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Help Scout

Web-based help desk designed for a great customer experience
(based on 14 reviews)
  • 4,280 followers

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

Help Scout Overview

A cloud-based help desk management software that scales like any other help desk software, Help Scout’s differentiating feature is that for customers, it looks like any normal email, nothing like the usual help desk portal where they need to juggle multiple logins just to get the help they need, keeping the customer experience personalized. Aside from its native API client and ready-made integrations with third-party applications, Help Scout has an intuitive, easy-to-use interface that allows users to focus on servicing the needs of their customers.

Priced at a fraction of the cost of traditional help desk systems, Help Scout comes packed with powerful features and integrations that allow support teams to get to inbox zero faster. Setup is easy, as there are no complicated macros to install, nor is there a need to rebrand or create templates. Some of Help Scout’s core features are no ticket numbers or robo-text, integrated knowledge base, real-time reporting, automated actions and canned responses, 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.

Help Scout scales like any other help desk software, but the customer experience is personalized like a normal email. Customers don't need to confront a clunky ticket portal or juggle login credentials just to get help. Help Scout's clutter-free features are designed to keep teams, small and large, on the same page. With best in-class-reporting, an integrated knowledge base, tons of integrations, and a robust API, Help Scout lets your team focus on what really matters: your customers.

What differentiates Help Scout from a typical help desk is the end-to-end user experience. Help Scout is completely invisible to the customer. Communications look just like a normal email thread and maintain the all-important personal touch. Your team can get up and running in minutes as there are no complicated macros to set up and no training manual required.

Help Scout is trusted by 3,000 customers in 60+ countries, including KissMetrics, Buffer, GrubHub, AngelList and Timbuk2.

What is Help Scout?

Help Scout is a help desk solution with a minimalistic interface that keeps all of your support requests, regardless of type, in one place. Simply create mailboxes for each of your support departments, like Tech Support, Billing, Sales, Complaints, and others, so you can move from one to another with ease. Help Scout is made for teams, and workflows and task assignments can be made from within the application. Its real-time reporting capability determines how the company’s customer service initiatives are faring overall.

Taking feature-rich to a whole new level, Help Scout has built-in integration with 40+ applications, offers unlimited inboxes, supports two email template types (plain versus fancy), and can be used without a mouse because of its 75+ keyboard shortcuts. Workflows can be created, email signatures can be personalized, conversations can be merged, and tags can be used to categorize conversations, trigger workflows and monitor trends. Mailbox permissions can be created using role-based access protocols, and even voicemail can be integrated to parse incoming voicemails, among a whole slew of other features.

For more seamless information flow between applications, Help Scout readily integrates with some of the most widely used business apps in the market.

Help Scout integrates with the following third party applications:
Klaviyio
AgileCRM
Sourcing.io
Talkdesk
Tropical.io
WooCommerce
FullStory
Segment.io
Hively
ScreenSteps

"Help Scout allows me to zip through email quickly by using shortcut keys, so responding to people is easy. And when my customers get an email response, it looks good, like something they'd get from a friend. (Unlike most other help desk software that spits out email that looks like a corporation produced it.) I feel like it's so clean and simple that it's almost as if Apple created their software. After I started using it, I was so excited that I personally emailed the founder and thanked him for making it." - Andrew Warner, Mixergy

"After trialling over 50 help desk and business email products, Help Scout came out on top. We love the user interface, the tone of the writing/labels/layout, the customer support, the pricing and the ease of use." - Rich Peterson, Paraplanner

Who is Help Scout For?

Created for companies committed to providing a delightful customer experience, Help Scout is used by businesses of varying sizes, from freelancers to nonprofits to midsized businesses, across multiple industries. Typical users include founders or high-level decision-makers of small but growing businesses, and support team leads on the front lines helping customers and managing a team of support representatives.

Help Scout’s pool of more than 3,000 customers in over 60 countries include KISSmetrics, Buffer, GrubHub, AngelList, and Timbuk2.

Intended Users
Freelancers, Mid Size Business, Non Profits, Public Administrations, Small Business
Supported Countries
Australia, Brazil, Canada, Europe, Germany, Latin America, Mexico, United Kingdom, United States
Supported Languages
English

Help Scout Main Features

No Ticket Numbers or Robo-Text

Normally, for customers to get the help or information they need, they have to work their way through help desk portals to submit a request. Such portals are there for a reason, no doubt about that, but in most customers’ minds, they come with one pesky hurdle after another to clear. Customer information to enter every time they need help, captcha codes to grapple with, help desk support tickets, the impersonal/too formal canned response – all these negatively affect the customer experience.

With Help Scout, your customers know that help is just an email away. The system is invisible to customers, and because there are no help desk portals or ticket numbers to worry about, the service becomes much more personalized.

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

Integrated Knowledge Base

To enable everyone on your support team to create step-by-step articles and tutorials to help customers self-service their concerns before turning to help desk support, hence keeping support requests to a minimum while ensuring your customers are happy, Help Scout offers Docs, a knowledge base functionality that you can install in just a few clicks. Once installed, you can upload your company’s logo and instantly get a website that looks good on any device.

Creating tutorials and articles in Docs is pretty straightforward. You can create them from scratch, or upload existing HTML, Markdown or text files. Links and images can be inserted, and content formatting can be done in various ways. Docs is also deeply integrated with the help desk solution, which allows users to search for and preview an article from the Conversation view and paste the link in their replies to customer queries, if needed.

