
Help Scout
Totaalscore
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203 reviews

- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: Zelfstandig ondernemer
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Simply the best customer support system
Beoordeeld op 12/4/2020
The product is very well designed, easy and natural to use. On top of that, their support is...
The product is very well designed, easy and natural to use. On top of that, their support is excellent and they reply very quickly.
Pluspunten
I like how transparent the experience is for the user and how easy it is to set up and use. I like the integration with the KB system to quickly insert a reference to the article.
Minpunten
Difficult to tell. I'm really enjoying everything on it, especially now that they added the live chat so I can stop using other software for that.
Maybe I'd love a more advanced system to manage the custom replies.
I'd appreciate if there's a better way to manage formatting inside the editor for the KB.
- Sector: Management non-profit organisaties
- Bedrijfsgrootte: 51-200 werknemers
- Dagelijks 1-5 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Help Scout helps out
Beoordeeld op 25/11/2020
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer...
Help Scout helps out in a pinch. I definitely recommend any company or business that has a customer support component to it to use their software and platform to start.
Pluspunten
When I used to work at ActBlue as a support associate, I really liked Help Scout's ticketing system. It was straightforward and less confusing than Intercom. Escalating and de-escalating issues was pretty easy. Help Scout is a huge help for customer service, people oriented folks like me.
Minpunten
This is just a theory but I feel like Help Scout works better with certain email addresses than others. For people who have older emails such as hotmail, aol, or yahoo - their messages don't come across so clearly, which makes helping our customers and clients a real challenge.
- Sector: Computersoftware
- Bedrijfsgrootte: 501-1.000 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 6.0 /10
Email-Centric Ticket Management
Beoordeeld op 9/6/2023
Pluspunten
HelpScout provides an intuitive and user-friendly interface, making it easy for both support agents and customers to navigate and use the software.
Minpunten
HelpScout primarily focuses on email-based support, which may not meet the needs of organizations that require support across multiple channels like live chat, phone, or social media.

- Sector: Logistiek en toeleveringsketen
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 5.0 /10
Expensive, but good. There are alternatives if you're willing to sacrifice plug and play.
Beoordeeld op 5/5/2022
The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free...
The alternatives to Help Scout are far and wide, but my recommendation for an option would be Free Scout. It is an open-source alternative to Help Scout that acts almost the same way.
You need to know how to deploy the self-hosted service, or you can find companies willing to manage it for you. The downside is the setup takes a while, but the positive is that the cost is a small fraction of the amount we were paying to Help Scout.
Pluspunten
HelpScout was the first shared emailing system we implemented that worked flawlessly with our setup. It rivals all other methods that focus on a ticket number approach but makes the communication process simple for users to grasp and professional yet informal.
The best part of Help Scout for us was the shared inbox aspect and the ability to collaborate with others easily.
Minpunten
Help Scout is expensive. In my opinion, it is overpriced. They started at a great introductory rate and grandfathered those rates for early-stage users. I heard from many users when they increased their rates, all of whom got a personalized message from the [SENSITIVE CONTENT], promising our rates would stay the same.
Months later, they recanted on their promise and hiked our rates. It was not a great feeling being lied to, and my love for the company quickly disappeared.
Other shared email services can replace Help Scout, but this is your best bet if you're looking for a simple approach and are not worried about the price tag.
- Sector: Computernetwerken
- Bedrijfsgrootte: 1.001-5.000 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 7.0 /10
helps businesses streamline their procurement processes
Beoordeeld op 23/4/2023
Pluspunten
Provides analytics and reporting features that can help businesses track procurement performance and identify cost savings opportunities and provides a user-friendly interface that makes it easy to manage procurement activities.
Minpunten
Can be difficult to set up and configure, particularly for businesses with complex procurement workflows or legacy systems
- Sector: Computersoftware
- Bedrijfsgrootte: 10.000+ werknemers
- Maandelijks 6-12 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 9.0 /10
One of the best easy to setup customer support service
Beoordeeld op 18/12/2022
The overall experience was excellent, would definitely recommend their software as it does not...
The overall experience was excellent, would definitely recommend their software as it does not require much support during initial installation. Moreover, their features like email delivery, self-service, and live chat support have made my life easier.
Pluspunten
I like the best that their initial installation requires little to no help. I was able to quickly set up the entire platform in no time, which is very unlike other help desk services that are difficult to set up and require a lot of permissions and time. They have managed to solve a problem with attention to detail and made their UI very intuitive in that respect. Their performance and response time for most of the tasks is excellent. It made my life easier, and I was able to track, organize and categorize all customer issues very easily. Moreover, the learning curve was very low for a CRM, and I was able to pick up most of their features within days, instead of weeks as compared to other market platforms.
Minpunten
There are a few minor issues that made my daily work a hassle, like providing a bigger picture of all the chat supports of the last 3 months or providing a birds-eye view like reports, and dashboards. They do generate reports, but those have not been so effective for me.

