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202 articles found

  • Forward from Outlook.com and Office365

    1 First things first! Open up your mailbox in Help Scout, click on the gear icon in the lower left-hand corner, and select Connection Settings from the dropdown menu. 2

  • How mailboxes work in Help Scout

    A mailbox in Help Scout is like any other inbox: it holds email. Your support team will work together out of a mailbox to answer all of your incoming support requests. Keep reading for a primer on mai

  • Slack

    Slack brings all your team communications into a central hub. In addition to group chat and instant messaging, Slack integrates with many of the services you use every day and posts automatic updates

  • Create a New Conversation

    As a Help Scout User, you can create new outgoing messages (just like email) to proactively get in touch with your customers.    Create a New Conversation

  • Bronto

    Bronto is an enterprise-grade marketing platform designed for commerce, with solutions for shopping cart abandonment, post-purchase campaigns and powerful eCommerce integrations like Magento.  The

  • Hively

    Hively is a great way to consistently measure customer happiness. With Hively's snippet embedded in your signature, customers can rate your response with just one click. This article will guide you th

  • Content Suggestions by URL

    Content Suggestions by URL allow you to suggest relevant articles through Beacon depending on the page the customer is viewing.  Adding a Custom URL To add a new URL, click the Everywhere panel,

  • Manually forward email to Help Scout

    Every now and then, you might get an email in your inbox that needs to be created as a conversation in Help Scout. Luckily, all you have to do is forward the email to your Help Scout mailbox, and we'l

  • Snap Engage

    Snap Engage is a simple plug-and-play live chat you can embed on any website. For users, it integrates directly with your IM program of choice (Gtalk, Skype), meaning you can chat with customers from

  • Google Apps Integration

    Installing the Help Scout app from the Google Apps Marketplace allows you to connect your Google Apps account to Help Scout. You can securely log in to Help Scout automatically with your Google accoun

  • About Beacon 2.0

    Beacon 2.0 is currently in closed beta. Want to stay in the loop? Sign up for updates here: Beacon 2.0 In this article About Beacon  Creating a Beacon Common Questions

  • Chatra

    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 gro

  • Kickstarter

    Help Scout has a built-in integration that funnels all your customer messages from Kickstarter neatly into your Help Scout mailbox. There's no need to set up anything on the Help Scout side aside from

  • Invalid Connection Settings

    If you've got custom SMTP settings configured on your Help Scout account, you (as the Account Owner or Administrator) might receive an "Action Required" email from us once in a blue moon informing you

  • Smooch

    Smooch is a messaging platform and provides a mobile software development kit (SDK) for in-app messaging, social integrations with Facebook Messenger and Twitter Direct Messages, or SMS messages using

  • Translate Words and Phrases in Beacon

    Visit the Translate tab to customize all of Beacon’s placeholder text. At the moment, only one translation is supported. It’s not possible to translate a single Beacon so that multiple languages are s

  • Getting Started with Help Scout: Video Tour

    Take a look around... Get a guided tour of Help Scout and all it’s features in one of our video tours!  Introduction to Help Scout: Help Desk The introduction to Help Scout video

  • Nicereply

    Nicereply is a simple tool for collecting satisfaction ratings from your customers. By embedding a ratings link into your signature, customers can rate each reply you send. Here's a snapshot of how it

  • 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

  • Forward email aliases to one mailbox

    A mailbox alias is any email address that automatically forwards messages to your main mailbox address. If you've got a bunch of addresses that auto-forward, it would be a superb idea to add them to t

  • Mobile notifications

    Mobile notifications are helpful for keeping tabs on conversation updates while you're on the go. This article is all about how to set up and manage your mobile notifications in both the iOS and Andro

  • Gather feedback with Satisfaction Ratings

    Customer satisfaction ratings allow your customers to rate your replies with just a click or two. This article is all about the Satisfaction Ratings feature in Help Scout. In this article 

  • Onboarding Your Team

    Once you’ve got your setup in Help Scout ready to go, it’s time to invite more users. Training new users is a snap! You can share these short videos to get your team up to speed on the basics

  • Challenges with forwarding your personal address

    When you sign up for Help Scout, you're asked for an email address. This address is attached to your Help Scout profile. If your goal is to forward mail from that address into a Help Scout mailbox usi

