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Help Scout

Help Scout

Reviews from AWS customer

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External reviews

388 reviews
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External reviews are not included in the AWS star rating for the product.

    Internet

Help Scout has may great features

  • July 17, 2018
  • Review provided by G2

What do you like best about the product?
I love the saved replies as well as the workflows. These two options make responding to tickets/emails very easy and consistent. I do like the ability to assign someone else a task or ticket as well. However, these options are also include in most if not all other similar programs.
What do you dislike about the product?
I think the design is something I had to get used to. It may have just been something I was not used to as we were testing multiple options for a help desk system. Another thing that has been a headache is using the workflows and making sure that specific tickets/emails are closed. I have noticed that without closing these, the workflow may automate a task that doesn't need to be automated. It is definitely something the user has to do, but makes it tedious to work with.
What problems is the product solving and how is that benefiting you?
We have solved all ticketing issues. Before we were using only Outlook and chat options to take care of most tasks. We really needed a complete system. We have realized that there are far more things we can do with this type of product. It has increased our productivity in the short time we have used it.
Recommendations to others considering the product:
I would recommend making workflows a little bit easier to work with. Like stated before, I feel that this should make things easier and more automated. However, some tasks have had us paying more attention to details we weren't expecting to watch.

    Gabriella S.

HelpScout Review

  • July 16, 2018
  • Review provided by G2

What do you like best about the product?
I like the help center feature of HelpScout. My computer uses this for our Support Help Center, and many of our customers visit this page for assistance. I love the ability to format the support page to our liking (our branding engineer did the whole design, and we were able to apply it to HelpScout's content). We use HelpScout so much for adding new articles, having other employees edit articles by logging into the system, and receiving feedback on the articles.
What do you dislike about the product?
One of the elements of HelpScout that I think could be improved, is when you are sending a message, the custom fields appear below the message that you are typing. We use a lot of fields to categorize our tickets, so with all of the fields below a reply, we cannot see the user's original message to us. I wish that the fields were moveable so that we could see the user's original response, and reply directly to that. Instead, we have to scroll down to read their message, scroll up to type our response, and repeat as necessary, which really interrupts the workflow of ticket response.
What problems is the product solving and how is that benefiting you?
We use HelpScout for ticketing and for our Help Center. We have realized that HelpScout can help well with both, and for a fairly reasonable price in comparison to other systems.
Recommendations to others considering the product:
If you are thinking about Help Scout for your company, definitely keep in mind that they are continually working to improve their product, which is great. Even if it does not do everything you need it to right now, they continually work with customers to get the features they need.

    Writing and Editing

Less expensive option for customer ticketing system

  • July 13, 2018
  • Review provided by G2

What do you like best about the product?
I like that the price is affordable - I really don't think you'll find a better bang for your buck. Also, the support team is very friendly and accommodating.
What do you dislike about the product?
The live chat feature isn't live yet. The workflows/actions aren't built into the saved responses. You can't initiate a manual workflow on a new ticket (I have no idea why that's even a thing.) No way to simply bulk upload your existing client database. No triggers to pop up your chat based on your customer's onpage actions. Many features are "in the pipeline" but not necessarily road-mapped as of yet. Doesn't have the feature that Zendesk chat does where it shows you all your clients who are online, where they are from and other useful data.
What problems is the product solving and how is that benefiting you?
Organizing all client interactions into one place.
Recommendations to others considering the product:
Consider which features are most important to you before deciding on a ticketing system.

    Kelli W.

Simple to Use Email Ticketing

  • July 06, 2018
  • Review provided by G2

What do you like best about the product?
I like the happiness report and the ability to send easy review opportunities to clients
What do you dislike about the product?
I would like more integration abilities.
What problems is the product solving and how is that benefiting you?
Full team visibility into emails coming into the system. No more hoping communication is happening in personal email boxes.

    Akesh J.

It's good and handy

  • June 27, 2018
  • Review provided by G2

What do you like best about the product?
It is helpful for us and handy to use even if we are working on our phones.

Like the simplicity and the features that they have.
What do you dislike about the product?
There is nothing as such for now, all the things are useful for us.
What problems is the product solving and how is that benefiting you?
This helps us to resolve the cases and keep an update of them in an easy manner and also helping in the help documentation of our service.
Recommendations to others considering the product:
You can use this if you wish to handle the client requests in a proper manner.

    Computer Software

Best Customer Service Software around for high volume business

  • June 25, 2018
  • Review provided by G2

What do you like best about the product?
Helpscout is great for many reasons:
+You can see how many customers need help at a glance.
With the inboxes on the side bar you can see how many customers have not received a response, how many need to have an additional response, closed tickets, and your personal inbox of customers you have served.
+if you are going to be out of the office you can send your incoming tickets to the queue.
This will send any tickets you have responded to back to the main inbox while you are away.
+notes and sending to other people.
Being able to add notes and assign the ticket to other people in your organization makes life easy and customers happy for quick responses.
What do you dislike about the product?
The only thing I have found to be an inconvenience with HelpScout is when you have written a note to another party, assigned it, and the customer writes back. When they write back it takes the note out of the assigned inbox and back to the person who sent it over. It would be better if there was a note in the corner placing it in both inboxes and if one of the 2 people respond it leaves both inboxes.
What problems is the product solving and how is that benefiting you?
Response times are a huge thing in this day and age. The ability to quickly see what needs to be done so that your team can knock it out quickly is the reason we use HelpScout.

    Consumer Goods

Decent system, not always logical

  • June 23, 2018
  • Review provided by G2

What do you like best about the product?
Tagging emails is great so you can see where you're going and what needs done and when. The more feature is similarly useful, especially with multiple users.
What do you dislike about the product?
Assigning emails gets tricky as well as trying to upload documents or premenant links. Unable to attatch videos directly
What problems is the product solving and how is that benefiting you?
Able to check off emails once they're done.

    Financial Services

managing emails and helping customers

  • May 08, 2018
  • Review provided by G2

What do you like best about the product?
I like that it orders based on when we recieved the message regardless of our response, so we can see what still is not getting resolved in a timely way
What do you dislike about the product?
I have no qualms, I enjoy using it and think its an easy way to keep track of emails
What problems is the product solving and how is that benefiting you?
helping customers understand our product, helping take actions on thier accounts, funding and info

    Marketing and Advertising

Great

  • May 06, 2018
  • Review provided by G2

What do you like best about the product?
It helps me with sorting all of my business emails.
What do you dislike about the product?
There is nothing I dislike, it is a big help.
What problems is the product solving and how is that benefiting you?
It keeps everything together.

    Meghan L.

Good for managing customer cases

  • May 03, 2018
  • Review provided by G2

What do you like best about the product?
Searching for cases is very easy (use user name or company).
What do you dislike about the product?
Sometimes, full email threads do not come through.
What problems is the product solving and how is that benefiting you?
Managing customer service and serving the needs of users who are both handling and monitoring cases.

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