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256 articles found
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Auto-forward From Google Workspace to Help Scout
Google Workspace (formerly known as G Suite) is a robust and fully featured business email service offered by Google that utilizes the Gmail interface for email. This article will cover setting up
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Use Google OAuth to Send From Help Scout
If you are using your own email address with Help Scout, we send email on your behalf via our own Help Scout mail servers by default. If your custom email address is a full Google Workspace (formerly
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Use SMTP to Send From Help Scout
If you are using your own email address with Help Scout, we send email on your behalf via our own Help Scout mail servers by default. You may choose to configure Help Scout to send from your email
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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
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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
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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
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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
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Auto-forward Google Workspace Aliases to Help Scout
If you are using aliases (alternate email addresses) at Google Workspace to handle your group email addresses, you can split the email sent to each alias into different inboxes at Help Scout using
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Auto-forward From Google Workspace Using Routing
Using routing at Google Workspace (formerly known as G Suite) allows you to redirect an email address to Help Scout without going to a Gmail inbox first. This eliminates the need for an additional
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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
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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
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Google and Yahoo Email Authentication Requirements
Google and Yahoo will soon be requiring that all email sent to recipients using their email services — anyone using Google Workspace, Gmail, or Yahoo Mail — passes standard email authentication. If
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Forward Email Aliases to an Inbox
An alias in Help Scout is any email address other than your custom address that automatically forwards messages to your Help Scout inbox. If you've got multiple addresses that auto-forward, you want
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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
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How Inboxes Work in Help Scout
An inbox in Help Scout is like any other inbox: it holds email. Your team will work together out of an inbox to answer all of your incoming email. This is a primer on inboxes, and how they work in
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Log in to Help Scout
Head to https://secure.helpscout.net/members/login/ to log in to Help Scout. How you sign in from there might be different depending on your settings, and we'll cover all of the options here. In this
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Outgoing Email Settings
After configuring your Help Scout inbox to use a custom email address, the Account Owner and Administrators with permission to the inbox can also adjust the Outgoing Email settings. Whether you
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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
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Manage Company Settings
Settings that will apply to your entire Help Scout account are found under the Company Settings. Only Help Scout Account Owners and Administrators have access to change these settings. In this
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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
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Get Your Email Into Help Scout
If you are using your own custom email address with Help Scout, you will need to set up forwarding or redirection from your email provider to get that email in to Help Scout. You will be forwarding
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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
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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
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Send Contact Form Submissions to an Inbox
It's easy to keep track of contact form submissions by directing those entries right to your Help Scout Inbox. This article talks about sending contact form submissions to Help Scout. In this article
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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
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Get Started With Workflows
Workflows in Help Scout are similar to Gmail filters or rules in other email clients. Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). In this
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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
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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.
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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
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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
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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
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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
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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.
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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
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Connect Olark With Help Scout to Get Chat Transcripts to Your Inbox
Olark Live Chat is an easy-to-use live chat platform for your website. Simply copy-and-paste the embed code they provide, and within minutes you can be talking to customers who are browsing your
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Manage Beacon Contact 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.
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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
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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
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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
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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
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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
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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
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Auto-forward From Bluehost to Help Scout
1 First things first: You'll need to connect your custom email address to your Help Scout Inbox. Check out Connect Your Custom Address for help there. Make a note of the Inbox Address — that will be
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Enable SSO With Okta as the Identity Provider
Enabling single sign-on (SSO) for your domain within Help Scout allows your Users to easily and securely log in to their accounts. This article will help you get set up if your IdP is Okta. For more
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Connect WooCommerce and Help Scout
WooCommerce is a popular and comprehensive plugin for WordPress that allows you to get fully-functioning eCommerce sites up and running within minutes. Manage payments, shipping, inventory, store
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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.
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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
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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
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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
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Create and Manage Inboxes in Help Scout
You will create your first Help Scout inbox as you set up your account. If you need to create more inboxes, make changes to the one you created, or delete an inbox, you're in the right place to find