Manage Your User Profile

The User Profile is where you’ll enter the personal details that make your Help Scout account uniquely yours. This article will walk you through all of the options available on your Help Scout User profile. 

In this article

Profile Overview

To get to your own User profile, click your avatar or initials in the top right corner and choose Your Profile

Each Help Scout User can maintain their own User Profile to reflect their own preferences. Account Owners and Administrators can change settings on for Users' profiles by going to Manage > Users

Variables for email signatures or Saved Replies use the information from your User profile.


This is the name that will be shown throughout Help Scout and in Beacon chat and previous messages. 


This is your primary email address for Help Scout, and the email address you use to log in to Help Scout.

Alternate Emails

Enter any other email addresses that you want Help Scout to treat as emails from you here. You can manually forward emails from those addresses, but you cannot use those to log in to Help Scout. Here's a quick primer on manual forwarding: Manually Forward Email to Help Scout


Click the link to change your password. 

Job Title and Phone Number

Used in variables for signatures and Saved Replies. 

Maximum Chats

The number of chats this User will be able to accept before being considered Unavailable for new chats in Beacon. For more on this feature, head over to User Availability and Maximum Chats.

Timezone and Time Format

The Timezone dropdown dictates the time stamp on your conversations and inside your folders. The Time Format controls how the time is displayed in Help Scout for you. 

Keyboard shortcuts

Keyboard Shortcuts provide a quick and easy way to move around Help Scout. If you'd like to disable the shortcuts, you can do so by toggling off the Keyboard Shortcuts option.


You can upload a photo of yourself to serve as your Help Scout avatar. You'll see your profile photo next to replies and notes that you add in Help Scout. This photo may also appear in Beacon to your customers. (More details on what shows in Beacon: What Information Your Visitors Can See.) 

If you want your customers to see your smiling faces in your email replies, you can add your profile photo to the mailbox email signature (more about that in Create and Manage Mailbox Signatures: Use Variables to Personalize Your Signature).

To upload a photo, press the Choose File or Browse... button and select an image from your computer. Press Save Profile to view the photo preview and save your changes simultaneously.

Additional Settings

These options are found in the left navigation menu from Your Profile.


Under the Authentication page, you'll find 4 tabs: 

  • Security: Enable or disable Two-factor Authentication for your Help Scout account. Learn more here: Set Up Two-factor Authentication
  • Docs API Keys: Create and manage API keys for any dynamic integrations that need to retrieve information from your Help Scout Docs site. Access to the Docs API is available on the Standard, Plus, and Pro plans.
  • Authorized Apps: If you have used your credentials to authorize any apps to connect to Help Scout, you will see those here. 
  • Active Sessions: Lists active sessions for your account. You can revoke access to sessions you do not recognize. Learn more here: Session Management


Set up and manage email, browser, and mobile notifications. Learn more about notifications in this article:  Manage Help Scout Notifications

Auto Bcc

Auto Bcc allows you to send replies you make in Help Scout to a specific external address. Auto Bcc also applies to conversations you reply to from email notifications. When replying to an email notification, you can use the @nobcc command to prevent your reply from being sent out to the specified Bcc address.

If you'd like to add an Auto Bcc address for your mailbox for all senders, any Admin can do so from Mailbox Settings

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