  • Setting up multiple Mailboxes

    Multiple mailboxes help your team manage all your shared email addresses (for example, marketing@domain.com, billing@domain.com, etc). Instead of hopping around from inbox to inbox outside of Help Sco

  • Workflow templates and scenarios

    Workflows are one of the most complex and powerful features in Help Scout, and they can take some finesse to master. Here are some examples that you can copy, modify, or just be inspired by. Sort co

  • Send messages using Google oAuth

    When you create a mailbox, you have the option to either use our servers (by default) or specify custom outgoing settings. This article talks about using custom outgoing settings with Gmail using Goog

  • How to reply and add notes to conversations

    Messages from your customers are called conversations in Help Scout. This article will quickly teach you how to perform basic conversation actions.   In this article Sending a reply to

  • 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

  • Reports: Conversations

    The Conversations report is all about volume, but it also helps you get a handle on just how busy the help desk is. More importantly, you're able to really dive in to see what type of issues keep popp

  • FreshBooks

    FreshBooks is small business accounting software used by millions of people to send invoices, track time and capture expenses. Help Scout's app for FreshBooks brings the client data you need direct

  • Changes to Free Plan Accounts

    While Free Help Scout accounts may not have been too good to be true, they were unfortunately too good to last. In March of 2017, we stopped offering the Free plan to new Help Scout customers, and hav

  • Enabling SSO with Okta as the Identity Provider

    In this article What is SSO? Setting up SSO with Okta What is SSO? Single sign-on (or SSO) is a way to authenticate and log-in to an application with just one set

  • Create 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 resp

  • Managing Help Scout notifications

    In this article Enabling & disabling notifications Email notifications Browser notifications Mobile notifications Notification station HIPAA Compliance & Notificatio

  • eBay and Amazon Integration

    Help Scout has a built-in integration that funnels all your Amazon and eBay customers' messages and notifications neatly into your Help Scout mailbox. There's no need to set up anything on the Help Sc

  • 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 Public Website Settings will be a little blurry on a h

  • Migrating to Mailbox API 2.0

    The day is finally here! Mailbox API 2.0 is officially available for use. This guide covers all that you need to know about the new API and how to transition any existing integrations from our legacy

  • About Waiting Since

    Waiting Since is designed 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 Since has replaced the Last Updated col

  • 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 bl

  • Create a New Beacon

    Create a New Beacon Only Administrators can create Beacons. To create or edit a Beacon, head over to Manage → Beacons, then click on the New Beacon button. Give the Beacon a name. If yo

  • Adding Help Scout Metrics to a Business Intelligence Tool

    Help Scout has partnered with Fivetran to make it easy to get your data out of Help Scout and into a data warehouse. From there you can run SQL queries on the data or hook it up to a Business Intellig

  • Enabling SSO with Azure AD as the Identity Provider

    In this article What is SSO? Setting up SSO with Azure AD What is SSO? Single sign-on (or SSO) is a way to authenticate and log-in to an application with just one set of

  • End a Live Chat

    What happens when a chat ends? When a live chat ends, two key things happen:  Help Scout creates a conversation in the mailbox, which includes the full chat transcript, and summary

  • Edit threads and notes

    Most threads in Help Scout have three little vertical dots to the right of the timestamp (see below). This dropdown contains a few nifty actions you can perform. Here's what you can do: Edit a

  • Infusionsoft (powered by Zapier)

    Reach out to new contacts immediately and create fast connections with this Infusionsoft to Help Scout automation. Once set up, each time a contact is assigned to a new group, Zapier will create a new

  • Track message views with Open Tracking

    Open Tracking is a feature that allows you to see whether your customer has viewed the message you've sent them. A couple of things to note: Open Tracking uses a tracking pixel in your outgoing

  • Getting your email into Help Scout

    Help Scout works by creating a forwarding rule with your email client or server to send all of your email into your Help Scout Mailbox. Each Mailbox has a unique identifier address, which looks someth

  • Enabling SSO in your account

    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 is all about SSO and how to set it up in your account. 

  • Transfer Account Ownership

    When you first sign up for Help Scout, your User account is automatically assigned the account owner role. As the account owner, you're the only one with access to subscription information, and the on