Help Scout
Help ScoutReviews from AWS customer
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Helpscout used for IT Help Desk
What do you like best about the product?
I like the how we can manage all the tickets, assign to a user, add internal notes, tags are easily created. Add call logs in the system. Reporting is great to measure how much tickets or issues we resolved. I like the feature of merging tickets if it is the same issue.
What do you dislike about the product?
When a ticket is submitted multiple times separately, with the same subject, it does not show the whole message, some of the messages are lost and not found within helpscout, you would have to go to the actual email to find the whole message.
What problems is the product solving and how is that benefiting you?
Managing support desk and issues within the company. It helps reduce and automate tickets with this software. It provide reports to paint a picture on how the company is doing in regards to help scout.
Recommendations to others considering the product:
Very easy to setup and use, great tool to manage support tickets.
Easy Solution
What do you like best about the product?
I like how simple it is to reassign tickets as needed between users and even mailboxes
What do you dislike about the product?
I dislike how often we see issues with loading tickets and drafts being saved. Also there are some bugs when creating a new ticket that cause the program to freeze.
What problems is the product solving and how is that benefiting you?
Helps us keep all conversations in one spot and allows for future callers to have a better experience when we have easy access to their history
Easy to navigate, takes a bit though
What do you like best about the product?
The video tutorials and overall support, easy to pull metrics
What do you dislike about the product?
it's hard to get organized after utilizing the program for a while, I imagine it's a lot easier up front and intially
What problems is the product solving and how is that benefiting you?
communication organization for support team
Multifunctional, Professional. Collaborative Service
What do you like best about the product?
I enjoy its ability to serve the unique functionalities of our roles. Its easy to search for conversations, to assign and organize to people in the company, and that we have full transparency.
What do you dislike about the product?
I don't like that it does not offer smart text, we have to generate saved replies to get help on repetitive responses.
What problems is the product solving and how is that benefiting you?
Help Scout allows us to communicate externally and still maintain our personal inboxes. Transparency allows us to have optimal flow with conversations and our customers.
Easy to use
What do you like best about the product?
I like how easy it is to use I was able to learn the program with in a week.
What do you dislike about the product?
It tends to crash every once in a while
What problems is the product solving and how is that benefiting you?
Oh a ton.
Fast, easy, customizable help desk for teams of any size
What do you like best about the product?
The ease of use, great UI, and Saved Replies feature make HelpScout great and, dare I say it, fun to use.
What do you dislike about the product?
Nothing, I enjoy everything about HelpScout.
What problems is the product solving and how is that benefiting you?
Customer support with efficiency. Our response times were very low because of this product.
Recommendations to others considering the product:
This is the best system that I’ve ever used to effectively and efficiently response to customer needs.
Helpscout Review from 3 years of use
What do you like best about the product?
Ease of use and intuitive UI with room to add more complexity if that is what you want or need. The
What do you dislike about the product?
I don't have very much I dislike about helpscout other than I wish it would intergrate with some of our other systems more.
What problems is the product solving and how is that benefiting you?
IT support and customer service. It is great at tracking tickets and logging notes for teams.
Very user-friendly and easy!
What do you like best about the product?
Really enjoyed using Help Scout in our Customer Support role - very easy to manage multiple emails from the same customer and keep track of issues. The built in reporting was also very helpful to utilize.
What do you dislike about the product?
We rarely used the Chat Feature, so I cannot say I had much experience with that.
What problems is the product solving and how is that benefiting you?
Customer issues, being efficient in solving customers problems and responding to them in a reasonable time have been the most beneficial.
Help Scout is very helpful
What do you like best about the product?
My favorite part of Help Scout is the saved replies. I work in Customer Service and patients call for the same thing so it is very helpful so I don't have to keep typing up the same email.
What do you dislike about the product?
Luckily, I have not found anything that I dislike about Help Scout yet.
What problems is the product solving and how is that benefiting you?
I use Help Scout as a liaison with the patient and doctor's office. Typically I will send a response that I received from the office or will send itemized statements so it's a great way to communicate without having to call patients since we already have a high call volume.
User friendly platform
What do you like best about the product?
I love how simple the layout of the website is. THe layout makes it really easy to navigate and resolve cases in a timely manner.
What do you dislike about the product?
I wouldn't say there is anything I dislike about the interface but sometimes shortcut keys take me places I don't mean to go on the page. Ie. I am in the middle of typing a draft and inadvertently press a key on the keyboard and I end up back in the dashboard. But I'm certain this is user error.
What problems is the product solving and how is that benefiting you?
Customer inquiries and complaints are the biggest thing we resolve in helpscout. The benefits of the system are the fact that it highlights how long cases have been opened and there are stats for resolution times.
Recommendations to others considering the product:
Truly none, the platform is delightful. My advice? Dont wait!
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