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Helpful product facilitates crucial communications
What do you like best about the product?
I can assign the appropriate conversations to myself to make sure I never miss communications from clients and can answer their questions right away.
What do you dislike about the product?
The overall organization system takes a little time to get used to. If your not entering the site via a link to a particular conversation, it can be tough to find what you need quickly.
What problems is the product solving and how is that benefiting you?
I am communicating with clients who have questions about article they are hoping or attempting to submit for publication. Help Scout keeps each conversation organized so I can see who had previously responded and make sure we are giving clients the best possible answers across the board.
Recommendations to others considering the product:
Take some time to get acquainted with the platform and all its features before you start communicating with clients.
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Good program but confusing interface
What do you like best about the product?
I love that it's easy to edit and maintain articles. I can quickly and easily make changes when necessary and creating new articles is also an easy process.
What do you dislike about the product?
I dislike that we only have one admin login for all members of the support team. I'm not sure if this is just the way we have it set up or if that is something that is built into Help Scout but it makes auditing changes to articles very difficult. I also don't like that when logging in it automatically drops you into the edit view as opposed to the regular view. This results in accidental changes being made to documents without users even knowing that they have done it.
What problems is the product solving and how is that benefiting you?
We are creating and maintaining an internal and external knowledge base for our product RentLinx.
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.
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