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253 articles found
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Connect SupportAgent with Help Scout for AI-Generated Replies
SupportAgent.ai is an AI-powered drafting tool for Help Scout conversations. Powered by GPT-4, one of OpenAI's most advanced AI models, SupportAgent can quickly and accurately draft a reply to
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Messages: Examples for Customer Support Teams
Messages allow the Support team to proactively communicate with your customers, give them a heads-up before you perform site maintenance, and offer troubleshooting guides in areas of your product
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iOS App for Help Scout
Help Scout's iPhone app puts powerful help desk software in your pocket so you can easily support customers while on the go. Keep your finger on the pulse of what's going on with your customers and
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Import Emails or Tickets Into Help Scout
NEW Moving to Help Scout is now even easier than ever — we've partnered with Import2 to offer an easy way to import emails or tickets from a number of providers, allowing you to have quick and easy
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Reports: Phone
The Phone report is a very simple and straightforward measure of the volume of phone calls logged in Help Scout. Standard plans can report on the last 2 years of data. Plus and Pro plans can report
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Beacon Support History Security Options
Customers can see their support history in Beacon. The history will show under Previous Conversations on the Ask tab of your Beacon when available. What shows in the history will depend on the
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Connect ChannelReply With Help Scout for eBay, Amazon, Shopify, and Walmart Support
ChannelReply is a messaging platform that helps you support all of your e-commerce customers right from Help Scout. ChannelReply delivers your eBay, Walmart, Shopify, and Amazon buyer messages into
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Connect Heymarket With Help Scout to Manage SMS Messages
Heymarket is a business text messaging platform created for your customer support team. Out of the box, your team will get a shared inbox and phone number for sending and receiving SMS messages.
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Connect Talkdesk and Help Scout to Manage Phone Calls
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
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Reports: All Channels
The All Channels 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
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Create a New Conversation
In addition to replying to emails, you can also start new emails out from Help Scout, or log phone calls to keep track of those conversations. This article is all about how to start new
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Reports: Company and User
We're particularly fond of the Company and User reports for one big reason: total accountability. At a glance, the Company report shows you how many customers you're helping, as well as how many
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Set Up Two-Factor Authentication
Two-factor authentication (2FA) adds a second layer of log in security to your Help Scout account. Each User can set up 2FA individually from their profile page. Additionally, account Administrators
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About Deleting Customer Profiles
There are no limits to the number of customers you can have in Help Scout, but you may need to delete a customer profile from time to time, possibly due to a GDPR request to be forgotten or other
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Create a Conversation With Pre-filled Data
You can pre-fill the customer email address, Cc/Bcc lines and the subject line on the New Conversation page by adding a few things to the URL. Here's an example:
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Work With Custom Fields
Custom fields help you to categorize, prioritize, or further diagnose conversations based on the support needs for your product or service. Set fields to required so that reporting data is always
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Understanding Reports in Help Scout
Now that you're well on your way to providing your customers with an excellent support experience, it's time to grab a cup of coffee and take a peek at our handy Reports feature. Help Scout provides
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Search Filters With Operators
You can search for conversations, customers, and other data using a full text search. For the basics, start with Search in Help Scout. In this article list the different filters you can use, with
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Work With Variables
Help Scout variables are placeholders for generated customer, User, Inbox, and conversation data. Variables are defined using specific text between curly brackets and % signs. Each type of variable
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Guide to Switching Help Desks
One does not simply wake up in the middle of the night and decide to switch help desks. It’s a process, and one that takes careful deliberation at that. Preparing to switch help desks happens well
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Connect Help Scout with Super SLA to Manage Service-level Agreements
Super SLA is advanced SLA (service-level agreement) reporting & alerting that works seamlessly with Help Scout. Use it to create simple or complex SLA Rules, get alerts via SMS, phone, or email
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Keep Track of Aging Conversations
Keeping track of aging conversations helps your team live up to your customer support goals, and helps your customers feel like they can trust you to get things done. While we don’t have an official
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Supported Browsers and System Requirements
Help Scout is a web based application that does not require any download or install for use on a computer with a supported web browser. Apps are available to download for use on iOS and Android
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Reports: Happiness
Built around customer satisfaction ratings, the Happiness report is a simple but powerful tool used to measure customer experience. Ratings are calculated both for the help desk as a whole, divided
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Manage Voice Messages
Help Scout's Voicemail app works automatically — no installation required. This article is about the voicemail integration, and how to manage voice messages in Help Scout. In this article How the
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Connect Mixpanel With Help Scout for Advanced Analytics
Mixpanel is an advanced analytics platform that enables web and mobile applications to measure any action, connect each action to a real person and leverage the data to provide customers with a
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Mobile Beacon Examples
Add Beacon to your mobile app to make it quick and easy for your customers to reach you without leaving your app. Just point your app development team over to the Beacon for Mobile developer
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Manage Your User Profile
Add the personal details that make your Help Scout account uniquely yours in your user profile. This article will walk you through how to edit your profile and all of the options available. In this
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Export Reporting Data
Need raw data for more analysis? You can export your reporting data on demand. Export options are available for the All Channels, Email, Company/User, and Happiness reports. In this article Generate
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Messages Performance Reports
You've set up a Message — or a bunch of Messages — and you'd like to know how effective they are. We offer some basic performance information that allows you to get a quick view of what's happening
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Change the Customer on a Conversation
This is probably not something you'll find yourself doing often, but from time to time you'll need to change a customer on a conversation, allowing you to direct your replies to someone other than
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Learn about Help Scout Docs
Docs is our knowledge base or help center product that allows you to empower your customers to find answers to their frequently asked questions, or simply to find more information about your company.
