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255 articles found

• Manage Spam and Unwanted Email

  Help Scout has its own built-in spam filter to save you the headache of having to sift through spammy emails and auto replies in your inbox. This article talks about how the Help Scout spam filter

• Create and Manage Docs Collections and Categories

  This article will help you understand the basic organizational structure within Docs. You'll also learn how to manage collections and categories. In this article What Are Collections and Categories?

• Use an Outlook Redirect Rule to Redirect Email to Help Scout

  This article describes how to create a redirect rule in Outlook to move your email into Help Scout. Note that this is different than a forwarding rule in Outlook. The redirect rule ensures that Help

• 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

• About the Chat Shortcut Menu

  The action is right at your fingertips while you're in a chat, allowing you to quickly access the information and tools need to help your customer, without leaving the keyboard. Type a slash (/) in

• Create an Inbox Auto Reply

  Setting up an auto reply is a way to let your customers know you've received their email, set expectations, and send back more information before you reply in full. This article is all about how to

• 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

• 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

• 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

• Understand Conversation Icons and Colors

  Pictures are worth a thousand words they say, and Help Scout uses icons and colors to give you a lot of information in a quick glance. Here we'll break down the icons and colors that you'll see in a

• Follow a Conversation

  The Follow feature lets you subscribe to a conversation to keep tabs on all of its updates, and is available on the Standard and Plus plans. This article talks about how to follow or unfollow a

• 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

• Keyboard Shortcuts

  Keyboard shortcuts provide a quick and easy way to move around Help Scout. They are built into Help Scout so no need to enable anything on your end. In this article Turning Off Keyboard Shortcuts

• 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

• 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

• What's New with User Roles: Light Users

  We have introduced a new user role called Light Users, available to current Plus and Pro plans. This article will tell you a little bit about that role and how it works. If you were on a legacy Plus

• 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

• Add Analytics Code to Track Docs Visitors

  Web analytics show you a custom view of what's happening on your Docs site. It's helpful if you're wanting to track data such as page views, bounce rates, or the geographical location of your

• Create a Banner Message

  Use a banner Message to get your customers' attention with a quick note or alert and a call to action across the top of your site or web-based app, above your regular content. Greet your customers by

• Customize Your Inbox Settings

  Each Help Scout inbox has its own distinct settings — customize your inbox to make it your own! This article will guide you through each of the inbox settings you find on the Edit Inbox page. Head to

• 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

• About Chat Notifications

  Notifications help you stay on top of new chats as you continue your work in other areas of Help Scout. In this article In-app Notifications Browser Notifications Sound Notification Troubleshooting

• 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

• PipelineDeals

  Pipeline is a web-based CRM that helps you track and organize all the deals in your sales pipeline. With Pipeline, you can organize the companies, people & deals - set goals, and easily coordinate

• Beacon Embedded Articles

  Embedded Articles allow you to open a Docs Article via any link or button in your web-based app or website, where ever you may need it. There are four different attributes you can choose from to open

• Create a Modal Message

  NEW A modal Message will show over your regular site or web-based app's content, allowing you to place a notice front and center that has to be clicked or dismissed to continue. Use a modal Message

• Popular Docs Styling Tricks

  Docs can be completely customized using CSS, but if you haven't spent much time designing websites, CSS can feel intimidating to start. Here are some easy copy+paste CSS examples for some of the most

• Use a Redirect Rule at Amazon WorkMail

  This article describes how to create a redirect rule in the Amazon WorkMail Web Application to move your email into Help Scout. Note that this is different than a forwarding rule in Amazon WorkMail.

• 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

• Prevent Duplicate Replies With Collision Detection

  Have you ever had two people respond to an email at the same time? That's definitely not a good look, and it means your team is doing extra work. In Help Scout, Collision Detection steps in if

• 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

• Use Views to Filter Reporting Data

  Views are a simple and efficient way for you to filter conversation data within the reports built in to Help Scout. In most reports, you can choose to filter data by inbox, tag, folder, and/or custom

• Create a Microsurvey Message

  Messages offers the option to conduct customer-engaging microsurveys wherever you've installed your Beacon. From a quick thumbs up or thumbs down poll, multiple options to choose from, or even free

• Customize Basic and Advanced Beacon Settings

  From the Customize tab, you can change some basic Beacon settings, or update a few advanced settings to get the look and feel of your Beacon just right. Let’s take a closer look at these settings.

• Auto-forward From a Google Workspace Group

  If you already have a Google Workspace (formerly known as G Suite) Group you've been using, you will need to add your Help Scout email address as a member of the group and you may need to adjust some

• 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

• Use @mentions in Notes

  The @mentions feature allows you to ping another User or Team in a note on a conversation and send them a notification without having to assign it to them. This article is all about how @mentions

• Move Conversations to Different Inboxes

  Moving conversations from one Inbox to another is helpful if a customer accidentally emailed the wrong inbox address, or if you're just passing the conversation over to a team member who works in a

• 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

• Report on Custom Fields

  Custom fields data is integrated with Help Scout's built in reports, allowing you to get a quick view of the data, or filter your reports based on specific fields. Reporting on custom fields requires

• 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

• Consolidate Multiple Inboxes

  If you created 2 or more Help Scout Inboxes, but have decided that consolidating a couple of them (or all of them) into a single Inbox makes more sense for your team's flow, you can use Workflows to

• Mobile notifications

  Mobile notifications are helpful for keeping tabs on conversation updates while you're on the go. This article is all about how to set up and manage your mobile notifications in both the iOS and

• Create and Manage Docs Redirects

  A redirect is a way to send both visitors and search engines to a different URL from the one they originally requested. This might be another URL in your Docs site, or another address on the web.

• Session Management

  Session management allows you to manage the devices that are currently logged in to your Help Scout account and Help Scout administrators to manage all users' sessions. Click your avatar or initials

• Docs API

  The full Help Scout Docs API documentation can be found here: https://developer.helpscout.com/docs-api/. Please check out our developer documentation for complete information, but the Docs API

• Create a Standard Message

  You can get really creative and specific with Messages in terms of who sees what Message when. There are many options to explore — get creative and experiment! If you're looking for ideas on other

• Docs Branding Examples

  Help Scout Docs sites can be customized to fit your brand and voice seamlessly. Below are some of the most creative examples of what's possible that we've seen, and we hope they inspire you when

• Messages Use Cases and Scenarios

  Head over to Explore Messages for links to some ideas on how to use Messages.

• 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