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

The most user friendly customer success solution with an equally great support team.

What do you like best? Very user friendly Simple interface Always adding new features And great support team I always got timely, to the point and actionable support - most importantly in the first replyz What do you dislike? The improvement can be having contacts taggable, with custom fields. But tagging the tickets is a solution they have. What problems are you solving with the product? What benefits have you realized? Sales and customer support.

Excellent software

What do you like best? Easy to use, very interactive and user friendly. The chrome extension is really easy to use as well so its easy to keep track on how many emails are pending. Also the fact that you can assign to certain people makes it easier to track and follow up. The integrations are awesome too. We like to use it for clients emailing questions, comments or concerns. It is an inbox that my team and I share so its better than having clients email us directly and having any ...

Email Marketing and tracking

What do you like best? The searchable options and how user friendly the application is. Without the help guide it is easy to utilize. What do you dislike? Some times within searching if you are using an extra space at the end of an email it will cause the search to find no results. Recommendations to others considering the product: Help Scout is a great email communication and tracking tool. Utilize the search feature to your advantage! What problems are you solving with the ...

It's an okay tool for smaller businesses

What do you like best? I liked being able to see when customers viewed the emails that were sent so you knew if you needed to follow up again or not and I liked that you could solve tickets quickly and assign them to the appropriate place What do you dislike? The reporting was not accurate at all, there were several instances when using this platform where the reports were incorrect Recommendations to others considering the product: Make sure you have proper reporting available ...

A great customer service tool - with some quirks

What do you like best? The UI is excellent and intuitive. It's super easy to see how many tickets are still open, how long they've been open, and who they're assigned to. I also love using the Workflow tagging system. It's a big help with bug reporting when a new update for the mobile app is rolled out, as we can have it automatically sort all tickets by version number. What do you dislike? The reporting system is wildly inaccurate sometimes. For example, let's say a sign-in bug ...

Help Scout is an easy to use support system with multiple integrations.

What do you like best? I love that Help Scout integrates flawlessly with the systems we already use. This sytem is also easy to pick up and start using ASAP. What do you dislike? Support staff is slightly lacking for a support platform. Some questions are never answered/resolved. Recommendations to others considering the product: Take the plunge. Great system. What problems are you solving with the product? What benefits have you realized? We use this as an all in one ...

Decent System

What do you like best? We primarily use the system for both an internal and external knowledge base. It is fairly easy to use and upload articles.. What do you dislike? Finding content can be challenging. The search functionality isn't the best. What problems are you solving with the product? What benefits have you realized? We have been able to share content both internally and externally with employees.

Uninspiring Customer Support

What do you like best? That we can email customers back. That we can have multiple team members and out of office replies. What do you dislike? The UI is so miserable. It's clunky, not pretty to look at, not sleek and I really wish we could have a good gamifying experience so that it's a pleasure to respond to customers. What problems are you solving with the product? What benefits have you realized? Responding to customers.

Great solutions for startup but not for long term.

What do you like best? All in one platform for managing client support, sales and knowledge base. It provides great analysis and employee score.. yet not accurate always. What do you dislike? Lots of bugs present in it like while writing docs its gets error and so also happens with other functions. Yet thanks to the great support team of helpscout who provides instant support. Recommendations to others considering the product: Cost-effective. Great Support What problems ...

A great tool for Customer Success Professionals.

What do you like best? Easy interface, A top level Knowledge-base management, Internal Ticket Assigning, Browser and Desktop Notification, Tags are the key feature I like the best in Help Scout. I must say it's great to manage our users tickets and having online chat is incredible. I do like the notification part which I can get on desktop, on mobile as a reminder and on my personal email. I really love the workflow option which we can setup for our customer support agents for ...