Help Scout User Reviews

Help Scout PBC

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Love the mobile app!

I use Help Scout daily to run my business. It is so convenient to have the mobile version, as I’m always in and out of the office. I love assigning notes to co-workers, etc and not having to be on my laptop.

AnastasiaF1982

2 months ago

Response from developer

Thank you so much for your wonderful review! We're thrilled to hear that the mobile app has become an essential part of your daily routine, helping you stay connected and manage your business on the go. We appreciate your feedback and are always here to help if you have any suggestions or ideas for improving the experience even more.

Great mobile desk app!

It’s a simple and good app. Not hard to use. Been using it for 3 years without issue. Missing a few feature that still have to do on web app but nothing too critical. Give it a try.

TheGuildedBeard

2 months ago

App vs Desktop

Overall, the helpscout app is really useful. It’s great for on the go replying to customers and helping your support team navigate the waters of customer service. It’s light and gets the job done. Does it lack features compared to desktop, yes. So I wouldn’t rely on this as your main way to support your customers.

It’s common for there to be a disparity between apps and desktop sites, that’s not a deal breaker for me.

One feature that I think would be really helpful is chat notifications on the app. Even if you couldn’t respond to chats on the app (although that would be really nice) a simple notification would be very helpful.

Internally, our team is often moving around a warehouse. So, if there was a way to have them get pinged when a new chat came in, they could then go back to their workstation and help the waiting customer.

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iShane-1G

7 months ago

App is great

It’s wonderful to be able to respond Mobil questions using the Help Scout app. I’m not sure what these people are talking about. Works great for me and my business.

mommy69ontop

7 months ago

Works well for me

The reviews here are pretty harsh. This app has all the basic functionality of the desktop app. I can tag conversations, change their status, and use Saved Replies. It’s got everything I need to answer questions when I’m away from my laptop.

Bennnnnnssss

9 months ago

Response from developer

Thanks so much for the glowing review, we're so happy you're able to use the app to get through your day-to-day. We've much more to come this year so stay tuned for more updates (and spread the word to your team!)

They keep making updates that just aren’t useful

I am not sure who is in charge of the product development at HelpScout but they are behind and you can tell they just don’t talk to customers. That feedback applies to the product in general but since this is for the mobile app, I will keep my feedback there. You still cannot easily link to help docs 🤯 You still cannot switch between multiple workspaces if you have multiple HelpScout accounts. There aren’t tools to help make replying on mobile faster and the list goes on.

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msnicewatch

a year ago

Response from developer

Hi there, We're continuing to listen to feedback and make improvements wherever we can. Thanks for your continued feedback -- to the two points you've mentioned, we don't have support for multi-account logins (on any platform) so that's further out than most updates, however I've logged your requests on our internal tracking tool. Should we update that in the future we'll be in touch. Feel free to drop your fuller thoughts via email any time to the Help Scout support team.

Notification sound

After the 17.0.3 update the new notification sound is horrible. It’s very low and I can easily miss a notification. I am unable to change it to the old sound or another sound. I tried reaching out to apple but that was a waste of my time. This needs to be fixed because this is a business tool and needs to work better.

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User0516user

a year ago

Response from developer

Hi there, Thanks for the feedback on using the mobile app and the notification sounds. Unfortunately Apple have retired the older Tri-Tone sound within iOS, replacing it with the current "Rebound" sound effect which does have a lower pitch. While we cannot change the sound Apple are using we're tracking requests for choosing custom sounds for the mobile app. If that's something we can do in the future we'll be in touch. Keep in touch if there's anything else you need.

No preview in notifications iPhone / iWatch

I’m constantly on the go and rely on notifications. “Received a new conversation #123” - is it an urgent customer request, something that can wait, already handled or tagged by automation, or just some spam? There’s no way to know and noneay to quickly reply with a long press, as there is NO PREVIEW of the messages in the Notification Center.

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Amananadanow

a year ago

Response from developer

Hi there. Thanks for the review Amananadanow. We do have plans to add more context to push notifications down the line, but it's not a project we're working on right now. If you can write us at the help@ support address we'll be sure to tie your request to our tracking card and reach out via email when we have news to share.

I wanted to give a good review

I like helpscout and their desktop version works great and is reasonably priced. So it does hurt a little to give them a poor review, but their mobile app is beyond bad.

I’m not sure why it has to be so bad. They would be better off just making their web app responsive and wrapping it in an iOS app.

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Baj84

2 years ago

Response from developer

Hi Baj84, thanks for the review you left for us recently. Although it's a 1 star review we'd love to hear more from you on what it is you're looking for in our mobile app. While we're working on a redesign of the web app it's not going to be geared towards mobile users so if you could drop us an email to support (help@helpscout.com) we'll be happy to take that feedback on board.

Basic would be an understatement

While cleanly designed, most basic thing such as custom user parameters not pass in the app customer profile has turned it into 95% unusable.

Nobody expects nor like an email automation in an app, but the data is a basic thing.

Would gladly update my rating if anyone actually still developing this…

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Malondon

2 years ago

Response from developer

Hi there, Kristi from the Help Scout support team with an exciting update! Customer Properties are now visible from the mobile app. 🥳 Just click the customer's icon to view all their details: Hope this helps! 🙂 Kristi Ernst Thompson help@helpscout.com P.S. Inbox 2 is here! Join us for a live class to learn all about the latest version of Help Scout, and the new features that are available to you. Did you find this helpful? Yes Kinda No