team is outstanding. What aspects are problematic or could work better? One major drawback is there is a lot of ...

Essential app for us

PROS & CONS What are the best aspects of this product? There is no doubt that Help Scout’s developers care deeply about providing customer satisfaction. New features such as the dashboard, updates, and integration with Google Apps are really helpful. The admirable thing is the new features are not obstacles, but help to tackle user pain points. What aspects are problematic or could work better? I am looking forward to using the Help Scout mobile app which will enable us to provide ...

Easy to use platform

PROS & CONS What are the best aspects of this product? Help Scout is easy to use and the vendor keeps improving the product. The software interface is beautiful and makes it a pleasure to interact with users. The support team is great too. The newsletter is of high quality and the saved replies help to save time, with variables for user data, mailbox, and customer. What aspects are problematic or could work better? The vendor offers great prices for small companies, but the amount ...

Always exceeding expectations!

What do you like best? Helpscout is not only a company that consistently surprises us by having a solution to our needs, but they are an inspiration in the way they run their own business. From customer service skills, remote work or even email templates, we gain so much from this relationship. What do you dislike? Android app doesn't yet include helpdesk articles. Wish conversation editor had a few more styling options. Recommendations to others considering the product: If you ...

Professional and deliver a professional job !!

What do you like best? We are bolder and more professional thanks to the contribution of this powerful tool for simplified customer service. This platform is an all-in-one, which helps us balance everything that customers need to be happy. Mailboxes are now kept on the same page, making it easier for staff to manage these emails, using the same automation that serves to move quickly and, at the same time, provide customers with a useful and human experience by understanding their needs ...