Help Scout

Name: Help Scout
Rating: 3.9 (206 reviews)
Author: Help Scout PBC

Support customers on the go

Free

206 Ratings
Ages

4+
Years
Category

Business
Developer

Help Scout PBC
Language

EN
English
Size

82.8
MB

Help Scout's iOS app gives you powerful customer support software in your pocket so you can quickly assist customers from wherever you are. Keep your finger (literally) on the pulse of what's happening with your customers, collaborate remotely, and put the life back into work-life balance — all without compromising your customers’ experience. Build stronger customer relationships through fast, personalized email support — simply log in and get to work! With the Help Scout app, you’ll be able to: • Navigate to any Help Scout mailbox with a tap • Access all conversations and handle those assigned to you • Reply to customers quickly with saved replies - you’ll look like a genius without even trying • Apply tags to categorize conversations or trigger automations like magic • Add notes to conversations to keep everyone in the loop, even in the remote-est location • Change conversation status with a single swipe • Keep conversations moving by assigning them to a team member or teams (Plus Plan only) • Apply custom fields to keep reporting data pristine (Plus Plan only)

Ratings & Reviews

3.9

out of 5

206 Ratings

App vs Desktop
04/26/2024

iShane-1G
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.
App vs Desktop
04/26/2024

iShane-1G

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.
Flower Shop finds the perfect App
01/28/2023

tabletulip
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!
Flower Shop finds the perfect App
01/28/2023

tabletulip

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 01/30/2023
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!
Such a time saver!
07/12/2022

Lau-Sim
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!
Such a time saver!
07/12/2022

Lau-Sim

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 07/14/2022
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!
Desktop is robust but app needs work
02/05/2020

Rainbow dash42
I use this daily for my job on my laptop. I downloaded the app for the convenience if mobility... however one major issue is assigning tickets. On the desktop version, I can assign just fine. In the mobile app, it let me assign the first ticket... but after that, all the assign names were gone... so back to the desktop I go.It’s also missing an easy view of unreads/active tickets. That would be helpful to have.

Developer Response
Hey Rainbow dash42, thanks for your review. We're having trouble reproducing the same behaviour on this end, would you mind touching base with us via our support address and we'll send over instructions on how to record what you're seeing? If there's a bug we'd be happy to get that fixed up! We also have the feedback regarding unread/active convos logged, and we'll keep you in the loop if there's any update there. Look forward to receiving your message!
Desktop is robust but app needs work
02/05/2020

Rainbow dash42

I use this daily for my job on my laptop. I downloaded the app for the convenience if mobility... however one major issue is assigning tickets. On the desktop version, I can assign just fine. In the mobile app, it let me assign the first ticket... but after that, all the assign names were gone... so back to the desktop I go.It’s also missing an easy view of unreads/active tickets. That would be helpful to have.
Developer Response 02/06/2020
Hey Rainbow dash42, thanks for your review. We're having trouble reproducing the same behaviour on this end, would you mind touching base with us via our support address and we'll send over instructions on how to record what you're seeing? If there's a bug we'd be happy to get that fixed up! We also have the feedback regarding unread/active convos logged, and we'll keep you in the loop if there's any update there. Look forward to receiving your message!

We’ve fixed an issue that sometimes prevented users from opening the correct conversation from search. This update also includes general improvements and other bug fixes.

Version 2025.24

6d ago

Data Linked to You

The following data may be collected and linked to your identity:
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Data Not Linked to You

The following data may be collected but it is not linked to your identity:
- Usage Data

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Ratings & Reviews

What’s New

Version 2025.24

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