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Help Scout Review

Help Scout
Our score: 8.9 User satisfaction: 98%

What is Help Scout?

Help Scout is a powerful help desk app, highly popular among freelancers, small businesses, and medium-sized enterprises. The platform provides a shared inbox for you and your team, enabling collaboration for support whenever an email or a support requests comes in. At the same time, it eliminates the complexities that usually come with conventional help desk solutions, and makes responding to emails and collaborating with team members smooth and simple.

A solid reason to consider Help Scout for your help desk needs is that it integrates with more apps and business systems than most popular providers, and doesn’t restrict those integrations to enterprise grade users. Its pricing scheme is very flexible and designed to serve companies from various scales and industries, while the company also offers a free plan suitable for small teams and startups. Larger companies are also recommended to start with this team, as it will give them the chance to familiarize with the features before they’ve selected their paid plan.

Overview of Help Scout Benefits

What is so great about Help Scout? Here are some of the main benefits companies experience when working with Help Scout:

The system helps users communicate with clients in an easy and fast manner, providing them with professional and reliable service via multiple different channels. Thanks to it, customers won’t be waiting in lines for hours, or be forced to undergo a frustrating procedure in order to find an agent that can solve their problems. For the first time, they can boost with solid and human support, and in such way recommend your product to new users.

Although there is a short learning curve customers have to surpass, it won’t take them longer than an hour to fully adapt to Help Scout, and maximize what its potential has to offer. From an agent’s perspective, Help Scout is the ideal collaboration hub where they can consult each other on customer requests, using an Internal Note right before they’ve provided a response to the query. This is only one of the many custom actions that can be automated with this system. The built-in and powerful work builder will allow you to customize literally all operations.

To make matters even better, Help Scout makes it possible to create and host rich knowledge bases, where the user can also import data using some of the powerful integrations. At the moment, Help Scout works in harmony with over 20 third-party systems and applications, but the company promises many more in future.

Overview of Help Scout Features

  • Help Desk
  • Reports
  • Docs Knowledge Base
  • Email Integration
  • Security and Reliability

Help Scout Position In Our Categories

Because businesses have special business requirements, it is practical they avoid deciding on an all-in-one, “perfect” software. Having said that, it would be difficult to try to pinpoint such a software system even among recognizable software solutions. The practicable step to do should be to write down the several main aspects that demand investigation like critical features, price terms, skill competence of the employees, organizational size, etc. The second step is, you must do the product research exhaustively. Read some of these Help Scout evaluations and explore each of the solutions in your shortlist more closely. Such all-encompassing research guarantee you drop unfit apps and pay for the one which provides all the tools you require company requires.

Position of Help Scout in our main categories:

TOP 20

Help Scout is one of the top 20 Help Desk Software products

If you are considering Help Scout it may also be a good idea to analyze other subcategories of Help Desk Software collected in our base of B2B software reviews.

Since each enterprise has particular business needs, it is sensible for them to desist from searching for a one-size-fits-all faultless software solution. Needless to say, it would be useless to try to find such a system even among popular software applications. The smart thing to do would be to catalog the various vital elements that need consideration such as key features, budget, skill levels of staff members, company size etc. Then, you should do your groundwork thoroughly. Read some Help Scout Help Desk Software reviews and investigate each of the other solutions in your shortlist in detail. Such in-depth groundwork can make certain you weed out ill-fitting systems and zero in on the app that provides all the features you need for business success.

How Much Does Help Scout Cost?

Help Scout Pricing Plans:

Free Trial

Basic

$12/user per month

Standard

$20/user per month

Plus

$35/user per month

Help Scout offers three SMB and enterprise pricing plans, including a free one intended for startups and small businesses. A 15-day free trial is available for all plans.

