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252 articles found

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • User Availability and Maximum Chats

    Beacon chat was designed with the customer experience in mind. Live chat is only presented as an option to your customers when a User is available to accept that chat. In addition to User

  • 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

  • Manage Voice Messages

    Help Scout's Voicemail app works automatically — no installation required. This article is about the voicemail integration, and how to manage voice messages in Help Scout. In this article How the

  • 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

  • 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 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

  • 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

  • Manage Company Settings

    Settings that will apply to your entire Help Scout account are found under the Company Settings. Only Help Scout Account Owners and Administrators have access to change these settings. In this

  • 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

  • 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

  • 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.

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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

  • 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.

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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

  • 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?

  • 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.

  • Help Scout Uptime

    Over the last 12 months, Help Scout has been online 99.99% of the time. Our goal is 100% uptime, but when unexpected problems occur, Help Scout may be unavailable. This article talks about how we

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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

  • 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