A Google user
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.
9 people found this review helpful
February 21, 2019
Hey! I'm really sorry about your bad experience with push notifications and I feel your frustration. We have been working on fixing notification issues on the Android app, are you still experiencing those issues after v2.1.1? We are more than happy to help, feel free to contact Help Scout support and we can continue from there.
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.
4 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!
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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.
7 people found this review helpful
Hi Utku, thanks for the updated review and I'm sorry your experience hasn't been the one we'd hope you have with Help Scout for Android. I'm going to reach out to discuss this in more detail as there's not a lot we can cover in 350 characters, but we appreciate your reaching out by this channel!