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Connect HubSpot With Help Scout to Manage Customer Data
HubSpot is the marketing hub for your business, giving you the ability to manage customers, send emails, create content and track opportunities. Connecting HubSpot with Help Scout keeps your
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Connect Shopify With Help Scout to View, Cancel and Refund Orders in the Sidebar
Shopify provides your business with everything needed to start selling online. You have full control over the design of your store, can accept secure payments for your business, and have access to
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Billing and Plans Guide
Help Scout offers several different plans with different features and limits, as well as add-ons that are available to specific plans, allowing you to choose the plan and extras that meet your needs.
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3 Steps to Organizing and Optimizing Your Help Scout Account
Now that you have your email flowing freely into your Help Scout Inbox, the next three steps will keep everything running smoothly, both in the queue and behind the scenes. By the end of these three
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When to Set up a New Inbox
Help Scout makes it easy for your team to manage all your shared email addresses (e.g., support@domain.com, marketing@domain.com, billing@domain.com, etc.) from a single dashboard. Instead of hopping
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An Admin's Guide to Help Scout
Congratulations on becoming a new Help Scout Administrator or Account Owner. 🎉 Your permissions are like the proverbial keys to manage the kingdom. So now what? There are a ton of powerful features
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Reports: Chat
The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. Note: The Chat report only appears in the menu if you've created a
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Use Conversation Lock to Prevent Re-opening Old Conversations
Have you ever had a customer reply to an ancient conversation? Conversation lock prevents new updates to old conversations. This keeps old conversations from surfacing to the top of the queue again.
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Gather Feedback With Chat Satisfaction Ratings
Chat satisfaction ratings allow your customers to rate their chat sessions with just a click or two right in Beacon. No follow-up replies needed! This article will show you what this looks like for
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Advanced Beacon Customization
You can easily add Beacon to your website or web based app with the default embed code — all you have to do is copy and paste. That adds the widget to your page, you can adjust the basic look and
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Onboard Your Team
Once you’ve got your setup in Help Scout ready to go, it’s time to invite more users. Check out Create and Manage User Accounts for help on how to do that, Training new users is a snap! This article
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Customer Profiles
Profiles in Help Scout are built automatically when a customer emails your support address for the first time. We'll also create a profile when you compose a new conversation on behalf of the
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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
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Messages: Examples for Sales & Customer Success
Want to optimize your sales funnel, or offer a more seamless onboarding process for your customers? Use Messages to book sales calls, guide new customers through account setup, increase product
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Messages Pricing
Messages — the proactive messaging feature in Beacon — is included in all current plans for up to 2,000 unique viewers a month for no additional charge. There is tier based pricing that applies for
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About Default Folder Views in Help Scout
Each Help Scout Inbox has 5 built-in folder views that will always show, along with a few special folder views that will appear when you need them. In this article we'll explain what you see in each
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Customer Properties
Customer properties allow you to collect and display the information about your customers that matters to your team. You define the properties you want to keep track of, manually or programmatically
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Docs Article Satisfaction Ratings
Article satisfaction ratings allow your Docs site visitors let you know how helpful your knowledge base content is with a single click. You can use this information to fine tune your Docs articles