Help Scout

(96)
4.4 out of 5 stars

A help desk for teams that insist on a delightful customer experience

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Help Scout Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

86%
(Based on 67 reviews)
Response Automation

Respond to common requests with standard reply

88%
(Based on 58 reviews)
SLA Management

Service Level Agreement Management

n/a
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

86%
(Based on 60 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

90%
(Based on 60 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

93%
(Based on 64 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

95%
(Based on 63 reviews)
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

91%
(Based on 17 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

88%
(Based on 16 reviews)
Community Forums

Enables users to engage with other users to solve common issues.

68%
(Based on 7 reviews)
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

90%
(Based on 9 reviews)
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

90%
(Based on 13 reviews)
Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

81%
(Based on 11 reviews)
Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

89%
(Based on 16 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

53%
(Based on 8 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

n/a
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

93%
(Based on 55 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

66%
(Based on 24 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

73%
(Based on 5 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

n/a
Customer and Contacts Database

Central repository for account and contact information

85%
(Based on 7 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

n/a
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

84%
(Based on 50 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

n/a
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

n/a
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a
Reporting

82%
(Based on 54 reviews)
Dashboards

83%
(Based on 58 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

n/a
Customization

77%
(Based on 26 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

87%
(Based on 27 reviews)
Internationalization

83%
(Based on 14 reviews)
Performance & Reliability

96%
(Based on 30 reviews)
Integration APIs

87%
(Based on 19 reviews)