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

Easy to user

What do you like best? I like how you can divide into different departments. We have a billing, support, and development inbox. What do you dislike? The political messages when you've cleared away your inbox. What problems are you solving with the product? What benefits have you realized? Helping customers with our software or billing issues.

It has changed how we do Help Desk

What do you like best? The web interface for the users is well put together and easy to use. We use it for our internal IT Help Desk even though it is really designed more for external customer help. But that doesn't matter it works great for us. Our internal customers can easily just submit a ticket via email or a form we created on our Intranet. I really love all the workflow options that can control which members of the HD team get notified and when. It is always fast and it is easy ...

Great Team Inbox

What do you like best? Easy to assign messages to different team member, business hour reporting, ability to see history, and easy to set up different "rules" What do you dislike? When you assign an email or message to yourself it automatically opens and take you to the next unassigned message in the inbox instead of keeping you in the message you assigned to yourself. Wish that would change. Recommendations to others considering the product: Really great program, It can do a ...

Clean powerful software that gets out of the way.

Filled with bugs and arrogant support only answering with pre-defined emails.

What do you like best? The way their features are easy to use and they keep their design minimal. What do you dislike? - Filled with bugs so often emails are sent to the wrong email/customer. - Support hardly reads your question but only respond with pre-defined reply. - They keep changing pricing often - They shift responsibility a lot. (ios app bugs: its apple's fault. Problem with notification: its Safari's responsibility. Problems with receiving email: Gmails to blame). ...

HelpScout for Start-Ups

What do you like best? I like the documentation feature. We are able to host our help documentation within our application using some key integrations. It's very self service and convenient for SaaS customers. What do you dislike? The only thing I dislike about HelpScout is ticket grouping tickets is a bit inflexible. I would like to create more specific groupings to drill down more minutely. There could also be some improvements in analytics all around. Recommendations to others ...

Pretty Good

What do you like best? Easy communication between our support team and our clients. No issues with organizing responses. What do you dislike? We have a consistent issue with FreshDesk where attachments do not get included from clients or from our staff, which means we have some extra back and forth. What problems are you solving with the product? What benefits have you realized? We have used other help software in the past for our support team, and this has been a very easy ...

The vendor offers great support

PROS & CONS What are the best aspects of this product? Help Scout offers wonderful customer support as well as community experience. Our company has 80 employees using this software and all of them are constantly connected. Even if I stopped using Help Scout, I would still follow their community and blog. I rate this software 10/10. What aspects are problematic or could work better? System crashes and downtime are a major frustration for us. There have also been bugs that affected us, ...

Essential app for us

PROS & CONS What are the best aspects of this product? There is no doubt that Help Scout’s developers care deeply about providing customer satisfaction. New features such as the dashboard, updates, and integration with Google Apps are really helpful. The admirable thing is the new features are not obstacles, but help to tackle user pain points. What aspects are problematic or could work better? I am looking forward to using the Help Scout mobile app which will enable us to provide ...

We are impressed with Help Scout

PROS & CONS What are the best aspects of this product? We have been using Help Scout for more than six months, and are impressed and satisfied with the app. We are Apple technology consultants and therefore choosy about apps. It was easy to set up Help Scout and we could start using it without any gap in our productivity. We could start helping our clients more effectively with the software. They like the fact that they can use one email to work with all our team members. Our employees ...