Help ScoutReviews of helpscout.com

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

We've been using Helpscout for several years. It's fine for basic support and constructing Help pages. But it's not cheap if you need to support multiple clients and it relies quite a bit on you doing your own coding to present attractive looking documentation. However, the biggest issue by far is the inability to export data without going to great expense and effort, effectively locking you into their platform. For that reason alone, we cannot recommend it and now regret using it.

The design behind the ticket system is really good, assigning to people, adding notes, creating automatic workflows, etc., so it could be something everyone would love to use. But it is not, and here is why: - It becomes really slow very often. There isn't a week where I can just really focus on my work, as I have to wait sometimes 20-30 minutes for one email or attachment to load in. - Their developers do not support, nor care about actual problems in their code. When you contact their support, these people are not the developers of helpscout, maybe they have some basic knowledge about website development, but not that much. They can only tell you basic debugging ideas, what you have already gone through. Once you finally get to a stage where they realize that there is an actual problem in their code, they are putting it into their to do list, where it might never will be solved. There were issues, where I was contacted years after reporting it, that "yay we solved it". I sent them a recording about a 100kb attachment how slowly gets downloaded from their servers (about 30 minutes, if it gets downloaded at all), so if you are a web developer, you already know that zero codes are involved in this process, it is just pure server speed. And they just couldn't do anything about it, but this speed doesn't only affects attachments, but their entire system. So instead of a smooth experience it is often a struggle to work with them.

Platform works fine, I used it for a year or so with the "Free forever" plan. It would be a 5 stars if it wasn't that the "Free forever" plan at some point became a "sorry we changed our mind it's now 30$/month" plan. I don't mind paying and I understand things can change to pursue a sustainable business model just don't advertise it with "Free forever", that's lying. I moved to a competitor for 5$/month and I get what I need, a simple support ticket inbox.