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

Very useful for small teams

What do you like best? Very easy to use and user friendly platform. You can send emails and create conversations through the system easily from an intuitive interface. What do you dislike? Not suitable for large support organizations with complex rule requirements. Recommendations to others considering the product: If you are running a large support organization, the features may not be sufficient. However, for a basic setup, the products is the perfect fit. What problems are ...

Easy to Use

What do you like best? Easy to use and navigate. The program is great for new employees and senior employees alike and the metrics is easy to track as well. What do you dislike? At the moment there have been not major issues. I would prefer to set a time for nudges when a ticket has been sitting for too long. What problems are you solving with the product? What benefits have you realized? User inquiries, support escalation and metric tracking. I'm able to help keep my team ...

A simple tool for my Team

What do you like best? I like the simplicity of HelpScout - not too many bells & whistles, but they do keep improving their features. Great way for my Team to collaborate and ensure that communications are assigned to the appropriate Team member. It's also Zapier friendly which allows us to connect it with other tools to enable automation. What do you dislike? I think the workflow options could use a few more choices & perhaps the filters are a bit wonky, but that may also be user ...

No customer need slips through the cracks with Help Scout

What do you like best? I’m not wading through a messy inbox anymore. My emails now feel more like a neat to-do list and I love the feeling of clearing all of them out. Help Scout has seriously made me into a more organized person and I feel like taking care of my clients is easy in a way it wasn't before. My company explored other options last year and the resounding opinion of my entire team is that we did NOT want to lose Help Scout. I don't think this was an aversion to change, but ...

Good Helpdesk Software

What do you like best? Helpscout has an effective template feature with template variables that let common tickets get responded to quickly. It can also be used to enable nontechnical users to easily set up a help center/support wiki. It has an effective escalation/assignment workflow. A ticket can be assigned or closed with a response or note, so good for addressing tickets quickly. It also has a good API that allows significant custom tooling to be built on top of it. What do ...

Easy to use and manage, flows logically and great support if you need it

What do you like best? How simple it is to pick up and teach to new staff members, easy to assign and close emails/tickets and find them again if you need. Easy to segment to the right person and create easy saved replies to use or create into a workflow to clean up your mailboxes more efficiently. What do you dislike? That you can't run workflows based on the information collection through their help beacon. Would be great to use that information to move to the correct mailbox and ...

Critical for business success!

What do you like best? So easy to use, and to customize. We have been able to integrate so many API'S into Helpscout to streamline customer support. What do you dislike? Not all customer support functions (such as away messages) are available to all users. What problems are you solving with the product? What benefits have you realized? All CS team members have access and visibility to assist both contractors and clients. Easy to pass off tasks and communicate notes about client ...

Superb Customer Management Software

What do you like best? Help Scout allows you to assign conversations to specific team members, but everyone can still view the conversation and action it if necessary. Saved Replies and Tags are very helpful for tracking. The Docs site allowed us to easily implement a knowledge base for our users without having to involve our development team. What do you dislike? There's very little to dislike about the product. It meets our needs perfectly. Recommendations to others considering ...

Helpscout review

What do you like best? It makes it easy to responds to emails, customize saved replies, and transfer emails to other inboxes. What do you dislike? It's glitchy sometimes but it ultimately meets our email inbox needs. Recommendations to others considering the product: I would recommend using Helpscout if you have to have multiple inboxes set up for various teams. It's made it easy for us to handle incoming requests and forward them to other inboxes if necessary. What problems ...

Good Service But Needs Updates

What do you like best? I like that help scout makes it easy to assign people to tickets. What do you dislike? Help scout does not have a modern design. Also, whenever reply to an email, Help scout will duplicate that email in my inbox, instead of joining the two email together. What problems are you solving with the product? What benefits have you realized? Our company use help scout to look at bugs. Our internal team will submit a bug ticket if they find a bug. We use help ...