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Help Scout Product Guide

TrustRadius Insights
July 2, 2024
Customer Success, Product Guides

Help Scout Product Guide

Interested in discovering how Help Scout really performs? This product guide was compiled from real user reviews and lays out how the product performs for them. Get an accurate picture of Help Scout from those who know it best.

Highlight the Right Reviews

Throughout the guide below, there are links directly to reviews. Select the reviewers most relevant to you, and those links will be highlighted in blue.






Team Efficiency

Team Collaboration

Reviewers consistently highlight Help Scout’s team collaboration as a key strength, emphasizing its ability to facilitate smooth interactions among team members across various departments. Users appreciate the platform’s capacity to centralize customer communication, enabling efficient collaboration and ensuring continuity in conversations even when team members are unavailable. The tagging and workflow features are particularly lauded for streamlining ticket management and identifying trends in customer contacts. Additionally, Help Scout’s collaborative tools have proven instrumental in supporting team scalability, allowing for the effective allocation of resources and the optimization of support processes. (Source Reviews: 1, 2, 3, 4)

“It has allowed us to scale from a 1 member CX team to a 12 member team without having to transition to a ‘more robust’ product.”Director in Product Management, Computer Software, 11-50 employees

“Help Scout helped us organize and collaborate on support tickets. We also use Help Scout as a live chat feature to help reduce phone calls yet still support our customers right where they are.”Director in Marketing, Consumer Goods, 11-50 employees

“The tagging and workflows allow us to group tickets together and find trends in customer contact.”Director in Product Management, Computer Software, 11-50 employees

Email Management

Reviewers consistently highlight Help Scout’s efficient email management system, praising its user-friendly interface, tagging system, and automation workflows. Users appreciate how Help Scout streamlines email tracking, ensures prompt responses, and facilitates collaboration among team members. However, some reviewers express concerns about the lack of a spam filter and potential issues with integrating internal software. Despite these minor drawbacks, Help Scout’s email management functionality is generally well-received for its simplicity, ease of setup, and reliable support. (Source Reviews: 1, 2, 3, 4, 5, 6)

“Great interface for tracking emails & replies. Tagging system is fantastic. Love the workflows to automate everything.”Manager in Information Technology, Internet, 1-10 employees

“It can be configured to look like simple email. It is simple and straightforward. It’s easy to set up. Help Scout has great support.”Engineer in Information Technology, Information Technology and Services, 1-10 employees

“Lacks a spam filter. Would be useful to see email status variance amongst users. Blank marketing emails, potential issues with integrating internal software.”Representative in Customer Service, Real Estate, 1001-5000 employees

Workflow Automation

Users consistently highlight Help Scout’s workflow automation as a key strength, emphasizing its ability to streamline ticket management and enhance team efficiency. The tagging system and customizable workflows are particularly praised for their effectiveness in organizing and prioritizing tasks. While some users express a desire for further improvements in certain areas, overall, Help Scout’s workflow automation features are viewed positively for their contribution to operational efficiency and customer support effectiveness. (Source Reviews: 1, 2, 3)

“The workflows are really powerful and allow us to segment out tickets into buckets to increase velocity in responding to similar items.”Director in Product Management, Computer Software, 11-50 employees

“I would like the workflow functionality to be improved, because at the moment it is not working in all cases.”Team Lead in Customer Service, Computer Software, 11-50 employees

“Love the workflows to automate everything.”Manager in Information Technology, Internet, 1-10 employees

Customer Interaction

Ticket Management

User sentiment about Help Scout’s ticket management capabilities varies across the reviews provided. Some users praise Help Scout for its ability to organize and collaborate on support tickets effectively, allowing for streamlined communication and efficient resolution of customer inquiries. On the other hand, there are mentions of limitations such as the need for more advanced organizational features within the documentation sites and improvements in ticket list navigation for enhanced usability. Despite differing opinions, Help Scout’s ticket management functionality appears to cater well to a range of business sizes and support needs, offering a versatile solution for handling customer interactions. (Source Reviews: 1, 2, 3, 4, 5)

“The tagging and workflows allow us to group tickets together and find trends in customer contact.”Director in Product Management, Computer Software, 11-50 employees

“One of the greatest features of HelpScout is that you can set it up so that it doesn’t appear to be a ticketing system at all. It saves so much time by giving us the ability to sort tickets by age, produce productivity reports, and see customer satisfaction reviews.”Engineer in Information Technology, Information Technology and Services, 1-10 employees

“There are only 2 levels of organization in the docs sites. We cannot group the content into any more subfolder layers.”Director in Product Management, Computer Software, 11-50 employees

Customer Communication

Users consistently highlight Help Scout’s customer communication features as a key strength of the platform. They appreciate the centralized record of all customer interactions, which aids in maintaining context and continuity in conversations. The tagging and workflow functionalities are particularly praised for their ability to streamline communication processes and identify trends in customer contact. Additionally, the customizable docs site and Beacon feature are commended for enhancing accessibility to information and reducing the number of support tickets submitted. The overall consensus is that Help Scout’s customer communication tools effectively facilitate efficient and organized interactions with customers. (Source Reviews: 1, 2, 3, 4, 5)

“No lost customer support queries!; Collaboration on complicated support queries. Its so nice to be able to tag or move a conversation to the right place and person.”Director in Marketing, Consumer Goods, 11-50 employees

“Help Scout is our main system for member support, contact forms, applications and just about every other email communication with our company. It helps us keep everything in one place so that all of our team members can be on top of what is happening with each interaction.”Manager in Information Technology, Internet, 1-10 employees

“HelpScout is great for all of our CX team. It allows us to centralize all communication and easily hand off conversations to whoever is available or best suited to handle the situation.”Director in Product Management, Computer Software, 11-50 employees

About the Author

TrustRadius Insights
TrustRadius Product Guides are created by synthesizing user reviews to identify commonly discussed topics. These guides highlight common use cases, frequently used features, and more. While this is a beta feature, it is our mission is to provide you with the best information possible to make confident and trusted technology decisions. If you feel something is missing or incorrect, please let us know.

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