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Move Between Conversations With Redirect Options
Redirect options in Help Scout refer to deciding where you land next after you have taken action on a conversation. Each Help Scout user can choose a different redirect option manually each time they
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
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
Guide to Switching Help Desks
One does not simply wake up in the middle of the night and decide to switch help desks. It’s a process, and one that takes careful deliberation at that. Preparing to switch help desks happens well
Referral Program
We're so grateful for the Help Scout love that is shared across the world! Now it's our turn to return the warm fuzzies. Our referral program lets you refer Help Scout to others and, in return, you
Connect Talkdesk and Help Scout to Manage Phone Calls
Talkdesk brings all the benefits of an enterprise-level call center to your business. It's entirely web-based and works beautifully alongside Help Scout. With Talkdesk, members of your team can take
Manual Workflows
Manual workflows allow you to execute multiple actions on a conversation in just a couple of clicks. This can save your team time as well as ensure consistency across the team. If you're just getting
Use HTML in the Docs Editor
Our new Docs editor allows your team to make beautiful Docs articles without needing to work with HTML. We know that some of you are really comfortable with HTML and want to take on creating some
Assign Conversations
Assigning conversations lets you give Users ownership of conversations within Help Scout, and easy access to see all that others are working on at any given moment. This article is all about
Reports: Company and User
We're particularly fond of the Company and User reports for one big reason: total accountability. At a glance, the Company report shows you how many customers you're helping, as well as how many
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
Connect Help Scout and Mailchimp to See List Subscriptions in the Sidebar
Mailchimp is an email marketing service used by companies large and small all over the world. Their product has everything your business needs to manage an email newsletter, and they give you great
Troubleshoot Email Delivery Issues with Google Groups and Help Scout
If you're using a Google Workspace Group (formerly known as G Suite) to forward emails to your Help Scout Inbox, troubleshooting email delivery issues is a bit different than it is with other email
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
Export Reporting Data
Need raw data for more analysis? You can export your reporting data on demand. Export options are available for the All Channels, Email, Company/User, and Happiness reports. In this article Generate
Move From Zendesk to Help Scout
Help Scout's built in Import2 feature allows you to import your entire ticket history (and the customer profiles associated with those tickets) from Zendesk into Help Scout. Before you start an
The Beginner's Guide to Help Scout
Check out our step-by-step guide here: https://www.helpscout.com/blog/help-scout-setup-guide/
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
About the Recently Deleted View
Conversations deleted by a Help Scout user are still accessible via the Recently Deleted view for 15 days, unless manually purged. This allows you to quickly and easily restore a conversation that
Connect Keap to Help Scout to View Information in the Sidebar
Keap, formerly known as Infusionsoft, is a popular small business CRM tool that allows users to organize contacts, automate marketing and manage eCommerce inventories all in one place. Help Scout's
Add the Messenger Channel to Help Scout to Manage Facebook Conversations
NEW Make meeting your customer where they are easier to manage — connect the new Messenger channel and bring the conversations customers start from your Facebook Page(s) into Help Scout. Your team
Add the Instagram Channel to Help Scout to Manage Instagram Conversations
NEW Make meeting your customer where they are easier to manage — connect the new Instagram channel and bring the conversations customers start from your Instagram Business Account(s) into Help Scout.
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
Build Apps to Display Content in the Sidebar
Apps empower your developer team to create sidebar extensions, making it possible to display content within an iframe in the conversation view sidebar. You can use this to integrate other tools your
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.
September 2023 Legacy Plan Migration
On September 6, 2023, we retired a group of legacy plans and moved customers to a currently offered Standard or Plus plan. If you're still on a legacy plan after the migration, on the Your Plan page
Control Access to Docs Using Beacon
Beacon offers the option to use a private Docs site (where Site Visibility is off), making the Docs site visible through Beacon only. Install Beacon with a private Docs site anywhere you'd like — on
Understanding Reports in Help Scout
Now that you're well on your way to providing your customers with an excellent support experience, it's time to grab a cup of coffee and take a peek at our handy Reports feature. Help Scout provides
Set Company Office Hours
If you occasionally close up shop, then you might want to set your company's Office Hours in Help Scout. That way you can review data and automatically respond to customers based on the times you're
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
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
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
Connect FullStory With Help Scout to See Sessions in the Sidebar
FullStory lets you watch DVR-like video playback of a user’s session on your website. Support and product teams get unique insight into what happened before, during and after a user filed a support
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
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
Connect Pipedrive with Help Scout to View CRM Data in the Sidebar
Pipedrive is a web-based CRM that helps you track the progress and details of all the deals in your sales pipeline. You can use and customize Pipedrive to monitor the activities planned to help close
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
Add a Beacon to a Weebly site
Weebly is a robust website builder with lots of great free templates for displaying your site. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can
How to Fix Failed Searches
When you see failed searches in your Docs report, it means people are searching for terms that don't match any articles. Use this metric to improve your Docs search and content. For more on the Docs
Connect Campaign Monitor With Help Scout to See List Subscriptions in the Sidebar
Campaign Monitor makes it easy to attract new subscribers, send them beautiful email newsletters and see stunning reports on the results. It's also a great tool for agencies to manage and white-label
Connect Constant Contact With Help Scout to See List Subscriptions in the Sidebar
Constant Contact is a tool for businesses to manage their email newsletter and customer marketing. Their suite of products not only includes email marketing, but also event registration, surveys and
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
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
How to use a Retina-friendly logo
All Docs icons are already optimized for hi-resolution (aka "retina") displays. However, the logo is a bit more tricky. The logo uploaded in your Docs site Public Website Settings will be a little
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
Add Beacon to a Wix site
Wix allows you to create beautiful websites to showcase your business without much more effort than a drag and drop. Beacon provides on demand Docs, chat, and an email contact form rolled into one
Add Beacon to a Squarespace site
Squarespace is an all-in-one solution for anyone looking to create a beautiful website. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can plug
Add Beacon to a Webflow Site
Webflow empowers designers to build professional, custom websites in a completely visual canvas with no code. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful
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.
Connect Channels to a Help Scout Inbox
You know that your customers want you to meet them where they are, but that means that you need to have your team ready to respond in a number of different apps, because your customers are

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