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206 articles found

  • Supported Browsers and System Requirements

    Help Scout is a web based application that does not require any download or install for use on a computer with a supported web browser. Apps are available to download for use on iOS and Android mobile

  • Edit and manage customer profiles

      Profiles in Help Scout are built automatically when a customer emails your support address for the first time. We'll also create a profile when you compose a new conversation on b

  • Support History Security Options

    The Support History feature allows a customer to see all of their previous conversations in Beacon. This includes Beacon contact form messages, chat transcripts, as well as direct email history.

  • Custom SMTP settings

    For Connection issues with Exchange 2013 or 2016 Since upgrading to PHP 5.6, Help Scout no longer allows self signed certificates. When Exchange is first installed, a self-signed called "Microsof

  • Set up a custom domain using a CNAME

    When you create a new Docs site, you'll be asked to fill in a subdomain, which is used to access your public-facing knowledge base. You can share this subdomain with your customers, or you can set up

  • Docs SSL

    HTTPS is a modern encryption protocol that creates a secure connection between your browser and the sites you visit. Our goal is to provide HTTPS (SSL) connections by default for all Docs sites. 

  • Work with Custom Fields

    Custom Fields can be used to categorize, prioritize or further diagnose conversations based on the support needs for your product or service. Fields can be required so that reporting data is always ac

  • Chatting with Customers

    Before You Begin Administrators: Double check that the Chat toggle is turned on for your Beacon. Make sure you’re available to chat by setting your User availability to Available. 

  • Customer Sidebar Updates

    What's changed?  Visual Redesign We have dozens of third party integrations that display data in the customer sidebar. Over time, the styles we've used have become a little stale. We set out to

  • Merge duplicate customer profiles

    This article will help you understand why it's helpful to merge customer profiles, and how to complete the merge.  In this article Why merge profiles? How to merge a profile

  • Changing the customer on a conversation

    It doesn't happen often, but you might need to change customers on a conversation, allowing you to direct your replies to someone other than the original sender. This article is all about how to chang

  • Help Scout's Email Template

    Help Scout is entirely email-based and invisible to the customer. As such, all replies sent to customers via Help Scout are wrapped neatly in a simple email template.  In this article 

  • Custom Fields templates and scenarios

    Custom Fields is a powerful and useful tool to help you organize and prioritize conversations in your mailbox. Here are some examples that you're welcome to copy, change up, or simply admire. Conver

  • Customize Your Mailbox Settings

    Get in gear by exploring what's under the gear icon in your mailbox. Each Help Scout mailbox has its own distinct settings, which you can customize to your needs. In this article, we'll explore in par

  • Merge conversations from the same customer

    Occasionally, you may have the same customer send you two or three different emails. Our merge feature lets you consolidate those messages into one conversation so you can easily reply to all their qu

  • Phone Support Integration (powered by Talkdesk)

    Talkdesk brings all the benefits of an enterprise-level call center to your business. It's entirely web-based and works beautifully alongside Help Scout. With Talkdesk, members of your team can take a

  • Customize Basic and Advanced Settings

    From the Customize tab, you can change some basic Beacon settings, or update a few advanced settings to get the look and feel of your Beacon just right. Let’s take a closer look at these settings. 

  • Report on Custom Fields

    Reporting on custom fields gives you the chance to view all of the data related to your custom fields and get a good grip on how often they're being used, which ones are being used the most, and much

  • Working with variables

    Help Scout variables are placeholders for generated customer, User, mailbox, and conversation data. Variables are defined using specific text between curly brackets and % signs. Each type of variable

  • Searching in Help Scout

    Searching in Help Scout is a great way to quickly locate conversations, customers, and other data within your account. This article talks about using the search feature. In this article

  • Custom Javascript in Docs

    Sometimes you may want to use JavaScript to customize your docs site. While we don't generally recommend this (and can't promise you won't break the page by doing so), if you're set on modifying the p

  • Custom Sidebar Apps

    If you want to pull your own custom information into the sidebar in Help Scout, check out our full developer documentation here:  Please see the document

  • Mail forwarding and delivery issues

    In this article Inbound Email Issues Outbound Email Issues Inbound Email Issues Inbound email refers to the emails being sent to your Mailbox address that is then forwarded t

  • Sort and organize Docs content

    This article is all about sorting collections, categories, and articles on your Docs site.  In this article Sorting Collections Sorting Categories Sorting Articles So

  • Send messages using Google oAuth

    When you create a mailbox, you have the option to either use our servers (by default) or specify custom outgoing settings. This article talks about using custom outgoing settings with Gmail using Goog

