Working with the Android app

The Help Scout Android app puts our powerful help desk software in your pocket so you can easily support customers while on the go. It allows you to be able to keep track of conversations with your customers, as well as be able to collaborate with your team, all with the convenient factor of being able to work wherever you are in the world.

In this article

Downloading the app

To download the Help Scout app, head to  the app listing in the Google Play Store and click the Install button. It's free and is available across all plans and to all Help Scout customers.

Downloading updated versions

While this depends on your user settings, by default the Google Play Store will try to download and update your device when it's connected to Wi-Fi and not on low battery. 

Android features

Here are all the neat features and things you can do within the Android app:

  • Access all conversations in your folders
  • Quickly reply to customers
  • Add CC/BCCs to keep everyone in the loop who needs to be
  • Respond to recurring questions with Saved Replies
  • Edit conversation drafts
  • Receive notifications about new conversations
  • Log-in using the Google account associated with Help Scout
  • Collaborate by adding notes to conversations
  • Assign conversations to team members
  • Change conversation status to close open or hold on for deeper investigation
  • Tag conversations
  • Move conversations between mailboxes

Using the app

Entering a mailbox

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

Searching for conversations

From the folder view, tap the magnifying glass in the top right corner to start searching. Hit enter, and results will show all conversations with the matching keyword. 

Moving between folders

Tap the Help Scout logo in the top left to view and select a folder.

Moving between 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 blue Reply arrow in the bottom-right corner. Type your reply, add a Cc or Bcc if needed, then tap the blue Send button in the bottom right corner to send your reply.

Adding a note

To add a note to the conversation, tap on the  Note  icon in the top navigation bar, type your note, then tap the yellow Add Note button. 

Refreshing conversations

Swipe down in a folder view to load new conversations, or in a conversation to load new replies, notes and other updates (ie. status or assignee changes). 

Sending feedback

Thoughts, feedback, suggestions? We’d love to hear it all! Email  help@helpscout.com and let us know.

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