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Ridge S.
Real Estate, 201-500 employees
Used daily for 2+ years
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Pretty good, the price increase is unfortunate, but it is a solid system.
The software is pretty easy to get setup and using, even if you need to transfer info from another system. It is a very streamlined ticketing system.
It likes to stop functioning from time to time. You will go to reassign a ticket to someone and it'll take 10 minutes. It usually clears up after a bit, but for them to have just done a price increase for this product with no real enhancements (at least none I've noticed) its odd that this is happening so frequently now. They also made some changes to the reporting which at least made our lives a little more difficult for the type of reporting we were doing.
Scott C.
Nonprofit Organization Management, 1,001-5,000 employees
Used daily for 6-12 months
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Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a folder is cleared out. All in all a good product.
Help Scout allows customers to send requests to a centralized email address, rather than to an individual, helping ensure that someone on the customer service end will be able to reply promptly. On my team, I handle most customer service requests. 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. Otherwise, a request might sit unanswered in my personal email inbox until I return. I also like that it's easy to store--and pull up-- information about the customer to see their history of past inquiries.
Automatic workflows are somewhat complicated to set up. I've found them unnecessary for the most part, but I'm sure they could be more useful for higher customer volumes.