Help Scout
Help ScoutReviews from AWS customer
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Awesome ticket managing tool!
What do you like best about the product?
Easy and user friendly interface.
Clean GUI
Clean GUI
What do you dislike about the product?
Formatting can be improved.
Merged tickets should be unmerged when needed.
Merged tickets should be unmerged when needed.
What problems is the product solving and how is that benefiting you?
Ticket management
Awesome helpdesk with a lot of integrations
What do you like best about the product?
Helpscout is easy to use and user friendly. As a new intake trainer, helpscout is easy to explain to new intakes. One of the great thing I like the most is that it doesn't take too much memory on my computer, so if I open some tabs, it's not going to freeze.
What do you dislike about the product?
No inside tab so it's hard to jump from one ticket to another. Also it'd be great if we can customize our search for past tickets
What problems is the product solving and how is that benefiting you?
I like how light helpscout on the memory. I open several helpdesk at a time and some other helpdesks can slow my computer, but not helpscout.
Great tool for communication management from clients within a department
What do you like best about the product?
I like that my entire department can see incoming emails and handle them if I am away or unavailable. It is pivotal that our clients are not waiting unnecessarily, and this allows us to communicate back quickly and efficiently.
What do you dislike about the product?
I don't like that you can't change a subject line, especially as communication changes, it's nice to be able to update that.
What problems is the product solving and how is that benefiting you?
Time response getting back to clients
Recommendations to others considering the product:
Allow users to update subject lines, edit who the email can be replied to, and perhaps add the ability to create a new message from any point within the platform (not just the home screen).
Help Scout Review
What do you like best about the product?
User friendly
All the service calls in one place
Ticketing system very easy to use, and assign it
All the service calls in one place
Ticketing system very easy to use, and assign it
What do you dislike about the product?
Cost can get expensive
Other than that I have no other issues with it.
Other than that I have no other issues with it.
What problems is the product solving and how is that benefiting you?
To help our customers with their needs and solving in a very efficient way their issues
Recommendations to others considering the product:
Highly responsive team eager to help out with any issues our customers might need help with
Review for Help Scout
What do you like best about the product?
I have a more organized email system now with my team and feel like that have helped productivity. Better customer service for our clients and communication in our teams day to day status reports.
What do you dislike about the product?
Me and my team have not been able to send multiple contacts in the emails we have to CC each one which is time consuming and delays us with some tasks
Also support tickets issue and help beacon problems and no workflow able to be used thru that protocol.
Also support tickets issue and help beacon problems and no workflow able to be used thru that protocol.
What problems is the product solving and how is that benefiting you?
Customer feedback ,able to track our team and employee customer support workloads
We just started using Help Scout for ticket tracking and customer feedback.
We just started using Help Scout for ticket tracking and customer feedback.
Recommendations to others considering the product:
Help Scout I was told is working with customers to improve all of the problems I mentioned.
Help Scout is a powerful tool for customer service tickets and help desk support.
Also reasonable price .
Help Scout is a powerful tool for customer service tickets and help desk support.
Also reasonable price .
Very useful for small teams
What do you like best about the product?
Very easy to use and user friendly platform. You can send emails and create conversations through the system easily from an intuitive interface.
What do you dislike about the product?
Not suitable for large support organizations with complex rule requirements.
What problems is the product solving and how is that benefiting you?
We are using Help Scout for our technical help desk for partners. Managing support tickets and conversations as a team saved us from a tremendous work.
Recommendations to others considering the product:
If you are running a large support organization, the features may not be sufficient. However, for a basic setup, the products is the perfect fit.
A simple tool for my Team
What do you like best about the product?
I like the simplicity of HelpScout - not too many bells & whistles, but they do keep improving their features. Great way for my Team to collaborate and ensure that communications are assigned to the appropriate Team member. It's also Zapier friendly which allows us to connect it with other tools to enable automation.
What do you dislike about the product?
I think the workflow options could use a few more choices & perhaps the filters are a bit wonky, but that may also be user errors on our end.
What problems is the product solving and how is that benefiting you?
It's a great ticketing system for our remote teams as well as our main email system for our clients.
Easy to Use
What do you like best about the product?
Easy to use and navigate. The program is great for new employees and senior employees alike and the metrics is easy to track as well.
What do you dislike about the product?
At the moment there have been not major issues. I would prefer to set a time for nudges when a ticket has been sitting for too long.
What problems is the product solving and how is that benefiting you?
User inquiries, support escalation and metric tracking. I'm able to help keep my team accountable and be able to set metrics and KPIs.
Good Helpdesk Software
What do you like best about the product?
Helpscout has an effective template feature with template variables that let common tickets get responded to quickly.
It can also be used to enable nontechnical users to easily set up a help center/support wiki.
It has an effective escalation/assignment workflow. A ticket can be assigned or closed with a response or note, so good for addressing tickets quickly.
It also has a good API that allows significant custom tooling to be built on top of it.
It can also be used to enable nontechnical users to easily set up a help center/support wiki.
It has an effective escalation/assignment workflow. A ticket can be assigned or closed with a response or note, so good for addressing tickets quickly.
It also has a good API that allows significant custom tooling to be built on top of it.
What do you dislike about the product?
A better reminder/followup workflow could be helpful. Escalated tickets have slipped through the cracks on a number of occasions.
It goes to the next ticket immediately after completing one, but some tickets are complex and I would like to not come back to them until later.
It goes to the next ticket immediately after completing one, but some tickets are complex and I would like to not come back to them until later.
What problems is the product solving and how is that benefiting you?
Have used Helpscout to handle 100+ tickets per day with only one full time CS rep. It has been an effective central software for managing our CS efforts.
Recommendations to others considering the product:
Good lightweight helpdesk software for small organizations. Great if you want to build custom integrations.
Easy to use and manage, flows logically and great support if you need it
What do you like best about the product?
How simple it is to pick up and teach to new staff members, easy to assign and close emails/tickets and find them again if you need. Easy to segment to the right person and create easy saved replies to use or create into a workflow to clean up your mailboxes more efficiently.
What do you dislike about the product?
That you can't run workflows based on the information collection through their help beacon. Would be great to use that information to move to the correct mailbox and assign to the right people to get back to customers faster.
What problems is the product solving and how is that benefiting you?
Solving: Customer support for our online training business e.g. password resets, how-to etc.
Benefits: the ease of communication in seeing who is dealing with certain customers (also being able to look at an email without it being marked as read meaning it will stay open until a new status is assigned, can tackle the ones you need to or the 'easy' ones first), being able to quickly find anything else they raised with us in the past, keeping track of how well our respondents are doing by giving customers the chance to give feedback on the responses they receive.
Benefits: the ease of communication in seeing who is dealing with certain customers (also being able to look at an email without it being marked as read meaning it will stay open until a new status is assigned, can tackle the ones you need to or the 'easy' ones first), being able to quickly find anything else they raised with us in the past, keeping track of how well our respondents are doing by giving customers the chance to give feedback on the responses they receive.
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