What do you like best?
The UI/UX of Help Scout is beautiful. You can tell that they put a lot of thought into the design of the tool. The functionality is incredible as well. With "Workflows" to identify inbound emails and direct them/assign them where you need them to go based on many different triggers, very powerful.
I have actually decluttered my inbox significantly by creating a "mailbox" within Help Scout which is called "newsletters" and I have all of the great articles that I am subscribed to go to Help Scout instead of directly to my inbox. Now when I go to my G Suite inbox, I know that the emails showing there are time sensitive and important.
It is also a gem for the help desk side of things. Managing inbound support inquiries from clients is a joy within Help Scout. So much in-fact that we have been pushing Help Scout to our own clients because it has worked so well for us!
What do you dislike?
I really wish there was some type of timer that could begin when you start working on a support ticket. It does not even natively integrate with Harvest which would be great. We really need to be able to know how much time we spend solving individual support tickets (sometimes to bill clients based on the time spent).
It would be great if there was some type of "live chat" functionality baked into the Beacon which you can host on your site. Having competitors similar to Intercom, it would be great to kill two birds with one stone versus getting our clients set up on a help desk + live chat service. Would be awesome if they could integrate this.
Recommendations to others considering the product
If you do not currently have a Help Desk, are sharing an inbox between employees, or have an out of control inbox, a Help Desk is a must-have. Especially one like Help Scout which is built very well for these use-cases and is very easy to use. Yet powerful.
What business problems are you solving with the product? What benefits have you realized?
Customer support, info requests, sales requests, email decluttering, alert system (for the IT side of our business, alerts get pushed into Help Scout and we can monitor them nicely from there depending on whether or not we have to take action).