Help Scout Features

Help Scout

Web-based help desk designed for better customer experience

4.7/5 (159 reviews)

Help Scout Feature Summary

  • 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
  • No ticket #'s, or robo-text
  • iPhone App
  • Android App
  • Live Chat

Help Scout Features In Depth

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.

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.

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.

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.

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.

Competitor Feature Comparison

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Collaborative Workspace
Configurable Workflow
Contact Database
Contact Management
Custom Fields
Customer Database
Customer History
Customer Service Analytics
Customizable Templates
Data Filtering
Data Import/Export
Desktop Notifications
Document Management
Email Integration
Email Templates
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
HIPAA Compliance
Help Desk Integration
History Tracking
Inbox Management
Instant Messaging
Lead Assignment
Mobile Alerts
Mobile Integration
Multi-Department / Project
Multiple User Accounts
PCI DSS Compliance
Performance Management
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Ratings & Reviews
Real Time Monitoring
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Visit WebsiteCompare App
@mentions
API
Activity Tracking
Authentication
Automatic Lead Distribution
Automatic Notifications
Bulk Send
CRM Integration
Call Recording
Call Tracking
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Configurable Workflow
Contact Database
Contact Management
Custom Fields
Customer Database
Customer History
Customer Service Analytics
Customizable Templates
Data Filtering
Data Import/Export
Desktop Notifications
Document Management
Email Integration
Email Templates
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
HIPAA Compliance
Help Desk Integration
History Tracking
Inbox Management
Instant Messaging
Lead Assignment
Mobile Alerts
Mobile Integration
Multi-Department / Project
Multiple User Accounts
PCI DSS Compliance
Performance Management
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Ratings & Reviews
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reporting & Statistics
Rules-Based Workflow
SSL Security
Search Functionality
Summary Reports
Support Ticket Management
Support Ticket Tracking
Tagging
Template Management
Third Party Integration
Trend Analysis
Two-Factor Authentication
Voice Mail
Workflow Management
Visit WebsiteCompare App
@mentions
API
Activity Tracking
Authentication
Automatic Lead Distribution
Automatic Notifications
Bulk Send
CRM Integration
Call Recording
Call Tracking
Categorization
Chat
Collaboration Tools
Collaborative Workspace
Configurable Workflow
Contact Database
Contact Management
Custom Fields
Customer Database
Customer History
Customer Service Analytics
Customizable Templates
Data Filtering
Data Import/Export
Desktop Notifications
Document Management
Email Integration
Email Templates
Escalation Management
Event Triggered Actions
Feedback Collection
Feedback Management
Filtered Views
HIPAA Compliance
Help Desk Integration
History Tracking
Inbox Management
Instant Messaging
Lead Assignment
Mobile Alerts
Mobile Integration
Multi-Department / Project
Multiple User Accounts
PCI DSS Compliance
Performance Management
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Ratings & Reviews
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Receiving
Reporting & Statistics
Rules-Based Workflow
SSL Security
Search Functionality
Summary Reports
Support Ticket Management
Support Ticket Tracking
Tagging
Template Management
Third Party Integration
Trend Analysis
Two-Factor Authentication
Voice Mail
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


36 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


174 reviews

Help Scout Feature Reviews

25 reviewers had the following to say about Help Scout's features:

Anonymous
A verified reviewer

Simple but powerful

2018-04-12

Pros

- Multiple mailboxes are supported and easy to setup - Straightforward interface - Fast - Good stats - Easy to handle statuses and customize responses - Good mobile/tablet apps

Cons

- Merging tickets is a nightmare: hard to remember how to, requires the same customer email - Contacts management is convoluted and limited; no integration with external contact providers

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Vivian Choi

Great product

2019-10-23

I’m so glad I started using helpscout, it’s easy to integrate with other apps we’re already using and our whole team loves it.

Pros

I know there are other task managers out there but helpscout is so easy to use and simple in tracking tickets, assigning and closing, it’s all I needed to stay organized with projects and small tasks for my team.