  • Manage Message Settings

    Beacon comes with a handful of settings that let you control how your customers get in touch. You might want to use a Beacon with Docs only, just a contact form, or with chat and a contact form. In an

  • SMS Integration (powered by Teckst)

    Teckst brings phone support to the modern era, facilitating easy customer communication via text message. Reach a customer directly on their mobile device for super personalized support. The Help Scou

  • Beacon Feature List

    We'll update this article when new features are added, or when notable changes are made to Beacon. Here's everything Beacon offers, soup to nuts. In this article Beacon - available now

  • Get Started: Beacon with Live Chat

    Learn more about the new Beacon and live chat. In This Article What's New In Beacon  Notable Changes Beacon Feature List Switching to the New Beacon Common Questions

  • Reports: Phone

    The Phone report is a very simple and straightforward measure of the volume of phone calls logged in Help Scout. Check out Reporting Definitions and Scenarios for the scoop on how these metrics are ca

  • Content Suggestions by URL

    Content Suggestions by URL allow you to suggest relevant articles through Beacon depending on the page the customer is viewing.  Adding a Custom URL To add a new URL, click the Everywhere panel,

  • Translate Words and Phrases in Beacon

    Visit the Translate tab to customize all of Beacon’s placeholder text. At the moment, only one translation is supported. It’s not possible to translate a single Beacon so that multiple languages are s

  • Learn about Help Scout Docs

    Docs is our knowledge base add-on that allows you to empower your customers to find answers to their frequently asked questions, or simply to find more information about your company. This article is

  • Getting Started with Help Scout: Video Tour

    Take a look around... Get a guided tour of Help Scout and all it’s features in one of our video tours!  Introduction to Help Scout: Help Desk The introduction to Help Scout video

  • Beacon 2.0 Jumpstart Guide

    Welcome to Beacon 2.0!  While there are similarities with the 1.0 version of Beacon in terms of functionality, the all new Beacon 2.0 is way easier to work with and gives you many more options to make

  • Legacy Plan Changes

    Our team works hard to make sure that Help Scout gets better every day. Over time, that means new features, improvements, and sometimes even new products. As Help Scout evolves, our plans and pricing

  • Highlight code and syntax with Prettify

    Docs does not include any server-side support for syntax highlighting, but it's easy to include on a per-site basis. We recommend using a JavaScript module called Prettify. 1

  • How mailboxes work in Help Scout

    A mailbox in Help Scout is like any other inbox: it holds email. Your support team will work together out of a mailbox to answer all of your incoming support requests. Keep reading for a primer on mai

  • Respond to email notifications

    Email notifications can be set up to help you stay in the loop whenever a conversation is updated. This article talks about enabling email notifications, and responding to them using special email-onl

  • Forward email aliases to one mailbox

    A mailbox alias is any email address that automatically forwards messages to your main mailbox address. If you've got a bunch of addresses that auto-forward, it would be a superb idea to add them to t

  • Mixpanel

    Mixpanel is an advanced analytics platform that enables web and mobile applications to measure any action, connect each action to a real person and leverage the data to provide customers with a better

  • Send contact form submissions to a mailbox

    It's easy to keep track of contact form submissions by directing those entries right to your Help Scout mailbox. This article talks about sending contact form submissions to Help Scout. In this

  • Learn the Ropes of Help Scout

    Just poking around? We want to make sure you test for success. Here’s an easy guide to make sure to see and try all the right things at exactly the right times.  1. Test with a friend It

  • Gather feedback with Satisfaction Ratings

    Customer satisfaction ratings allow your customers to rate your replies with just a click or two. This article is all about the Satisfaction Ratings feature in Help Scout. In this article 

  • Docs Article Ratings

    Article Ratings allow your Docs site visitors to let you know how helpful your knowledge base content is with a single click. You can use this information to fine tune your Docs articles and maximize

  • 3 steps to organizing and optimizing your Help Scout account

    Now that you have your email flowing freely into your Help Scout Mailbox, the next three steps will keep everything running smoothly, both in the queue and behind the scenes. By the end of these three

  • Reports: Chat

    The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. If you don't see the chat report, it means you aren't using Beacon. Set up a B

  • Reports: Happiness

    Built around customer satisfaction ratings, the Happiness report is a simple but powerful tool used to measure customer experience. Ratings are calculated both for the help desk as a whole, and the in

  • Onboarding Your Team

    Once you’ve got your setup in Help Scout ready to go, it’s time to invite more users. Training new users is a snap! You can share these short videos to get your team up to speed on the basics

  • Manually forward email to Help Scout

    Every now and then, you might get an email in your inbox that needs to be created as a conversation in Help Scout. Luckily, all you have to do is forward the email to your Help Scout mailbox, and we'l