Help Scout Reseñas y detalles del producto

I love being able to separate inboxes as well as assign emails to different employees. It really helps clean up the inbox and helps keep emails from stacking up. The auto responses are incredibly helpful and make responding to emails so much simpler and go by much faster. Being able to connect emails to Shopify and MailChimp is another super important and extremely helpful feature that I'm so, so happy with!

I can't think of really anything that I dislike. I think it doesn't always catch spam emails but that really hasn't been an issue and there haven't been too many.

Being able to sync with our other systems (Shopify and MailChimp) has made it so much easier to pull up customers info and to reply to emails much faster. Seeing how many emails need to be assigned to specific employees helps us see who's covering how many emails, which employees typically cover what kinds of questions, and other patterns like that. I need to look more into the reports tab, I'm sure there's even more I can do, but I'm already really impressed with everything I have been using.

There is a lot of functionality here--you can triage really easily, track all notes, all history on the emails and see all history with that same client at a glance. You can also see how each staff member is faring each day or month to track progress during the day.

It's very easy to lose drafts if you type too quickly and the auto-save doesn't always jump in in time.

We use Helpscout to triage all incoming CS emails and communicate with all of our clients.

The simplicity of the inbox is straight forward and maximizes support volume.

Sometimes can lag behind but nothing that stops the workflow

We handle all of our Customer emails through Help Scout and it allows us to be as fast as possible

I like that Help Scout kept our team organized and acted as a universal email inbox that offered a comprehensive layout.

I wish the chat feature was more reliable, and the mobile app could have been more stable. Sometimes I would try to log in from my phone but had issues loading pages, which was annoying and frustrating.

Help Scout kept us organized and was convenient if someone was out of work for the day.

- User experience is awesome. Seems like everything is easy to do. - Support is great. Quick and helpful (most of the times) - Usage is easy, intuitive and fast - Reports are basic but at least that's all that we need - Shortcuts are useful and well thought.

- Filters could be improved. They are used mainly as "folders" (which is OK) - Docs are nice but customization of the design and page is not that easy. - A bit expensive (IMHO) for more users - Rigid in some ways, but if you don't want something very specific, it should work - Mobile apps are OK but not that useful. - No chat app - Reports filters for dates suck

We are using it for ticket management, customer support. It makes it easy to prioritize our tickets, tag them, and see reports. The interface is well thought, quick, intuitive and easy to configure. In a week we were using it at 100% capacity. Definitely it changed our customer support. We also use Docs for customer self service (new to us). Easy to manage.

Great for small-ish teams needing shared inboxes. Tagging, notes, customizable notifications, the feature set is rich and practical. One small feature that really helped was the ability to response to incoming tickets from an email inbox. It allowed us to respond to requests without logging in (which was convenient when out of the office).

Would love to be able to automatically push reminders to teammates with old unanswered tickets. Perhaps this functionality exists and our admin wasn't using it, but it would have been appreciated.

Customer service/success across a wide variety of users and situations. Kept us organized and accountable as a team.

The organization. From top-level organization like multiple mailboxes and folders, to tags and labels, to merging conversations and intuitive assigning tools, Help Scout makes it easy to navigate our support queue and get work done efficiently. Help Scout also allows us to create and integrate custom tools and workflows, such as our internal knowledge base and company-specific functions.

I'd personally like to see better analytics available in reporting, or more customizable reports, so we could dig deeper into our data to analyze our performance.

Help Scout is our HQ for all customer interactions and issue tracking, which helps us to manage, organize, and respond to tickets across the company. Help Scout's particular layout and team-oriented features help us to collaborate more effectively on giving our customers great customer service.