Cons

I wish I could get more details in the reporting. Maybe I have fully used it to the full potential but I would love to have full reports on each team member and how long each task took them, and be able to see this at a glance.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jose F. Gomez

The most versatile help desk

2020-06-13

Help Scout is very satisfying to use, it helps manage support tickets efficiently and integrates well with other tools such as Slack.

Pros

I also love that it's easy to setup multi desk support, so that multiple people can serve a specific ticket.

Cons

One aspect that can be improved is the UI, it hasn't received significant upgrades for a while, but other than that it's very clean so maybe it hasn't really needed one.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeff Gipson

Great Customer Support Ticket System

2018-01-17

And creating support ticket form and knowledge base pages.

Pros

Help scout is easy to use. Tickets are easy to assign and manage.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Laurel Grey

Verified Reviewer

My business would be totally lost without Help Scout

2016-06-23

It's amazing, and we love the mobile app for ease of communication within the team.

Pros

- Super simple user interface - Built in canned responses make collaborating with the team really easy - Ability to add notes between team members - Merge feature between tickets to streamline operations

Cons

- Load time can be slow when forwarding in emails - No real-time notification when a new ticket comes in (you have to constantly refresh the page)

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Easy to use, great support

2020-04-15

We've used a number of ticket systems and found Helpscout best meets our needs.

Pros

Its ease of use, great search with keywords in the help guide area of clients. The ticketing system is great and integrates with Infusinsoft and Trello so we can transfer information between teams.

Cons

A recycle bin for deleted guides would be useful and more control over the look and feel or the canned replies.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Shaun VanWeelden

Stellar Support Tool for SaaS companies

2019-07-13

We support a B2B SaaS platform in the Marketing Automation space and provide email support.

Pros

We're big on automation and building on top of our tools and have been very impressed both with the workflow capabilities as well as the API endpoints and integrations that are possible.

Cons

To deliver a really good and consistent experience, the support channels of email, chat, and phone are very discrete and can't be blended as easily together as say a tool like Intercom (where we were coming from).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
April Greer

Excellent customer service software

2019-04-14

I've used this for customer service for a website development company and a professional women's organization and it's been amazing in both cases!

Pros

Automated workflows based on custom parameters are incredibly useful, too!

Cons

Could have a more robust Zapier integration.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Matthew Alexander

Helpscout

2017-07-11

Pros

Very easy to use, has unlimited users, simple, has mobile apps, and everyone's signature can be uniform.

Cons

No app integrations, barely any help center, don't like the way the contact form looks, no phone or live chat support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Rocky Kev

Help Scout does one thing really really great

2017-10-03

Ease.

Pros

I even had non-coders building workflows to make email management easier.

Cons

There's a lot of integrations that aren't built in.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 11-50 employees)

Stellar support software that I'd highly recommend

2018-06-15

Better workflow, more satisfied customers due to quicker responses.

Pros

You can also see who is viewing or responding to cases in real time, to prevent duplicate responds or work.

Cons

Once new rules/workflows are put in place, it can be slightly slow to reprocess existing cases, which might just be due to the incredibly high number of cases we have logged.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeff Beaumont

Terrific product. Great UI. Does lack on the integrations

2017-02-05

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Help Scout

Definitely. Review Zendesk and a couple other offerings, but Help Scout is fantastic for small and medium teams. Where Zendesk shines with their management level controls and granular options, they fail in the actual UI and "using it every day" area. Help Scout is the inverse.

Source: Capterra
Helpful?   Yes   No
Read more
Jedd Chang

A Customer Service Team's Best Friend

2015-12-19

CONS: - No real-time chat feature with other team members (notes works well but it would be great to chat with another team member, and capture this conversation without using a separate messaging client like SLACK)

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Dave Zille

Keeps our customer support organized and on task

2018-06-11

Pros

A clean UI that has obviously been well thought through.

