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257 articles found

  • Connect SupportAgent with Help Scout for AI-Generated Replies

    SupportAgent.ai is an AI-powered drafting tool for Help Scout conversations. Powered by GPT-4, one of OpenAI's most advanced AI models, SupportAgent can quickly and accurately draft a reply to

  • Import Emails or Tickets Into Help Scout

    NEW Moving to Help Scout is now even easier than ever — we've partnered with Import2 to offer an easy way to import emails or tickets from a number of providers, allowing you to have quick and easy

  • Messages: Examples for Customer Support Teams

    Messages allow the Support team to proactively communicate with your customers, give them a heads-up before you perform site maintenance, and offer troubleshooting guides in areas of your product

  • Connect ChannelReply With Help Scout for eBay, Amazon, Shopify, and Walmart Support

    ChannelReply is a messaging platform that helps you support all of your e-commerce customers right from Help Scout. ChannelReply delivers your eBay, Walmart, Shopify, and Amazon buyer messages into

  • Beacon Support History Security Options

    Customers can see their support history in Beacon. The history will show under Previous Conversations on the Ask tab of your Beacon when available. What shows in the history will depend on the

  • Style Your Message

    Messages, the proactive messaging feature built into Beacon, offers a number of formatting and style options so you can get creative and really catch some eyes! Add a video or image, format the text

  • Troubleshooting Inbound Email Delivery Issues

    Inbound email refers to email being sent by other parties to your Help Scout Inbox. This includes all emails being sent to the custom address you've connected to Help Scout, any aliases you're also

  • Google Workspace Integration for Google Single Sign-on (SSO)

    Installing the Help Scout app in the Google Workspace Marketplace allows you to connect your Google Workspace account to Help Scout. You can then securely log in to Help Scout automatically with your

  • Manage Help Scout Notifications

    In this article Enable or Disable Notifications Notification Station Email Notifications Browser Notifications Mobile Notifications Chat Notifications HIPAA Compliance & Notifications (Pro Plan Only)

  • Help Scout Uptime

    Over the last 12 months, Help Scout has been online 99.99% of the time. Our goal is 100% uptime, but when unexpected problems occur, Help Scout may be unavailable. This article talks about how we

  • Change the Customer on a Conversation

    This is probably not something you'll find yourself doing often, but from time to time you'll need to change a customer on a conversation, allowing you to direct your replies to someone other than

  • About Chat Notifications

    Notifications help you stay on top of new chats as you continue your work in other areas of Help Scout. In this article In-app Notifications Browser Notifications Sound Notification Troubleshooting

  • Reply and Add Notes to Conversations

    Conversations are the communications with your customers in Help Scout — you might be used to calling them tickets or just emails if you've been working with other systems. Emails, phone notes, and

  • Keyboard Shortcuts

    Keyboard shortcuts provide a quick and easy way to move around Help Scout. They are built into Help Scout so no need to enable anything on your end. In this article Turning Off Keyboard Shortcuts

  • Gather Feedback With Chat Satisfaction Ratings

    Chat satisfaction ratings allow your customers to rate their chat sessions with just a click or two right in Beacon. No follow-up replies needed! This article will show you what this looks like for

  • Advanced Beacon Customization

    You can easily add Beacon to your website or web based app with the default embed code — all you have to do is copy and paste. That adds the widget to your page, you can adjust the basic look and

  • User Availability and Maximum Chats

    Beacon chat was designed with the customer experience in mind. Live chat is only presented as an option to your customers when a User is available to accept that chat. In addition to User

  • Docs Article Satisfaction Ratings

    Article satisfaction ratings allow your Docs site visitors let you know how helpful your knowledge base content is with a single click. You can use this information to fine tune your Docs articles

  • What's New With the Conversation Editor

    We’ve made some big changes to the conversation editor in Help Scout! The new conversation editor includes powerful new ways to compose emails to your customers and keeps your hands at the keyboard

  • Messages: Examples for Sales & Customer Success

    Want to optimize your sales funnel, or offer a more seamless onboarding process for your customers? Use Messages to book sales calls, guide new customers through account setup, increase product

  • Reports: Happiness

    Built around customer satisfaction ratings, the Happiness report is a simple but powerful tool used to measure customer experience. Ratings are calculated both for the help desk as a whole, divided

  • Search in Help Scout

    Searching in Help Scout is a great way to quickly locate conversations, customers, and Docs articles. Here we'll show you how to do a basic search, get fancy with filters, and take some action — all

  • Connect Heymarket With Help Scout to Manage SMS Messages

    Heymarket is a business text messaging platform created for your customer support team. Out of the box, your team will get a shared inbox and phone number for sending and receiving SMS messages.

