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

User friendly platform

What do you like best? I love how simple the layout of the website is. THe layout makes it really easy to navigate and resolve cases in a timely manner. What do you dislike? I wouldn't say there is anything I dislike about the interface but sometimes shortcut keys take me places I don't mean to go on the page. Ie. I am in the middle of typing a draft and inadvertently press a key on the keyboard and I end up back in the dashboard. But I'm certain this is user error. Recommendations ...

The wonders of Helpscout

What do you like best? The very easy features of this application. What do you dislike? Nothing much now. It took some getting used to from using Outlook, but I wouldn't go back. What problems are you solving with the product? What benefits have you realized? Email reply chains, tags and notes.

Ticketing made easy

What do you like best? We can have multiple groups responding in and out of emails seamlessly. The reporting is fantastic and makes my job as a leader easier. What do you dislike? I would like to see busiest time of day simplified by hour instead of by time of day. What problems are you solving with the product? What benefits have you realized? We can pull careful data on handle times to help staffing. Also, we are able to evenly distributed among different team members for fairness.

Great Customer Email Management for Teams!

What do you like best? Saved Replies, Tagging, Workflows, and the ability to create a makeshift internal wiki of docs and procedures our customer care teams and internal support staff can use to help each other and stay on the same page. What do you dislike? None, this is a great program! I have only started using this in the past month and I’m sure the more I get to know it I’ll find some things that need improvement but so far it’s been a great experience and the concept for my team ...

Great Experience

What do you like best? It has made tracking our customer response times so much easier and it’s made coaching/helping our team even better! What do you dislike? So far I have not found anything that I dislike What problems are you solving with the product? What benefits have you realized? Customer response times

Average

What do you like best? The simplicity of Help Scout along with it's ease is the best part. Beacon is interesting, but perhaps a bit constricting to work with. What do you dislike? Ironically, the simplicity of Help Scout is also the worst part. There are not many app integrations, and a lot of their functions are relatively new. They have a mobile app, but there is no chat support on the app. Recommendations to others considering the product: Research all similar softwares out ...

Help Scout it's amazing

What do you like best? My team uses Help Scout as our Customer Support ticketing system. We also currently have our Success Team and Billing department set up with mailboxes. The benefit is that multiple users can work out of a shared inbox, assign conversations, forward to different departments, and leave internal notes on conversations What do you dislike? Knowledge Base. I wish there was more room for customization here. The current setup requires there to be Collections and ...

Help Scout is Trustworthy, Helpful, "It has changed how we do Help Desk

What do you like best? The web interface for the clients is organized and simple to utilize. We use it for our interior IT Help Desk despite the fact that it is truly planned more for outer client help. In any case, that doesn't make a difference it works incredible for us. Our inside clients can undoubtedly simply present a ticket through email or a frame we made on our Intranet.The automated messages are unbelievably useful and make reacting to messages so a lot easier and pass by a lot ...

Average

What do you like best? HIPAA compliance automatically included is a good thing What do you dislike? Integration is very minimal, especially compared to Zendesk What problems are you solving with the product? What benefits have you realized? Ease, not much

I like how Help Scout has been evolving the app