Cons

IMAP integration for outgoing e-mail archiving would be highly valued.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Mark Lindquist

Effective basic help desk software

2018-07-23

Pros

I love the templates feature (though I'm sure that's standard amongst competitors).

Cons

They are working on a live chat feature, that will be nice when it launches.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Scott Copeland

Potentially good system for handling customer service

2020-01-09

And I like the fun congratulatory messages it gives anytime a folder is cleared out.

Pros

However, if I happen to be out sick, on vacation, or in any way unavailable, I can rest assured that another qualified person on my team has access to--and is monitoring--Help Scout to ensure nothing slips through the cracks.

Cons

Automatic workflows are somewhat complicated to set up.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Vice President of Operations (Environmental Services company, 11-50 employees)
Verified Reviewer

Nothing short of transformational

2018-04-10

Pros

We are mainly using Help Scout as a customer service tracking tool.

Cons

It does not integrate as smoothly with Salesforce as we would like and doesn't create smooth integration with our sales funnels.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Moses Zelaya

Best ticketing tool out there!

2018-05-04

Speedy communication with clients, great reports to categorize the requests that come in, very to near flawless functionality, and rarely an issue with Help Scout.

Pros

Easy to manage accounts, great for keeping records of a clients request, real-time request, great reports, easy to use and adapt.

Cons

I don't want to be completely demanding so I won't request the high-end gadgets, but the option to see whos working on a ticket on the app will help a lot.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Dharani Bhat

Help scout to your rescue

2020-07-09

We used help scout in our team project for any questions or problems faced real time and got solutions real time !

Pros

The chat option is the best feature for real time support !

Cons

I used the free trial and the default setting seems pretty convenient and easy . The solutions for the customers queries are well answered to the point .

Rating breakdown

Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Andrea Nagar

Simply the best customer support system

2020-04-12

The product is very well designed, easy and natural to use.

Pros

I like the integration with the KB system to quickly insert a reference to the article.

Cons

I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sid Agrawal

The best CRM I have ever seen

2020-07-27

I've seen, used and implemented several CRM solutions in the past and helpscout just blew them all.

Pros

Nice integration with E-commerce platform Woocommerce.

Cons

The messaging feature is over-priced. $50/month just for showing pop-up messages in your widget is a but too much!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Maurice A Molina

Dead Simple to use Help Desk

2019-01-11

We found HelpScout incredibly useful; it has increased our response time and productivity, and we are starting to build our internal Knowledge Base.

Pros

We currently only use the ticketing/email feature in HelpScout, so setup and email configuration were complete in less than 10 minutes.

Cons

So far, the only complaint we had was the "next" feature, once you reply to a ticket, the next open ticket assigned to you would pop up immediately, and if you're not careful, you might respond the wrong thing to the customer!

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Tim Kelly

Exactly What We Needed + Integrations = Perfect

2018-06-19

ditto pro's

Pros

Saved responses, tagging, automated workflows, docs (so useful I can't stress enough), reporting (we never use), great integrations and a customer support chatbot 2.0 (coming).

Cons

The customer support chatbot is a little useless currently - but they're 2.0 in production is exactly the fix we need.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jeff Beaumont

Organization and focus on delivering excellent customer service

2016-02-07

Pros

Their system is very responsive, quick, simple, and easy to learn.

Cons

Or use everyone's API to feed into your own system.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

8/10

Recommendations to others considering Help Scout

Talk with them. They are real people. They'll tell you where they are good and if you need to look elsewhere for what you need. They do email really, really well. I am stoked that we get to use them.

Source: Software Advice
Helpful?   Yes   No
Read more
Jordan Smith

Verified Reviewer

Fantastic Helpdesk Solution

2014-10-28

Plus it has a nice API that our webmaster has used to give me information from our online store about past customer orders.

Pros

- Easy interface that allows me to quickly move through my open tickets

Cons

The only real problem I've had is that the attachment system gets stuck whenever I try to upload by dragging files into the window.

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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