- Sector: Professionele training en coaching
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Excellent customer service software
Beoordeeld op 14/4/2019
I've used this for customer service for a website development company and a professional women's...
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! Highly recommended.
Pluspunten
Best features are internal notes and custom tags, traffic cop that stops the sending of your message of they've responded since you started writing, undo send, and able to see if surgery team member is working on that email already.
Also integrates mailchimp so you can see who is on your mailing list, and subscribe them if not.
Automated workflows based on custom parameters are incredibly useful, too!
Minpunten
Could have a more robust Zapier integration.

- Sector: Management non-profit organisaties
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 0.0 /10
Works well but lack of innovations caused us to move away
Beoordeeld op 8/6/2022
We used Helpscout to manage customer support. The system was competent but uninspiring. Rising...
We used Helpscout to manage customer support. The system was competent but uninspiring. Rising expenses and other issues mentioned above caused us to break up with it.
Pluspunten
Tracked tickets extremely well. Also the canned responses worked well.
Minpunten
The beacon on our website didn't work that well. There were often conflict issues so we just turned it off, which is a shame because it's a major feature we had relied on. After marketing en email as a spammer, we would continue to get emails in the future from that same email address.

- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 2+ jaar lang gebruikt
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Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
The best help desk experience I've ever had
Beoordeeld op 28/1/2018
Pluspunten
The customer support is phenomenal! The Help Scout team is personal, friendly, and fun- a pleasure to interact with any time I get the chance. But because the software is so seamless on its own, a rarely have to reach out for support. I most appreciate the reporting features that show conversation rates and customer happiness.
Minpunten
I would like to be able to export a list of customers I have spoke with over a set time period, so I would be able to automate outreach and followup. As of now, there is no established way to export lists or data.
- Sector: Administratie
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks Gratis proef lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Pricey but worth every dollar.
Beoordeeld op 14/12/2022
Easy to setup, easy to maintain and it is also super easy to onboard new support colleagues because...
Easy to setup, easy to maintain and it is also super easy to onboard new support colleagues because everybody knows how to handle a regular mailprogram. Support from Helpscout is also superb, when you demo it you´ll get an personal mail from the sales/support stuff form Helpscout, there are helping you.
Pluspunten
It is a very intuitive helpdesk solution, it almost work like a "normal" email inbox. Each mail is called "conversation" and can assign to a user. In each conversation user can make internal notes and tag other colleagues. HelpScout is also able to handle Chat and Voicememos out of the box. Additional addons are also available, you can even write your own addon.
Minpunten
You have to grasp the there are no ticket numbers. I also missing phone support, for instance VOIP integration. Prices are also quite high but the software is worth it.

