Help Scout

I like helpscout and their desktop version works great and is reasonably priced. So it does hurt a little to give them a poor review, but their mobile app is beyond bad. I’m not sure why it has to be so bad. They would be better off just making their web app responsive and wrapping it in an iOS app.

I hate writing bad reviews but the app experience for helpscout is just appalling. If I wasn’t so busy it would make me switch to another product.

They have no issues taking away critical features with little notice. Now we need to migrate our support off on to a new platform and leave all the historical record behind at great financial and reputation all expense. I am embarrassed to have recommended them internally.

Unassigned inbox folder is not loading - hasn’t been for a few days this week and then after refreshing a few times the app crashes and closes. Emails in ‘Mine’ still show up.

Can't create a new conversation. Selecting a saved reply gives you all of them, doesn't allow keyword selection No formatting tools, including attachment Tags has no option of a keyword, you get them all to select from Left-side panel shows ALL folders even those I am not authorised to see When selecting a template it shows the customer name as the raw code (%customer.name etc). The received email does have it converted to the name No option of staying on the message after sending so you can add a note and/or re-assign Can't see who responded in the folders No right-side panel with member details And it appears to freeze the iPad after use when using the keyboard elsewhere Plus side: Auto displays graphics

Help Scout is an awesome customer support management tool and this latest update to the app brings much needed features to my fingers to manage support. Fantastic app that helps me get things done!

Works really well but I'm surprised it doesn't offer any notifications to know when a new ticket has come in

It’s very barebones, missing a lot of the features I need. Also is buggy and needs to be deleted and reinstalled periodically.

The app is simply inadequate - it is buggy, doesn’t offer many features (including viewing or handling chat) and generally is not reliable. A big disappointment and reason to select another tool. They are fortunate the product is sticky because the cost of changing is very high.

I manage a company that Does some product making and selling and we use HelpScout! What I don't like Is the fact We have to use the sight for setting management. Please put the features of the Settings manager and please put them in the app. Thank you