Simple to use software

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

We use Help Scout to provide good support to our customers by working as a remote team. The system is great, but the mobile app needs to be improved and designed for iPad to make things even easier.

Are you a current user of this product?

Yes