# Help Scout — Support customers on the go

> Mobile customer support software for efficient customer assistance and relationship building. (iPhone/iPad app by Help Scout PBC.)

- Source: https://appshunter.io/ios/app/help-scout/id966327660 (this page in markdown: same URL + `.md`)
- Developer: [Help Scout PBC](https://appshunter.io/developer/966327659)
- Category: Business
- Price: Free
- Rating: 4.20/5 from 298 App Store ratings · 116 written reviews indexed
- Age rating: 4+
- Requires: iOS 16.0 · 94 MB
- Languages: American English
- Released: 2016-01-18
- Data updated: 2026-08-23
- Monetization: freemium
- User reviews in markdown: https://appshunter.io/ios/app/help-scout/id966327660/reviews.md

## What is Help Scout?

Help Scout's iOS app gives you powerful customer support software in your pocket so you can quickly assist customers from wherever you are. Keep your finger (literally) on the pulse of what's happening with your customers, collaborate remotely, and put the life back into work-life balance — all without compromising your customers’ experience. Build stronger customer relationships through fast, personalized email support — simply log in and get to work!

With the Help Scout app, you’ll be able to:
• Navigate to any Help Scout mailbox with a tap
• Access all conversations and handle those assigned to you
• Reply to customers quickly with saved replies - you’ll look like a genius without even trying
• Apply tags to categorize conversations or trigger automations like magic
• Add notes to conversations to keep everyone in the loop, even in the remote-est location
• Change conversation status with a single swipe
• Keep conversations moving by assigning them to a team member or teams (Plus Plan only)
• Apply custom fields to keep reporting data pristine (Plus Plan only)

## Key features

- Access all mailboxes
- Handle assigned conversations
- Reply with saved replies
- Apply tags to conversations
- Add notes to conversations
- Change conversation status
- Assign conversations (Plus Plan)

## What do users think of Help Scout?

Overall sentiment: neutral

**Pros**

- 🚀 Great mobile app
- 👍 Convenient for on-the-go support
- 💡 Helpful for quick responses
- 🚀 Smooth and fast
- 👍 Clean and user-friendly interface

**Cons**

- 🐛 Crashes and stability issues
- 🔒 Lacking security features
- 💡 Missing key desktop features
- 👎 Frustrating updates that remove functionality
- 🔋 High battery consumption

**Commonly reported bugs**

- Frequent crashes and freezes
- Login issues and sign-outs
- Unassigned inbox not loading
- Formatting issues with saved replies
- Compatibility problems with newer iOS versions

**Most requested features**

- Ability to view and manage customer profiles
- Support for live chat
- Improved notification system
- Customizable inbox views
- Integration with other tools

## Recent user reviews (10 of 116)

All indexed reviews: https://appshunter.io/ios/app/help-scout/id966327660/reviews.md

### 5/5 — Great app!

*2026-03-07, version 2026.3*

Helpscout is vital to my workflow and this app lets me do everything without lugging my work laptop around! Thanks for the great app and for the continued support!

### 1/5 — Used to be ok. Now worse.

*2025-10-31*

Before the recent update, October 20 25 the old app was basic functional and simple. Most actions were one click away.

Now, everything is 2 to 3 clicks away. If I didn’t know, it was better than this previously, I might just be simply uninterested in using this. Now, I’m frustrated.

I was able to modify to return some of the simplicity of ease by creating and using manual work flows. I’m upset to find this week’s update has removed that ability, and made functionality worse by making access to 3 clicks like everything else. 

I’m not really one for writing reviews. But I’ve been using this app for over 10 years now, and I’m very frustrated with these recent changes. Feels like they hired a new team of developers and couldn’t stop them from making it worse.

### 1/5 — Constant Sign Outs

*2025-10-13, version 2025.21*

I am signed out every few days which is ridiculous. I also hate the new layout, it feels they changed things just to change it without considering good usability.

### 1/5 — Lacks Chat, Signs Out Frequently

*2025-10-02, version 2025.21*

There is no way to facilitate live chat on the app making it only useful at a computer. The app regularly logs you out and you have to sign back in.

### 3/5 — Missing some features

*2025-08-19*

Needs to add the ability to do Live Chat with customers over the app like Intercom does. This would be a game changer. Instead of implementing useless AI, give us Live Chat access through the app!

