Screenshots

Description

Help Scout's iOS app gives you powerful help desk software in your pocket so you can easily support customers on the go. 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.

With the Help Scout App you can:
• View any Help Scout Mailbox with a finger tap
• At-a-glance access to all conversations in your folders
• Reply to customers and add Cc/Bccs to keep everyone in the loop who needs to be
• Avoid fat-finger mistakes (and awkward autocorrects) with Saved Replies
• Apply tags for wizard-like power to categorize conversations or trigger automations.
• Add notes to conversations and keep up team collaboration even in the remote-est location
• Delegate from afar by assigning conversations to team members, or teams for Plus plan users
• Change status to quick close conversations or put them on hold for deeper investigation
• Plus plan users can apply custom fields to keep reporting data squeaky clean
• Powerful search puts your customer’s entire conversation history right in your hand
• Direct, In-app email contact to our support team just in case you run into any trouble
• Avoid eye contact with any disappointing dates and reply to your customers instead

Help Scout is cloud-based help desk software for companies that insist on delivering a delightful customer experience at any scale. We help businesses keep standards high and response times low with powerful automation, smart reporting, and unique features for effortless collaboration across teams. Build stronger relationships with your customers through fast, personalized email support — you'll be set up in minutes!

What’s New

Version 4.0.0

With this new version, we've made the following changes:

New:
- Bounced conversations now include details about the delivery failure reason.
- You can now attempt to remedy conversations stopped by collision detection by either sending, editing, or discarding them.

Fixed:
- The Needs Attention folder is now visible when conversations are in it.
- You will no longer be logged out of the app when replying to a conversation with more than 100 threads.

Ratings and Reviews

3.0 out of 5
42 Ratings

42 Ratings

Rainbow dash42 ,

Desktop is robust but app needs work

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!

jralv23 ,

Great but notifications are amiss

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 the app 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!

Developer Response ,

Hey there friend. We have logged your request for badge icons to be supported and we'll keep you updated here on the App Store if we happen to provide that as an update down the line. We'd love to talk with you about your mobile notifications directly, would you be able to drop an email to our support mailbox so that we're able to talk through your current experience in depth? You can also touch base with us via the in-app Beacon under Get Help. Looking forward to hearing from you!

D2Rhino ,

Good UI, but no feature parity

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 😖

Developer Response ,

Hi D2Rhino. Just an update to let you know that with our most recent release on the App Store (v1.21.0) you're able to view (and copy) the customer email address under the Details section on every customer response. I hope this update helps you support your customers quicker -- we've some bigger changes still to come with customer profiles but let us know if you have any other requests!

App Privacy

The developer, Help Scout PBC, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.

Data Linked to You

The following data may be collected and linked to your identity:

  • Diagnostics

Data Not Linked to You

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

  • Usage Data

Privacy practices may vary, for example, based on the features you use or your age. Learn More

Supports

  • Family Sharing

    With Family Sharing set up, up to six family members can use this app.

More By This Developer

You May Also Like