Basic – $12/user per month or $8/user per month (billed annually)

  • Up to 10 Users
  • Unlimited messages & storage
  • 1 Mailbox
  • 1 Docs knowledge base
  • Reports (30 days of history)
  • Saved Replies
  • Beacon
  • Following
  • @mentions
  • Outstanding 24×6 Support
  • No Help Scout branding
  • iOS & Android App
  • Two-factor authentication

Standard – $20/user per month or $15/user per month (billed annually)

  • Unlimited Users
  • Unlimited messages & storage
  • 5 Mailboxes
  • 1 Docs knowledge base
  • All Basic features, plus:
  • Workflows
  • Satisfaction Ratings
  • Office Hours
  • 50+ integrations
  • API Access

Plus – $35/user per month or $27/user per month (billed annually)

  • Unlimited Users
  • Unlimited messages & storage
  • Unlimited Mailboxes
  • 3 Docs knowledge base
  • All Standard features, plus:
  • Salesforce Integration
  • Jira Integration
  • HubSpot Integration
  • SAML Single Sign-on
  • Teams
  • Custom fields
  • HIPAA Compliance
  • IP Restrictions

User Satisfaction

Positive Social Media Mentions 229
Negative Social Media Mentions 5

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Help Scout reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Help Scout. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
  • Windows Mobile

Deployment

  • Cloud Hosted

Language Support

  • English

Pricing Model

  • Monthly payment

Customer Types

  • Small Business
  • Medium Business
  • Freelancers

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Score:
Satisfaction:
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90%
8.5
100%
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Help Scout Comparisons

Help Scout user reviews

Wonderful product

Read full review >
Dorothy
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.09.2019 Company Size: 11-50 Employees Industry: Internet

Rocking good software

Read full review >
Margaret
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.09.2019 Company Size: 1-10 Employees Industry: Computer Software

Great product and customer service

Read full review >
Hannah
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.09.2019 Company Size: More than 100 Employees Industry: Internet

The vendor offers great support

Read full review >
Charles
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.09.2018 Company Size: More than 100 Employees Industry: Internet

Essential app for us

Read full review >
Bryant
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.09.2018 Company Size: 11-50 Employees Industry: Venture Capital

What are Help Scout pricing details?

Help Scout Pricing Plans:

Free Trial

Basic

$12/user per month

Standard

$20/user per month

Plus

$35/user per month

Help Scout offers three SMB and enterprise pricing plans, including a free one intended for startups and small businesses. A 15-day free trial is available for all plans.

Basic – $12/user per month or $8/user per month (billed annually)

  • Up to 10 Users
  • Unlimited messages & storage
  • 1 Mailbox
  • 1 Docs knowledge base
  • Reports (30 days of history)
  • Saved Replies
  • Beacon
  • Following
  • @mentions
  • Outstanding 24×6 Support
  • No Help Scout branding
  • iOS & Android App
  • Two-factor authentication

Standard – $20/user per month or $15/user per month (billed annually)

  • Unlimited Users
  • Unlimited messages & storage
  • 5 Mailboxes
  • 1 Docs knowledge base
  • All Basic features, plus:
  • Workflows
  • Satisfaction Ratings
  • Office Hours
  • 50+ integrations
  • API Access

Plus – $35/user per month or $27/user per month (billed annually)

  • Unlimited Users
  • Unlimited messages & storage
  • Unlimited Mailboxes
  • 3 Docs knowledge base
  • All Standard features, plus:
  • Salesforce Integration
  • Jira Integration
  • HubSpot Integration
  • SAML Single Sign-on
  • Teams
  • Custom fields
  • HIPAA Compliance
  • IP Restrictions

What integrations are available for Help Scout?

Help Scout supports integrations with the following business systems and applications:

  • PipelineDeals
  • Pipedrive
  • OnePage CRM
  • Olark Live Chat
  • NiceReply.com
  • Campaign Monitor
  • MixPanel
  • MailChimp
  • Magento
  • Userlike Live Chat
  • KISSmetrics
  • Kato
  • Infusionsoft
  • HipChat
  • Highrise CRM
  • FreshBooks
  • ClickDesk
  • Capsule CRM
  • Constant Contact
  • BigCommerce
  • Campfire
  • Bronto
  • Shopify
  • Snapengage
  • Slack
  • Zapier
  • Talkdesk
  • Customer Thermometer
  • Bitium

Help Scout average rating:

Average score
5/5 (12 user reviews)
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Francisco

PROS: Help Scout is easy to use and the vendor keeps improving the product. The software interface is beautiful and makes it a pleasure to interact with users. The support team is great too. The newsletter is of high quality and the saved replies help to save time, with variables for user data, mailbox, and customer.

