Help ScoutReviews of helpscout.com

The Help Scout platform is one of the most user-friendly interfaces I have encountered in my career. The ability to customize workflows, mailbox settings, and reporting views has increased efficiency and allowed our team to focus on our #1 priority - our customers. While the platform is attractive, my favorite part is the customer service at Help Scout. I could not say enough great things about the care provided by the support team and our incredible account rep, Sewar Nasser. Great customer service is hard to find and Help Scout raises the bar.

Lisa Bradley, our Account Manager, is always extremely helpful. When we've had questions about how to best utilize HelpScout and its many features she has always been prompt about setting up a meeting. Lisa, thanks for all of your help! It's always much appreciated. As for HelpScout, we've had a very positive user experience to date. It's a great tool for ticket management and we're exploring some of the other features such as Beacon and Docs that seem to also be easy to setup and utilize.

We’ve been using HelpScout for the last 7 years and it has been exactly what we were looking for, an alternative option to overpriced enterprise level EMS options. As a tool, HelpScout is flexible, intuitive, and has all the features we need, plus many more we’ve yet to take advantage of. The team is responsive, knowledgeable, and always willing to lend a hand or answer a question. Cannot recommend them enough. HelpScout will not disappoint.

In previous versions they had a usefull WYSIWYG editor, with HTML supported. Changed this to some weird block editor, which does't work at all. We cannot modify our existing articles, so our whole knowledge base is messed up. Their answer is to manually edit every article, even though they messed up.

Good and simple overall product, with some nice handy features out of the box. My biggest gripes: Unless you know a bit about coding your knowledgebase articles are going to look a little bland. I didn't realize this until already "locked in" but if you want to export anything, good luck. Since I can't include URLs, look up helpscout export options and you'll find below: You need to know how to connect to an API to export your documents and ticket history (and on top of that it's rate limited). Don't know how to do that? You're out of luck. Want a customer export (simple CSV)? You have to reach out to support. In this day and age, why can you not provide simple exports? Seems pretty basic at this point in time with technology. Seems more like trying to lock you in. And their new document editing "feature" released recently caused me more headache than it solved: would randomly SILENTLY delete elements on the page, remove bullet points (something had to do with bolded font, can't remember), it was a bit of a nightmare when they released that "feature" my ability to document came to a nervous standstill because I wasn't sure what might get deleted for a few weeks until they resolved it.

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.

Help Scout recently announced a new integration with messenger, which is great news for their users. However, I find it disappointing that this integration is only available for their Pro and Plus plans. In a market where most ticketing and support services offer real-time chat with customers across all plans, it feels unfair to limit such a useful feature to the most expensive tiers. As a customer, I believe that access to real-time chat should be a basic requirement for any support service. It's frustrating to see that Help Scout is putting such a critical feature behind a paywall, and it makes me question their commitment to customer satisfaction. While Help Scout may still be a reliable choice for some businesses, I hope they will reconsider their pricing model and make this integration available to all users. Until then, I will be exploring other options that offer better value for my money

A useless service that doesn't do what it claims