Help ScoutReviews of helpscout.com

I tried several times to register on the system, but first they repeatedly failed to send the verification SMS. Then I got "Oops, something went wrong, please contact support" (and the "contact support" link doesn't actually let you contact anyone). I found a contact form on a different page (under "forgot password") and sent a message. They claim to answer within 24 hours, but I heard nothing for two days. I sent another request via the same form, and they miraculously sent an automated email asking: To be able to continue with the signup, can you share a few more details with us? Can you let us know a little bit more about your business and how you're hoping to use Help Scout? What is your business website? Do you have a LinkedIn or Twitter profile? How many team members do you expect will be using Help Scout? Which email hosting service do you currently use for your business? This feels like way too much just to register. I worry they treat their clients however they like, so — no thanks, HelpScout, not this time. It's not worth a week of effort just to see what you offer. Sorry, guys, I won't be coming back.

Managing user touchpoints across diverse digital storefronts requires a customer support desk that adapts directly to real team feedback rather than enforcing static, rigid enterprise workflows. The recent rollout of their upgraded inbox environment is a testament to this alignment—while the initial transition required a slight operational adjustment, it's clear they actively incorporated user suggestions to deliver a highly optimized system for navigating complex client tickets. For my clients relying on streamlined email-first frameworks or centralized knowledge bases, the integration of competitive, per-contact pricing models and accessible workflow tools eliminates significant financial and administrative friction. They continue to prove that a platform can evolve its features sustainably without compromising the core value proposition that small businesses depend on.

We've been using Help Scout for a couple of years at the company I work for. It's a decent platform that is, for the most part, user-friendly. One thing I don't like about Helpscout is that they push their personal liberal agendas! This is NOT necessary, and I would appreciate them NOT doing this. They have a captive audience, and we don't need to be subject to their political agendas. One other issue is that they seem to make random changes that are not necessarily beneficial. It's almost like someone is justifying their job by making changes. It's a good platform, other than the above frustrations.

Cheapest by far in pricing with all the bells and whistles. With HS for 3 years and their new update free AI for all plans, and fees charged per contact is the most fair out there. I hope they keep this progress for the foresee future.

Bombarding our screens with woke and pride messages and flags. They make no sense at all from where I stand, some are disrespectful and totally misplaced.

Je suis très surpris de voir les avis au sujet de Help Scout. Nous utilisons cette solution depuis plusieurs années et nous avons vu l'évolution de la plateforme qui a été obligée de mettre à jour ses fonctionnalités pour conserver ses clients et c'est fait parfaitement. Les fonctionnalités d'IA sont très fiables. L'intégration des réseaux sociaux était très attendue, il manque juste WhatsApp pour que tout soit parfait. Et les plans tarifaires sont les plus bas en comparaison aux autres enseignes (Intercom, Zendesk, Tidio, etc...). Les nouveaux plans permettent d'être facturés sur le volume d'utilisation plutôt que sur le nombre de sièges et c'est la meilleure chose à faire. On paye pour l'utilisation et non pour le nombre d'utilisateurs. En toute objectivité, après avoir testé de nombreux logiciels, Help Scout reste le plus fiable et le plus abordable avec toutes ces fonctionnalités. De plus, l'assistance est très rapide et toujours de bons conseils.

They just announced they are 'upgrading' our plan from 1500 a year to over 7500 a year. So that we can use AI drafts and have 'unlimited seats'.. we have two dedicated support team members, and no reason to use AI drafts because customers hate not talking to an actual person. Good luck to them I guess... we'll have to move on.

Disappointing Interview Experience with Help Scout I had an interview scheduled with Help Scout(Erika Klics) as a software engineer. I joined the meeting 5 minutes early, ensuring I was prepared. However, the interviewer arrived late and barely engaged in any meaningful conversation—just a quick "Hi." Then, without any notice or explanation, they abruptly ended the meeting. This experience left me feeling disrespected and questioning their professionalism. If this is how they treat candidates, I can only imagine how they handle customer support. A company that prides itself on great support should demonstrate the same level of respect and courtesy in all interactions, including hiring. Very disappointing and unprofessional!