Manage Help Scout Notifications
In this article
Enable or Disable Notifications
Each User in your account can set up notifications based on their personal preferences. Administrators on an account can also change notification preferences on a user's behalf (see step 2).
Click the Account icon in the top right corner of Help Scout, followed by the Your Profile option.
Choose Notifications from the left sidebar menu. Administrators can head to Manage > Users to choose a User to modify, then Notifications.
Check the events you'd like to get a notification for, then hit the blue Save Notifications button at the bottom of the page. You can also select options at the top of the page to customize notifications per mailbox, or apply the same settings for all mailboxes you have access to.
To disable notifications, uncheck the box and hit Save Notifications to confirm the changes.
The in-app notifications menu is a single spot where you can view all of your Help Scout notifications. From @mentions, to follow updates, to new conversation updates ... it's all there!
You'll see an orange dot appear on the bell notification icon when you have a notification waiting for you. Click that bell to show your notifications, and click on any individual notification to open the relevant conversation in a new pop-up window.
Notifications are kept for 30 days and will automatically drop off the list after that time.
Note: @mentions and updates to conversations you're following will always show in the notification station, regardless of your notification settings. Any other notifications you've checked for Email, Mobile, or Browser will also show here.
Help Scout sends you an email update when certain conversation events take place. From your personal inbox and without logging in, you can reply to a conversation, add a note, change the status, and more! Check out Email Commands for a full list.
Help Scout email notifications are unique to the User and the conversation. Only the person who received the notification can reply to it. In other words, you can't forward your own email notification to another User or a third-party. To learn more about replying to email notifications, take a look at Respond to Email Notifications.
Workflows can generate email notifications too. Take a peek at the top of the email notification — if it came from a Workflow, it will show there!
Browser notifications appear in the top right corner of your screen on Mac, and the bottom right corner of the screen on Windows. Before you enable browser notifications in Help Scout, make sure your browser settings allow websites to send you notifications. Instructions on enabling/disabling notifications can be found at the links below for some of the more popular browsers.
On Windows, Chrome browser notifications in versions 68 and higher are sent through Windows Action Center. Make sure your Windows Notification & actions settings allow Chrome to send through here in addition to the Chrome settings.
Mobile notifications are helpful for keeping tabs on conversation updates while you're on the go. The details on these bits can be found at Mobile Notifications.
Chat notifications are a little different than the rest! About Chat Notifications will show you all you need to know there.
HIPAA Compliance and Notifications
Plus Plan customers are eligible to have a HIPAA-compliant Help Scout plan. Help Scout and HIPAA has more info on the HIPAA features we offer. After we receive your signed BAA, we turn on a set of features on your Help Scout account that removes identifying information from notifications that go out for your account. If you'd prefer to disable notifications, you do so by following the directions above.