  • Add Beacon to a Shopify Site

    Shopify is an ecommerce platform that has everything you need to sell online. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can plug right into

  • Supported Browsers and System Requirements

    Help Scout is a web based application that does not require any download or install for use on a computer with a supported web browser. Apps are available to download for use on iOS and Android

  • Work With Variables

    Help Scout variables are placeholders for generated customer, User, Inbox, and conversation data. Variables are defined using specific text between curly brackets and % signs. Each type of variable

  • Create and Manage Tags

    Use tags in Help Scout for an easy way to add context to a message or keep track of certain topics in your Inbox. This article shows you how to add and manage tags. In this article Create Tags and

  • Connect Help Scout with Super SLA to Manage Service-level Agreements

    Super SLA is advanced SLA (service-level agreement) reporting & alerting that works seamlessly with Help Scout. Use it to create simple or complex SLA Rules, get alerts via SMS, phone, or email

  • Keep Track of Aging Conversations

    Keeping track of aging conversations helps your team live up to your customer support goals, and helps your customers feel like they can trust you to get things done. While we don’t have an official

  • Mobile Beacon Examples

    Add Beacon to your mobile app to make it quick and easy for your customers to reach you without leaving your app. Just point your app development team over to the Beacon for Mobile developer

  • Gather Feedback With Email Satisfaction Ratings

    Email satisfaction ratings allow your customers to rate your email replies with just a click or two. This article is all about the Satisfaction Ratings feature for email conversations in Help Scout.

  • About Deleting Customer Profiles

    There are no limits to the number of customers you can have in Help Scout, but you may need to delete a customer profile from time to time, possibly due to a GDPR request to be forgotten or other

  • Customer Properties

    Customer properties allow you to collect and display the information about your customers that matters to your team. You define the properties you want to keep track of, manually or programmatically

  • Customer Profiles

    Profiles in Help Scout are built automatically when a customer emails your support address for the first time. We'll also create a profile when you compose a new conversation on behalf of the

  • Connect Magento With Help Scout to View Customer Data in Sidebar

    Magento is an open source, enterprise-level eCommerce platform with a product offering to suit businesses of all sizes. It gives online retailers everything they need to sell products to customers.

  • Reports: Phone

    The Phone report is a very simple and straightforward measure of the volume of phone calls logged in Help Scout. Standard plans can report on the last 2 years of data. Plus and Pro plans can report

  • iOS App for Help Scout

    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 on the pulse of what's going on with your customers and

  • Connect HubSpot With Help Scout to Manage Customer Data

    HubSpot is the marketing hub for your business, giving you the ability to manage customers, send emails, create content and track opportunities. Connecting HubSpot with Help Scout keeps your

  • Connect Kissmetrics With Help Scout to Track Customer Activity

    Kissmetrics is an analytics tool for tracking activity throughout a customer's lifecycle. Integrating with Help Scout will allow you to track conversation actions along with the other metrics you're

  • Troubleshooting Conversations in Needs Attention and Bounces

    In email-speak, a bounce happens when your recipient's server rejects your email — meaning the email you sent to your customer won't make it to your customer. There are 2 ways you might be alerted to

  • Merge Duplicate Customer Profiles

    It's not uncommon for customers to send messages from different email addresses or through different channels. This can cause a bit of confusion for your team — instead of having one profile for that

  • Reports: All Channels

    The All Channels report is all about volume, but it also helps you get a handle on just how busy the help desk is. More importantly, you're able to really dive in to see what type of issues keep

  • Learn about Help Scout Docs

    Docs is our knowledge base or help center product that allows you to empower your customers to find answers to their frequently asked questions, or simply to find more information about your company.

  • Connect Mixpanel With Help Scout for Advanced Analytics

    Mixpanel is an advanced analytics platform that enables web and mobile applications to measure any action, connect each action to a real person and leverage the data to provide customers with a

  • Beacon Jumpstart Guide

    Beacon is an embeddable widget, included in all Help Scout plans, that can be added to your website or app. With a Beacon embedded on your website, you’ll be able to provide a contact form, offer

  • Set Up Two-Factor Authentication

    Two-factor authentication (2FA) adds a second layer of log in security to your Help Scout account. Each User can set up 2FA individually from their profile page. Additionally, account Administrators

  • Billing and Plans Guide

    Help Scout offers several different plans with different features and limits, as well as add-ons that are available to specific plans, allowing you to choose the plan and extras that meet your needs.

  • Merge Multiple Conversations From One Customer

    Sometimes you'll have multiple conversations that you want to merge together to handle at once — perhaps your customer emailed you several times about the same thing before you had a chance to

  • Connect Shopify With Help Scout to View, Cancel and Refund Orders in the Sidebar

    Shopify provides your business with everything needed to start selling online. You have full control over the design of your store, can accept secure payments for your business, and have access to

  • When to Set up a New Inbox

    Help Scout makes it easy for your team to manage all your shared email addresses (e.g., support@domain.com, marketing@domain.com, billing@domain.com, etc.) from a single dashboard. Instead of hopping