Work With the iOS App

Help Scout's iPhone app puts powerful help desk software in your pocket so you can easily support customers while on the go. Keep your finger (literally) on the pulse of what's going on with your customers, achieve escape velocity response times, and empower your team to collaborate remotely, all without sacrificing your customer experience.

In this article

Downloading the app

Help Scout for iPhone requires iOS 11.0 or later. You can download and install the app via the App Store. 

What You Can Do

The app is free to use with your Help Scout account. While the iOS app doesn't have every feature the web app does, here's what you can do: 

  • 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
  • Forward conversations outside of Help Scout
  • Add notes to conversations and keep up team collaboration even in the remote-est location
  • Delegate from afar by assigning conversations to team members
  • Change status to quick close conversations or put them on hold for deeper investigation
  • 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

Using the App

Enter a mailbox

To view a mailbox, tap the mailbox name from the dashboard screen or sidebar. To get back to the dashboard, swipe to the right, or tap the Help Scout logo in the top left corner. 

Bulk actions

From within a mailbox, tap the checkbox at the top right of the screen to tag, assign, or change the status of multiple conversations at once.

Searching for conversations

From the mobile dashboard, tap the search field to start searching. Results will show all conversations with the matching keyword. 

Switching folders

Tap on the folder name at the top of the screen, then tap another folder to make the jump. 

Moving through conversations

From any folder, swipe left or right to move to the next or previous conversation. 

Sending a reply

To open the reply editor, tap the Reply arrow. Type your reply, add a Cc or Bcc if needed, then tap the blue Send button in the top right corner to send your reply. 

Adding a note

To add a note to the conversation, tap on the Note icon, type your note, then tap the yellow Add note button. In our example below, we're adding a note and assigning the conversation at the same time. 

Forward a conversation outside of Help Scout

To forward a conversation outside of Help Scout, tap on the icon then select Forward. Type your message, add a Cc or Bcc if needed, then tap the Forward button in the top right corner. 

Load conversation updates

Swipe down in a folder view to load new conversations, or in a conversation to load new replies or notes. 

Common Questions

Can I change the sound the mobile notification makes? 
While we agree that would be fun, right now the app is limited to the default sound from Apple. Ba-da-beep!

Send feedback

We'd love to hear from you! If you think you've found a bug, or would just like to send comments or suggestions, tap Get Help then Get in touch from within the iOS app, or give us a shout.

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