Great app!
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!
Used to be ok. Now worse.
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.
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.
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Constant Sign Outs
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.
Lacks Chat, Signs Out Frequently
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.
Missing some features
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.
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.
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Response from developer
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!
Terribly Annoying
All their stupid requirements just to login and requirements to update in order to use. Plus annoying and in your face notifications.
The Home page is horrible
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.
App freezes too much
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
App needs work to be useful
It’s very barebones, missing a lot of the features I need. Also is buggy and needs to be deleted and reinstalled periodically.
Lacks depth and reliability
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.
Great app
I manage a company that Does some product making and selling and we use HelpScout! What I don't like Is the fact We have to use the sight for setting management. Please put the features of the Settings manager and please put them in the app. Thank you
Response from developer
Thank you so much for your positive review! We're happy to hear that the app helps you manage your company and connect with customers. We appreciate your feedback as well and are always here to continue the conversation on how we can improve the app's accessibility. Please reach out to us at help@helpscout.com to discuss more.
Still so underpowered & buggy
Been using this app for half a decade. In all that time, zero new features have come out for iOS. Still can’t search a doc / insert its link, a feature web has had for….ever. Today i have “unassigned (1)” with zero items in my list. Tomorrow it’ll be a send button not working or a URLSession error. Im looking forward to migrating all of our content off of Helpscout and finding a service that maintains their ios apps.
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Home Screen is horrible
The Home Screen with the inboxes needs to be better utilized. It’s really not useful and annoying. No Apple Watch app. No dark mode.
Breaks constantly
Edit 2: never mind, the malformed JSON bug is back again. This is getting ridiculous. I can’t even send messages.
Edit: previous issues fixed The app mostly works, but recent updates kept breaking login and reply functionality. Hopefully the app will be more stable in the future.
Edit: previous issues fixed The app mostly works, but recent updates kept breaking login and reply functionality. Hopefully the app will be more stable in the future.
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.
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.
Completely broken app won’t allow login
Get on top of this Help Scout. This is pretty insane that I can’t login.
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.
Cannot see drafts
Just updated to the latest version. Cannot see Drafts. App is also very slow.
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.
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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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.
