Updating your own User Profile

Now that you’ve taken some time to get to know Help Scout, we want to get to know you! The User Profile is where you’ll enter the personal details that make your Help Scout account uniquely yours.

In this article

User Profile basics

The User profile is where you set all your personal information that's relevant to Help Scout, including the email address you use to log into Help Scout, or to reset your password. You can find your User Profile under the User icon in the top menu bar.

Each Help Scout User updates their own User Profile to reflect their own preferences. If you use  Variables for email signatures or Saved Replies to pull in User names, email addresses, titles, and phone numbers, then that information is pulled from the User Profile.

Using the Alternate Emails field

List any additional email addresses you might forward emails from into Help Scout in the Alternate Emails field. For example, if you have your personal email address listed in the Alternate Emails field, and an antsy Internet stalker finds your personal email to send a support request, you can forward that email into Help Scout to manage accordingly.

If that scenario sounds a little too familiar, here’s a quick primer on  forwarding one-off emails into Help Scout.

Adjusting your Timezone settings

The Timezone dropdown dictates the time stamp on your conversations and inside your folders. Help Scout accounts default to the UTC (GMT+00:00) timezone, but we cover every timezone for all of our international friends. To change your timezone, click on the dropdown and select your time.

Uploading a Profile photo

You can upload a photo of yourself to serve as your Help Scout avatar. For the most part, profile photos are internal, so you can use any image you'd like without worrying about it facing your customers. They are just a nice way for your team to see what you’re up to in Help Scout. If you want your customers to see your team's smiling faces, you can add your User's Profile photo to email signatures

To upload a photo, press the Choose File button and select an image from your computer. Press Save Profile to view the photo preview and save your changes simultaneously.

User Profile sidebar tabs

After filling out the important details in your basic User Profile, you can find even more specialized preference options in the left sidebar tabs, like setting your  Email Notification preferences. Here's a brief overview of the less-obvious features found there:

Auto BCC

Under the Auto BCC tab in the left sidebar, you have the option to set up your account to automatically BCC any email address to every conversation you send through Help Scout. Turn Auto Bcc on by switching the Status switch to ON, enter the email address you wish to BCC, and select which mailboxes you need the BCC to apply to.

Note: Auto Bcc also applies to any conversations you respond to via Email Notifications, unless you apply the @nobcc command.

API key generation

The API key generation tab is located in the left sidebar of your User Profile and available for paying Help Scout accounts. That's where you can find and generate an API key. You can generate API keys for any dynamic integrations that need to retrieve information from your Help Scout account. 

To generate a new API key, press the Generate an API key button. It will reveal the option to Add a Label, where you can click to title your API key whatever you want. If you change your mind, you can also revoke the API key at any time if you need to stop the call. 

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