Subscription-based notifications
Users subscribe to notifications for ticket updates
Cat avg: 8.1
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Cat avg: 8.6
External knowledge base
Customers can self-service by searching through help articles.
Cat avg: 8
Ticket creation and submission
Users and agents can easily enter new support requests.
Cat avg: 9.1
Worst Performing Features
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Cat avg: 8.1
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Cat avg: 8.6
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Cat avg: 8.8
Help Scout Features from Reviews
Incident and problem management
Streamlining ticketing and service restoration processes
8.8+6%
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Subscription-based notifications
Users subscribe to notifications for ticket updates
Category average: 8.1
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Self Help Community
Features that allow customers to self-service for support issues.
8.5+5%
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Category average: 8.1
Multi-Channel Help
Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.
8.0-3%
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Category average: 8.6
Help Scout Features from the Vendor
Incident and problem management
Vendor-contributedOrganize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Subscription-based notifications
Users subscribe to notifications for ticket updates
Ticket creation and submission
Users and agents can easily enter new support requests.
Ticket response
Agents can easily follow up with customers.
Automated responses
Common requests can automatically trigger a standard response.
Attachments/Screencasts
Agents can send attachments and/or set up screencasts to assist with support issues.
Self Help Community
Vendor-contributedExternal knowledge base
Customers can self-service by searching through help articles.
Internal knowledge base
Internal knowledge base helps agents answer customers' support questions.
Multi-Channel Help
Vendor-contributedEmail support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Help Desk CRM integration
Integrates with CRM so that tickets and support communications are coordinated with customers' records.
Additional Features
Vendor-contributediPhone app
Embeddable Contact Form
Customer Satisfaction Ratings
Reporting
API Access
40+ integrations