Help Scout Email Commands

Email commands allow you to update Help Scout conversations using emails in to Help Scout. These commands can only be used when replying to an email notification or when manually forwarding an email to Help Scout.

A few notes before we get started

  • When replying to an email notification, any text entered and sent will be visible to the customer. Use the @note command to add a note, which is visible to your team members only. It's not possible to reply to the customer and add a note at the same time.
  • When using @note with other commands, the content of the note must be entered immediately after @note, with no other commands in between. Example:
  • The only email address that should be included when you reply to a notification or manually forward an email is the Help Scout address; do not include any CC or BCC addresses on these emails. 

Replying to email notifications

Command Values
<text> text with no command is sent as a reply to the customer
@note notes are visible only to other Help Scout Users
@assign first/full name of another user, email address of another user
@me no value required, assigns to yourself
@status active, pending, closed, spam
@active, @pending, @closed, @spam no value required, sets the status accordingly
@tag add one or more tags, each separated by a comma
@cc any valid email address, separate multiple with commas (note: should not be used alongside @note)
@bcc any valid email address, separate multiple with commas
@subject whatever you want the new subject to be
@nocc Help Scout is "Reply All" by default, but you can use this command to remove any Cc'd parties on the reply.
@nobcc If auto bcc is enabled in your user profile, use this command to prevent it from applying to a specific message.

Forwarding an email to Help Scout

These commands work only when manually forwarding a message from your personal inbox to your Help Scout mailbox.

Command Values
<text> text with no command is added as a note
@assign first/full name of another user, email address of another user
@me, @anyone no value required, assigns to yourself or anyone
@status active, pending, closed, spam
@active, @pending, @closed, @spam no value required, sets the status accordingly
@subject whatever you want the new subject to be
@tag add one or more tags, each separated by a comma
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