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213 articles found
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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
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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
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Connect Keap to Help Scout to View Information in the Sidebar
Keap, formerly known as Infusionsoft, is a popular small business CRM tool that allows users to organize contacts, automate marketing and manage eCommerce inventories all in one place. Help Scout's
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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,
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About 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
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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
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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.
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Challenges With Forwarding Your Personal Address
We get it — you've discovered what a wonderful tool Help Scout is for managing your collaborative email, and it seems like maybe it would be a good idea to move ALL of your email into the app. We're
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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
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What Happens When You End a Live Chat
When a live chat ends, two key things happen: Help Scout creates a conversation in the Inbox, which includes the full chat transcript and any internal notes. You can follow up with the customer by
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Create an NPS® Message
Messages allows you to run Net Promoter Score (NPS®) surveys with clients and customers. Add your NPS Message to any Beacon that's been implemented with identify to easily find out if your customers
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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
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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
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Create a New Beacon
Beacon is our corner widget product that allows you to serve up live chat, Docs help, and proactive Messages in one location. There is no limit to the number of Beacons you can create, and our Beacon
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Create Folders Using Workflows to Organize Conversations
Folders are a way to organize conversations into a common view. In other words, a folder is a custom view of conversations that already exist in one of your other top-level folders. This article will
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Enable SSO with a Generic Identity Provider
Enable single sign-on (SSO) for your domain within Help Scout and allow your Users to easily and securely log in to their accounts. This article will help you get set up if we do not have a specific
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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
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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
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Keyboard Shortcuts
Keyboard shortcuts provide a quick and easy way to move around Help Scout. They are built into Help Scout so no need to enable anything on your end. In this article Turning Off Keyboard Shortcuts
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Get Your Email Into Help Scout
If you are using your own custom email address with Help Scout, you will need to set up forwarding or redirection from your email provider to get that email in to Help Scout. You will be forwarding
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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
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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
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Enable SSO with Azure AD 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 Azure AD. For
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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
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Enable SSO with OneLogin as the Identity Provider
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 OneLogin. For more
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Move Conversations to Different Inboxes
Moving conversations from one Inbox to another is helpful if a customer accidentally emailed the wrong inbox address, or if you're just passing the conversation over to a team member who works in a
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Connect Snap Engage With Help Scout to Get Transcripts in Your Inbox
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
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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
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Customize Your Inbox Settings
Each Help Scout inbox has its own distinct settings — customize your inbox to make it your own! This article will guide you through each of the inbox settings you find on the Edit Inbox page. Head to
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Connect Pipedrive with Help Scout to View CRM Data in the Sidebar
Pipedrive is a web-based CRM that helps you track the progress and details of all the deals in your sales pipeline. You can use and customize Pipedrive to monitor the activities planned to help close
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What's New with User Roles: Light Users
We have introduced a new user role called Light Users, available to current Plus and Pro plans. This article will tell you a little bit about that role and how it works. If you were on a legacy Plus
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Follow a Conversation
The Follow feature lets you subscribe to a conversation to keep tabs on all of its updates, and is available on the Standard and Plus plans. This article talks about how to follow or unfollow a
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Forward Conversations Outside of Help Scout
Forwarding a conversation is a handy way to converse with someone who does not have a Help Scout account. In this article Forward a Conversation Keep Track of Forwarded Conversations Forward a
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PipelineDeals
Pipeline is a web-based CRM that helps you track and organize all the deals in your sales pipeline. With Pipeline, you can organize the companies, people & deals - set goals, and easily coordinate
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September 2023 Legacy Plan Migration
On September 6, 2023, we retired a group of legacy plans and moved customers to a currently offered Standard or Plus plan. If you're still on a legacy plan after the migration, on the Your Plan page
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Connect Hively With Help Scout to Gather Feedback
Hively is a great way to 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 through
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Move from Intercom to Help Scout
Considering a switch from Intercom to Help Scout? Awesome, we’re happy to help you get your bearings and make a great decision either way. Things you should know Expect fewer chats and conversations
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Home Page Layout Options
When it comes to your Docs site, there are two different options for setting up the layout of your home page: Most Popular Articles or Categories. Each have their own unique look and advantages, and
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Use FollowUpThen to Set Reminders
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
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Saved Replies For Chat
A saved reply is a snippet of text that can be quickly added when chatting with a customer. Using saved replies is a great way to tackle issues that require a standard or simple response. You must
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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
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Connect Slack With Help Scout to Get Notifications in 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
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Connect Fivetran With Help Scout for Data Analysis
Fivetran is a service that specializes in getting data out of various services (such as HubSpot, Salesforce, or Help Scout) and putting that data into a data warehouse such as BigQuery, Redshift, or
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User Roles and Permissions
Help Scout offers 4 different user roles: the Account Owner, Administrators, Users, and Light Users. Plus and Pro plans can also set custom permissions on individual Administrators and Users. This
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Create a Banner Message
Use a banner Message to get your customers' attention with a quick note or alert and a call to action across the top of your site or web-based app, above your regular content. Greet your customers by
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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
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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
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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
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Create and Manage Inbox Signatures
Signatures in Help Scout work just a bit differently than you're most likely used to seeing in traditional email clients. A signature belongs to an Inbox in Help Scout, rather than a User — all
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Manage Docs Contact With Beacon
Beacon is built into Docs, making it quick and easy for your customers to reach out via email or live chat if they need more help. This article will help you enable and customize the Docs site