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

Easy to use and wonderful support team

What do you like best? We chose Help Scout after researching a few other products: GrooveHQ and Zendesk. The ease of use, reporting options, price, and customer support provided during the trial period won us over. What do you dislike? While their workflows are easy to use and provide a lot of functionality, there are a few functions that I feel are missing. Nothing that was a deal breaker, only nice to haves to reduce some manual work and improve notifications. What problems are ...

Excellent Tool to Share the Load

What do you like best? There are many features I like but I think being able to see when someone is already reading an email or replying to an email helps us from doubling efforts. What do you dislike? Our company works out of several Help Scout boxes, for a very long time we were unable to CC multiple Helpscout boxes you could only send an email to one box at time. This was recently fixed, which was awesome! What problems are you solving with the product? What benefits have you ...

Automatons make things easier

What do you like best? This app is very good for team collaboration for help desk support. It is easy to sort incoming tickets from different departments and the automatic actions help filter tickets where they need to go. Aside from that the automatic and canned replies make it easy to get information out fast to the user so that they experience minimal downtime. What do you dislike? Some of the statistics are confusing and don't provide the information I would like to see at a ...

Help Scout, New CRM

What do you like best? I like that it is Consumer "centric", feedback ability is awesome after every response, we can identify issues if we get a bad review What do you dislike? I don't like that it auto-opens a case once you are done with a previous, allow me to choose which case I want to work on next rather than opening another from the queue What problems are you solving with the product? What benefits have you realized? customer support related issues for a tech co, ...

Great Starter Customer Support Portal

What do you like best? HelpScout has a great UI. The ticket viewing and their Dashboard is self-navigating. Ticket statuses are common across different platforms but the Escalation process is very transparent in HelpScout What do you dislike? Reporting. I tried to generate a few reports in the past and failed utterly. Unsure if the reporting has improved now with HelpScout What problems are you solving with the product? What benefits have you realized? HelpScout was the only ...

Great, thoughtful features

What do you like best? Ability to divide my department up by duty, and have tasks automatically assigned based on the inbox they come into while giving all employees access to multiple inboxes. What do you dislike? I wish you could change the recipient of a conversation response, such as when another department has forwarded an email that was sent to the wrong inbox. Recommendations to others considering the product: Consider how necessary live chat really is. What problems ...

A lightweight tool to support customers

What do you like best? I've used help scout to completely overhaul a customer support traffic. It increased our educational video usage and decreased support tickets. The interface is easy to navigate and is intuitive. As someone customer-facing, having all of my customer details in front of me is very important, and I value how well Help Scout does with pulling in contact info, pictures, and info about the person I'm helping. What do you dislike? We were not utilizing everything Help ...

HelpScout helps out!

What do you like best? Shared inbox for client support that allows for both individual assignment and group approaches.Cute messages for a clean inbox and helpful tools for annotation and marking issue status. What do you dislike? System doesn't retrieve forwarded content. Have to go into outlook for this information. Also, there is no personal stat readout. Recommendations to others considering the product: Keep a personal outlook account and move your team to helpscout. ...

It works... I guess

What do you like best? The GUI is very simple to use and SSO is nice. This isn't a bad tool for very small IT departments and it's a great way for someone new to IT to learn how to ticket. I will have to applaud them on a decent mobile app. What do you dislike? There is a noticeable lack of power. Out of all the ticketing services I've used, I liked this the least. Reassigning tickets seemed to be much more cumbersome than needed. Recommendations to others considering the product: ...

So easy

What do you like best? User friendly, accessible on mobile, app is easy to use What do you dislike? Can’t forward emails through the mobile app What problems are you solving with the product? What benefits have you realized? Customer service email queue