Also needs to have the option of having conversation previews in the banner notifications. Seeing incoming messages in the preview would make things so much easier.

**Developer response:** Hey Stiles, Shaun here from the Mobile team. I hope you're well! The manual workflow triggering is something we're tracking but not actively working on. Previously we were looking at exploring snooze, but our resources shifted to other work instead such as the redesigned Profile section. You'll be happy to know that discovery work on this is definitely on our near-future roadmap and I can keep you in the loop when that happens.

Get in touch if you've any other questions for now!

### 1/5 — Terribly Annoying

*2025-06-06, version 2025.16*

All their stupid requirements just to login and requirements to update in order to use. Plus annoying and in your face notifications.

### 2/5 — The Home page is horrible

*2025-05-23, version 2025.16*

The Home page with the inboxes needs to be better utilized. It’s really not useful and annoying. No Apple Watch app. No dark mode.

### 1/5 — App freezes too much

*2025-01-15, version 2025.2*

I have to use this for my job but this app freezes occasionally when using saved responses or sending messages. It will be buffering for a long time and I have to close the app, then I have to rewrite the whole thing. Pretty frustrating

### 2/5 — App needs work to be useful

*2024-12-29, version 2024.24*

It’s very barebones, missing a lot of the features I need. Also is buggy and needs to be deleted and reinstalled periodically.

### 1/5 — Lacks depth and reliability

*2024-12-21, version 2024.23*

The app is simply inadequate - it is buggy, doesn’t offer many features (including viewing or handling chat) and generally is not reliable.  A big disappointment and reason to select another tool.  They are fortunate the product is sticky because the cost of changing is very high.

## Frequently asked questions about Help Scout

### What does the Help Scout app do?

The Help Scout app provides powerful customer support software on your mobile device. It allows you to manage customer inquiries, respond to emails, and collaborate with your team from anywhere, ensuring you can assist customers quickly and maintain strong relationships.

### What are the key features of the Help Scout app?

Key features include navigating to any Help Scout mailbox, accessing and handling assigned conversations, replying to customers with saved replies, applying tags for categorization and automation, adding notes for team collaboration, and changing conversation status. Some features like assigning conversations and applying custom fields are available on the Plus Plan.

### Is the Help Scout app free to use?

The app itself is free to download and use for core functionalities. However, advanced features such as assigning conversations to team members or teams and applying custom fields are part of the Help Scout Plus Plan, indicating a freemium model.

### Who is the Help Scout app designed for?

This app is designed for customer support professionals and businesses that need to manage customer interactions efficiently on the go. It's ideal for teams who want to provide fast, personalized email support and maintain strong customer relationships without being tied to a desktop.

### What platforms is the Help Scout app compatible with?

The provided description specifically mentions the Help Scout iOS app, indicating compatibility with Apple's mobile operating system. Users with iPhones or iPads can download and utilize the app.

## Version history (last 5 releases)

### 2026.11 — 2026-08-19

You can now reply to SMS conversations! Notes are also more flexible and can be edited or deleted once they've been posted. This release also includes a handful of smaller under-the-hood improvements and fixes.

### 2026.10 — 2026-08-06

This release adds thread reactions to conversation threads — you can quick-react from the thread options menu, tap a reaction chip to toggle it, and long-press to see who reacted, with names and avatars kept in sync in real time. SMS conversations now open in read-only mode, with replies disabled and a banner directing you to reply from the web.

### 2026.9 — 2026-07-14

The conversation list gets a fresh new look, and you can now copy a direct link to any thread to share it in a tap. You can also swipe to delete draft conversations right from the list.

This release also brings a notification center crash fix, and other improvements.

### 2026.8 — 2026-06-16

Next Response Time goals now appear in SLA details — a single "Respond in" summary when a goal is overdue, or separate rows when everything's on track.

### 2026.7 — 2026-06-02

Set a custom status message directly from the app. Pick an emoji and add a message to let your team know what you’re up to — or clear it when you’re back. 
You can now also start a new conversation from an existing thread, so you don’t have to jump to the web when you need to spin something off.

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## Related topics

[helpscout](https://appshunter.io/ios/topics/helpscout) · [infosha](https://appshunter.io/ios/topics/infosha) · [hbase on the go](https://appshunter.io/ios/topics/hbase-on-the-go) · [industry online support](https://appshunter.io/ios/topics/industry-online-support)

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*Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-08-23.*