Brendan Hegarty
Head of Customer Support · 1001+
1 review written · 5.0 average
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Reviews by Brendan Hegarty
★★★★★
Their support team is the reason I've stayed loyal for over five years, and that's not something I say lightly. When we rolled Help Scout out across a large enterprise environment, I had serious concerns. Hundreds of agents, complex routing requirements, multiple inboxes for different business units. Every time I ran into a configuration snag or hit something unexpected, I reached out to Help Scout's support. The response times were fast, genuinely fast, not the three-day ticket queue I'd grown used to with other vendors. The people on the other end actually understood the product. No scripted runaround, no getting bounced between tiers.
What earned my trust completely was an incident about two years in. A bulk import went sideways and started affecting live customer-facing conversations. I sent a message at around 7 p.m. on a Thursday. Someone was back to me in under twenty minutes with a real diagnosis, not a canned reply asking me to clear my cache. That kind of responsiveness during a production issue is rare. My ops team still talks about it.
Beyond support, the shared inbox and collision detection features have held up well at scale, and the Docs knowledge base integrates cleanly into our customer-facing flows. Reporting could go a little deeper for enterprise analytics needs, which is the one honest caveat I'd offer. But the overall experience, anchored by a support team that actually shows up, has made Help Scout the easiest internal sell I've had in years. If you manage a large support operation and want a vendor that treats you like a person rather than a ticket number, this is worth a serious look.
