Create and Manage User Accounts

Users are members of your organization or team who have access to Help Scout. This article talks about managing User accounts in Help Scout.

In this article

Create User Accounts

As an administrator, you can add new Users to your account from Manage > Users.

1

Click the New User button.

2

Fill in basic profile information and set the appropriate role. Check Send an invite email box is checked, the User will receive a welcome email to complete the registration process. Click the Next Step button. 

3

If you are on a Plus or Company plan and have created at least one Team, choose which Teams you'd like to add your new user to, if any, and click Next Step.  

Check out more on Teams here: Work With Teams

4

Choose the mailboxes the User should have access to. If they're an Administrator, they will have access to all mailboxes by default. Click the Create User button to create the account.

Delete User Accounts

User accounts can be deleted at any time. When a User account is deleted: 

  • All previous replies and notes added to conversations remain in place. 
  • Reporting is not affected in any way. 
  • Any workflows created by that User will not be affected.
  • Conversations that are assigned to the User will automatically become unassigned. 
  • Status values will not change for any conversations that the User has touched.

To delete a User: 

1
Head to Manage > Users and click on the User you'd like to delete.
2
Click on the Delete user link located at the bottom of the page.

3

Type DELETE in the pop-up field that appears and click the red checkmark to confirm. 

If the User you're deleting has assigned conversations, we recommend running a Workflow to re-assign any conversations assigned to that User to another User on your team before removing them. There's no way to do this after the User has been removed.

Change User Passwords

Administrators in Help Scout are unable to manually reset User passwords. You can send the User a password reset email from Manage > Users. Click on the desired User tile, then click the Reset password link at the bottom of the page.

Common Questions

Can I deactivate a User if they will be out for a while?
There isn't a way to deactivate a User, but if you have team member who will be away for over a month, delete the User normally and send us a message when they need to be reactivated.

My User is getting an error when trying to accept the invite or trying to reset their password. What can I do?
The invite and password links in those emails are only valid for a limited time for security purposes. If the time out period has passed, coordinate with the User to let them know you're doing this, and just head back to Manage > Users and choose that user. You'll choose  Re-send invite email for new users or Reset password for existing users. 

For password resets, you can have the User generate it themselves as well by heading to the Recover your Help Scout password page. 

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