Help Scout

Help Scout

Web-based help desk designed for better customer experience

4.7/5 (143 reviews)

Help Scout Overview

Help Scout is customer service and help desk software for companies of all sizes. Users can work seamlessly across departments, or manage several products/brands from a single account. Help Scout helps get repeatable tasks out of the way with workflows, including a simple automation system based on if/then logic. Collaboration features keep everyone on the same page.

The collision detection feature allows users to see who is viewing or replying in real time, alongside notes and @mentions that allow users to collaborate privately. Users can use tagging to categorize conversations or trigger automations, and take advantage of saved replies for two-click access to the most common responses. Help Scout allows users to automate all actions, send bulk replies, and create custom folders.

Reports and analytics enable users to measure team performance, spot trends to prevent issues, and monitor customer happiness, all without opening an Excel spreadsheet. Help Scout seamlessly integrates with services like Olark and Snap Engage so that every chat is automatically stored in the customer's profile. 50+ voicemail services are supported out of the box.

Pricing

Starting from
$12/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brazil, Canada, China and 5 others, Europe, Germany, India, Japan, Latin America

Supported Languages

English

Help Scout Reviews

Overall rating
4.7/5
98% positive reviews
107
Excellent
33
Very good
3
Average
0
Poor
0
Terrible
John F.

Help Scout transformed our intra-office communication moments from chaos in motion to ballet.

Used Daily for 1+ year
Reviewed on 2017/09/10
Review Source: Capterra

to keep it simple..streamlined staff communications on everything from emails to phone call messages to intra-office project coordination and much more. Did I mention not having to get emails about emails that were about a forward of an email that was a forwarded email snippet...yep

Pros

I no longer get an email about an email that is about a forward of an email which was originally about an email that was about an email that was forwarded regarding an email that was sent.

Exactly..we have all had the pleasure of deciphering the shortened email snippet, forwards and the references to email threads that are broken but with Help Scout I now see it all..and see when..and where ..and who..Yep.. order to the choas of my many "conversations". And ohhhhh sooo much data hygine..i agree a terrible phrase but such a critical thing for any serious business. This includes a robust beyond belief search and filter feature. For those who appreciate effecient shortcuts and cross refereneced data points...yep tags..and filtering by tags as well. The bane of my existence is also the best feature which is the timeline transparancy that Help Scout brings. We all know who touched what when so we can not step on toes and if we try they put in the "traffic cop" feature to prevent unprofessional duplicate customer touches. Additionally, you can use Help Scout to assign voicemails to staff individual to deal with if your voicemail service offers emailed transcription forwards. Our staff also create conversation for intra office communications all the time to document timelines and details for reference later if needed. HS has helped us track everything from maintenance service logs to customer complaints and staff schedules.

Cons

This is only a tough question and one I would suggest come first when reviewing since after listing all the things i love and enjoy it helps me block out the uglier bits and pieces.. Besides some of the android app glitches that are more annoying than crisis creating I am still hard pressed to find many cons about using HS this past 2 years. has had a "negative" impact on my work communications besides the timeline busting myself for something

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Greg H.

Completely changed our business - for the better

Used Daily for 1+ year
Reviewed on 2016/11/17
Review Source

Most companies using Help Desk software are in software development, tech or online commerce of some kind. We're in the boring, traditional business of veterinary medicine practice, and deal with hundreds of emails a day from clients and the rest of the outside world.

We're the only vet company I know of that uses a help desk, and we use Help Scout - and absolutely LOVE it. We did use Zendesk previously, but found that it's way too complicated and not very personal. Pet owners don't want to be given a ticket # and feel like they're speaking to a robot. Help Scout solved that immediately when we switched.

We have a lot of complex conversations via email that require multiple people being involved, communicating internal messages to each other about certain threads, etc. etc.

Help Scout is absolutely fantastic, because it's very elegant in it's simplicity - but tremendously powerful in it's capability.

On top of that, we've found their support team to be kick ass, highly responsive and always eager to try and figure out a solution to any issue we bring them.

We are very loyal Help Scout clients, and plan to be for a long time.

Pros

- extremely simple to use and understand as a user
- treats communications like human beings and provides a much more personal feel to communication (as opposed to making people feel like numbers)
- fantastic support team that's very responsive and solution focused
- solid API that allows you to bring in data from other apps so that you have a consolidated view of a client, beyond just their email history

Cons

- wish that the interface could be a little more customized for our specific needs
- really don't have any downsides to it - it's a great product

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Ian S.

