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245 articles found

  • 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

  • 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

  • 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

  • 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

  • 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

  • Create and Manage Saved Replies for Fast Answers

    A saved reply is a snippet of text that can be quickly added to the editor when replying to a customer. Using saved replies is a great way to tackle those issues that require a standard or simple

  • Private Collections and Articles for Internal Users

    Sometimes you just want to have some Docs stashed away for your teammates' eyes only. This article is all about Private Collections and how helpful they can be for your team internally. In this

  • 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

  • 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

  • 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

  • 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

  • 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

  • Legacy Plan Changes

    We work hard to make sure that Help Scout gets better every day, bringing you new features, improvements, and products. As Help Scout evolves, the plans and pricing we offer do as well. We’ve created

  • 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.

  • 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

  • Referral Program

    We're so grateful for the Help Scout love that is shared across the world! Now it's our turn to return the warm fuzzies. Our referral program lets you refer Help Scout to others and, in return, you

  • 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

  • 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

  • Forward Email Aliases to an Inbox

    An alias in Help Scout is any email address other than your custom address that automatically forwards messages to your Help Scout inbox. If you've got multiple addresses that auto-forward, you want

  • Messages: Examples for Educational Organizations

    Use Messages to proactively communicate with current and prospective students, alumni, and general website visitors. The flexibility of Messages can help you increase engagement with your students,

  • 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

  • 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.

  • 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

  • Create and Manage Docs Articles

    Articles are key to the structure of your Docs site. We will discuss how to create and manage articles within your Docs site(s). By default, all Help Scout users have access to edit, publish, and

  • Enable SSO With Okta 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 Okta. For more

  • 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

  • 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

  • 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

  • Enable External Forwarding in Microsoft 365

    When setting up forwarding from Microsoft 365 based email to Help Scout, you may need take an additional step to complete the process. Microsoft 365 accounts default to block automatic email

  • Connect Salesforce With Help Scout

    The Salesforce integration keeps teams working in Help Scout and Salesforce connected about customer communications across systems. There are two sides to the integration: the Help Scout app (pulls

  • 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

  • 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

  • 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

  • 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

  • About the Waiting Sort

    The column Waiting in the folder views aims to give you a quick and accurate read out of how long customers have been waiting for a reply. In most folders across the app, Waiting is the default sort

  • 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

  • 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

  • Get Started With Messages

    Messages is a feature that allows you to surface targeted messaging when and where you want it. Messages can help you meet goals like increasing engagement with clients and customers, putting helpful

  • Capsule

    Capsule is a web-based CRM that helps you track the people and companies you do business with. It's a great tool for tracking conversations (like the ones in Help Scout and elsewhere) and

  • 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

  • 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

  • How to Snooze Conversations

    Snoozing a conversation allows you to set a specified date and time for the conversation to reappear in Unassigned/Assigned with an Active Status. Conversations currently Snoozed appear in the Later

  • 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.

  • 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

  • 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

  • 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?

  • Messages: Examples for eCommerce companies

    With Messages, you can advertise sales and promotions to customers, offer live help where they need it, and increase brand awareness. Messages can appear anywhere on your website, without needing an

  • How to use a Retina-friendly logo

    All Docs icons are already optimized for hi-resolution (aka "retina") displays. However, the logo is a bit more tricky. The logo uploaded in your Docs site Public Website Settings will be a little

  • 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

  • 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