# Help Scout — user reviews > 116 indexed App Store user reviews of Help Scout by Help Scout PBC, rated 4.20/5 from 298 ratings. - Source: https://appshunter.io/ios/app/help-scout/id966327660/reviews - App overview in markdown: https://appshunter.io/ios/app/help-scout/id966327660.md - Rating breakdown: 5★ 210 · 4★ 17 · 3★ 18 · 2★ 17 · 1★ 36 ## 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 ## Newest reviews (13 of 116) ### 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! ### 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. ### 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. ### 2/5 — Home Screen is horrible *2024-11-06, version 2024.19* 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. ### 3/5 — Cannot see drafts *2024-04-26, version 2024.5* Just updated to the latest version. Cannot see Drafts. App is also very slow. ### 4/5 — App vs Desktop *2024-04-26* 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. ### 1/5 — They keep making updates that just aren’t useful *2023-10-31* 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. **Developer response:** 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. ### 1/5 — Slow and unintelligent *2023-10-10, version 2023.09* The app is not very responsive. It’s slow to load information and meds to be closed/reopened frequently. Unable to initiate workflows through the app. Overall, it’s like using email tech dated back to 2005. ### 3/5 — Notification sound *2023-10-05* 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. **Developer response:** 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. ### 1/5 — No preview in notifications iPhone / iWatch *2023-09-14* 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. **Developer response:** 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. ### 1/5 — I wanted to give a good review *2023-05-25, version 4.9.2* 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. ### 2/5 — Basic would be an understatement *2023-05-10, version 4.9.1* 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… ### 3/5 — Does not support Help Scout apps *2023-04-30, version 4.9.0* Frustrating because adding apps is a paid feature of Help Scout and we can’t use them on mobile! ## Most critical reviews (10 lowest-rated) ### 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. ### 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. ### 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 ### 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. ### 1/5 — Still so underpowered & buggy *2024-11-22, version 2024.21* 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. ### 1/5 — Breaks constantly *2024-10-05, version 2024.17* 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. ### 1/5 — Completely broken app won’t allow login *2024-10-02, version 2024.17* Get on top of this Help Scout. This is pretty insane that I can’t login. ### 1/5 — Go Woke = Go Broke *2024-02-23, version 2024.01* When completing all tickets in your queue you used to be presented with a fun congratulations message. Cool! But now upon completing the queue you are shown woke DEI propaganda. I don’t want to see a political opinion as a celebration for completing my work. We just canceled our HelpScout account and transitioned to Free Scout. ## Most praised reviews (10 highest-rated) ### 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! ### 5/5 — Great app *2024-12-10* 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 **Developer response:** 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. ### 5/5 — Love the mobile app! *2024-10-03* 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. **Developer response:** 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. ### 5/5 — Great mobile desk app! *2024-09-27, version 2024.15* 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. ### 5/5 — App is great *2024-04-26* 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. ### 5/5 — Works well for me *2024-03-13* 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. **Developer response:** 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!) ### 5/5 — They’re making it better *2023-11-20, version 2023.12* It’s a decent app. But it needs some improvements: Dark mode (at night it’s blinding). Popable notifications (to see more detail) Easier way to update custom fields Sidebar app access Linking to docs ### 5/5 — Flower Shop finds the perfect App *2023-01-28* Helpscout has been a crucial part of our company's growth. The Internal notes on emails alone has aided our team on professionalism and communication. The internal notes allows us to utilize one email address, and respond to customers with in 24 hrs and keep communication clear for our clients. They have all the basics and then a ton of additional capabilities- the saved replies is another favorite, as a busy flower shop with a large online shop I can't tell you the amount of emails we receive and having that option saves so much time for the team. The app is modern and user friendly. The support is also incredible. **Developer response:** Thank you so much for your kind words. Your feedback means a lot to our team, and we're so glad that you find Help Scout's notes and saved reply features so helpful. We'll do our best to keep bringing you updates that save your team time when taking care of your customers. Please keep in touch and let us know if you find there's something we can improve upon! ### 5/5 — Such a time saver! *2022-07-12* I’m not quite sure why this app would get less than 5 stars. I’m a customer support specialist and I use this app every day! Working remote, it’s so convenient in my daily workflow, to either save time in the morning by reviewing quickly our tickets and tagging them/adding notes/send quick answers and begin the day stress-free. So maybe my workflow fits perfectly with HS app, as I then work on desktop throughout the day, but it definitely helps when outside office hours to answer quick and not leave our customers hanging! Plus, their support team is top notch :) **Developer response:** Hey Lau-Sim, thanks so much for the kind words. We're so glad that you find Help Scout so useful when away from the keyboard — and we'll do our best to keep bringing you updates that make that even more of a breeze. Always keep in touch if you find there's something we can improve on! ### 5/5 — Best Light weight app *2020-07-09, version 1.20.3* In last 11 years of iPhone and App usage. The best ever light weight app. Simple ! Elegant !! Does It is Meant for !!! So, my focus And my team focus on Support Ticket Resolution Only Kudos Entire Help Scout Team --- *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.*