An excellent, lightweight, streamlined, modern helpdesk solution

Reviewed on 2015/02/04
Review Source: SoftwareAdvice

Pros

First, Help Scout gets major brownie points for "eating their own dog food" -- they are all about the Customer Experience, and they live up to this philosophy by delivering not only a very easy to use and modern product, but answering support inquiries right away (and thoroughly), and publishing an extremely helpful and insightful industry blog. So when you buy into Help Scout, you're not just getting a great software product, but also getting a great organization running behind it.

Aside from that I love how Help Scout does itself in fact deliver a great customer experience to our customers. It gets out of the way. Customers are not aware that we use it, in fact they believe they are emailing directly with me. Transactions are fast and lightweight, there are not many bells and whistles to complicate the process and slow down the support workflow. Help Scout made the hard decision to not allow custom fields on tickets, and while this at first seemed limiting, it has in fact allowed us to handle the ticket queue much more quickly, due to much lower overhead.

For delivering quick and helpful email support, I can't imagine a much better way to bullseye the task than using Help Scout. We've been very satisfied with it.

Cons

The Docs section of the product is a little bit underdeveloped, but adequate. It would be nice in that area to have more cohesion the way you'd typically find in a generic content management system (e.g. Wordpress). For instance, currently it isn't possible to move an article from one collection to another -- you have to copy its contents, re-build it on the other side, and delete the original.

That is my main complaint. In spite of that we have a full internal and external knowledge base hosted with the Docs feature, and it is adequate for our needs, if not exceptional.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Jeff B.

Terrific product. Great UI. Does lack on the integrations

Used Daily for 2+ years
Reviewed on 2017/02/05
Review Source: Capterra

We've used Help Scout for several years. It's been a great product, really served us well. One of their best features is actually their marketing and weekly (twice a week now?) blog posts on Support, Marketing, and other related fields.

Pros

Super easy UI. I don't have to train newbies on using Help Scout for more than 10-15 minutes. It's that simple to use.

VERY customer focused. It's not about a bunch of bells and whistles that are flashy fish hooks only intended to get bought by fishermen but not actually catch fish. Their product signs for the customer and the Support rep in it 8+ hours a day.

Cons

The lack of integrations. They just rolled out with a Salesforce integration, but lack integrations in other areas. Also, they're primarily focused on email so tracking chats and calls aren't that helpful...you would need to drop that data into Redshift, Gooddata, Domo, etc. to get much functionality in it. So unless you do that, you're stuck compiling a bunch in Google Sheets.

Caveat: if all you do is email and maybe chat, then this product is everything you need and more.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

Very nice online customer support service

Used Daily for 2+ years
Reviewed on 2019/01/27
Review Source: Capterra

I started my career as a support engineer, I used several ticket systems (simple support, kayako, zendesk, some others) and quite familiar with them. When I started to use help scout, I was quite impressed with it. It's very simple, yet it gives the support engineer all the things you need (add comments, canned replies, re-assigning, automatic actions, etc). Also it's very affordable and easy to start using. In fact, when one of my friends asked me for a simple support system, I did recommend him Help Scout. It definitely is better to pay them a small buck, rather than spending your time and effort on purchasing some big system, installing it on your own servers and customising it.
There are some minor things that I'd be happy if help scout improve upon, but otherwise I'm very happy with them.

Pros

* You can setup online ticket support system for your clients very easy and cheaply
* Your support engineers will have everything they need to support your clients effectively
* No bloated unnecessary features, only those that you need

Cons

* Online mobile version leaves much to be desired
* No way to merge several tickets at once
* You can't make a note/reply and keep the ticket open, you have to re-open it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Help Scout Pricing

Starting from
$12/month
Pricing options
Free Trial
Subscription
Value for money

Basic: $15 user / month, or $12 user / month billed annually

Standard: $25 user / month, or $20 user / month billed annually

Plus: $40 user / month, or $32 user / month billed annually

Help Scout serves businesses from small to enterprise. Plans range from Free to keep everyone on the same page, to Standard for automation features and reporting, to Plus for advanced reporting & features designed for large teams.

All Plans include 24x5 support, unlimited volume & storage, and 40+ third party integrations.

Help Scout Features

  • API
  • Automatic Notifications
  • CRM Integration
  • Chat
  • Email Integration
  • Instant Messaging
  • Knowledge Base
  • Prioritizing
  • Real Time Monitoring
  • Reporting & Statistics
  • Third Party Integration
  • Ticket Management
  • Workflow Management

  • Activity Dashboard
  • Contact History
  • Customizable Branding
  • Monitoring
  • Multi-Channel Communication
  • Social Media Integration
  • Surveys & Feedback

Additional information for Help Scout

Key features of Help Scout

  • 40+ integrations with 3rd party apps
  • 75+ keyboard shortcuts
  • Android App
  • Auto-populated, editable customer profiles
  • Automated actions
  • Bulk actions
  • Collision detection
  • Customer satisfaction ratings
  • Easy to use, no training manual required
  • Email integration - update conversations from inbox
  • Help Desk, reports, and Docs API
  • Integrated knowledge base
  • Live Chat
  • Looks like a normal email
  • No ticket #'s, or robo-text
  • Outstanding support, no matter plan
  • Private notes
  • Real-time, best in class reporting
  • Saved replies/ canned responses
  • Track and record phone calls
  • True multi-brand support
  • iPhone App

Benefits

  • Help Scout is completely invisible to the customer, communications look like a normal email thread.

