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192 articles found

  • Edit and manage 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 b

  • Support History Security Options

    The Support History feature allows a customer to see all of their previous conversations in Beacon. This includes Beacon contact form messages, chat transcripts, as well as direct email history.

  • Custom SMTP settings

    For Connection issues with Exchange 2013 or 2016 Since upgrading to PHP 5.6, Help Scout no longer allows self signed certificates. When Exchange is first installed, a self-signed called "Microsof

  • Working with Custom Fields

    Custom Fields can be used to categorize, prioritize or further diagnose conversations based on the support needs for your product or service. Fields can be required so that reporting data is always ac

  • Set up a custom domain using a CNAME

    When you create a new Docs site, you'll be asked to fill in a subdomain, which is used to access your public-facing knowledge base. You can share this subdomain with your customers, or you can set up

  • Docs SSL

    HTTPS is a modern encryption protocol that creates a secure connection between your browser and the sites you visit. Our goal is to provide HTTPS (SSL) connections by default for all Docs sites. 

  • Chatting with Customers

    Before You Begin Administrators: Double check that the Chat toggle is turned on for your Beacon. Make sure you’re available to chat by setting your User availability to Available. 

  • Customer Sidebar Updates

    What's changed?  Visual Redesign We have dozens of third party integrations that display data in the customer sidebar. Over time, the styles we've used have become a little stale. We set out to

  • Changing the customer on a conversation

    It doesn't happen often, but you might need to change customers on a conversation, allowing you to direct your replies to someone other than the original sender. This article is all about how to chang

  • Merge duplicate customer profiles

    This article will help you understand why it's helpful to merge customer profiles, and how to complete the merge.  In this article Why merge profiles? How to merge a profile

  • Help Scout's Email Template

    Help Scout is entirely email-based and invisible to the customer. As such, all replies sent to customers via Help Scout are wrapped neatly in a simple email template.  In this article 

  • Custom Fields templates and scenarios

    Custom fields is a powerful and useful tool to help you organize and prioritize conversations in your mailbox. Here are some examples that you're welcome to copy, change up, or simply admire. Conver

  • Customize Your Mailbox Settings

    Get in gear by exploring what's under the gear icon in your mailbox. Each Help Scout mailbox has its own distinct settings, which you can customize to your needs. In this article, we'll explore in par

  • Merge conversations from the same customer

    Occasionally, you may have the same customer send you two or three different emails. Our merge feature lets you consolidate those messages into one conversation so you can easily reply to all their qu

  • Customize Basic and Advanced Settings

    From the Customize tab, you can change some basic Beacon settings, or update a few advanced settings to get the look and feel of your Beacon just right. Let’s take a closer look at these settings. 

  • Working with variables

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

  • Report on Custom Fields

    Reporting on  custom fields gives you the chance to view all of the data related to your custom fields and get a good grip on how often they're being used, which ones are being used the most, and much

  • Searching in Help Scout

    Searching in Help Scout is a great way to quickly locate conversations, customers, and other data within your account. This article talks about using the search feature. In this article

  • Custom Sidebar Apps

    If you want to pull your own custom information into the sidebar in Help Scout, check out our full developer documentation here: https://developer.helpscout.com/custom-apps.  Please see the document

  • Custom Javascript in Docs

    Sometimes you may want to use JavaScript to customize your docs site. While we don't generally recommend this (and can't promise you won't break the page by doing so), if you're set on modifying the p

  • Sort and organize Docs content

    This article is all about sorting collections, categories, and articles on your Docs site.  In this article Sorting Collections Sorting Categories Sorting Articles So

  • Send messages using Google oAuth

    When you create a mailbox, you have the option to either use our servers (by default) or specify custom outgoing settings. This article talks about using custom outgoing settings with Gmail using Goog

  • Manage Message Settings

    Beacon comes with a handful of settings that let you control how your customers get in touch. You might want to use a Beacon with Docs only, just a contact form, or with chat and a contact form. In an

  • Teckst

    Teckst brings phone support to the modern era, facilitating easy customer communication via text message. Reach a customer directly on their mobile device for super personalized support. The Help Scou

  • Beacon Feature List

    Beacon with live chat is currently in beta. We'll update this article when new features are added, or when notable changes are made to Beacon. Here's everything Beacon offers, soup to nuts.  Beacon 

