Help ScoutReviews of helpscout.com

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.

There's alot of woke messaging that appears which gets tiresome when some basic features don't work like having to close the same message mutiple times as it doesn't disappear.

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.

There is a lot that is great about Helpscout. Their UI, the docs, the ticket system, the Beacon used to provide help to users with an on-page help widget. It's a great product. Their customer service for when something technical actually goes wrong is horrendous. If they have technical issue and you report it, you'll spend at least a week trying to get a resolution because each person that looks at your latest response in the ticket doesn't review the full content of the previous ticket responses, so they start from "zero" each time. Their responses to your messages are blatant attempts to get a response out and move on with their day. Nobody actually knows how to solve the problems and no engineers that actually know what's going on seem to get involved when a tech problem is reported. I used to love this platform. But they've beaten me down with their apathy and inability to take me seriously. When nothing is going wrong it's a very reliable platform and 1 that until now I'd have recommended. I can't any longer.

Good software but experience undermined by constant woke messages when you clear your emails. Just stick to providing great customer support software!