Handy app, with a couple of bugs
Two things stopping this from being a 5 star app:
1. Bulk actions seem to confuse the app - for example sliding 6-8 tickets to Closed one after another gets the ‘Ticket Closed’ banner slowly appearing and re-appearing for the next few minutes.
2. “Server Unavailable” at least 2 or 3 times a day, whether on 4G, Wifi, full signal, no other issues but for some reason the odd few times a new ticket notification comes up, I tap it straight away, sit and look at the ‘loading’ icon and then suddenly ‘Server Unavailable’ - quitting and re-opening app fixes it.
Response from developer
👋 We’re very sorry to hear about the issues you’re running into! We recently released an update with improved networking, which may help in clearing the connection problems up. If not, definitely shoot us a message at help@helpscout.com so we can help narrow down the cause.
Missing basic features!
The mobile app is lacking basic features such as notifications, sorting and being able to chat with customers! I would expect these features from a $50 / month service. Please bring those features soon!
I noticed that the notifications feature has been requested 3 years ago without any updates! Please listen to your customers!
Response from developer
👋 We would ❤️ to hear more about which features would make you happier, the best way to do that is via a conversation with our lovely customers team at help@helpscout.com In the meantime, badge style notifications are on our own wish-list and I've added your vote ✅ to the count and we'll let you know when we get to implementing the feature.
Add manual workflows to the App
Response from developer
🥰 Thanks for the kind words. Adding manual workflows into the application is part of our long term plan, I've added your vote to that feature request and will let you know once we roll that feature out.
Poor treatment of customers
Response from developer
👋 I'm sorry that you are unhappy about our recent pricing changes. It is true that we will probably iterate on our pricing model in the future as that is a fact of life; however, I can most certainly attest that our existing pricing structure does not offer lower prices to new customers. Our pricing models are based on team size and feature usage as outlined here: https://www.helpscout.com/pricing/ and how we handle pricing and plan changes can be found here: https://docs.helpscout.com/article/1300-legacy-plan-changes We'd ❤️ love to chat with you more about your particular situation, please send us a 📝 note at help@helpscout.com
Lacking essential basic features.
Constantly crashes
Keeps getting better
Response from developer
Thanks for the kind words! 🥰
Great app for support teams
Been using it for over a year now, and recently if you click on a Help Scout link in an email, it opens the web interface and shows a full screen ad asking you to download and use the app. Previously it just opened the app. Which I have.
Not sure how to prompt it to move on at this point?
Response from developer
👋 hello there! First, we would ❤️ to help get your linking issue sorted and can give you a 🤝 if you would be so kind as to send a note to our customers team (help@helpscout.com). Second, many, many thanks for the other kind words. 😊
Great app, but...
My only issue is this one bug I’ve been facing, where if I lock my phone and use another for however long, then my app will no longer load and keeps crashing, meaning I have to delete and reinstall the app to use it! Very tedious.
But still, great app.
Response from developer
🥰 Thank you so much for the kind words! We'd love to troubleshoot your issue with you and see if we can't find a resolution, if you would be so kind to drop a note 📝 to our customers team (help@helpscout.com), we can continue the conversation there.
Sorting??
Response from developer
👋 Hiya! Message sorting is something that is on our wish-list, so we'll be sure to add your vote towards the feature! For the moment, this feature is only available on the web application, but we'll keep you posted if things change. Many thanks for the feedback!
