Percy Galbraith
Independent Customer Support Consultant · 1-10
1 review written · 5.0 average
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Reviews by Percy Galbraith
★★★★★
What genuinely impressed me is how granular the conditions get. I can filter by tag, by whether a conversation has a reply from the customer in the last 48 hours, by the specific mailbox it landed in. For a solo operator juggling four or five client accounts inside one Help Scout login, this is not a small thing. It keeps each client's work visually separated without needing separate logins or complicated workarounds. I did run into one frustration early on: Saved Searches don't support OR logic between conditions, only AND. That's occasionally limiting when you want to catch a wider net of conversations in one view. Took me a while to find a workaround using tags upstream instead.
Beyond that one quirk, the feature has held up. Their documentation on it is clear, and the one time I emailed support with a question about ordering the sidebar views, I got a useful reply same day. The price point for what you get as a single-person operation is genuinely hard to argue with. If you're thinking about whether Help Scout earns its keep for solo work, the answer is yes, and Saved Searches are a big reason why.