- Sector: Informatietechnologie en -diensten
- Bedrijfsgrootte: 51-200 werknemers
- Dagelijks 6-12 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
The review
Beoordeeld op 22/8/2019
Really nice product for email support teams, but it doesn't do the work for others. I like the goal...
Really nice product for email support teams, but it doesn't do the work for others. I like the goal Help Scout has, but they need to fit to the market before they are dropping out.
Pluspunten
It's your best solution on the market if you are looking to interact with your customers only via email. Really easy to implement and the CS is really helpful too.
Minpunten
It's really difficult to spice things up for the customer. Limitations are set rather quickly when trying to customize Reports or being proactive with customers.
Overwogen alternatieven
FreshdeskRedenen om voor Help Scout te kiezen
Zendesk was awful for email conversationsOvergestapt van
Zendesk Suite- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
We use Help Scout to stay on top of our customer support
Beoordeeld op 1/5/2018
Help Scout helped us get a handle on our support workflow and as we've added to our support team,...
Help Scout helped us get a handle on our support workflow and as we've added to our support team, it's made that process painless. We use the custom sidebar apps to great effect.
Pluspunten
Help Scout is a focused, straightforward support mailbox product, and we've been using it to great effect since we switched over (from a shared inbox for support) a couple of years ago. We were happy with the pricing, and we use the custom sidebar add-ons to great effect. We've written our own sidebar app that gives our support team access to a ton of useful customer information and error logging without ever leaving the mailbox. When we've dealt with Help Scout support, they've also been great. Help Scout does exactly what we want.
Minpunten
Help Scout is a relatively slim and focused offering (although they are indeed adding new features all the time) this was actually a *selling point* for us, as we didn't want a super-complex tool for this but I am sure that for some users this could be problematic.
- Sector: Internet
- Bedrijfsgrootte: 2-10 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Couldn't run my business without it
Beoordeeld op 11/12/2018
For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.
For any business, customer satisfaction is crucial. Help Scout is the tool to make it fun and easy.
Pluspunten
After having used Zendesk for a while, I was not happy with its and complexity. I wanted to have a support desk tool that made it look like it was regular mail to the customers. And HelpScout did exactly that. After having used the free version for more than 2 years, we are now on the Business plan. It was great that we could have used it without having to spend money on it, but it's soo good that it's definitely worth every penny. The Docs integration is perfect, as we use it in replies to customers, in the beacon for self-help and we now also embed the docs on our website through the API.
Minpunten
It would be great if we could set a custom threshold for the spam filter, as we have a bit too many false positives.
- Sector: Management non-profit organisaties
- Bedrijfsgrootte: 1.001-5.000 werknemers
- Dagelijks 6-12 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Waarschijnlijkheid van aanbeveling 7.0 /10
Potentially good system for handling customer service
Beoordeeld op 9/1/2020
Help Scout serves its purpose well. And I like the fun congratulatory messages it gives anytime a...
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.
Pluspunten
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.
Minpunten
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.
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Easy to use, flexible, and great support
Beoordeeld op 1/2/2017
We've been using Help Scout for ticket management for about three years. Prior to Help Scout we had...
We've been using Help Scout for ticket management for about three years. Prior to Help Scout we had used several others, most notably Zendesk. We found that Help Scout was the easiest for our team to use, while still providing a good set of features for customization. The support team at Help Scout has been fantastic as well; they've been very receptive to feature suggestions, quick to resolve what few issues we've encountered, and every contact with them has been a great experience. That last part is important; I personally deal with the support teams of a dozen or so vendors on a regular basis and sometimes the lack of attention to detail and reading comprehension in level 1 support is astounding. Very refreshing!
Pluspunten
Easy to use.
Minpunten
No android app, but the web app is still quite functional on a small screen.
- Sector: Computersoftware
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Easy to use, great support
Beoordeeld op 15/4/2020
We've used a number of ticket systems and found Helpscout best meets our needs. The integration...
We've used a number of ticket systems and found Helpscout best meets our needs. The integration options are easy to set up and increases the value we get from the software. The support is quick and always helpful.
Pluspunten
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. The reporting is also useful for creating guides based on real search terms.
Minpunten
A recycle bin for deleted guides would be useful and more control over the look and feel or the canned replies.
- Sector: Marketing en reclame
- Bedrijfsgrootte: 11-50 werknemers
- Wekelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Great Central Inbox For An Agency
Beoordeeld op 31/5/2022
Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile...
Help Scout is a great tool for small-midsize companies. It has very useful integrations, a mobile app, and is very user-friendly. Overall, I would definitely recommend this simple yet capable platform to anyone looking for the functions that it offers.
Pluspunten
This software is very easy to use and houses all customer emails for our agency. It's organized, has solid workflows, and is a great tool to keep all of our customer information in one centralized location. The integration we have set up with Slack is perfect!
Minpunten
There are quite a few features with Help Scout that we have not yet explored, so there are not many dislikes about this software with the email management portion that we do use. It's a great inexpensive product that will be great for scalability as our agency continues to grow with number of clients and users responsible for handling chat functionality and email responses.
- Sector: Detailhandel
- Bedrijfsgrootte: 51-200 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Awesome Bonus--Help Scout's Email Newsletter!
Beoordeeld op 19/4/2017
Help Scout is easy to use, has some great metrics, makes organization a breeze, and allows...
Help Scout is easy to use, has some great metrics, makes organization a breeze, and allows companies to standardize email responses. But in all honesty, my favorite thing about Help Scout is the weekly newsletter they send out via email. It may be more or less often than weekly, I'm not entirely sure; however, I just love it! I almost always read the entire thing. It focuses on one topic, it's always helpful, and it's often strangely timely so far as what's going on in my professional and/or personal life. I've found it really useful. Indeed, two Christmases ago, my list included multiple items I learned about one of Help Scout's newsletters!
Pluspunten
The email newsletter.
Minpunten
How sometimes emails end up being responded to by multiple agents because they aren't automatically closed out.

