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. ...

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 ...

Powerful help desk application

What do you like best? Help Scout allows you to quickly answer multiple tickets at once. It is a very powerful tool that helps you keep your business in order What do you dislike? There was nothing to dislike. All functions were useful Recommendations to others considering the product: If you want a powerful, intuitive tool, try Help Scout. What problems are you solving with the product? What benefits have you realized? Help Scout is useful in solving many issues in bulk, ...

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 ...

Awesome ticket managing tool!

What do you like best? Easy and user friendly interface. Clean GUI What do you dislike? Formatting can be improved. Merged tickets should be unmerged when needed. What problems are you solving with the product? What benefits have you realized? Ticket management

Awesome helpdesk with a lot of integrations

What do you like best? Helpscout is easy to use and user friendly. As a new intake trainer, helpscout is easy to explain to new intakes. One of the great thing I like the most is that it doesn't take too much memory on my computer, so if I open some tabs, it's not going to freeze. What do you dislike? No inside tab so it's hard to jump from one ticket to another. Also it'd be great if we can customize our search for past tickets What problems are you solving with the product? What ...

Great tool for communication management from clients within a department

What do you like best? I like that my entire department can see incoming emails and handle them if I am away or unavailable. It is pivotal that our clients are not waiting unnecessarily, and this allows us to communicate back quickly and efficiently. What do you dislike? I don't like that you can't change a subject line, especially as communication changes, it's nice to be able to update that. Recommendations to others considering the product: Allow users to update subject ...

Help Scout Review

What do you like best? User friendly All the service calls in one place Ticketing system very easy to use, and assign it What do you dislike? Cost can get expensive Other than that I have no other issues with it. Recommendations to others considering the product: Highly responsive team eager to help out with any issues our customers might need help with What problems are you solving with the product? What benefits have you realized? To help our customers with ...

Review for Help Scout

What do you like best? I have a more organized email system now with my team and feel like that have helped productivity. Better customer service for our clients and communication in our teams day to day status reports. What do you dislike? Me and my team have not been able to send multiple contacts in the emails we have to CC each one which is time consuming and delays us with some tasks Also support tickets issue and help beacon problems and no workflow able to be used thru that ...

Probably the best help desk product i have used

What do you like best? I really liked the user interface of HelpScout. It's well built and a well designed product with high focus on user experience. What do you dislike? I did not have any dislikes necessarily. I was in the their free version for over 2 years until they retried the free tier and moved fully paid. What problems are you solving with the product? What benefits have you realized? We were using HelpScout for the managing customer success for an eCommerce marketplace.