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214 articles found

  • Manage Docs Settings

    Basic Docs Settings From the Docs tab, you can toggle Docs search on or off. When Docs is disabled, customers are presented with a contact form to get in touch. When Docs is enabled, they c

  • 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 fi

  • KISSmetrics

    Google Analytics tells you what happened,  KISSmetrics tells you who did it. It's a stellar product for tracking activity throughout a customer's lifecycle. In the case of Help Scout, customers start

  • 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

  • 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

  • Working with the Android app

    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 be able to keep track of conversations with your cu

  • 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.

  • 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

  • An Admin's Guide to Help Scout

    Congratulations on becoming a new Help Scout Admin or Owner. 🎉   Your permissions are like the proverbial keys to manage the kingdom. So now what? There are a ton of powerful features in Help Scout

  • 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

  • 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

  • BigCommerce

    BigCommerce is a powerful eCommerce platform that provides your business with everything you need to sell online and do it well. The team at BigCommerce has made the process of designing your storefro

  • 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

  • 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

  • How to forward conversations

    Forwarding a conversation is a handy way to converse with someone who does not have a Help Scout account. In this article Forwarding a conversation Keeping track of forwarded conve

  • Asana (powered by Zapier)

    Manage your tasks and excel at customer relationships with this automation. Once set up, each time a new conversation is started in Help Scout, Zapier will create a new task in Asana. Now you can plan

  • Data Export Options

    In this article In-app Export Options Additional Export Options In-app Export Options Reports Reporting data is available to be exported right from within Help Scout

  • 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

  • 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

  • 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

  • Talkdesk

    Talkdesk brings all the benefits of an enterprise-level call center to your business. It's entirely web-based and works beautifully alongside Help Scout. With Talkdesk, members of your team can take a

  • 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

  • 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

  • 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 

  • 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

  • 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

  • FollowUpThen

    FollowUpThen is a super simple email reminder service, and works wonderfully alongside Help Scout. All you need to do is add a specific FollowUpThen email address to the Cc or Bcc fields when replying

  • Creating a mailbox auto reply

    Using an auto reply is a great way to let your customers know that you’ve received their message, and that someone will be in touch soon. This is all about how to create auto-replies. Note: Bra

  • Manage legacy API keys

    Mailbox API 2.0 is here (huzzah!), and on June 6th, 2019, we’ll be shutting down the legacy Help Desk API. If you have any custom or 3rd party apps using these legacy API keys, they’ll no longer work

  • Setting up multiple Mailboxes

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

  • 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

  • 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

  • Log in to Help Scout

    There are a few different ways to log into Help Scout. This article covers each of those different methods. In this article Help Scout Account Google Apps Single Sign-On

  • 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 an

  • 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

  • Enabling SSO with Onelogin as the Identity Provider

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

  • Connecting Facebook Messenger

    The Help Scout Smooch integration brings conversations from Facebook messenger right into your Help Scout Mailbox. When you reply, it replies back to your customer’s FB messenger. Shall we get

  • How to host a stylesheet on Dropbox

    For the tech-savvy, Docs gives you the ability to specify an external stylesheet, which can be used to modify the design of your public website. This article shows you how to host that stylesheet on D

  • Campaign Monitor

    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

  • 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

  • PipelineDeals

    PipelineDeals is a web-based CRM that helps you track and organize all the deals in your sales pipeline. With PipelineDeals, you can organize the companies, people & deals - set goals, and easily coor

  • Send article links via the Docs search bar

    The Docs search bar is a nifty tool that will help you quickly locate, review, and link articles to a customer while working in a conversation. This article talks about working with the Docs search ba

  • Drift

    When integrated with Help Scout, you can have all your Drift conversations sync with Help Scout. When a chat is completed, Drift sends it to the customer's history in Help Scout. When someone sends an

  • 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

  • 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

  • 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

  • Managing Help Scout notifications

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