
Jonathan Danucalov
The main reason I signed up for HelpScout was to consolidate ticketing and web chat into one. Seemed promising. But the very basic functionality of an app not having ANY notifications whatsoever when someone starts a chat or send a ticket, is a showstopper for me. Mobility is key, and if I have to sit in front of a computer to get notified of incoming requests because the app doesn't work, well, there are plenty of options out there I'll say that much. Unfortunate, very promising, but missed.
6 people found this review helpful
Hi Jon, thanks for the review. While we don't have chat available in our app at all currently it's something we are exploring for a future update. In terms of general email notifications you can receive those for specific events and are set in the web-app for Help Scout under your profile. Drop us an email if you have any other questions, Jon!

Ivonizm _
A lot of features missing from the desktop version, which is understandable for some time, but after a while, instead of improving, even the few features we do have are not working now, like the search for example... ?? no option to update so... don't know what to think or expect...🤷♀️

Lee Tracey
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Update as of October 2025. This app has been recently redeveloped, and has taken a huge step backwards in the operational basics. I now have an arduous process to simply close a ticket when I'm locked king at it. Really not clear, and one too many clicks to change the status of a ticket.
6 people found this review helpful
Help Scout
October 9, 2025
Hi Lee, thanks for your updated review. We're currently working on an enhancement to minimize the clicks required to close conversations, allowing you to navigate through them more efficiently. I'll follow up with you from Help Scout so that you will be notified once it goes out!