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176 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

  • 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

  • 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

  • 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

  • Advanced Security With IP Restrictions

    IP restrictions allow you to limit access to your Help Scout account to a predefined list of IP addresses. Advanced Security is available as a part of the Pro plan. In this article How IP

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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. In

  • 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

  • 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

  • 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.

  • Create and Manage User Accounts

    Users are members of your organization or team who have access to Help Scout. Account Owners and Administrators can create and manage all aspects of a user account. This article will cover all of the

  • Work With Custom Fields

    Custom fields help you to categorize, prioritize, or further diagnose conversations based on the support needs for your product or service. Set fields to required so that reporting data is always

  • 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

  • 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

  • Control Access to a Docs Site With Restricted Docs

    NEW There are many reasons you might want to have a Docs site that isn't open to the public, but is viewable by the people you choose to let in. The new restricted Docs feature introduces the option

  • Manage Beacon Docs Settings

    From the main Beacon settings page, click Docs in the left navigation menu to access the Docs settings. Here we'll discuss the different options for Docs in Beacon! Basic Settings Enable Docs Enable

  • Enable SSO with a Generic Identity Provider

    Enable single sign-on (SSO) for your domain within Help Scout and allow your Users to easily and securely log in to their accounts. This article will help you get set up if we do not have a specific

  • 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

  • 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

  • Create and Manage Docs Articles

    Articles are key to the structure of your Docs site. We will discuss how to create and manage articles within your Docs site(s). By default, all Help Scout users have access to edit, publish, and

  • 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

  • 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

  • Connect Salesforce With Help Scout

    The Salesforce integration keeps teams working in Help Scout and Salesforce connected about customer communications across systems. There are two sides to the integration: the Help Scout app (pulls

  • Search Filters With Operators

    You can search for conversations, customers, and other data using a full text search. For the basics, start with Search in Help Scout. In this article list the different filters you can use, with

  • 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

  • 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

  • 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

  • Reports: Chat

    The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. Note: The Chat report only appears in the menu if you've created a

  • 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

  • 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

  • Create a Conversation With Pre-filled Data

    You can pre-fill the customer email address, Cc/Bcc lines and the subject line on the New Conversation page by adding a few things to the URL. Here's an example:

  • 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

  • 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

  • Manage Your User Profile

    Add the personal details that make your Help Scout account uniquely yours in your user profile. This article will walk you through how to edit your profile and all of the options available. In this

  • Create a New Conversation

    In addition to replying to emails, you can also start new emails out from Help Scout, or log phone calls to keep track of those conversations. This article is all about how to start new

  • Connect Jira With Help Scout to Link Conversations and Issues

    Jira helps you track and resolve bugs and other issues with powerful workflows, planning features, and comprehensive search — giving your team full control of the end-to-end development of your

  • Create Folders Using Workflows to Organize Conversations

    Folders are a way to organize conversations into a common view. In other words, a folder is a custom view of conversations that already exist in one of your other top-level folders. This article will

  • Help Scout's Mailbox API, Docs API, Beacon JavaScript, Apps, and Open Source Tools

    Help Scout offers many integrations right out of the box, but there are lots of other apps out there in the world that you might want to connect — maybe even some your team has built for yourselves.

  • 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

  • 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.

  • Messages Performance Reports

    You've set up a Message — or a bunch of Messages — and you'd like to know how effective they are. We offer some basic performance information that allows you to get a quick view of what's happening

  • Onboard Your Team

    Once you’ve got your setup in Help Scout ready to go, it’s time to invite more users. Check out Create and Manage User Accounts for help on how to do that, Training new users is a snap! This article

  • 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

  • Use Conversation Lock to Prevent Re-opening Old Conversations

    Have you ever had a customer reply to an ancient conversation? Conversation lock prevents new updates to old conversations. This keeps old conversations from surfacing to the top of the queue again.

  • 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