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219 articles found

  • 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

  • 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

  • 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

  • How to consolidate mailboxes

    You may run into instances where combining two mailboxes just makes sense workflow-wise or to simply tidy up your dashboard. This article is all about how to consolidate mailboxes in your account.

  • 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

  • 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

  • Pipedrive

    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

  • Manage collections and categories

    This article will help you understand the basic organizational structure within Docs. You'll also learn how to manage collections and categories. In this article What are Collections a

  • How to find headers in Google Groups

    If you're using a Google Apps Group (Apps for Work or Business) to catch and forward messages to your Help Scout mailbox, it may be necessary to troubleshoot message delivery issues from time to time.

  • 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

  • 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 opportunitie

  • Docs API

    The full Help Scout Docs API documentation can be found here: https://developer.helpscout.com/docs-api/. Please check out our developer documentation for complete information, but the Docs API covers:

  • 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 hand

  • 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

  • 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

  • Prevent duplicate replies with Traffic Cop

    Have you ever had two people respond to an email at the same time? That's a real pain, no doubt. Traffic Cop steps in if someone else updates the conversation while a User is replying. In other words,

  • 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

  • Docs and search engines

    Crawling Docs content If your Docs site is public, search engines can (and will) index your articles. If you'd prefer to keep your Docs content out of public search results, add this bit of code to

  • About the Options Menu

    The Options Menu contains a few productivity features to help you work through chat requests. Let’s take a closer look at each option. The Saved Reply and Insert a GIF options are not available yet. 

  • 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

  • Infusionsoft

    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 app for Infusionsoft bri

  • Understand drafts and revisions

    This article will help you understand how drafts and revisions work in Docs. In this article Working with drafts Preview article changes Working with revisions Workin

  • 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

  • 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

  • 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

  • Creating Docs redirects

    A redirect is a way to send both customers and search engines to a different URL from the one they originally requested. This article talks about creating 301 redirects in Help Scout Docs.  In t

  • 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

  • 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

  • Add responsive video to an article

    Video is a great way to help customers understand your product. Since the design for Docs is optimized for all device sizes out of the box (mobile, tablet, desktop), we need to make sure video embeds

  • 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

  • Browse private collections and articles

    Sometimes you just want to have some private Docs stashed away for your teammates' eyes only. This article is all about private collections and how helpful they can be.  In this article

  • 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

  • Email commands

    Email commands allow you to update Help Scout conversations via your email client. These commands can only be used when replying to an email notification or when forwarding a message manually to Help

  • Managing Help Scout notifications

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

  • Move between conversations with redirect options

    Action buttons in Help Scout contain a linked dropdown menu with various redirect options. These options allow the User to specify where they'll be redirected (in Help Scout) after updating the conver

  • 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

  • Popular Docs styling tricks

    Docs can be completely customized using CSS, but if you haven't spent much time designing websites, CSS can feel intimidating to start Here are some easy copy+paste CSS examples for some of the mos

  • 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

  • Using DMARC to help with email delivery

    DMARC is an email authentication standard that's used to help protect a domain from fraudulent email. Along with DKIM and SPF records, DMARC helps prevent spam or "spoof" emails coming from your domai

  • Create and publish a new article

    Articles are key to the structure of your Docs site. This article is all about how to create a brand new article in Docs. 1 Open up a collection. Once there, select the New

  • Change User roles and mailbox permissions

    Occasionally, you may need to change up some of your Users' roles or their permission sets to give them access to more or less settings and features. This article is all about User roles and mailbox p

  • 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

  • Manage spam and unwanted email

    Help Scout has its own built-in spam filter to save you the headache of having to sift through spammy emails in your mailbox. This article talks about how the Help Scout spam filter works.  In t

  • 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

  • Using @mentions in notes

    The @mentions features allow you to ping another User or team in a note to direct their attention to a conversation without having to assign it to them. This article is all about how @mentions work. 

  • 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

  • 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

  • Set Company Office Hours

    If you occasionally close up shop, then you'll likely want to set your company's Office Hours and take advantage of its many benefits. This article is all about Office Hours and how they can be used i

  • Using Views to filter reporting data

    Views give you a much more flexible approach to drill down on reporting data that means the most to you and your team. You can use Views to build reports based on specific conversation criteria. This

  • Move conversations to different mailboxes

    Moving conversations from one mailbox to another is helpful if a customer accidentally emailed the wrong mailbox address, or if you're just passing the conversation over to a team member who works in