Help Scout
Help ScoutReviews from AWS customer
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A solid ticketing system tool for communication via email
What do you like best about the product?
What I like most is the application interface, which is simple and contained within a single window. Unlike other similar applications that have multiple navigation menus and user account menus, everything here is so polished that it looks effortlessly simple.
The labels are aligned at the level of the ticket title, where the visibility is excellent.
The labels are aligned at the level of the ticket title, where the visibility is excellent.
What do you dislike about the product?
Limited capability for a broader ecosystem, for example for calls and chat.
What problems is the product solving and how is that benefiting you?
We use it as an email ticketing system for communication with our customers.
Efficient Email Management with Seamless Integrations
What do you like best about the product?
I use Help Scout to manage email queries and help documents. I appreciate that it brings all my inboxes to one place, and its integration capabilities are incredibly helpful when dealing with multiple inboxes simultaneously. I like the easy-to-use interface and the ability to create and manage help docs without needing deep technical knowledge. I can manage help docs directly from my account, categorize them, edit, and create version history. The AI assistant is also a great feature that can be created and integrated anywhere with just a few clicks. Additionally, the initial setup was very easy.
What do you dislike about the product?
At this moment there is nothing to dislike about Help Scout. All the features are working perfectly.
What problems is the product solving and how is that benefiting you?
I use Help Scout to manage email queries and help documents, bringing all my inboxes into one place with great integration capabilities.
Robust Features but Requires Improved Reliability
What do you like best about the product?
I like Help Scout's wide range of features for my team's support setup. We use chat and email a lot, but it's great that there are also pre-baked automations, saved replies, and beacon messages. Recently, they've launched a bunch of AI features that we use regularly. These aspects help us stay in touch with our customers, understand their journey and experience with our product, and enable us to offer first-class customer support.
What do you dislike about the product?
More customisation would be handy. We have a rather deep integration with our own product, but getting it to work even closer to our customers on a daily basis would be great. They also seem to have regular outages, which is a pain. When there's an outage, we often can't contact our users, and it's detrimental to their trust in our business. Lack of better customisation means we're missing out on business opportunities, like giving people more options to find the right resources.
What problems is the product solving and how is that benefiting you?
I use Help Scout for replying to customers' questions, chatting with them, setting up automations, and providing them with the tools they need to succeed. It helps us have a good understanding of their journey and offer first-class customer support.
Great for Tracking Tickets, but CRM Integration Is Missing
What do you like best about the product?
It is very easy to keep track of incoming tickets
What do you dislike about the product?
it is not integrated in my CRM, I like having easy access to all the history of my clients when I have a ticket
What problems is the product solving and how is that benefiting you?
I have a very complete service hub with my knowledgebase and tickets
User-Friendly Interface, but Reporting Discrepancies and Slow Support
What do you like best about the product?
User Friendly and easy to understand interface
What do you dislike about the product?
Its not great for reports and has a lot of discrepancies. Less Features compared to other platforms and their customer support is too slow.
What problems is the product solving and how is that benefiting you?
Its helping us with conversation managament with clients.
User-Friendly and Reliable—HelpScout Gets the Job Done
What do you like best about the product?
The best thing about HelpScout is how user-friendly it is and how easy it is to navigate between different tabs. HelpScout may look a bit old-school, but it gets the job done, and the UI is quite simple. I’ve been using it for 2 years and have never been disappointed.
What do you dislike about the product?
It should offer more detailed analytics and better filtering options while we review the CSAT.
What problems is the product solving and how is that benefiting you?
HelpScout is our main help desk, where we connect with our clients on a daily basis through email and chat.
Easy Team Management, Instant Updates, and Seamless Integration
What do you like best about the product?
It is very easy to use, and managing teams is also straightforward. Whenever there is an email or chat, we are able to get instant updates, and it’s easy to assign conversations to everyone who is available. It also provides seamless tracking of our CSAT and average handling time. Saved replies are useful, the automated AI is very helpful, and the integration with Jira is seamless. As a customer success team, we can easily respond to client queries.
What do you dislike about the product?
Nothing as of now. We’re pretty much enjoying it so far.
What problems is the product solving and how is that benefiting you?
Whenever any client reaches out, it’s very easy to assign the conversation across the team. The snooze option also helps with following up with the client, and we can schedule messages as well. We can keep the conversation marked as active, pending, or closed to keep track of issues.
Easy to Use, Occasional Lag but Resolved Quickly
What do you like best about the product?
It is quite easy to use. Budget friendly.
What do you dislike about the product?
It lags sometime, but gets resolved instantly.
What problems is the product solving and how is that benefiting you?
This helped me in efficiently manage our chats and emails, shared inbox is something very nice.
Clean, Intuitive Support Inbox That Keeps Customer Conversations Personal
What do you like best about the product?
What I like best about Help Scout is its clean, intuitive interface and the way it keeps customer conversations personal and organized. It makes it easy to collaborate as a team, track conversations across channels, and respond efficiently without losing context. The shared inbox, automation features, and reporting tools help streamline support workflows while still delivering a human, email-like experience for customers.
What do you dislike about the product?
What I dislike about Help Scout is that some advanced features and reporting options are limited unless you move to higher plans. Customization for complex workflows can feel restrictive, and integrations or automations may require additional tools or workarounds. For fast-growing teams, costs can also increase as you add more users.
What problems is the product solving and how is that benefiting you?
Help Scout solves the problem of managing customer support conversations in a way that feels personal and organized. It brings all inquiries from email and other channels into a single shared inbox, so our team can collaborate effectively without losing context or duplicating responses. The ability to automate repetitive tasks, track performance with reporting, and create a self-service knowledge base has improved response times, reduced manual work, and increased customer satisfaction. Overall, it helps us deliver consistent, human-centered support at scale.
Streamlined Cross-Department Communication with Easy Email Assignment
What do you like best about the product?
Help Scout has streamlined the flow of communication among all facets of our organization. It allows for users to easily direct emails from one department to the other with forwarding and assigning features.
What do you dislike about the product?
Seems that there are often issues generating media from messages which can make it hard to see all of the content.
What problems is the product solving and how is that benefiting you?
Help Scout is making it easier for us as an organization to forward and direct mail to the correct teams in an organized manner.
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