  • Content Suggestions by URL

    Content Suggestions by URL allow you to suggest relevant articles through Beacon depending on the page the customer is viewing.  Adding a Custom URL To add a new URL, click the Everywhere panel,

  • Learn about Help Scout Docs

    Docs is our knowledge base add-on that allows you to empower your customers to find answers to their frequently asked questions, or simply to find more information about your company. This article is

  • Respond to email notifications

    Email notifications can be set up to help you stay in the loop whenever a conversation is updated. This article talks about enabling email notifications, and responding to them using special email-onl

  • Highlight code and syntax with Prettify

    Docs does not include any server-side support for syntax highlighting, but it's easy to include on a per-site basis. We recommend using a JavaScript module called Prettify. 1

  • Translate Words and Phrases in Beacon

    Visit the Translate tab to customize all of Beacon’s placeholder text. At the moment, only one translation is supported. It’s not possible to translate a single Beacon so that multiple languages are s

  • How mailboxes work in Help Scout

    A mailbox in Help Scout is like any other inbox: it holds email. Your support team will work together out of a mailbox to answer all of your incoming support requests. Keep reading for a primer on mai

  • Getting Started with Help Scout: Video Tour

    Take a look around... Get a guided tour of Help Scout and all it’s features in one of our video tours!  Introduction to Help Scout: Help Desk The introduction to Help Scout video

  • Send contact form submissions to a mailbox

    It's easy to keep track of contact form submissions by directing those entries right to your Help Scout mailbox. This article talks about sending contact form submissions to Help Scout. In this

  • Forward email aliases to one mailbox

    A mailbox alias is any email address that automatically forwards messages to your main mailbox address. If you've got a bunch of addresses that auto-forward, it would be a superb idea to add them to t

  • Mixpanel

    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 better

  • Beacon 2.0 Jumpstart Guide

    Welcome to Beacon 2.0!  While there are similarities with the 1.0 version of Beacon in terms of functionality, the all new Beacon 2.0 is way easier to work with and gives you many more options to make

  • A scout's guide to learn the ropes of Help Scout

    Just poking around? We want to make sure you test for success. Here’s an easy guide to make sure to see and try all the right things at exactly the right times.  1. Test with a friend It

  • Gather feedback with Satisfaction Ratings

    Customer satisfaction ratings allow your customers to rate your replies with just a click or two. This article is all about the Satisfaction Ratings feature in Help Scout. In this article 

  • 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, and the in

  • 3 steps to organizing and optimizing your Help Scout account

    Now that you have your email flowing freely into your Help Scout Mailbox, the next three steps will keep everything running smoothly, both in the queue and behind the scenes. By the end of these three

  • User Availability and Maximum Chats

    About User Availability To help reduce missed chats, customers can talk with your team only when a User is available to chat. When chat is enabled in a Beacon, you can set your chat availability fr

  • Setup Guide: Following the Help Scout Model

    Help Scout is super flexible and can be set up to map to the process your team uses to tackle the support queue. While many customers designate ownership by assigning conversations to users or teams,

  • Use an SPF record to help with email delivery

    A Sender Policy Framework (SPF) record is a DNS record that identifies specific mail servers that are allowed to send email on behalf of your domain. This article will help you understand why these re

  • Reports: Docs

    If you're using Docs, your customers are likely reading through your help articles before getting in touch. The  Docs report helps you understand what your customers are searching for, what they're fi

  • Onboarding Your Team

    Once you’ve got your setup in Help Scout ready to go, it’s time to invite more users. Training new users is a snap! You can share these short videos to get your team up to speed on the basics

  • Manually forward email to Help Scout

    Every now and then, you might get an email in your inbox that needs to be created as a conversation in Help Scout. Luckily, all you have to do is forward the email to your Help Scout mailbox, and we'l

  • Chatra

    Chatra is a live chat software that allows your customers to chat with you and have their questions answered in real time. Chatra enables you to engage proactively with your customers, facilitates gro

  • Moving from UserVoice

    The UserVoice import tool allows you to import your entire ticket history (including customer profiles) as well as your knowledge base articles from UserVoice to Help Scout. Your UserVoice data will r

  • Shopify

    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 24/

  • Getting Started: 6 steps to setup success

    Follow these 6 steps and you’ll get your Help Scout account up and running in no time. If you'd like to get a full tour of Help Scout and all it's features, attend one of our weekly  live demos or tak