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252 articles found

  • Troubleshoot Email Delivery Issues with Google Groups and Help Scout

    If you're using a Google Workspace Group (formerly known as G Suite) to forward emails to your Help Scout Inbox, troubleshooting email delivery issues is a bit different than it is with other email

  • Manage Beacon Docs Settings

    From the main Beacon settings page, click Docs in the left navigation menu to access the Docs settings. Here we'll discuss the different options for Docs in Beacon! Basic Settings Enable Docs Enable

  • Use Your Own Custom Domain With Docs

    Your Docs site comes with its own URL that's your Sub-domain at helpscoutdocs.com. By default, your first Docs site's Sub-domain is your company name, and company-name.helpscoutdocs.com the address

  • 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

  • Payments and Invoices

    The Account Owner and any users who have the Manage billing and plan changes permission can change your Help Scout subscription and payment method at any time at the Your Plan page. See User Roles

  • Security at Help Scout

    Help Scout is committed to keeping your data secure, your private information private, and being transparent about our practices as a business. We are happy to work with our customers to answer any

  • 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

  • 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

  • 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.

  • 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,

  • Explore Messages

    Say hello 👋 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

  • 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

  • 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

  • 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

  • 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

  • Connect Census with Help Scout for Data Analysis

    Census is a supercharged operational analytics tool that syncs data from your warehouse into all your business tools, allowing teams to act and automate with confidence. Their product makes it easy

  • 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 — that will be

  • Content Security Policy (CSP) Settings for Beacon

    If your website or web-based app utilizes a Content Security Policy header and you would like to Add Beacon to Your Website or App, you will need allow additional sources for Beacon to work

  • 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

  • Keep Track of Aging Conversations

    Keeping track of aging conversations helps your team live up to your customer support goals, and helps your customers feel like they can trust you to get things done. While we don’t have an official

  • 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

  • Messages: Examples for Product Teams

    As a Product team, the feedback loop from customers is essential to continuously improve and provide value to customers. Use Messages to gather feedback, run surveys, and chat directly with

  • 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 DKIM to Help With Email Delivery

    DKIM stands for DomainKeys Identified Mail. DKIM allows the receiving email server to verify the authenticity of messages sent from your domain, which can help your emails to make it through spam

  • 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

  • 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

  • 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

  • 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

  • Enable SSO in Your Account

    Enabling single sign-on (SSO) for your domain within Help Scout allows Users you manage using an identity provider to easily and securely log in to their accounts. This article is all about SSO and

  • 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

  • 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

  • Auto-forward From Google Workspace to Help Scout

    Google Workspace (formerly known as G Suite) is a robust and fully featured business email service offered by Google that utilizes the Gmail interface for email. This article will cover setting up

  • 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

  • How Inboxes Work in Help Scout

    An inbox in Help Scout is like any other inbox: it holds email. Your team will work together out of an inbox to answer all of your incoming email. This is a primer on inboxes, and how they work in

  • 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

  • Get Started With Workflows

    Workflows in Help Scout are similar to Gmail filters or rules in other email clients. Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). In this

  • 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?

  • Auto-forward Google Workspace Aliases to Help Scout

    If you are using aliases (alternate email addresses) at Google Workspace to handle your group email addresses, you can split the email sent to each alias into different inboxes at Help Scout using

  • 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

  • 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

  • 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

  • Manually Forward Email to Help Scout

    Every now and then, you might get an email in your inbox that needs to be a conversation in Help Scout. All you have to do is forward the email from your personal mailbox to your Help Scout Inbox,

  • 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

  • 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

  • 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

  • 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

  • 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

  • Customize Content Suggestions in Beacon

    Display specific help content to your customers depending on the page they visit. Choose from the Docs articles connected to your Beacon, or from the external links of your choice. In this article

  • 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