Help Scout

Help Scout has made it very easy to stay up to date with the newest versions, as the updates fix problems that have cropped up in the past. They're also adding new features that increase productivity and make it easier to for clients to stay connected with their customers. One of the newest features is the editing article option that saves a lot of time from having to redo all of the work from scratch. Support responds quickly to any suggestions and ideas that are sent their way, which shows they care about their clients' needs.

The knowledge base, although attractive, does lack some polish. The visual editor alone can be unpredictable sometimes and doesn't act as fluid as it should. Trying to differentiate between sites, collections, and categories can be cumbersome to sort out. There are easier options that make content management easier, such as WordPress and Joomla. The content management system doesn't allow the movement of articles from one collection to another; instead, the process involves copying and deleting, which makes it feel more cumbersome. Exporting tickets could make offline reporting possible in the instance where there is no connection.

Help Scout is definitely worth trying out, and the free trial makes that possible. Once you've experienced their features, you'll be more than willing to pay their affordable price for their services, as it's easy to use and will increase productivity. The instructions at the beginning will help to walk you through the process so that you can jump right into using this wonderful piece of software.