Onboard Your Team

Want to watch a 20 minute video overview to get up and running? We've got you covered! Or if you'd rather, read on below and we will step you through some of the basics you'll want to cover with new users.

Curious how our support team at Help Scout works together in our own inbox? We take you through that over on our blog.

Learn the Basics of Conversations

Let's start with the basics of conversations — the articles below cover how conversations work in Help Scout.

• Reply and Add Notes to Conversations
• Create a New Conversation
• Edit Threads and Notes
• Understand Conversation Icons and Colors
• Keyboard Navigation

For other articles that diver deeper into the details, see the Docs category Working with Conversations.

How Help Scout is Organized

Learn how Help Scout organizes conversations, and how to search.

• About Default Folder Views in Help Scout
• Manage Spam and Unwanted Email
• Search in Help Scout
• Manage Your User Profile

Keep Track of Customers

Find out how to find and use Help Scout customer profiles.

• Customer Profiles
• Merge Duplicate Customer Profiles
• Change the Customer on a Conversation
• Merge Multiple Conversations From One Customer
• Merge Duplicate Customer Profiles
• About Deleting Customer Profiles

Collaborate with a Teammate

Help Scout is built to help support teams collaborate. Here are some of the features that you'll want your team using to keep you all together.

• Use @mentions in Notes
• Assign Conversations
• Move Conversations to Different Inboxes
• Prevent Duplicate Replies With Collision Detection
• Forward Conversations Outside of Help Scout