Help ScoutReviews of helpscout.com

We're a large business that has used Help Scout for many, many years - but for some reason, they've totally ripped apart what was a perfect and feature-rich WYSIWYG editor for support docs to something lacking most of the features, have made it near impossible to use - for no good reason it seems. It's SO bad that we're now looking for a new host.

A useless service that doesn't do what it claims

We have used this service for a year and unfortunately we are not satisfied. We have lost so many emails, so many of our customers have been annoyed just because of Help Scout's incompetence.

Company has no decent way to export data, other than to write your own script and invoke their API's through the script for every conversation you ever had, and for every note you added to that conversation. And when you do, you have to worry about their API being rate limited. In order to use their API you have to be a coder. I am not sure if this is legal, considering the GDPR legislation. A bulk export through their user interface is what they should offer. Right now its a lock-in into using their services/system.

Unfortunately, since my previous review below, they started the "enshitification" process. They changed prices several times, cost-gated key features, removed loyalty discounts, and are trying to squeeze as much as they can from members. Now in the process of moving away. Original review below: I have tried a few support tools in over 10 years of supporting software and SaaS, and this is hands down the best. We were previously with Intercom who increased our prices massively after we finished integrating everything. Really shady stuff... Helpscout has been great, adding new features usually without extra charges, or for a small extra fee. The core product is fantastic. Simple, clean, efficient. The mobile app works great, live chat works perfectly, the knowledgebase is not just an afterthought and the reports are top-notch. Well done guys and thank you for an awesome product!

I'm sure the FAQ hosting is fine but that's a waste of money when page design is so easy and their design is so rudimentary, it becomes demonstrous when you consider it circumvents your bug reporting and puts a monkey between the user and anyone who can fix anything when it actually does go wrong and is not already in the knowledge base. See FAQs kinda develop from good communication between users and company. What you will find with this company is that its staff are tasked with making it your fault or no ones, I believe this is because they can't understand the problems to relate them. One way or the other they can't relate the issues in ways that your team understand and feature braking errors go unfixed, your product fails because its not working for anyone and people get sick of hearing "It's normal." If its normal for a product to not work by design then then It's a bad product. Do you have an Exit ICO? Ruining some other scam? Maybe this company is for you...

In the past you paid flat price for the service and then they changed the pricing model and charge money for EACH USER now, so you have to pay like 10 times more