Help Scout

Help Scout

About this app

Bring your help desk to your pocket for customer service anytime, anywhere. With the Help Scout Android app, quickly review conversations, assign conversations to teammates, and reply to customers.

Thoughts, feedback, suggestions? We'd love to hear it all! Email [e-mail] and let us know!

The minimum age rating to use this app is 16.

Ratings and reviews

I see that HelpScout has responded to some previous reviews saying that the app has been fixed in version 2, but I am writing this days after their response and have been using the latest version and still constantly have the notification issue. I have just had to uninstall again because the app is useless on Android. This is such an annoying bug -- it brings on a small wave of rage when I get an important HelpScout notice and then cannot get the app to load the conversation, then get a mailbox error, then have to jump through hoops to try and get into the mailbox. HelpScout is so elegant about most of its features that this sticks out embarrassingly - especially for the price of entry. If this is not fixed, we will likely switch away from HelpScout when our next yearly payment comes due. I really, sincerely hope that this is being seen as the horrible experience it is and that HS resources are being poured onto the problem. I have brought this problem to HS's attention by reaching out personally multiple times over the last few months and always get "friendly / polite" responses that do not register as adequate mea culpas to me. I don't think they get it.

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.

Do not use the app to communicate with customers. You will run into unexpected issues. This app is lagging behind the web version by years. Adding a note from the app closes the ticket. The default on the web is to keep the ticket active. We have lost many correspondences with customers.

What's new

Do you like bugs? Yeah, neither do we. We've reached into the nooks and crannies of the app to eradicate a few lingering bugs. Cheers to spring cleaning!