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Help Scout REVIEW

Help Desk Software

12 user reviews
USER SATISFACTION 98%
OUR SCORE 8.9

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

Position of Help Scout in our main categories:

20

Help Scout is one of the top 20 Help Desk Softwareproducts

20

Help Scout is one of the 20
Help Desk Software products


If you are considering Help Scout it could also be a good idea to analyze other subcategories of Best Help Desk Software gathered in our database of SaaS software reviews.Industry-Specific Help Desk Software, Service Desk Software

Every company has its own characteristics, and may require a special Help Desk Software solution that will be designed for their business size, type of customers and staff and even individual industry they cater to. We advise you don't count on locating a perfect services that is going to work for each business no matter what their history is. It may be a good idea to read a few Help Scout reviews first and even then you should pay attention to what the software is supposed to do for your company and your workers. Do you require an easy and straightforward app with only elementary features? Will you really use the advanced functionalities required by experts and large enterprises? Are there any particular features that are especially beneficial for the industry you operate in? If you ask yourself these questions it is going to be much easier to find a reliable app that will match your budget.

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

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.

POSITIVE SOCIAL MENTIONS

229

NEGATIVE SOCIAL MENTIONS

5

Video

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
  • Windows Mobile
Language Support
  • English
Pricing Model
  • Monthly payment
Customer Types
  • Small Business
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • TICKETS

Help Scout User Reviews


Charles 3 months ago
Verified
user



Bryant 3 months ago
Verified
user



Pedro 3 months ago
Verified
user



Francisco 8 months ago
Verified
user


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

User reviews


User reviews in total: 12

9
3
0
0
0

Average Rating:

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The most favorable review

Charles

3 months ago


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.

The least favorable review

Gina

8 months ago


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.

Published 3 months ago
Verified
user
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....



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
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....



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 8 months ago
Verified
user
Help Scout is easy to use and the vendor keeps improving the product. The


What do you think about this review? Great Poor
Published 9 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
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...



What do you think about this review? Great Poor
Published 10 months ago
Verified
user
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...



What do you think about this review? Great Poor

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