Excellent ticketing system

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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

What specific problems in your company were solved by this product?

We needed a tool to manage customer needs and requests, and to collaborate on requests that need interaction with more than one agent. Help Scout fulfills our needs admirably and it offers workflows that help us to automate our processes so that we can reduce interactions in cases where they are not necessary. Our team loves Help Scout as it enables us to provide effective customer support.

Are you a current user of this product?

Yes