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253 articles found
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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
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Google and Yahoo Email Authentication Requirements
Google and Yahoo will soon be requiring that all email sent to recipients using their email services — anyone using Google Workspace, Gmail, or Yahoo Mail — passes standard email authentication. If
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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
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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
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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
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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
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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
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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.
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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
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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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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.
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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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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
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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
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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.
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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
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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
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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
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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
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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
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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
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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
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Messages: Examples for Marketing Teams
With Messages, your Marketing team can proactively message customers to drive signups, announce new features, and highlight promotions. Invite your Marketing team as Light Users on your account to
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Docs and Search Engines
Stop Search Engines from Crawling Docs content Search engines can (and will) index your articles if your site is public. Add this bit of code to the Insert <head> Code section located on the Docs
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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.
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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
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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
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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
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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
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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
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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
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Trello Power-Up
The Help Scout Power-Up shows up-to-date information about conversations attached to a card. Linking relevant conversations to Trello cards is a great way to keep track of feature requests, bug
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Edit Threads and Notes
Each portion of a conversation in Help Scout is called a thread. A customer email that starts a conversation is the first thread, a Help Scout user reply would be a separate thread, and a note left
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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
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Reply and Add Notes to Conversations
Conversations are the communications with your customers in Help Scout — you might be used to calling them tickets or just emails if you've been working with other systems. Emails, phone notes, and
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Chat With Customers
You've got a Beacon installed on your web based app or website and have all the settings configured, now let's get to chatting! If you've not gotten Beacon installed on your site yet, take a look at
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Merge Multiple Conversations From One Customer
Sometimes you'll have multiple conversations that you want to merge together to handle at once — perhaps your customer emailed you several times about the same thing before you had a chance to
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Get Started with Live Chat
It's just a few steps to get things set to start taking your first live chats through Beacon! In this article Enable Chat in Beacon Set Yourself Available Enable Chat in Beacon When you're ready to
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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
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Translate Beacon Words and Phrases
Visit the Translate tab to customize all of the labels your customers see in your Beacon. You can choose to translate the text into a different language or customize the English text to reflect your
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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?