The UI/UX of Help Scout is beautiful. You can tell that they put a lot of thought into the design of the tool. The functionality is incredible as well. With "Workflows" to identify inbound emails and direct them/assign them where you need them to go based on many different triggers, very powerful. I have actually decluttered my inbox significantly by creating a "mailbox" within Help Scout which is called "newsletters" and I have all of the great articles that I am subscribed to go to Help Scout instead of directly to my inbox. Now when I go to my G Suite inbox, I know that the emails showing there are time sensitive and important. It is also a gem for the help desk side of things. Managing inbound support inquiries from clients is a joy within Help Scout. So much in-fact that we have been pushing Help Scout to our own clients because it has worked so well for us!

I really wish there was some type of timer that could begin when you start working on a support ticket. It does not even natively integrate with Harvest which would be great. We really need to be able to know how much time we spend solving individual support tickets (sometimes to bill clients based on the time spent). It would be great if there was some type of "live chat" functionality baked into the Beacon which you can host on your site. Having competitors similar to Intercom, it would be great to kill two birds with one stone versus getting our clients set up on a help desk + live chat service. Would be awesome if they could integrate this.

Customer support, info requests, sales requests, email decluttering, alert system (for the IT side of our business, alerts get pushed into Help Scout and we can monitor them nicely from there depending on whether or not we have to take action).

I like the newly added ability to tag people into your convo threads! It makes things easier when you're looking to get the feedback from multiple users instead of assigning to individual parties.

I miss that search would auto-populate suggested items, now you have to type the full name/item in search and scroll through your options. A small step but it takes away from productivity times in the long run if you're doing multiple searches in a day.

Connecting with members to find solutions asap for various questions, and being able to get the info needed from different teams (billing, leadership, events, etc) to follow up. Also being able to tag emails with various key words to make sorting easier and efficient.

We are happy with Help Scout. Before using Help Scout, we were self-hosting our own help documentation which got tedious. Now, it is much easier for all staff members to add and edit help articles. The support ticket function is also easy to use and our users are able to easily search for topics on any device. The automatic recommendation widget is also handy and we believe it helps reduce help tickets.

It would be great if there were more themes to choose from in terms of layout and style. We customized the CSS in a way that worked for us, but it would be nice to be able to choose a layout with a different look and feel. Maybe some sort of theme directory.

We're able to receive and respond to support tickets very easily, as well as manage help documentation.

This was one of the nest decisions my company has ever made! We run over 13 communities with all different email addresses, HelpScout keeps all communication in one place. Easy tagging, searching, task management and more. Plus, everything gets forwarded into HS from Google Apps. What more could you ask for.

The only thing I can think of is that the phone app doesn't have all the same capabilities as the desktop app. But, that is ok, better than nothing and you can constantly see improvements coming from their development teams.

We need to make sure that communications come from the correct email aliases - this makes it so easy. Also, internal communication and "notes" feature helped us keep timely information out of Slack and in one place so we always had a reference.

* WORFLOWS! By far, this is my favorite feature. * Excellent, logical ticketing system. * Generous mailbox allotment. * The ability to set up one mailbox for customers that could be managed by multiple people. * Well thought out collaborative tools for managing customer needs and expectations.

* It can get a little on the expensive side * Occasional outages during the period we've been using them

We were looking for a system for managing customer requests and needs, and being able to collaborate effectively on requests that required interactions with more than one team member. Helpscout helps us do that, and with workflows it allows us to identify ways to automate processes so that it requires less interaction from us in cases where it isn't necessary. We all love this tool and definitely feel it helps us to support our customers more effectively.

The ability to add notes for each customer, add notes, and functionality with up to date information. Also very good integration with the calendar, as well as voicemail options

there should be more bulk options, such as being able to delete more than 50 messages at a time. Auto reply also need a to be reset once a month.

We travel and talk to customers daily, but are unable to convey the information inmediately. This helps for making sure everyone is on the same page throughout an entire job.

The HelpScout ticket platform is easy to use and always improving, with a beautiful interface and interaction with the user they make the support work less painfully. Also, they have a great support team and (in an unrelated note) one of the best newsletter. The saved replies save a lot of time, with variables for customer, mailbox, and user data.

