What's New With Column Management

Column management brings enhancements to the list views in Help Scout, allowing you to choose which columns to display — including new options — reorder them, and decide whether to show tags or customer photos. Make the list view what you need it to be to do your best work!

Edit Column Settings

Click the Edit columns button in the top right corner of your list view to open the menu.

Toggle Show Customer Photo to show or hide customer photos in the list view for any customer that has matched to a Gravatar user. See Customer Profiles for more information on those images.

Toggle Show Tags to display or not display tags in the list view.

Choose Columns and Order

Click Add Column and select a column you wish to add. Hold your mouse over any column that is showing and click the X icon to remove it.

Click on any column name and drag it to reorder the columns.

Copy Columns to Another View

Each view has its own individual column settings. You can use Copy Columns to... to copy the settings from the view you're in to any other view(s) in your Inbox, including Team folders and custom Inbox Views.

Columns

• Thread Count — The number of replies, both from the customer and Help Scout users, displayed only when there is more than one reply.
• Conversation Number — The assigned number of that conversation.
• Waiting — How long the conversation has been waiting for a reply from a Help Scout user.
• Company — The name of the company associated with the customer profile, if one exists.
• Email — The email address of the customer used in the conversation.
• Job Title — The job title of the customer from their profile, if one exists.
• Last Updated — The date and time that the conversation was last updated by anyone.
• Next Event — The next time something is scheduled to happen to the conversation (this will only show on snoozed conversations).
• Customer Properties — Fields from the customer profile that your team defines, used to display customer-specific details in the conversation list. See Customer Properties for more information.
• Custom Fields — Fields your team sets on conversations to track details like issue type or priority, used to organize work and support reporting. See Work with Custom Fields for more information.

Last Updated

We heard your requests! Add the new column Last Updated to be able to sort your Inbox using that rather than the default of Waiting. Note: You can display both the waiting and last updated columns displayed, but can only sort by one of them.