Help Scout
Help ScoutReviews from AWS customer
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Great solutions for startup but not for long term.
What do you like best about the product?
All in one platform for managing client support, sales and knowledge base. It provides great analysis and employee score.. yet not accurate always.
What do you dislike about the product?
Lots of bugs present in it like while writing docs its gets error and so also happens with other functions. Yet thanks to the great support team of helpscout who provides instant support.
What problems is the product solving and how is that benefiting you?
Client management, website doc maintanance.
Recommendations to others considering the product:
Cost-effective.
Great Support
Great Support
A great tool for Customer Success Professionals.
What do you like best about the product?
Easy interface, A top level Knowledge-base management, Internal Ticket Assigning, Browser and Desktop Notification, Tags are the key feature I like the best in Help Scout. I must say it's great to manage our users tickets and having online chat is incredible.
I do like the notification part which I can get on desktop, on mobile as a reminder and on my personal email.
I really love the workflow option which we can setup for our customer support agents for assigning them relevant tickets.
I do like the notification part which I can get on desktop, on mobile as a reminder and on my personal email.
I really love the workflow option which we can setup for our customer support agents for assigning them relevant tickets.
What do you dislike about the product?
One of the things irritates me is some extension doesn't work or crashes the app. For Example, when you have Grammarly Extension installed, it crashed many times during when you reply to the ticket.
Also, the smart search feature for close tickets would be awesome. Both of the thing I requested to their support team.
Also, the smart search feature for close tickets would be awesome. Both of the thing I requested to their support team.
What problems is the product solving and how is that benefiting you?
Problems I'm resolving:
Ticket Management
Online Chat
Knowledge-base help Docs
Internal communication by adding notes.
Benefits I have realized:
By integrating Help Scout for our users, we raised the happiness Score as well as reduced the number of tickets. The help docs and the way HelpScout allowed us to publish, it helped us in reducing the tickets as most of the answers and help they started getting by reading the docs.
Ticket Management
Online Chat
Knowledge-base help Docs
Internal communication by adding notes.
Benefits I have realized:
By integrating Help Scout for our users, we raised the happiness Score as well as reduced the number of tickets. The help docs and the way HelpScout allowed us to publish, it helped us in reducing the tickets as most of the answers and help they started getting by reading the docs.
Powerful help desk application
What do you like best about the product?
Help Scout allows you to quickly answer multiple tickets at once. It is a very powerful tool that helps you keep your business in order
What do you dislike about the product?
There was nothing to dislike. All functions were useful
What problems is the product solving and how is that benefiting you?
Help Scout is useful in solving many issues in bulk, allowing more time to do other things
Recommendations to others considering the product:
If you want a powerful, intuitive tool, try Help Scout.
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.
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