CONS: The vendor offers great prices for small companies, but the amount becomes big when I convert it to my country’s currency. I would love to see custom fields offered for customers. At present, the panel style lacks a customization option.

Reviewed 2 years ago

Read full review >

The least favorable review

Christy

PROS: I like Help Scout’s simplicity. The emails seem like they have been sent by a real person and not by a computer. The app works more like an inbox compared to other help desk solutions.

CONS: Help Scout lacks advanced features which means I am not able to use it to upgrade my process. The reporting functionality is basic, for example, the app doesn’t show the difference between tickets waiting on customers and those waiting on your team, so that I can report on SLAs.

Reviewed 2 years ago

Read full review >

More reviews from 12 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Wonderful product

Read full review >
Dorothy
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.09.2019 Company Size: 11-50 Employees Industry: Internet

PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to customers. The software offers useful reports. They could add a feature which reveals the breakdown of each customer with details such as the number of conversations closed for them and which ones.

CONS: The only drawback is we are not able to delete customers. This has resulted in our agents setting up multiple profiles for the same customer. This has made our backend a little messy. We are able to easily change customers, but we would like to have the ability to delete duplicate customer names.

What do you think about this review? Great Poor

Rocking good software

Read full review >
Margaret
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.09.2019 Company Size: 1-10 Employees Industry: Computer Software

PROS: An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this article” which enables me to edit an article directly on the help doc instead of searching for it in different tabs. This feature helped me save plenty of time. Plus, the customer support agents are very responsive to my suggestions. It is fitting that this help desk software vendor offers top notch customer support themselves.

CONS: There are no noticeable drawbacks and I have no complaints about the software.

What do you think about this review? Great Poor

Great product and customer service

Read full review >
Hannah
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.09.2019 Company Size: More than 100 Employees Industry: Internet

PROS: I love the impeccable user interface and it is obvious the vendor cares about how the app looks and works. The software has made our agents more efficient, effective, and happier. The vendor offers prompt and helpful support and they are receptive to our ideas and suggestions. Help Scout is a trusted partner for us.

CONS: We have no complaints as we love the software and the customer support.

What do you think about this review? Great Poor

The vendor offers great support

Read full review >
Charles
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.09.2018 Company Size: More than 100 Employees Industry: Internet

PROS: Help Scout offers wonderful customer support as well as community experience. Our company has 80 employees using this software and all of them are constantly connected. Even if I stopped using Help Scout, I would still follow their community and blog. I rate this software 10/10.

CONS: System crashes and downtime are a major frustration for us. There have also been bugs that affected us, but the support agents have been very helpful and professional in resolving the issues.

What do you think about this review? Great Poor

Essential app for us

Read full review >
Bryant
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 11.09.2018 Company Size: 11-50 Employees Industry: Venture Capital

PROS: There is no doubt that Help Scout’s developers care deeply about providing customer satisfaction. New features such as the dashboard, updates, and integration with Google Apps are really helpful. The admirable thing is the new features are not obstacles, but help to tackle user pain points.

CONS: I am looking forward to using the Help Scout mobile app which will enable us to provide customer support on the fly.

What do you think about this review? Great Poor

We are impressed with Help Scout

Read full review >
Pedro
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.09.2018 Company Size: 1-10 Employees Industry: Information Technology

PROS: We have been using Help Scout for more than six months, and are impressed and satisfied with the app. We are Apple technology consultants and therefore choosy about apps. It was easy to set up Help Scout and we could start using it without any gap in our productivity. We could start helping our clients more effectively with the software. They like the fact that they can use one email to work with all our team members. Our employees also love the app and enjoy sharing notes about emails before responding to clients. I enjoy browsing closed tickets to appreciate the quality work done by my team members.

