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250 articles found
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Custom Fields Templates and Scenarios
Custom fields are powerful and useful tools to help you organize and prioritize conversations in your Inbox. Here are some examples that you're welcome to copy, change up, or simply admire. Custom
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Edit Threads and Notes
Each portion of a conversation in Help Scout is called a thread. A customer email that starts a conversation is the first thread, a Help Scout user reply would be a separate thread, and a note left
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Domain Changes Needed to Continue Sending Emails From Help Scout Servers
Overview In preparation for Google's upcoming email authentication changes, we've make some changes to how we verify and send emails. This will require updates to your domain's DNS records if your
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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
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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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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
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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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How Chat Assignments Work
You might want to assign a chat to another team member if you need help, or if you’re done chatting for the moment. To assign a chat, click the Assignee icon, then select a new assignee. You can
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Chat With Customers
You've got a Beacon installed on your web based app or website and have all the settings configured, now let's get to chatting! If you've not gotten Beacon installed on your site yet, take a look at
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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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Trello Power-Up
The Help Scout Power-Up shows up-to-date information about conversations attached to a card. Linking relevant conversations to Trello cards is a great way to keep track of feature requests, bug
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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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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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Messages Pricing
Messages — the proactive messaging feature in Beacon — is included in all current plans for up to 2,000 unique viewers a month for no additional charge. There is tier based pricing that applies for
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Beacon and Ad-Blockers
Customers using Beacon have reported that Beacon is sometimes blocked from loading when JavaScript blocking extensions (Adblock, NoScript, uBlock) are in use. This article talks about why Beacon is
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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
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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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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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Get Started with Live Chat
It's just a few steps to get things set to start taking your first live chats through Beacon! In this article Enable Chat in Beacon Set Yourself Available Enable Chat in Beacon When you're ready to
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Use Your Own Custom Domain With Docs
Your Docs site comes with its own URL that's your Sub-domain at helpscoutdocs.com. By default, your first Docs site's Sub-domain is your company name, and company-name.helpscoutdocs.com the address
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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
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Workflow Conditions and Actions
Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). This article lists all available conditions and actions. Workflow conditions Condition
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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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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
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AI Summarize
BETA AI Summarize will give you a summary of a conversation with a single click and is our first OpenAI powered tool to help your team focus on providing top-notch support. AI Summarize is available
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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
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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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Migrate Conversations From Another Help Scout Account
NEW Moving conversations from one Help Scout account to another is just a few clicks away! We've partnered with Import2 to offer an easy way to copy conversations from one Help Scout account to
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Messages Actions, Events, Audience, and Schedule
Messages Actions are the call to action you want to display to your visitor. Events define when to show the Message to your visitor. The Audience lets you control who sees the Message. Schedule
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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
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Docs and Search Engines
Stop Search Engines from Crawling Docs content Search engines can (and will) index your articles if your site is public. Add this bit of code to the Insert <head> Code section located on the Docs
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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.
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Manage multiple Docs sites
You might want to create different Docs sites for each of your products or brands. This article talks about creating and managing multiple Docs sites. In this article What is multi-site support?
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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 Census with Help Scout for Data Analysis
Census is a supercharged operational analytics tool that syncs data from your warehouse into all your business tools, allowing teams to act and automate with confidence. Their product makes it easy
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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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AI Answers
In Development AI Answers empowers your customers to quickly access the content from your Docs site to find what they need. You can ask the AI assistant any question, and it will provide a specific
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Payments and Invoices
The Account Owner and any users who have the Manage billing and plan changes permission can change your Help Scout subscription and payment method at any time at the Your Plan page. See User Roles
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Help Scout Hack Pack
21 tips and tricks to bring next level skills to your Help Scout game We pride Help Scout on being intuitive and easy to learn, but there are a ton of useful tidbits hiding all over the app that can
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Forward From Microsoft 365 Outlook Web Access (OWA)
This article will walk you through forwarding email from Outlook Web Access on Microsoft 365 (formerly known as Office 365), also known as OWA, to your Help Scout Inbox. 1 First things first: Make
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Messages: Examples for Product Teams
As a Product team, the feedback loop from customers is essential to continuously improve and provide value to customers. Use Messages to gather feedback, run surveys, and chat directly with
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Messages: Examples for Marketing Teams
With Messages, your Marketing team can proactively message customers to drive signups, announce new features, and highlight promotions. Invite your Marketing team as Light Users on your account to
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Translate Docs Words and Phrases
Translate your Docs site into the languages that you customers need, using built in tools and/or integrations. In this article Translate Docs Phrases and Labels Translate Docs Article Contents Use AI
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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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Android App for Help Scout
The Help Scout Android app puts our powerful help desk software in your pocket so you can easily support customers while on the go. It allows you to keep track of conversations with your customers
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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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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
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What's New With the Inbox
Overview As a continuation of some of the changes we revealed earlier this year with our new editor, we’re now also releasing a brand new Inbox experience! The new Inbox introduces an updated user
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Challenges With Forwarding Your Personal Address
We get it — you've discovered what a wonderful tool Help Scout is for managing your collaborative email, and it seems like maybe it would be a good idea to move ALL of your email into the app. We're
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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