No longer works
Response from developer
Hey April, thanks for the review. I'm sorry that you're having issues with our mobile app but am happy to take a look at this for you. Can you first try a delete and reinstall and see if that helps unblock this problem -- if not please email us from the Beacon under the Help menu so we can check to see if there's a specific conversation or area that's causing a crash. Thanks, April!
Can’t trust helpscout
Response from developer
Hi there. We'd love to discuss what problems you're facing with your Help Scout service, and which feature you feel we're removed from your existing plan. Relating to your mobile review though we've only added features over time including, most recently, customer profiles. For exporting data from Help Scout we do have an API that can be used to capture any data from your account, and we can also export a complete list of all your customers if requested via email. Reach out to our team via the in-app Beacon and we'll be happy to help with that, or answer any other questions you have.
Why no chat?!?
Nearly useless
Response from developer
Hi mccallus, thanks for the review and feedback. We take note of all reviews of our mobile app, from one star to five it's all valuable information that lets us know what Help Scout features our users are most excited about. We don't have plans at the moment to bring Live Chat to mobile, and that's been the case for a while. Longer term we'd like to look at how we can do that in a way that's useful for the Help Scout user (and their customers) and we can certainly add you to the list of requestors for that feature. If you could drop us an email to help@helpscout.com we can log that feedback and keep you in the loop when there's news to share there. If you could also let us know in your email what other features you'd be most excited about seeing I can pass those thoughts on to the product team. Thanks.
NEEDS ONLINE OPTIONS FOR THE APP!!
Decent but needs work
Interface is good and allows me to knock out some quick response items. Wish it was more robust like the desktop application though
Response from developer
Hi there. Thanks for the review, TSOCJ -- I've passed along the feedback to our team for Beacon Chat on our mobile devices. We don’t currently support the ability for users to handle chats within our mobile apps, but we would love to hear a bit more from you about how you'd like to add this feature into your teams current workflow! Can you drop us an email to help@helpscout.com for us to continue that conversation? While I have you here, would you be interested in having a chat with our product team about Help Scout's mobile platform in general? Our Product Manager for Mobile Products is hoping to talk to customers like yourself who currently leverage our mobile apps and/or SDK (or would like to!) to get a better understanding of your needs and experiences thus far. Your feedback will be really helpful in shaping the next phase of the product. If you could let us know in your email if that interests you we'll get that meeting scheduled!
Missing features and weirdly political
Also, for some reason they’ve decided to promote US based political causes on the app. Huge turn off, frankly. Do we all have to wear our politics on our sleeve with everything we do?
Response from developer
Hi there. Just an update to let you know that with our most recent release on the App Store (v1.21.0) you're able to view (and copy) the customer email address under the Details section on every customer response. I hope this update helps you support your customers quicker -- we've some bigger changes still to come with customer profiles but let us know if you have any other requests!
Lots of bugs and glitches
Desktop application is phenomenal, app is ok.
Also, you can not check stats on the app.
The app is great for emails on the go but not much else.
Response from developer
Hey Ksm1862, thank you for your review. We do have a tracking card for customers who want to create Phone notes on our iOS app, but we don't have any immediate plans to add that just yet. If you drop us an email we'll make sure you are on the list to get an update. We won't be adding Reports to the mobile app in the future, if we do that's further out but we can track your interest. Again, drop us an email and we'll keep you informed!
Desktop version good. Mobile app convoluted and poorly designed
Additionally it does not show the email address of the customer you are responding (just the name) to so you never are sure it is going. What email program does not show the email address you are replying to???!!!!
There are a plethora of other annoying issues but I am thankful I do not have to use the app
often ...
Response from developer
Hi there. Just an update to let you know that with our most recent release on the App Store (v1.21.0) you're able to view (and copy) the customer email address under the Details section on every customer response. I hope this update helps you support your customers quicker -- we've some bigger changes still to come with customer profiles but let us know if you have any other requests! For your other points, the mobile apps for Help Scout are entirely different experiences (as you've noted) due to needing to design to the strengths of the platform however the features you noted (New Conversation and Forwarding) are located under the same menus you'd see on the web-app. Look forward to hearing from you soon. If you're running into issues with accessing those or have any other feedback please drop us an email and we'll have that logged for the team!
