Help Scout
Help ScoutReviews from AWS customer
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Great Team Inbox
What do you like best about the product?
Easy to assign messages to different team member, business hour reporting, ability to see history, and easy to set up different "rules"
What do you dislike about the product?
When you assign an email or message to yourself it automatically opens and take you to the next unassigned message in the inbox instead of keeping you in the message you assigned to yourself. Wish that would change.
What problems is the product solving and how is that benefiting you?
We have our overflow messages come in to a main inbox and it helps us to make sure we are not doubling up and that customers are being responded to in a timely manor.
Recommendations to others considering the product:
Really great program, It can do a heck of a lot more than we use it for so definitely take a look!
Filled with bugs and arrogant support only answering with pre-defined emails.
What do you like best about the product?
The way their features are easy to use and they keep their design minimal.
What do you dislike about the product?
- Filled with bugs so often emails are sent to the wrong email/customer.
- Support hardly reads your question but only respond with pre-defined reply.
- They keep changing pricing often
- They shift responsibility a lot. (ios app bugs: its apple's fault. Problem with notification: its Safari's responsibility. Problems with receiving email: Gmails to blame).
- Support hardly reads your question but only respond with pre-defined reply.
- They keep changing pricing often
- They shift responsibility a lot. (ios app bugs: its apple's fault. Problem with notification: its Safari's responsibility. Problems with receiving email: Gmails to blame).
What problems is the product solving and how is that benefiting you?
Customer communication
Recommendations to others considering the product:
Dont, Stay away from this company!
HelpScout for Start-Ups
What do you like best about the product?
I like the documentation feature. We are able to host our help documentation within our application using some key integrations. It's very self service and convenient for SaaS customers.
What do you dislike about the product?
The only thing I dislike about HelpScout is ticket grouping tickets is a bit inflexible. I would like to create more specific groupings to drill down more minutely. There could also be some improvements in analytics all around.
What problems is the product solving and how is that benefiting you?
HelpScout allows us to communicate to our customer base across multiple touch points. The integrations are great, we're able to alert our Google inboxes when new cases come in and are able to engage across the full customer lifecycle.
Recommendations to others considering the product:
This product has worked really well for our small business. I am not sure what scale looks like, so please review enterprise company reviews to make additional purchasing/evaluation decisions.
Pretty Good
What do you like best about the product?
Easy communication between our support team and our clients. No issues with organizing responses.
What do you dislike about the product?
We have a consistent issue with FreshDesk where attachments do not get included from clients or from our staff, which means we have some extra back and forth.
What problems is the product solving and how is that benefiting you?
We have used other help software in the past for our support team, and this has been a very easy transition. Everyone on our team likes it better than other support platforms we have used before.
Easy to use and wonderful support team
What do you like best about the product?
We chose Help Scout after researching a few other products: GrooveHQ and Zendesk. The ease of use, reporting options, price, and customer support provided during the trial period won us over.
What do you dislike about the product?
While their workflows are easy to use and provide a lot of functionality, there are a few functions that I feel are missing. Nothing that was a deal breaker, only nice to haves to reduce some manual work and improve notifications.
What problems is the product solving and how is that benefiting you?
Providing email support to our large user base, tracking metrics for support volume and quality, external and internal knowledge bases.
Excellent Tool to Share the Load
What do you like best about the product?
There are many features I like but I think being able to see when someone is already reading an email or replying to an email helps us from doubling efforts.
What do you dislike about the product?
Our company works out of several Help Scout boxes, for a very long time we were unable to CC multiple Helpscout boxes you could only send an email to one box at time. This was recently fixed, which was awesome!
What problems is the product solving and how is that benefiting you?
We handle all of our communication through Help Scout. It's an excellent collaborative tool. We have up to 10+ working out of a box at a time. We can jump in and out of various email boxes in order to assist other departments when the workload becomes lopsided.
Great Starter Customer Support Portal
What do you like best about the product?
HelpScout has a great UI. The ticket viewing and their Dashboard is self-navigating. Ticket statuses are common across different platforms but the Escalation process is very transparent in HelpScout
What do you dislike about the product?
Reporting. I tried to generate a few reports in the past and failed utterly. Unsure if the reporting has improved now with HelpScout
What problems is the product solving and how is that benefiting you?
HelpScout was the only Customer facing portal we had at Plivo Inc. We addressed all incoming customer queries which were a combination of Technical and Product knowledge.
Help Scout, New CRM
What do you like best about the product?
I like that it is Consumer "centric", feedback ability is awesome after every response, we can identify issues if we get a bad review
What do you dislike about the product?
I don't like that it auto-opens a case once you are done with a previous, allow me to choose which case I want to work on next rather than opening another from the queue
What problems is the product solving and how is that benefiting you?
customer support related issues for a tech co, benefits are getting good or bad feedback from email response, we can better identify the customer's needs
Automatons make things easier
What do you like best about the product?
This app is very good for team collaboration for help desk support. It is easy to sort incoming tickets from different departments and the automatic actions help filter tickets where they need to go. Aside from that the automatic and canned replies make it easy to get information out fast to the user so that they experience minimal downtime.
What do you dislike about the product?
Some of the statistics are confusing and don't provide the information I would like to see at a moments notice
What problems is the product solving and how is that benefiting you?
Getting Tickets resolved quickly with team collaboration.
It works... I guess
What do you like best about the product?
The GUI is very simple to use and SSO is nice. This isn't a bad tool for very small IT departments and it's a great way for someone new to IT to learn how to ticket. I will have to applaud them on a decent mobile app.
What do you dislike about the product?
There is a noticeable lack of power. Out of all the ticketing services I've used, I liked this the least. Reassigning tickets seemed to be much more cumbersome than needed.
What problems is the product solving and how is that benefiting you?
If you need a ticketing system to track work, this will be fine. If you need something more, I'd look into Zendesk
Recommendations to others considering the product:
I'd probably look into Zendesk first
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