Help Scout
Help ScoutReviews from AWS customer
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I wish I could manage my personal email in Help Scout
What do you like best about the product?
Help Scout makes it easier for me to do my job. It's simple, personal, and powerful. The keyboard shortcuts have become second nature to me, and I often find myself wanting to use HS commands in Gmail. I really love that way it looks and feels like personal emails for our customers while allowing our team to share a support inbox. Love the fun rewards when you clear the queue.
What do you dislike about the product?
I sometimes miss the more powerful triggers and automations from Zendesk, but I've come to embrace some of the simpler functionality of HS. I really wish you could pin notes to the top of tickets and turn off the email notifications for @mentions. The Android app also seems pretty buggy whenever I try to use it, but it's way better than trying to use HS on a mobile browser. And there was this one time HS deleted our API key because of a credit card payment issue, which really wasn't cool as they didn't inform us they did that so we could rectify it immediately.
What problems is the product solving and how is that benefiting you?
We use Help Scout for all of our customers and vendor communication. We wanted a simple shared inbox and ticketing solution that didn't feel like ticketing.
Recommendations to others considering the product:
Help Scout is awesome for doing support on a small team. It's personal for your customers, and delightful for your team to use. This would be my first recommendation for any team looking for help desk software.
Director of Sales and Support
What do you like best about the product?
It's integration with Slack. It's very easy to use, and we can separate channels by function. Also, love the canned responses and ability to provide attachments to emails.
What do you dislike about the product?
Not much. Very good platform. Love the integrations with other APIs. I wish they had a live chat feature though.
What problems is the product solving and how is that benefiting you?
Email Support for company. Benefits are the ease of use in managing support emails.
Good software for a core email based teams
What do you like best about the product?
Great UI, good interface and great workflow capabilities. + integration with a lot of apps
What do you dislike about the product?
Ability to use auto distribution based on skill, reporting lacking badly, future dating & eta determination by email.
What problems is the product solving and how is that benefiting you?
Good robust self serve / basic email management
Recommendations to others considering the product:
Good for basic startups and has all the tools minus what I've reviewed and mentioned on the points before.
Simple product with tons of functionality
What do you like best about the product?
It's so easy to stay on top of tickets that come in. I don't worry about missing a reply or ever wonder what needs to be done.
What do you dislike about the product?
I wish more options existed for workshops. We would like to add tags based on custom information in tickets.
What problems is the product solving and how is that benefiting you?
The options for passing on notes directly to other users makes communication so much better in our team.
Recommendations to others considering the product:
Give it a shot.
Helpscout Review
What do you like best about the product?
Easy to use platform, and I could respond to tickets easily
What do you dislike about the product?
Lack of features and not as good customer support
What problems is the product solving and how is that benefiting you?
Easy to use platform to respond to tickets and unlimited users
Recommendations to others considering the product:
If you dont need help normally, then this is the right system for you!
Great basic ticketing software
What do you like best about the product?
I love the simplicity and look of the platform.
What do you dislike about the product?
When new tickets come in, I rely on the integrated alerts (in Slack) as new tickets don't appear unless I refresh the inbox page.
What problems is the product solving and how is that benefiting you?
Email based support has been great for sales inquiries and basic questions that don't require any immediate assistance.
Functional
What do you like best about the product?
An easy and simple to navigate tool. It's not particularly robust, but for what we use it for, it is usable.
What do you dislike about the product?
It's not very deep. The view of our inboxes is nice, but I'd like the ability to see all conversations and to see historical information about customers when looking at a conversation.
What problems is the product solving and how is that benefiting you?
It has provided a nice email communications/ticketing system for us. We are also using it to host our knowledge base.
Recommendations to others considering the product:
Make sure you have done your due diligence. This is a decent platform, but may not have all the features you want.
Nice way to manage product help docs
What do you like best about the product?
We are happy with Help Scout. Before using Help Scout, we were self-hosting our own help documentation which got tedious. Now, it is much easier for all staff members to add and edit help articles. The support ticket function is also easy to use and our users are able to easily search for topics on any device. The automatic recommendation widget is also handy and we believe it helps reduce help tickets.
What do you dislike about the product?
It would be great if there were more themes to choose from in terms of layout and style. We customized the CSS in a way that worked for us, but it would be nice to be able to choose a layout with a different look and feel. Maybe some sort of theme directory.
What problems is the product solving and how is that benefiting you?
We're able to receive and respond to support tickets very easily, as well as manage help documentation.
Helpscout review
What do you like best about the product?
It's easy to manage help tickets if your main source of inflow is an email address.
What do you dislike about the product?
There's no live chat integration to provide other avenues of contact for your clients. It didn't scale well with our business once we started to grow beyond using an email address.
What problems is the product solving and how is that benefiting you?
We help people manage private equity via a SaaS platform, and we need more intuitive information from our help tickets like, "What screen were they on when the experienced the error?" or "What browser are they using?" We needed a tool that helped us to glean that information without having to ask every time.
Recommendations to others considering the product:
Help Scout was useful to us in the beginning. It allowed us the email integration and team collaboration on tickets we needed. Their tagging system is very good as well. Our needs just grew beyond only having a support email address for tickets. We needed the ability for clients to contact us in other ways. A live chat integration allows us to observe certain information about the client while they are still on the site, like what feature they were currently using when they experienced an error, or what browser might be causing trouble with our platform. We can get issues resolved faster when we have multiple avenues with which clients can contact us, and we can collaborate and provide better service when the clients are happier and more responsive. Not everyone checks their emails every 2 minutes, but if a push notification for a live chat response goes out, they respond right away.
Efficient and streamlined
What do you like best about the product?
Tracks all current and historical conversations. The assignment feature maximizes workflow and you can tag emails to flow into folders
What do you dislike about the product?
Better searching features for closed tickets/emails that don't have tags
What problems is the product solving and how is that benefiting you?
We handle people operations, tax, accounting and finance for our clients and use helpscout for our daily flow.
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