The prices for a small company is great, but the conversion to my country currency make it hard to pay. It would be awesome to have custom fields for customers. There is no customization option for the panel style.

We have a digital product that demands a lot of support, so we decide to move out of the e-mail and start using the Help Scout. The main feature was the multiple user mailbox and the easy of organizing and tag the emails.

Help Scout offered just the features our four-person team needed without bells and whistles that we would never use. At the same time, it was flexible enough to accommodate us as our needs changed in the last two years.

I'm very much looking forward to a dedicated mobile app for Help Scout!

We previously relied on Outlook and offline meetings to coordinate ticket assignments and resolution. Help Scout afforded us accountability and transparency, while producing reports so we could quantify our performance.

It prevents me from never losing track of a conversation that I may forget about over the course of a day, because unlike a normal inbox, an email that hasn't been responded to still appears as if it hasn't been read. This is an invaluable feature!

It's pretty minimal, really. The only thing I wish were different is being able exclude any forwarded emails to a fellow employee from being sent in a reply to a customer. Otherwise, there's literally nothing I dislike!

We're able to track the satisfaction of our customers, and even better than that we're able to ensure that any customer who sends us an email gets a reply, thanks to the way they have their inbox set up.

After landing our first big client, we needed to (very quickly) identify and launch a world-class, yet invisible help desk that could immediately support thousands of customers. We looked at several platforms and decided to go with Help Scout after a test drive. The best part? On-boarding the Promoboxx support team and adding multiple mailboxes to assist our growing list of clients was incredibly easy. Help Scout scales alongside our business and provides the same attentive support to us that we provide our customers. We love them for that.

We would love to have more Help Scout Docs customization flexibility (a feature that powers our Support and Academy centers).

We work with Fortune 500 brands and their hundreds of thousands of retail partners. Promoboxx must ensure that any question or comment a retailer has is quickly and easily serviced and resolved.

The longer you use HelpScout, the more abundantly clear it becomes that its developers care deeply about customer satisfaction. From updates to the dashboard to integration with Google Apps, I've found just about every new feature incredible helpful. No fluff! It's easy to appreciate new features that don't get in the way, but instead tackle real user pain points.

I'm holding my breath for the HelpScout mobile app! A lot of customer support happens on the fly and I'd like the ability to use HelpScout away from my desktop.

At MassChallenge, we're focused on scaling our business. The question is, "How can we help more entrepreneurs win?" Over the course of the next five years, we hope to support the growth of at least 2,000 new startups. That's a huge number, but then again, so was 400 startups before we achieved it. We have delivered more exceptional customer service to our startups every year by relying on HelpScout's quick and painless product and by learning to expect and trust its continual improvements.

1. The product and its simplicity 2. Continuous integration of new features 3. They know what they are doing. Help Scout's customer support really demonstrates this. They not only know how to create a great platform but to also interact/support their own users. 5. The ability to customise (CSS/HTML) in Docs 6. Their understanding of what their users want/need. 7. It caters to a large variety of purposes but never feels impersonal or corporate.

1. Not much, really ... 2. Further custom Javascript and CSS/HTML features would be great for Docs, especially within editing articles rather than having one section to implement this. It certainly works with the current system but in terms of functionality, it could be improved.

We're able to interact better with our users. We've improved the overall pedagogic aspect of how to use our website and have been able to provide answers in a very simple way.

Terrific for handling email support, has quite a few customization options to fit my workflow. We also like how we're able to pull in social mentions(via Zapier) and phone voicemail(through native integration) to make it a single point of contact for our support team.

Would like to see more granular reporting options. Improvements are a nice step but some better controls around stats for tags and more controls for different timeframes would be great.

As someone who lives in Help Scout 40+ hours a week, it does a tremendous job of helping us support our users. We use it to help understand where our support problems come from, to communicate with users, even funnel social mentions to our inbox so it can be treated like a Support To-Do list.