- Dagelijks 6-12 maanden lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
Keeps our customer support organized and on task
Beoordeeld op 11/6/2018
Pluspunten
A clean UI that has obviously been well thought through. They iterate and add features routinely and are very proactive in communicating with their customers. For example, I had discovered a bug, which they confirmed and rolled out a fix within 48 hours.
There are small reminders and tips presented within the context of the app, which are very helpful (eg. helping the user in distinguishing between an internal comment and a customer reply - this is very useful).
Overall, there is great value for the money, I would strongly recommend Help Scout as a help desk/customer facing communication tool.
Minpunten
IMAP integration for outgoing e-mail archiving would be highly valued. Only Gmail is supported at this time.
- Sector: Marketing en reclame
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 9.0 /10
Powerful and Easy to Use!
Beoordeeld op 18/10/2017
Ease of use, overview of mailboxes and emails, time-saving shortcuts
Ease of use, overview of mailboxes and emails, time-saving shortcuts
Pluspunten
Love seeing all message threads with the contact to the right when an email is open
Like being able to star certain boxes so they show up first
Love being able to have stored replies
Like being able to keep notes that you can see at a glance upon opening an email
Minpunten
Don't like that it sometimes takes a bit for the numbers to refresh in mailboxes, from time to time.
Don't like that you can't order or resize the starred mailboxes
Don't like that multiple addresses for the same person aren't flagged somehow
- Sector: Religieuze instellingen
- Bedrijfsgrootte: 1.001-5.000 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Waarschijnlijkheid van aanbeveling 7.0 /10
Great Shared Inbox
Beoordeeld op 9/12/2019
Pluspunten
It's very easy to utilize with multiple members using at the same time. You can always see where other users are and leave comments to each other on specific messages.
Minpunten
When copying in a new email to an existing chain (or when the HelpScout email is adding to an existing chain), attachments are usually lost and have to be reattached.
- Sector: Financiële dienstverlening
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 10.0 /10
Help Scout is the best customer service management software out there.
Beoordeeld op 10/4/2018
Help Scout is the best way to manage client communications. It is efficient and intuitive, saving...
Help Scout is the best way to manage client communications. It is efficient and intuitive, saving my team time and keep our communications organized.
Pluspunten
Help Scout allows my team to handle client requests collaboratively and efficiently. The UI makes it easy to view my pending cases, as well as my teammate's cases making it easy to take it over if someone is out of the office.
Minpunten
I have no cons for Help Scout. All the features and functionality was incredibly well thought out, and it is amazing how helpful it has been for my team.
- Sector: Consumentendiensten
- Bedrijfsgrootte: 11-50 werknemers
- Dagelijks 2+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Waarschijnlijkheid van aanbeveling 9.0 /10
Useful tool for managing customer communication
Beoordeeld op 25/9/2018
Pluspunten
I liked the ability to create complex rule sets that auto-filter certain types of conversations to appropriate mailboxes. Without this, there would be a lot of noise experienced by our various internal users
Minpunten
Not significant, but would be great if users were given a more expansive toolkit for editing copy (fonts, sizes, etc).
- Sector: Computersoftware
- Bedrijfsgrootte: 51-200 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Gebruiksgemak
- Klantenondersteuning
- Waarschijnlijkheid van aanbeveling 8.0 /10
Help Scout for Customer Support
Beoordeeld op 15/4/2019
Overall we have had a good experience but I do think we have outgrown Help Scout as our company...
Overall we have had a good experience but I do think we have outgrown Help Scout as our company grows and other departments need visibility into Support data.
Pluspunten
Extremely intuitive and easy to use. Learning to use Help Scout takes very little time at all. I enjoy the overall UI and simplicity.
Minpunten
Reporting. As my company grows we have found that the reporting isn't as robust as we would like. It is pretty difficult to gain insight on particular customers who are reaching out and volume per account.
- Bedrijfsgrootte: 1.001-5.000 werknemers
- Dagelijks 1+ jaar lang gebruikt
-
Bron van de reviewer
Totaalscore
- Prijs-kwaliteitverhouding
- Gebruiksgemak
- Klantenondersteuning
Help Scout has helped us feel like experts in customer service because we can offer help...
Beoordeeld op 8/3/2018
Pluspunten
Implementation in our business was very easy because the compatibility testing is all done in the background. As a help desk software, Help Scout is at the top of the list when it comes to implemention & integration.
Minpunten
Sometimes it becomes evident the network struggles but rarely is it ever an issue. Additionally, many features feel pulled directly from other help desk softwares, but the features that set it apart are still present.