  • Get repeatable tasks out of the way with workflows: a simple automation system based on if/then logic.

  • Extremely easy to set and implement as there is no need to re-brand/create templates.

  • Help Scout provides powerful features and integrations allowing support teams to get to inbox zero faster.

  • Create multiple mailboxes for each shared email address in order to work seamlessly across departments, or manage several products/brands from a single account.

  • GetApp Analysis

    Help Scout is an invisible, email-based help desk for companies who value their customers. A great customer experience thrives on effortless communication, and Help Scout facilitates this by focusing on creating conversations. One key feature of Help Scout is that from a customer standpoint, communication is personal. From the support side, you can manage multiple inboxes and brands, track and organize your customer’s conversations, add notes, collaborate with team members, and a lot more.

    Help Scout’s features are deliberately designed to support the front line, helping your customer service team to provide excellent support. Some of these features are integrated knowledge base, real-time reports, workflows that filter emails and automate actions, saved replies, and collision detection.

    Help Scout's user dashboard is clutter-free but packed with essential information, like customer data and conversation history, that are essential to deliver a pleasant customer experience.

    What is Help Scout?

    Help Scout is a web-based help desk with an intuitive interface that keeps all of your support requests in one place. With a robust API, real-time reporting, an integrated knowledge base, and features that enhance team collaboration, the end result is tailored to focus on what matters: your customers.

    Help Scout's Conversation Report shows metrics such as the total number of conversations touched, number of conversations customers created, number of customers with created or updated conversations within a specific timeframe, average number of replies sent to customers, and the busiest day and time of the week.

    Help Scout Main Features

    No Ticket Numbers

    This design feature represents Help Scout’s core value: It’s about conversations, not ticket numbers. Customers don’t feel like they’re just a number or waiting in a long line. Instead of a corporate template, Help Scout’s email response layout is designed to be personal.

    With Help Scout, the help desk platform is totally invisible to the customer, and conversations mimic the email experience.

    Integrated Knowledge Base

    Help Scout offers Docs, a knowledge base that you can install in just a few clicks. Everyone on your support team can easily create step-by-step articles and tutorials to help customers 24/7 and keep support requests to a minimum.

    Creating articles in Docs is simple. You can create them from scratch, or upload existing HTML, Markdown or text files. Links, images, videos, and file attachments are all supported. With a simple style guide, content can be formatted in many ways from top to bottom. Once installed, you can also upload your company’s logo and instantly get a website that looks good on any device.

    With Docs, knowledge bases can be created for customers, giving them the ability to self-service their issues before they get stuck.

    Real-Time Reporting

    Help Scout is equipped with real-time reporting, helping managers understand what’s happening on the support front, no matter the time of day. Viewed within the dashboard, Help Scout reports are categorized into four categories: Conversations, Productivity, Team, and Happiness.

    Conversation metrics show the busiest time of day, conversations answered, number of customers, and more. Productivity focuses on the help desk’s efficiency metrics, such as time spent answering conversations, first response time, and resolution times. Team/User reports allow high-level insights into the metrics of each team member, such as the number of customers helped and the handle time. Happiness scores are derived from customer feedback to gauge the overall customer experience. Help Scout’s report filters (tag, folder, or conversation type) helps focus your reports on the data that you’re interested in.

    Real-time reports give managers and business owners immediate at-a-glance insight into the effectiveness of their support efforts.

    Workflows, Auto-Reply, and Saved Replies

    Help Scout’s workflows function like Gmail filters or other email client rules. Workflows can both be manual or automatic. Automatic workflows are IF/THEN statements, where actions take place automatically when conditions are met, i.e., if a conversation has “billing” in the subject line, then it’ll be assigned to the appropriate person. The user can apply manual workflows at any time to a single conversation, or in bulk. Manual workflows require user action.

    The “auto-reply” is a mailbox-specific feature that sends when new messages are generated, i.e., “Hey, we got your message and we’ll be in touch soon!” Everyone on the team can use Saved Replies (often called “canned responses”) to quickly answer common questions.

