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245 articles found

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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

  • 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.

  • 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.

  • Customer Profiles

    Profiles in Help Scout are built automatically when a customer emails your support address for the first time. We'll also create a profile when you compose a new conversation on behalf of the

  • Connect Shopify With Help Scout to View, Cancel and Refund Orders in the Sidebar

    Shopify provides your business with everything needed to start selling online. You have full control over the design of your store, can accept secure payments for your business, and have access to

  • About Default Folder Views in Help Scout

    Each Help Scout Inbox has 5 built-in folder views that will always show, along with a few special folder views that will appear when you need them. In this article we'll explain what you see in each

  • 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

  • Respond to Email Notifications to Take Action in Help Scout

    Email notifications can keep you up-to-date with what's happening in Help Scout, even when you're not actively logged in to the app! This article explains how our email notifications work and what

  • 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

  • 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.

  • Customers List

    The Customers list brings all of your customers into a searchable and sortable list to quickly view their information. Just click Customers from the top menu to start with a list of all customers

  • 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

  • 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

  • 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

  • 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 — instead of having one profile for that

  • 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

  • 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

  • Style Your Message

    Messages, the proactive messaging feature built into Beacon, offers a number of formatting and style options so you can get creative and really catch some eyes! Add a video or image, format the text

  • 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

  • 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

  • Automatic Workflows

    Automatic workflows allow you to automate tasks — from internal tracking and organization to sending automatic replies or notifications — so your team has more time to focus on taking care of your

  • 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

  • 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

  • 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

  • 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

  • About the Docs Editor

    NEW We're excited to offer up a new Docs editor experience! Our new editor makes editing articles a breeze for anyone, no coding skills necessary. This article covers the basics of using the Docs

  • Merge Multiple Conversations From One Customer

    Sometimes you'll have multiple conversations that you want to merge together to handle at once — perhaps your customer emailed you several times about the same thing before you had a chance to

  • 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

  • An Admin's Guide to Help Scout

    Congratulations on becoming a new Help Scout Administrator or Account Owner. 🎉 Your permissions are like the proverbial keys to manage the kingdom. So now what? There are a ton of powerful features

  • Create a New Beacon

    Beacon is our corner widget product that allows you to serve up live chat, Docs help, and proactive Messages in one location. There is no limit to the number of Beacons you can create, and our Beacon

  • 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

  • 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

  • Beacon Jumpstart Guide

    Beacon is an embeddable widget, included in all Help Scout plans, that can be added to your website or app. With a Beacon embedded on your website, you’ll be able to provide a contact form, offer

  • 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

  • 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

  • How Article Popularity is Calculated

    Ever wonder how some articles tend to be listed as more popular than others on your Docs site? This article covers everything you've wondered about popularity rankings, and how those are determined.

  • Troubleshooting Outbound Email Delivery Issues

    Outbound email refers to the emails that you send from Help Scout — whether it's a reply to an ongoing conversation, a new conversation you've started, or even email sent via Workflow or Auto Reply.

  • 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

  • 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

  • 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

  • Connect Kissmetrics With Help Scout to Track Customer Activity

    Kissmetrics is an analytics tool for tracking activity throughout a customer's lifecycle. Integrating with Help Scout will allow you to track conversation actions along with the other metrics you're

  • Connect Help Scout and Mailchimp to See List Subscriptions in the Sidebar

    Mailchimp is an email marketing service used by companies large and small all over the world. Their product has everything your business needs to manage an email newsletter, and they give you great

  • 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

  • 3 Steps to Organizing and Optimizing Your Help Scout Account

    Now that you have your email flowing freely into your Help Scout Inbox, the next three steps will keep everything running smoothly, both in the queue and behind the scenes. By the end of these three

  • 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.