Help Scout

The new Shopify integration has been a game-changer for us! We now have in-app views of customer orders, which includes a list of products, fulfillment info, and tracking links. It eliminates the need to head to Shopify, & saves us a lot of time!

Help Scout has been a really great service and the team has been extremely response to feedback! My only current feedback is with our new authorization features with Shopify. Having the Shopify order accessible directly through Help Scout is great except we aren't able to leave comments/notes in the Shopify order via that side bar. It would be extremely beneficial to have the ability to quickly leave comments/notes on the order as that is how our customer service team maintains a communication history for each customer/order!

Friendly user

Love the ease of the new integration features! Would love to see the phrase "Cancel Order" instead of just "Cancel" on the right hand side bar. It get's me every time that I'm canceling out of what I'm doing, not finalizing the order cancellation.

Not compatible with Shopify checkout extensibility

Helpscout is a great platform, but their integration with Shopify has a ways to go.

The functionality missing specifically with Shopify is

1) showing customer and order TAGS in the side bar integration area

2) the ability to link to products you sell in your responses.

Both of these are pretty simple and table stakes with other platforms, Re Amaze/Gorgias.

Other functionality we know they are working on is integrating their AI tool, which is currently not integrated, but coming soon.

We are waiting until a few more of these items are live before we migrate.

Incredibly smooth integration. Allows our agents/management to quickly access required information where we need it most to give customers seamless assistance.

Been using Helpscout for almost a decade and it's been awesome. I love its simplicity and how it keeps the communication to our customers just as normal email (no weird ticket numbers and extra stuff tacked on in the header). Also super nice to have Shopify orders directly linked and embedded in the Helpscout conversations. Highly recommend!

In general, the system for handling customer inquiries through ticketing is effective and straightforward. However, the integration with Shopify leaves much to be desired.

While working in the Help Scout, the sidebar only displays a some order numbers and totals, without providing information on shipping addresses, tracking, or customer extra details. To access this information, you must leave the Help Scout platform and open a new window.

Additionally, the integration does not support the installation of Live Chat (Beacon). You need to install the script manually through the theme files, and the loading speed is slow. A better way to do it is via the Shopify Scripts integration that is available for themes 2.0.

You can't use "Secure beacon" to identify users and store their information for future reference. To integrate with Shopify properly, a developer must be hired, and the Help Scout API must be learned, according to a Help Scout representative.

I wish this specific Shopify App by Help Scout would have been updated with more features.

Helpscout is an outstanding help desk tool for small and medium businesses. The Shopify integration is great. It allows me to see (and links to) a customers Shopify order history from within helpscout. It adds great context to customer interactions.