Help Scout
Bring your help desk to your pocket with Help Scout for Android
Total ratings
3.21
(Rating count:
261)Review summary
These summaries are automatically generated weekly using AI based on recent user reviews.
Google Play Store does not verify user reviews, so some user reviews may be inaccurate,
spammy, or outdated. Pros
- Useful for replying to tickets
- Recent improvements have made it more usable
- Support has responded well to user issues
- Allows access to customer emails
- Helpful for quick checks of incoming mails
Cons
- Frequent bugs and crashes
- Lacks chat functionality and notifications
- Poor synchronization with desktop notifications
- Significant lag and performance issues
- Problems with login credentials being forgotten
Most mentioned
- Issues with notifications leading to poor usability
- Constant bugs resulting in a blank screen or mailbox errors
- Lack of essential features available on the web version
- Slow loading times and performance problems
- Need for better functionality and support for mobile use
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User reviews
Recent rating average:
2.40
All time rating average:
3.21
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| Date | Author | Rating | Comment |
|---|---|---|---|
| 2024-12-02 |  | | revert the new changes.... so many awful productivity affecting changes on the new style, why? |
| 2024-09-06 |  | | works okay. really need chat enabled on phone app in order to help customers in real time. |
| 2024-06-16 |  | | Lacks basically all the tools that would make viewing tickets on mobile useful. There doesn't seem to be an easy way to view customer info - including the custom metadata we pull into the ticket on the web view. Workflows have revolutionised how we respond to common queries but these are still not available on mobile. |
| 2024-03-08 |  | | **Update, the support received regarding the issues my team and I were having has been fantastic, and all issues resolved! The update to the app and emaied guidance makes it function as normal. Thank you. - original review-This used to be great on my phone, but since the last upgrade emails are not opening, getting blank screens and pages won't refresh. I can no longer be productive. |
| 2024-01-23 |  | | This app had been long abandoned. They have talked about adding chat since 2019. FIVE years and no progress in this regard. The biggest update they’ve had in years was to allow you to view your clients’ email address in the app. Seriously? They are content with mediocrity. I could forgive this if the app was polished and worked well, but it isn’t. It frequently crashes and the gesture to dismiss messages is super laggy. Sometimes it will cause you to dismiss the wrong message as a result! |
| 2022-07-15 |  | | Had a problem with push notifications. Turns out the settings to toggle different ones on and off can't be modified from the app itself. You have to do it from your desktop browser. Really should have these settings in-app to avoid confusion. |
| 2022-05-18 |  | | 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. |
| 2022-04-06 |  | | Updated review as of April 2022 - 3 stars - constantly says "You are offline" at the most annoying time. I'm not offline, I'm on full WiFi and all other apps work. Only a full kill & restart of helpscout app fixes it. Updated to a 4 star as of the latest release that now lets you see and copy the email address of the customer! |
| 2022-04-04 |  | | Helpscout used to be 5 star amazing; however no longer. We chose helpscout because we could easily take screenshots and paste them into tickets. However a recent update they did takes those screenshots and reduces the resolution significantly so they cannot even be read any longer. This one simple change they made destroyed the value of their platform for us and we are actively seeking an alternative platform now. |
| 2022-04-03 |  | | 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. |
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