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244 articles found
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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
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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.
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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
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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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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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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
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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
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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
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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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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
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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
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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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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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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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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.
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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
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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
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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
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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
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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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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
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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
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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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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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Outgoing Email Settings
After configuring your Help Scout inbox to use a custom email address, the Account Owner and Administrators with permission to the inbox can also adjust the Outgoing Email settings. Whether you
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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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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.
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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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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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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.
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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
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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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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
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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
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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 — instead of having one profile for that
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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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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
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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
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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 — perhaps your customer emailed you several times about the same thing before you had a chance to
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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
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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
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Reply and Add Notes to Conversations
Conversations are the communications with your customers in Help Scout — 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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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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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 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
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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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Help Scout and HIPAA
Help Scout maintains ongoing compliance with the U.S. Health Insurance Portability and Accountability Act (HIPAA) and is able to process, maintain, and store protected health information for any
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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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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
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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