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 a real-time reporting functionality that lets managers understand what’s happening on the support front, no matter the time of day. Viewed via the Reports dropdown menu, Help Scout reports are categorized into four buckets: Conversations, Productivity, Team, and Happiness. Conversations show metrics such as volume and common issue types. Productivity focuses on the help desk’s efficiency metrics, such as time spent answering conversations.

Team and User reports allow high-level insights into the metrics of each team member, including conversation histories. Happiness scores are derived from customer feedback to gauge overall customer experience. Help Scout’s report filters (tag, folder, or conversation type) help 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.

Automated Actions and Canned Responses

Help Scout workflows function like Gmail filters or other email client rules. To create a workflow, there has to be a condition or a trigger, an action and an operator. For example, if the email conversation contains the word “billing” in the subject line, then it’s automatically routed to the department or person that handles billing. Workflows can both be manual and automatic. Automatic are those that are always on, checking each conversation for if/then triggers day in and day out, like send a customer a follow-up email after a period of silence or inactivity. A manual workflow, on the other hand, does nothing until you tell it to do something.

Auto replies or canned responses are particularly handy for new conversations to inform your customers that their message has been received and that someone will be in touch with them shortly. Out-of-office and vacation notices can also be created using this feature. Note that by default, auto replies can only be sent once within 24 hours per customer. To send an auto reply to each new conversation, Help Scout would have to be informed to tweak some back-end settings.

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

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 to the same conversation. If someone has replied ahead of you, the 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 the Traffic Cop is duplicated 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 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

Screenshots

Screenshot #1 of Help Scout (Customer satisfaction ratings in Help Scout)
Screenshot #2 of Help Scout (Knowledge base (Docs))
Screenshot #3 of Help Scout (Collaboration Tools)
Screenshot #4 of Help Scout (Team Report)
Screenshot #5 of Help Scout (Productivity Report)
Screenshot #6 of Help Scout (Conversation Report)
Screenshot #7 of Help Scout (Example Conversation)

Specifications

Devices Supported
Web-based
Supported Platforms
Google Apps, Open API
Support Options
FAQs, Knowledge Base, Online Support, Phone Support, Video Tutorials
Certifications
Safe Harbor

Help Scout Pricing

Help Scout follows a one-pricing approach – $15 per user per month. They also offer a free plan that includes a maximum of three users, one mailbox and unlimited emails. For a total of $25 per month, not per user, Docs for up to five sites can be added. Customer support is available for all customers, including those on free plans. There aren't any customization fees.

Starting from: $15.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Help Scout costs $15/user/month. There are no pricing tiers or customization fees. We also have a great free forever plan that includes up to 3 users, 1 mailbox and unlimited emails.

We offer outstanding customer support for all customers, including users on free plan.

Benefits

1. Completely invisible to the customer, communications look like a normal email thread.
2. Intuitive interface that gets out of your way so you can focus on helping customers.
3. Extremely easy to set and implement as there is no need to re-brand/create templates.
4. Powerful features and integrations allowing your support team to get to inbox zero faster.
5. Help Scout costs a fraction of traditional help desks.



Verified
Reviewer

Simplest HelpDesk Solution I've Used

Paul Yoder, Full Stack Web Developer and Founder of DonorElf28th of October 19:35

I'm a founder of a bootstrapped SaaS app, and only have 10 hours a week to work on it outside my full time job. That means I need a help desk product that gets out of my way and let's me quickly answer my users' questions and keeps track of what questions have been answered and what questions still need followed up on. I tried 4 or 5 different help desk products, and HelpScout was the simplest and its workflow made the most sense to me. I absolutely love how all the support tickets can be taken care of through email, and I don't have to login to the HelpScout app if I don't want to. I've been using HelpScout for over a year now, and recommend it to anyone looking for a simple help desk product.

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Verified
Reviewer

Monkey See, Monkey Do

Ayca Miller, Experienced Business Development and Marketing Professional28th of October 13:10

Help Scout has changed the way we handle Support request in an extremely positive way. I know that our emails to our clients are in good hands when going through Help Scout, and it's great that I can keep track of whether or not a client has read our responses and their reports and insight help us analyze what we do well, and what we can do better. There has been only one instance I can recall where Help Scout ran into a glitch, and they were immediately responsive and helpful with the situation. They were proactive in that they emailed their clients and informed us of not only what had happened, but of what to expect! Help Scout also writes extremely helpful blogs for any Client Service related business! I've learned a lot, and will continue to read these as their published. The subject line, "Monkey See, Monkey Do", is because it's clear that Help Scout follows their own advice when it comes to servicing clients and keeping them happy!

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Verified
Reviewer

Fantastic Helpdesk Solution

Jordan Smith, Customer Happiness Engineer at Simply Charlotte Mason28th of October 10:35

I am utterly enthused by HelpScout! It is fast, elegant, and even sometimes fun to use. Almost everything I need to serve my company's customers is included right there in the app. Plus it has a nice API that our webmaster has used to give me information from our online store about past customer orders.

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Verified
Reviewer

Help Scout brought light into our dark

Sarah Kirscht, COO bei Stuffle28th of October 09:40

Before we started using Help Scout almost 2 years ago we didn't have any numbers to track and analyze our support. Right now we can't image living without the reports and insights we get every single day. It helped us being so much better at helping our customers and realizing where we need to improve our app. Oh - and their blog is pretty cool, too :)

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"Thanks for a truly awesome piece of software..."

Andre Tanguy11th of December, 2012 10:43

The more we use HelpScout, the more we love it (and so do our customers!!) Thanks for a truly awesome piece of software that really is making a HUGE difference to our business.

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