Help Scout
Help ScoutReviews from AWS customer
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We stopped using Gmail for sales and service
What do you like best about the product?
We have a team of 15 people - across our executive team, sales, support, customer onboarding and engineering - who help our free and paying customers. Help Scout gives us full visibility into every interaction so that we can get specialists quickly up-to-speed on a customer's needs.
What do you dislike about the product?
I wish the automating routing was available in the lower-priced edition. We do a bit of a workaround to route tickets.
What problems is the product solving and how is that benefiting you?
Providing efficient support to our prospects and customers.
Help Scout is Awesome
What do you like best about the product?
Our team can view, follow, comment and respond all on one ticket. It helps to alleviate double work.
What do you dislike about the product?
It gets a little difficult when moving to other teams and forwarding with photos.
What problems is the product solving and how is that benefiting you?
Organization of our teams and tracking of our projects.
Recommendations to others considering the product:
I highly recommend this product.
Great for customer tickets
What do you like best about the product?
Very easy to use and is a great way to manage customer support tickets for support teams.
What do you dislike about the product?
Chat functionality is alright, could be better and be more customizable. We aren't able to change people from having to put in an email address before they start a chat.
What problems is the product solving and how is that benefiting you?
Managing customer support tickets and allowing users to chat with our team on our website and software.
Recommendations to others considering the product:
Definitely try it out as a chat tool and see if you like it. Would recommend it for anyone wanting to manage ticketing.
HelpScout Review
What do you like best about the product?
I like that everyone's mailbox is easy to access. It's especially nice if someone is out of the office and you need to jump in to help someone out.
What do you dislike about the product?
It doesn't always seem to update in real time which can be frustrating. Especially if you're trying to help someone and the email they're trying to send isn't coming through
What problems is the product solving and how is that benefiting you?
We use HelpScout for customer contact. It's literally an essential part of our everyday workflow.
Easy to Use Support Ticket Software
What do you like best about the product?
I like how simple HelpScout is to use. It's powerful without feeling dauting.
What do you dislike about the product?
Workflows only run once. It would be nice if you could set a workflow to run multiple times.
What problems is the product solving and how is that benefiting you?
HelpScout allows you to manage incoming support emails with other team members. The traffic cop feature is very helpful.
Easy. Simple. Stress Free.
What do you like best about the product?
A simple platform for accessing secure emails addressed to the company. Seamless search capabilities when trying to find specific emails.
What do you dislike about the product?
the user interface is kinda blah when it comes to colors. Would not mind an automatic assign system with roles.
What problems is the product solving and how is that benefiting you?
Allows our business to run smoothly and keep everyone in the loop. allows for me to search and review emails designated for a transaction and use for reference to help with the combined workload of my coworkers..
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.
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