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

Best Help Desk Software!

What do you like best? HelpScout makes it incredibly easy for our team to collaborate and serve our audience in a timely and professional way. Everything from the intuitive interface to keyboard shortcuts, to speedy support, saved replies, and much more, makes this the perfect platform for our non-profit. What do you dislike? We made the switch from FreshDesk to HelpScout three months ago, and we haven't experienced a single downside to the platform. What problems are you solving ...

Fantastic tool to enable effective teams

What do you like best? The product was designed with a specific workflow in mind, and while that may feel restricting to those who need an immense amount of customization, it "just works" if you buy into the philosophy. What do you dislike? I wish there was a better way to view a customer/organization to see the overall health and other parameters that might help understand specific trends in support. There are reports, tags and searches, but they don't give the overview in a way that ...

Wonderful customer support platform with wonderful customer support

What do you like best? We've been with Help Scout for three years and it's great to see how they've developed during that time. Not only have their products improved, but it's great to see their approach to doing business in a meaningful way come more to the forefront over time. A company whose products match our needs exactly and whose values are those of a company we can be proud to partner with. What do you dislike? Nothing at all. Just using up all my required characters here. ...

Help scout enables more effective communication.

What do you like best? It is a platform that allows you to improve the customer experience and personalize it, it is totally suitable for any company, especially those that have a large number of users. It has tools and functions that allow you to make reports in a better way, establish communication between teams, it also provides an integrated knowledge base and a mobile application for iPhone. Its interface is clean and organized, it is easy to navigate and it does not present any type ...

Help Scout is the most human approach to CX

What do you like best? How can you pick? We don't usually review software on this site, but we liked Help Scout so much that we wanted to share. We have tried a lot of different Help Desk apps, and Help Scout is our favorite by far. What do you dislike? They don't have any social media integrations, so you have to roll your own solution for that. If you want to use Beacon, you need to be using their docs solution, which are a little sterile looking compared to our homegrown ...

Help Scout: simple, yet elegant

What do you like best? Help Scout makes teamwork a breeze. It's easy for team members to work together and seamlessly pick up where another has left off. What do you dislike? Complaining about Help Scout is like complaining that you don't like the color of the car you won in a contest: you still won the car! Anytime I've ever had a complaint about Help Scout, they've fixed it in a future update. Recommendations to others considering the product: Don't hesitate to contact Help ...

Help Scout has been an invaluable tool for Essentra to manage emails and live chat.

What do you like best? What I like most about Help Scout is the ease of use. Help Scout is easy to set up and in most cases you can avoid working with your IT team. Help Scout also has a very intuitive interface which makes training your team easy! The Help Scout team got it right! What do you dislike? I really haven't found anything I dislike about Help Scout. Help Scout does everything we need it to do and their team has been great when we do have questions. What problems are you ...

We've been using Helpscout for 5+ years and are huge fans!

What do you like best? We have a team of 15+ staff providing bookkeeping and financial reporting services. Helpscout enables multiple staff working on the same client to collaborate and to respond to clients quickly, which ultimately results in a better customer experience. It also provides management oversight over communication and means that we mitigate the risk of client communication being lost in a staff members' inbox somewhere What do you dislike? We have been happy with ...

Awesome, lightweight Help Desk for growing customer-centric businesses

What do you like best? Help Scout is easy to set up, use, and manage. There are built in features—like Beacon, workflows, custom fields/tags, and reports—that enable you to start building powerful processes for your organization right out of the box. And the content Help Scout puts out is insightful, inspirational, and practical for organizations hoping to build a customer-centric Support organization. Plus (and perhaps unsurprisingly), they have some of the best customer support around! ...

Help Scout Review

What do you like best? The reporting on customers/users is very helpful in determining how to best service our customers and users. What do you dislike? I would like easier options to un-assign tickets when moving emails to a different box. What problems are you solving with the product? What benefits have you realized? Our email management has much improved. The shared platform allows our company to handle emails in a much more organized fashion.