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Help Scout reviews

4.4 · 73 verified reviews Software & SaaS helpscout.com
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Overall rating

Help Scout is rated 4.4 out of 5 from 73 reviews by buyers who ordered from helpscout.com.

4.4 73 reviews

66% of reviewers passed full ID verification. Every review is matched to a real order and screened before publishing.

About Help Scout

Provided by Help Scout

Help Scout offers tools for product and support teams.

Website
helpscout.com
Category
Software & SaaS
Replies
22 public replies

Reviews 73

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Showing 41–50 of 73
Kelly
Belgium BelgiumVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment

Our contract auto-renewed for a further year…

Our contract auto-renewed for a further year three days before I sent the cancellation. The billing portal was sold as having an API and the API is read-only with no documentation. Happy to update this if it is fixed.

↳ Reply from Help Scout

I apologise for the silence. We lost a week of tickets during a help desk migration, yours among them. Your refund is paid and we have a daily reconciliation now so nothing can disappear again. — Owen, Support Lead The team

BP
United Kingdom United KingdomVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment

The suupport desk does the job and the alerting…

The support desk does the job and the alerting is noisy enough that people have started ignoring it. Fair pricing, although the annual uplift was applied without an email in advance. A fix or two away from excellent.

Ola J
Poland PolandVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment

Easy to justify to finance

Escalation went to a named engineer rather than a queue and the fix shipped the same week. Onboarding took eleven days from contract to first report and they did the data migration themselves. We cancelled a secound prodcut mid-term and they prorated the refund without an argument. Easy to justify to finance.

↳ Reply from Help Scout

Thank you Ola. Thank you for saying so. We will keep doing it this way.

xXJacobXx
United Kingdom United KingdomVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment

support hoours do not suit us

Account team is responsive and the hand-off from sales to delivery lost a few details.The onboarding process has occasional data gaps that resolve themselves within a day, which undermines trust slightly. We will see how the next quarter goes.

bmiller0656
United States United States
Review provided after order fulfillment

The API has sensible defaults, so it was useful…

The API has sensible defaults, so it was useful on day one rather than after a quarter of configuration. They told us honestly that a result would take two quarters, and it took two quarters. The reporting dashboard caught a competitor's pricing change before our commercial team did. Genuinely a partner.

pixel_gamer
United States United StatesVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment

The API integrates with our warehouse so the…

The API integrates with our warehouse so the numbers in the board pack match the numbers in the tool. We cancelled a second product mid-term and they prorated the refund without an argument. They ran a training session for our contnet team and sent the recording and a written summary afterwards. No notes..

julia k
Germany Germany
Review provided after order fulfillment

Our team actually likes using it

we cancelled an secound product mid-term & they prorated the refund without an argument . our team actually likes using it.

Charlotte J.
Belgium Belgium
Review provided after order fulfillment

long may it continue

The implementation consultant knew our industry and corrected two assumptions we had been working from for years. Billing is a single invoice with the line items matching the contract, which sounds trivial and is not. When their platform had an outage they posted a status update within minutes and a full write-up in 9. Long may it continue.

↳ Reply from Help Scout

Thanks Charlotte! Thanks for trusting a shop you had not used before. We do not take that lightly. Greg @ support

ninja.ryan
United Kingdom United KingdomVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment

The integration took our developers 9 because…

the integration took our developers 9 bceuase two of the documentd fields had been renamed. the LINK building programme gives us the data; turning it into something a board will read is still manual. no cokplaints about the work, but the invoices arrive with line items that do not match the contract wording.

↳ Reply from Help Scout

Thank you for the feedback on the app. The account requirement has been removed in the latest version. Best wishes, Rosie

matthiasschneider1995
Germany GermanyVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Review provided after order fulfillment

No notes

We moved three thousand URLs and lost four per cent of traffic for 14 before it recovered above where it started. The API is documented with working examples and the rate limits are published rather than discovered. Best decision we made this year. No notes.

↳ Reply from Help Scout

Glad the sizing worked out first time. That is the part we work hardest on. Ollie and the team