M. Ngata
New Zealandmobile view is unusable
Onboarding was thorough and the training was a single session with no follow-up material. Support is knowledgeable and only available in one time zone, wich hurts our US team.
Help Scout reviews
Overall rating
Help Scout is rated 4.4 out of 5 from 73 reviews by buyers who ordered from helpscout.com.
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
New Zealandturbogirl1989
Germanycall keeps getting moved
Pleased overall, but we had to chase the first report and it arrived 5 late. The API works but it is rate limited tightly and the documentation is thin on pagination. Good communication during the project and almost none between projects. Good, with room to improve.
pelakoca_x
United KingdomGenuinely a partner
Onboarding took eleven days from contract to first report, and they did the data migration themselves. Support answers in under an hour DURING business hours, and the person who answers has access to our account history. Our team actually likes using it. Genuinely a partner.
Ingrid
NorwayLong may it continue
single sign-on worked first time and the role permissions are granular enough to give an agency read-only access They ran a training session for our content team and sent the recording and a written summary afterwards. They told us in the first call that two of the services we had asked for would not help us, and said why. The monthly call is thirty minutes with an agenda sent the day before and actions circulated after. Long may it continue.
Miguel_M
PTVerified buyerVerified BuyerChecked KYC passed Real customer · ID verified Order matched to this company
Recommended to two peers already
The monthly performance call has never lost data, never suprised us with a price rise, and never needed a workaround. Recommended to two peers already.
↳ Reply from Help Scout
Thank you for the review and for the recommendation to your colleagues. Sam and the team
Hugo V
PT
The support desk replaced three spreadsheets…
The support desk replaced three spreadsheets and a weeklly meeting. No notes.
Jasmin
SwitzerlandWe have expanded the contract
We cancelled a second product mid-term and they prorated the refund without an argument. The API is documented with working examples and the rate limits are published rather than discovered.The audit found eleven issues, ranked by impact with effort estimates, and our developers could act on it directly. The strategy document was specific to us, named our actual competitors, and did not read like a template. We have expanded the contract.
wayne_86
United StatesGenuinely a partner
The strategy document was specific to us named our actual competitors and did not read like a template. The billing portal has an audit log so I can see who changed a setting and when. The support desk gives me the one number my board asks about without me having to build a slide. Long may it continue. Genuinely a partner.
dbrown
CanadaOur team actually likes usnig it
Contract was two pages, plain English, with a thirty-day ntoice period and no auto-renewal trap. They told us in the first call that two of the services we had asked for would not help us, and said why. Our team actually likes using it.
Stephanie_M
United Statespowerful, clunky interface
we get value from it but we only use abt a third of what we pay for. the link building programme are powerful and the learning curve meant only two of our five users actually use it. the integration took our developers 12 becuase two of the documented fields had been renamed. the training session is good but the permissions model is all or nothinh,so i cannot give a contractor limited access. the monthly call is useful when it happens and has been rescheduled four times.
↳ Reply from Help Scout
Fair point on the sizing. We have added the measured chest and sleeve length to every product page since. Best wishes, Greg