Help Scout

What do you like best?

We did a thorough evaluation of alternatives to our previous help desk (Zendesk). Given that our company was primarily relying on emails to offer support and that we required integration to tools such as our CRM and Jira, HelpScout looked like an excellent product for us and had a competitive price. We started with a free trial, and I cannot stress enough how much the HelpScout team has been helpful and easy to communicate with, answering all my questions.

A few months after starting using HelpScout, I can say that it delivered its promises. It is straightforward to set up and use. The UX is excellent, with helpful keyboard shortcuts and workflows to make our team more efficient. HelpScout emails are also a step up for the customer experience, who appreciate the seamless support.

What do you dislike?

There are just tiny details that could be improved according to me:

- native translation feature for the FAQ section (Docs)

- some limitations in the workflow setup

But we managed to find workarounds with the Help Scout team's help and are glad we managed to discover this great product.

What problems are you solving with the product? What benefits have you realized?

- Clearer communication with our clients, who are more satisfied with our support

- Better help desk UX

- Cost reduction for our help desk

- Rethink our workflows and support organization