Help Scout 17+

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.

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!

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.

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!

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 :)

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!