CONS: We need to peruse the spam filter regularly to ensure no request lands up there. We check the filter daily and so far haven’t faced any issues.

What do you think about this review? Great Poor

Helps to provide great customer support

Read full review >
Gina
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 16.04.2018 Company Size: More than 100 Employees Industry: Internet

PROS: Help Scout helps us manage users’ emails easily. The app is excellent for managing incoming emails and to track the volume our team gets. We use the multi-folder option to divide the emails between teams. The most useful features for us are the knowledge base configuration and the saved reply option. Finally, their support team is outstanding.

CONS: One major drawback is there is a lot of downtime. This prevents us from offering good customer support. Help Scout does communicate the issues to us and takes ownership. Hopefully, they will improve the system to ensure there is less downtime.

What do you think about this review? Great Poor

Easy to use platform

Read full review >
Francisco
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 08.04.2018 Company Size: 1-10 Employees Industry: N/A

PROS: Help Scout is easy to use and the vendor keeps improving the product. The software interface is beautiful and makes it a pleasure to interact with users. The support team is great too. The newsletter is of high quality and the saved replies help to save time, with variables for user data, mailbox, and customer.

CONS: The vendor offers great prices for small companies, but the amount becomes big when I convert it to my country’s currency. I would love to see custom fields offered for customers. At present, the panel style lacks a customization option.

What do you think about this review? Great Poor

Excellent app for customer support

Read full review >
Melanie
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 29.03.2018 Company Size: 11-50 Employees Industry: Computer Software

PROS: Help Scout is easy to set up and use. You simply need to link your email address to get started. You can create tags, workflows, and snippets to collaborate with your team members. The app integrates smoothly with popular software like Google Apps, KISSmetrics, Campaign Monitor, MailChimp, and Slack. You can use reporting tools to track volume, number of replies, and productivity. There is also a documentation feature for knowledge bases. I have been using the software for more than two years and I and my team members love the application.

CONS: Two aspects where there could be improvement are foreign language translation for tickets and more reporting features.

What do you think about this review? Great Poor

Excellent ticketing system

Read full review >
Leonard
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.03.2018 Company Size: 11-50 Employees Industry: Marketing and Advertising

PROS: Help Scout offers a slew of impressive features: My favorite feature is the workflows. The ticketing system is logical, the mailbox allotment is generous, and I like that I can set up one mailbox for customers that can be managed by multiple agents. The software offers good collaboration tools to manage customer expectations and needs.

CONS: There are a couple of drawbacks: The pricing packages are a bit expensive and there have been occasional outages.

What do you think about this review? Great Poor

Helps to keep our customers happy

Read full review >
Mabel
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 03.03.2018 Company Size: More than 100 Employees Industry: Internet

PROS: I like the fact that I can use shortcut keys to respond to people quickly and easily. The email responses we send to customers look like something sent by a friend unlike other help desk solutions that spew out emails that look they were produced by a corporation. The software is so simple and clean, you’d think Apple created it. I like the solution so much I even sent a thank you email to Help Scout’s founder.

CONS: There is no mobile app, but this is compensated by a third party mobile app that fits my needs. It is easier to work with than Gmail.

What do you think about this review? Great Poor

Simple to use software

Read full review >
Christy
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 05.01.2018 Company Size: 11-50 Employees Industry: Information Technology

PROS: I like Help Scout’s simplicity. The emails seem like they have been sent by a real person and not by a computer. The app works more like an inbox compared to other help desk solutions.

CONS: Help Scout lacks advanced features which means I am not able to use it to upgrade my process. The reporting functionality is basic, for example, the app doesn’t show the difference between tickets waiting on customers and those waiting on your team, so that I can report on SLAs.

What do you think about this review? Great Poor
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Reviewed By Louie Andre
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