Thanks for adding saved replies and the email address on requesters and CCs. Much needed features on mobile app!

We replaced our zendesk support system with helpscout and have been very pleased. Their team is super responsive and the uptime has been great. New enhancements come regularly. The mobile app has been a fantastic addition and every version gets better and better. Thx!

Normally, would reserve a 2 star rating for unreliable poorly designed apps. This app is neither so the app deservers credit for a modern design and have not run into any issues of crashing. That being said, it lacks some functionality that makes it not really useable in the long run but hopefully will be resolved in a future update. 1. Notifications - This is the main issue. In most all task orientated apps you look at the red number count to see how many outstanding items the app has and most apps allow you to customize what the number is based on. This app does none of that. Meaning if you look at the app it will not show you how many outstanding assigned items you have or any number for that matter which is the single biggest issue. It doesn’t support iOS 10 rich notifications. Where is Spark and Mail.app allow for these rich interactions with notifications that would be so helpful with HS but currently not available. When you open an email it shows you when the customer viewed that message which is great, but would be great if you could optionally be notified via push notification when someone views the email as well. Also notification subjects lines typically mention the ticket number rather than the from name and subject line like most all email programs which can hurt productivity. 2. iOS 10 - While most apps these days all support force touch shortcuts on the app icon, Help Scout oddly offers none. A short cut to search and “Mine” is much needed. 3. UI - When opening the app, one would expect it would take you to your current items. Just like if you open any mail app it takes you to the list of your emails and not a screen of which mailbox to choose. HelpScout instead opens up the screen where you must choose your mailbox before seeing the list oddly. The default should be your emails and not this page which instead should be reached via a menu button. Also swiping left opens it where instead swiping left should be reserved only for moving back in the interface. In most apps swiping down on an email list would allow you to search while also refreshing the list if you pull all the way down. With HelpScout it refreshes but doesnt allow you to search. For that, you have to go back to that special mailbox screen. When opnening the app and clicking on a mailbox if takes you to unassigned even when there are no messages in there where is it should take you to “Mine” where actual message do exist. It should only take you to unassigned if there are unassigned messaged. Many emails, clients typically respond inline to your original message or perhaps say see responses in red, etc. Since inline responses are removed as well as that special formatting on desktop you have to choose “View Original”. The issue is that feature is not available on mobile, meaning you will not be able to read messages from all your clients who respond inline until you get back to your desk. 4. Composing - I keep thinking I must be overlooking this somewhere and must be right in front of me, but for the life of me can’t find a button to compose a new message to a client. That is not reply to an existing message but compose one to a client. Once the lack of of notification badge issue is resolved as well as View original added and Compose option added (or made clearer where it is), I would certainly agree this should be updated to at least three star. Then once some of the UI issues are resolved would be 4 star level. And then a few more of the bonus nice to have fixes would make it more of app you can love and 5 star all the way! I’m incredible hopefully that their team will continue to iterate and resolve many of these items mentioned by reviewers on here and through their support line as this app is new and has tremendous potential. Be sure to share you thoughts and ratings here since most support teams won’t resolve things quickly unless a lot of people bring up the same issue often.

...which defeats the point of the app.

The latest update seems to make the app crash when you try to reply to an email. Other than that, the app is excellent...

The app doesn't allow you to compose new messages or send drafts. I have to login through the mobile web to compose new emails and send drafts, which shows the links and makes the email look unattractive because of visible links.