Help Scout

Read 9 Reviews of Help Scout to check if it is legit.

Website & Phone:
 http://helpscout.net

Dante
2 months ago

The design behind the ticket system is really good, assigning to people, adding notes, creating automatic workflows, etc., so it could be something everyone would love to use. But it is not, and here is why:

– It becomes really slow very often. There isn't a week where I can just really focus on my work, as I have to wait sometimes 20-30 minutes for one email or attachment to load in.

– Their developers do not support, nor care about actual problems in their code.

When you contact their support, these people are not the developers of helpscout, maybe they have some basic knowledge about website development, but not that much. They can only tell you basic debugging ideas, what you have already gone through.
Once you finally get to a stage where they realize that there is an actual problem in their code, they are putting it into their to do list, where it might never will be solved. There were issues, where I was contacted years after reporting it, that "yay we solved it".

I sent them a recording about a 100kb attachment how slowly gets downloaded from their servers (about 30 minutes, if it gets downloaded at all), so if you are a web developer, you already know that zero codes are involved in this process, it is just pure server speed. And they just couldn't do anything about it, but this speed doesn't only affects attachments, but their entire system.

So instead of a smooth experience it is often a struggle to work with them.

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Kevin
1 year ago

Our vessel has a few different email addreses we need to keep in check. We use HelpScout so that several of our crew can keep an eye on multiple inboxes.

The notes and tags features are very useful to us, allowing for great organisation. We'll continue to use.

Reason for 4 stars is that the Android app needs an update – we use workflows in the online version however we cannot do this on the Android version.

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Kelsey
1 year ago

Platform works fine, I used it for a year or so with the "Free forever" plan. It would be a 5 stars if it wasn't that the "Free forever" plan at some point became a "sorry we changed our mind it's now 30$/month" plan. I don't mind paying and I understand things can change to pursue a sustainable business model just don't advertise it with "Free forever", that's lying. I moved to a competitor for 5$/month and I get what I need, a simple support ticket inbox.

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Precious
1 year ago

Great company to deal with. Don't bother with expensive products like Intercom, use this instead.

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Laurel
2 years ago

I'm sure the FAQ hosting is fine but that's a waste of money when page design is so easy and their design is so rudimentary, it becomes demonstrous when you consider it circumvents your bug reporting and puts a monkey between the user and anyone who can fix anything when it actually does go wrong and is not already in the knowledge base. See FAQs kinda develop from good communication between users and company. What you will find with this company is that its staff are tasked with making it your fault or no ones, I believe this is because they can't understand the problems to relate them. One way or the other they can't relate the issues in ways that your team understand and feature braking errors go unfixed, your product fails because its not working for anyone and people get sick of hearing "It's normal." If its normal for a product to not work by design then then It's a bad product. Do you have an Exit ICO? Ruining some other scam? Maybe this company is for you…

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Racheal
2 years ago

Super basic helpdesk software that works – Can onboard personnel very quickly. Zendesk seems to have more features at the same price points but it is generally more complex and has a higher learning curve. On the other hand, Zendesk just came out with a $5 per seat per month plan that seems to be at par with Helpscout.

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Alfonso
2 years ago

I was lucky enough to be on a free plan, which they honoured even when they stopped offering free plans, however we've been so impressed with the software that we ended up paying for our users to get the extra features.
Really simple to use and set up, been using it for 2 years, never had a problem, never missed an email. Really happy customer here.

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Paula
3 years ago

Amazing I was helped out before I even knew what I needed

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Nelson
4 years ago

In the past you paid flat price for the service and then they changed the pricing model and charge money for EACH USER now, so you have to pay like 10 times more

Is Help Scout legit or scam? Can I trust Help Scout?

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