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

Very Easy To Use

What do you like best? Help Scout makes sending emails from our department super easy! Just login and select my department's mailbox and I'm ready to go. All the emails can be assigned to specific people and prioritized based on urgency. What do you dislike? It could look a little more ascetically pleasing I guess. It's a bit HTML-y but it doesn't really effect the ease of use at all. I just think the fonts and the headers can be less boxy. What problems are you solving with the ...

Great product

What do you like best? Help scout is very simple to use.we do not need to train newbies more than 30 minutes. It has super easy and simple UI Product is very customer focused No overloaded unnecessary features, only those feature that we need What do you dislike? No way to merge several tickets at once You cannot make a note and keep the tickets open you have to re-open it Lack of integrations What problems are you solving with the product? What benefits have you ...

Great Product!

What do you like best? I love that I am able to customize responses, inboxes, and who are "assigned" to what email. I love the color coding as well. What do you dislike? Sometimes it will say someone is on the email with me but they aren't, but that's really not a big issue. Recommendations to others considering the product: Helpscout is great! I definitely recommend it to anyone needing email software. What problems are you solving with the product? What benefits have you ...

Great Correspondence

What do you like best? The navigation with emails is unlike anything I have ever used before. Help Scout meets all of my organization needs and even assigns emails to others using Help Scout if those emails should not be referred back to you. What do you dislike? I have yet to have an issue using Help Scout. It has always been very simple and self-explanatory to use. I create many happy and easy experiences. Recommendations to others considering the product: Make your own ...

Easy to Use Support Software

What do you like best? Everything is super simple to use and there isn't much of a learning curve. What do you dislike? Sometimes the workflows can be a bit confusing to navigate. What problems are you solving with the product? What benefits have you realized? HelpScout helps us answer customer tickets easily and coordinate our responses.

We stopped using Gmail for sales and service

What do you like best? We have a team of 15 people - across our executive team, sales, support, customer onboarding and engineering - who help our free and paying customers. Help Scout gives us full visibility into every interaction so that we can get specialists quickly up-to-speed on a customer's needs. What do you dislike? I wish the automating routing was available in the lower-priced edition. We do a bit of a workaround to route tickets. What problems are you solving with the ...

Help Scout is Awesome

What do you like best? Our team can view, follow, comment and respond all on one ticket. It helps to alleviate double work. What do you dislike? It gets a little difficult when moving to other teams and forwarding with photos. Recommendations to others considering the product: I highly recommend this product. What problems are you solving with the product? What benefits have you realized? Organization of our teams and tracking of our projects.

Great for customer tickets

What do you like best? Very easy to use and is a great way to manage customer support tickets for support teams. What do you dislike? Chat functionality is alright, could be better and be more customizable. We aren't able to change people from having to put in an email address before they start a chat. Recommendations to others considering the product: Definitely try it out as a chat tool and see if you like it. Would recommend it for anyone wanting to manage ticketing. What ...

Fast, easy, customizable help desk for teams of any size

What do you like best? The ease of use, great UI, and Saved Replies feature make HelpScout great and, dare I say it, fun to use. What do you dislike? Nothing, I enjoy everything about HelpScout. Recommendations to others considering the product: This is the best system that I’ve ever used to effectively and efficiently response to customer needs. What problems are you solving with the product? What benefits have you realized? Customer support with efficiency. Our response ...

Helpscout used for IT Help Desk

What do you like best? I like the how we can manage all the tickets, assign to a user, add internal notes, tags are easily created. Add call logs in the system. Reporting is great to measure how much tickets or issues we resolved. I like the feature of merging tickets if it is the same issue. What do you dislike? When a ticket is submitted multiple times separately, with the same subject, it does not show the whole message, some of the messages are lost and not found within helpscout, ...