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257 articles found
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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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Reply and Add Notes to Conversations
Conversations are the communications with your customers in Help Scout β you might be used to calling them tickets or just emails if you've been working with other systems. Emails, phone notes, and
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Automatic Workflows
Automatic workflows allow you to automate tasks β from internal tracking and organization to sending automatic replies or notifications β so your team has more time to focus on taking care of your
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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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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 β giving your team full control of the end-to-end development of your
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Explore Messages
Say hello π to Messages and proactively communicate with your customers and site visitors. Messages can be used anywhere on your website, without the need for additional heavy lifting by your
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Auto-forward From Other Providers to Help Scout
We've searched and found guides to set up automatic email forwarding for some of the most popular hosts and email providers as linked below. If you don't see your provider listed here, your best bet
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Messages Pricing
Messages β the proactive messaging feature in Beacon β 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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Translate Beacon Words and Phrases
Visit the Translate tab to customize all of the labels your customers see in your Beacon. You can choose to translate the text into a different language or customize the English text to reflect your
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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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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
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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 β connect the new Instagram channel and bring the conversations customers start from your Instagram Business Account(s) into Help Scout.
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Cancel Your Help Scout Account
We're sorry to see you go! Only the account owner can cancel the account, and if you're sure you want to cancel, please remember that there's no turning back β the account will be terminated
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Merge Duplicate Customer Profiles
It's not uncommon for customers to send messages from different email addresses or through different channels. This can cause a bit of confusion for your team β instead of having one profile for that
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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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Reports: Email
Our Email report measures efficiency working with email conversations. You'll be able to keep track of how your team is performing in terms of time spent addressing and responding to conversations.
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Workflow Conditions and Actions
Workflows are composed of conditions (what youβre looking for) and actions (what you want to happen). This article lists all available conditions and actions. Workflow conditions Condition
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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 β that will be
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Data Export Options
In this article In-app Export Options Additional Export Options In-app Export Options Reports Reporting data for selected reports (All Channels, Email, Company, and Happiness) is available to be
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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
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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 β 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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Enable SSO with Azure AD 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 Azure AD. For
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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.
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Connect Chatra With Help Scout
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
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Enable SSO with OneLogin as the Identity Provider
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 OneLogin. For more
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Connect Nicereply With Help Scout to Gather Feedback
Nicereply is a customer satisfaction survey tool built for support teams. Once connected, you can measure customer satisfaction via a survey at the bottom of every email or trigger it after resolving
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User Availability and Maximum Chats
Beacon chat was designed with the customer experience in mind. Live chat is only presented as an option to your customers when a User is available to accept that chat. In addition to User
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Work With Beacon Modes
The Mode feature controls how site visitors interact with your Beacon. You can guide folks to get in touch right off the bat, or encourage self-service first, or just start with a more neutral
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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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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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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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Use AI Assist in Help Scout
BETA We all get by with a little help from our friends, and we'd like to introduce you to AI Assist, your new friend in Help Scout! If you want to double check your grammar in a Message, change the
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Send Contact Form Submissions to an Inbox
A Beacon can be used as a contact form to add to your site or app. If you prefer to use a third-party contact form, then it is easy to keep track of contact form submissions by directing those
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Merge Multiple Conversations From One Customer
Sometimes you'll have multiple conversations that you want to merge together to handle at once β perhaps your customer emailed you several times about the same thing before you had a chance to
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DMARC and Help Scout
DMARC is an email authentication standard that's used to help protect a domain from fraudulent email. A DMARC policy helps prevent spam or "spoof" emails that appear to be coming from your domain by
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Add Beacon to Your Website or App
Beacon provides on-demand FAQs, chat, and an email contact rolled into one helpful widget. To add Beacon to your website or web based app, just create a new Beacon or grab the installation code from
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Customize Your Docs Site
Docs allows you to manage your knowledge base or help center content right from Help Scout. Out of the box, Docs has a sleek and clean look with some customization built right into Docs settings and
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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 β on
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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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Connect Kickstarter With Help Scout
Help Scout has a built-in integration that funnels all your customer messages from Kickstarter neatly into your Help Scout Inbox. There's no need to set up anything on the Help Scout side aside from
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User Roles and Permissions
Help Scout offers 4 different user roles: the Account Owner, Administrators, Users, and Light Users. Plus and Pro plans can also set custom permissions on individual Administrators and Users. This
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Create and Manage Teams
The Teams feature allows you to define groups of Help Scout Users that work together on conversations, allowing large teams to collaborate within smaller groups. Teams folders give quick views of
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Manage Help Scout Notifications
In this article Enable or Disable Notifications Notification Station Email Notifications Browser Notifications Mobile Notifications Chat Notifications HIPAA Compliance & Notifications (Pro Plan Only)
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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
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About Annual Payments
Whether you're on the Standard or Plus plan, you can choose to make an annual payment which gives you a discount on the per User per month cost. This article will explain everything about annual
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What's New With the Conversation Editor
Weβve 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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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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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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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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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