Help Scout Reviews

I’ve submitted several support requests to fix issues w HelpScout and nobody responds. Seems like a forgotten component. I work mobile and need HelpScout to be as functional as the website. It doesn’t show number of open tickets in Inbox from Home Screen for your accounts. Also seems that it doesn’t default to MINE tickets but instead Unassigned. Can’t change this and app doesn’t save your preference. Website great but this mobile app needs a face lift.

One of the main reasons I downloaded this was in hope I could see any live chats come through. I have yet to figure out a way to do this on the mobile app.

Interface is good and allows me to knock out some quick response items. Wish it was more robust like the desktop application though

Only good for responding. You can’t see even basic data about the tickets, including email addresses, but less any integration data. Almost useless until it has full feature parity with the web version. I have no idea why companies release gimpy apps without feature parity, but it seems to be a common trend, unfortunately. Supposedly an improved version is in the works, but who knows when that will roll out 😖

It does what it’s supposed to do, however my biggest issue is notifications. Yes I have all of the right settings turned on. I have to physically go into HelpScout in order to see any messages and more often than not I miss them by several hours. Rendering my customer service to be poor.

I’d love for badge icons to be set at the very least!

Love the desktop version, rarely any issues. HelpScout is a whole other horse of a different color. You have to search all over for the popular things you do in email such as create a new message or forwarding an email. Placement of these features is haphazard and not intuitive.

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 HelpScout
often ...

We use Help Scout’s ticketing feature quite often and you can not ticket on HelpScout . You can start a new conversation but can not make a new phone conversation ticket.

Also, you can not check stats on HelpScout .

HelpScout is great for emails on the go but not much else.

Thank you for the constant app improvement! When I first started using this app on the iPhone it crashed all the time , now it’s like I’m almost sitting at my computer using the web interface! You folks rock !!

I know iOS 11 is just out, but it’s been months of development. It can be quite frustrating to have a notification arrive and you open HelpScout and it blanks and crashes.

Oh and how about enabling a permanent mailbox column, at least on iPad?

I’ve been a this app user since 2013. My business inbox has been unable to receive emails for the past three days (!!!!) and yet we can not for the life of us get ahold of any one at this app to address the problem. There’s no phone number and no one responses to our live chat requests. Totally unacceptable for a company built to providing a tool for CRM!!!

When I open HelpScout , it shows a white screen with the logo for 3 seconds before force closing. I’m on an iPad Pro. Sometimes HelpScout works, but more often than not it doesn’t.

I’d have more patience for this if this wasn’t a service I pay for :/. Help Scout won’t work on my iPad’s browser (requires JavaScript) either, so some of us rely on HelpScout to work to do our jobs.

It works when handling basic customer interactions. It would be nice to be able to switch between multiple accounts as I use this app for more than one company.

So happy to see HelpScout improved on.
Hope we get more feature parity next. The speed improvement is great though!

Original Post:
I was forced to update HelpScout . Now, it won’t even open. It simply crashes every time. I relied on HelpScout extensively due to travel. I hope this gets fixed soon.

After reading other reviews, I deleted HelpScout and then reinstalled it. No luck. It still won’t open.

Update:
Thank you for the update. I can now open and use HelpScout once again. Thank you for your reply and correcting the issue.

Works okay but need the online options available. Customer profiles would be amazing. Save replies etc.

Chat should be the most important feature in the iOS app, but for some reason it is completely missing. Emails can wait, but chat needs immediate response. Why?!?

Worked great until the recent update. Now it crashes any time you open a message.

Web version is great. App has never been very good or stable. Based on the amount that a this app account costs, HelpScout really should be much better and more robust.

Love HelpScout , but since the new update I can’t open HelpScout without it completely crashing.

The program itself is a good one, but the phone app has a lot of problems.

Generally good and simple, but the timezone in HelpScout isn’t the same as in my profile (set on web).

Giving this 5 stars because I didn't think I'd see it happen. Then they did it and it's a lot better than expected.

HelpScout is super smooth to use. For certain workflows it might even be faster than on the desktop. It's extremely intuitive and comfortable to use.

The one con I've found is that you aren't able to add tags on the mobile app or trigger workflows.

Given that these are such integral parts to what makes help scout awesome, their absence makes it impossible to do a lot of what we use help scout for.

When the entire organization knows that adding tag "xyz" triggers the workflow that updates half a dozen things there isn't a way for us to manually work around that without a ton of effort.

So for support email replies on the go, A+. When the rest of the HS features make it into HelpScout , A+++

Would be nice to be able to rearrange the inbox according to date (latest to earliest) etc. Craft Commerce integration would also be nice.

HelpScout keeps crashing after update. Completely unusable.

Impossible to rely on

Can you make this more detailed and not have to select an inbox each time?

I have used every help and support application out there and you know who they are - you’ve probably tried them too. But, when I landed on Help Scout that’s where i’ve stayed for the past few years. It just works - and it works well. And the new mobile app is a great extension of that.

It handles support in a seamless way, and its familiar interface and response templates make your support look like emails, not lame support tickets. We even turn off our ratings and reviews to make it more familiar for our customers.

HelpScout works extremely well and support is great, but it doesn’t matter because you’ll never need to send them a note. the thing just works and it works well. It is the best help application out there. Period.

We've been using Help Scout for a little over a year now and have been extremely happy with it. I'm so glad to now have an app to go along with it! So far I'm impressed with the application. Visually appealing, simple to use, and most importantly all I had to do was log in and everything was there, no setup!! The Help Scout service team has always been helpful and willing to listen to (and implement) ideas from its users. So glad they listened to their customers and released an app! Rock on Help Scout!

I've been using this app for a few years now, and was waiting for the day there would be a native iOS app. While in glad it's finally here, and it does what it does smoothly, I find its feature set to be lacking some basics I use regularly. I can't forward a message. Nor can I access my library of canned responses. Nor can I see the message I'm replying to while typing my reply, to make sure I'm addressing every part of the customers' inquiry. Add these in, and HelpScout becomes my go-to throughout the day. Until then, it can handle some basic responses.