Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on what’s new.

The kids are back in school and we’ve gone back to basics with a complete makeover of the look and feel of the Help Scout app. September brought improvements to Reports, a cool new Workflow condition on Plus, and some Smooch-able mobile updates.

A brand new look

Help Scout has some new paint! We’ve brightened the colors, revealed a shiny new brand, and buffed up the fonts and icons used all around the app. You can read all about the evolution of the Help Scout brand in this blog post.


Office Hours on Team and User Reports

When your offices closes, chances are your team closes up shop too. The Office Hours filter from the Productivity Report now applies to the Company, Team, and User Reports, so you no longer have to do mental gymnastics to evaluate User metrics during the workday.

New for Help Scout Plus

Custom Field Reports

Have you ever wanted to see how your Custom Field dropdown values measure up against each other? The new Custom Fields metric on the Conversation Report breaks down the conversations categorized for each dropdown value by percentage to give you a visual representation of possible pain points.

Be Kind, Remind

Use the Date Custom Field to set reminders and SLAs with some spiffy new Workflow conditions. Set whether or not a Custom Field Date is in the past, for better tracking on overdue conversations, in the future, to see what’s coming down the pipeline, or is today, to create your own snooze button.

Reminder date

Now in iOS…

We wanna give you a Smooch!

No need to check your email for answers. We’ve powered our mobile contact form with to deliver responses to your help requests in app.

Smooch in-app support

No more navigating without a compass

See what your team already has covered with the same real time indicators for viewing and replying to conversations on mobile as you see on your desktop.

iOS realtime viewing

Keep sign in simple

The Help Scout mobile app now supports Google Apps Single Sign-On.

Google apps single sign-on

Mo McKibbin

Mo McKibbin

Mo leads Customer Support at Brightback and is an alum of Help Scout. Connect with her on Twitter and LinkedIn.