    Workflows can be used to automate routine tasks such as route emails with certain words in the subject line to a specific department or team member, copy files, create tags, delete conversations, and others.

    Collision Detection (aka Traffic Cop)

    Whenever you work on a conversation in Help Scout, you see visual indicators that tell you if a colleague is working on the same task and what actions they’re currently performing, e.g., viewing or replying — a feature referred to as the Traffic Cop, which prevents duplicate replies from being sent. If someone has replied ahead of you, Traffic Cop allows you to review the updates and then gives you the option to send your pending reply as is, edit it, or discard it altogether.

    Each message flagged by Traffic Cop is flagged in a Needs Attention folder located on the sidebar. Once the threads are addressed, the folder automatically disappears. Traffic Cop is on by default but, although not recommended, can be disabled upon request.

    The Traffic Cop feature in Help Scout ensures the customer doesn't receive the same (or contradicting) responses from different people.

    Help Scout Integrations

    Help Scout integrates with over 40 third-party applications that include AgileCRM, [Capsule] (http://www.getapp.com/capsule-crm-application) and [Highrise] (http://www.getapp.com/highrise-crm-application) for CRM, [HipChat] (http://www.getapp.com/hipchat-application), [Slack] (http://www.getapp.com/slack-application) and Talkdesk for communication, [Constant Contact] (http://www.getapp.com/email-marketing-from-constant-contact-application), [Infusionsoft] (http://www.getapp.com/infusionsoft-crm-tool-for-small-businesses-application) and [MailChimp] (http://www.getapp.com/mailchimp-application) for marketing, [BigCommerce] (http://www.getapp.com/bigcommerce-application), [Freshbooks] (http://www.getapp.com/freshbooks-application) and [Magento] (http://www.getapp.com/magento-application-1) for ecommerce and invoicing, and FullStory, [KISSmetrics] (http://www.getapp.com/kissmetrics-application) and Segment.io for analytics.

    Help Scout Pricing

    Help Scout has one price with no surprises – $15 per user per month. They also offer a free plan that includes a maximum of three users and one mailbox. There are no email storage or processing limits on either plan.

    Docs is offered at a flat rate, $25 per month, and not tied to any user accounts . Customer support is readily available for all customers, and there aren’t any customization fees.

    Help Scout Bottom Line

    • Help desk solution where conversations with customers look like normal email threads
    • No more clunky ticketing portal and multiple logins for customers to get the support and information they need
    • Easy to set up and implement, no complex macros and training manual required
    • Clutter-free interface to keep users focused on delivering great service, as opposed to intricate software navigation
    • Straightforward pricing plan at a monthly $15 per user

    Help Scout FAQs

    Below are some frequently asked questions for Help Scout.

    Q. What type of pricing plans does Help Scout offer?

    Help Scout offers the following pricing plans:

    Starting from: $12/month

    Pricing model: Subscription

    Free Trial: Available

    Basic: $15 user / month, or $12 user / month billed annually

    Standard: $25 user / month, or $20 user / month billed annually

    Plus: $40 user / month, or $32 user / month billed annually

    Help Scout serves businesses from small to enterprise. Plans range from Free to keep everyone on the same page, to Standard for automation features and reporting, to Plus for advanced reporting & features designed for large teams.

    All Plans include 24x5 support, unlimited volume & storage, and 40+ third party integrations.

    Q. What are the main features of Help Scout?

    Help Scout offers the following features:

    • 40+ integrations with 3rd party apps
    • 75+ keyboard shortcuts
    • Android App
    • Auto-populated, editable customer profiles
    • Automated actions
    • Bulk actions
    • Collision detection
    • Customer satisfaction ratings
    • Easy to use, no training manual required
    • Email integration - update conversations from inbox
    • Help Desk, reports, and Docs API
    • Integrated knowledge base
    • Live Chat
    • Looks like a normal email
    • No ticket #'s, or robo-text
    • Outstanding support, no matter plan
    • Private notes
    • Real-time, best in class reporting
    • Saved replies/ canned responses
    • Track and record phone calls
    • True multi-brand support
    • iPhone App

    Q. Who are the typical users of Help Scout?

    Help Scout has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    Q. What languages does Help Scout support?

    Help Scout supports the following languages:

    English

    Q. What type of pricing plans does Help Scout offer?

    Help Scout has the following pricing plans:

    Subscription

    Q. Does Help Scout support mobile devices?

    Help Scout supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Help Scout integrate with?

    Help Scout integrates with the following applications:

    Bitium, Campaign Monitor, Capsule, Customer Thermometer, Infusionsoft, Kissmetrics, PipelineDeals, Slack, SnapEngage, Zapier

    Q. What level of support does Help Scout offer?

    Help Scout offers the following support options:

    FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials