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• Customize Basic and Advanced Beacon Settings

  Head to Tools > Beacons > [Choose Your Beacon] > Customize where you can change some basic Beacon settings like the language and button, or update a few advanced settings to get the look and feel of

• Create and Manage Service Level Agreements (SLAs)

  NEW Service Level Agreements (SLAs) help your team stay accountable for the response and resolution standards your customers expect. Define time targets for different types of conversations or

• Import Emails or Tickets Into Help Scout

  Moving to Help Scout is easier than ever — we've partnered with Import2 to offer an easy way to import emails or tickets from a number of providers, allowing you to have quick and easy access to your

• Connect ChannelReply With Help Scout for eBay, Amazon, Shopify, and Walmart Support

  ChannelReply is a messaging platform that helps you support all of your e-commerce customers right from Help Scout. ChannelReply delivers your eBay, Walmart, Shopify, and Amazon buyer messages into

• Connect WhatsApp to Help Scout to Send and Receive Messages

  Connect WhatsApp to Help Scout so your customers can message you on WhatsApp and your team can reply right from the inbox — no app-switching needed. In this article How WhatsApp works in Help Scout

• 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 Beacon Examples

  Add Beacon to your mobile app to make it quick and easy for your customers to reach you without leaving your app. Just point your app development team over to the Beacon for Mobile developer

• Write Docs That Work Well With Scout

  Scout works best when your Docs are clear, consistent, and easy to follow. If Scout misses details or uses the wrong context, you can update your articles and refine results over time. This guide

• How Article Popularity is Calculated

  Ever wonder how some articles tend to be listed as more popular than others on your Docs site? This article covers everything you've wondered about popularity rankings, and how those are determined.

• Beacon + Docs

  A knowledge base is a collection of helpful articles, guides, and FAQs designed to give customers the answers they need—without having to reach out to support. It acts as a self-service hub where

• Manage Scout Roles

  Roles tell Scout how to talk to your customers. A role describes your brand’s voice and tone, gives Scout instructions on what to do and what not to do when it replies, and tailors replies to the

• Collaborate with Your Team in the Inbox

  For support teams, responding to customers who write into your support queue is often a collaborative task. Navigating a shared support mailbox means paying attention to what you’re doing, while also

• Create and Manage Teams

  The Teams feature allows you to define groups of Help Scout Users that work together on conversations, allowing large teams to collaborate within smaller groups. Teams folders give quick views of

• Control Access to a Docs Site With Restricted Docs

  There are many reasons you might want to have a Docs site that isn't open to the public, but is viewable by the people you choose to let in. The new restricted Docs feature introduces the option to

• Reports: Phone

  The Phone report is a very simple and straightforward measure of the volume of phone calls logged in Help Scout. Standard plans can report on the last 2 years of data. Plus and Pro plans can report

• Messages: Examples for Educational Organizations

  Use Messages to proactively communicate with current and prospective students, alumni, and general website visitors. The flexibility of Messages can help you increase engagement with your students,

• Connect Heymarket With Help Scout to Manage SMS Messages

  Heymarket is a business text messaging platform created for your customer support team. Out of the box, your team will get a shared inbox and phone number for sending and receiving SMS messages.

• Reports: All Channels

  The All Channels report is all about volume, but it also helps you get a handle on just how busy the help desk is. More importantly, you're able to really dive in to see what type of issues keep

• Set Up Two-Factor Authentication

  Two-factor authentication (2FA) adds a second layer of log in security to your Help Scout account. Each User can set up 2FA individually from their profile page. Account Owners and Administrators can

• 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, divided

• Column Management

  Column management allows you to choose which columns to display in list views. You can add and remove columns, reorder them, and decide whether to show tags or customer photos. Make the list view

• Outgoing Email Settings

  After configuring your Help Scout inbox to use a custom email address, the Account Owner and Administrators with permission to the inbox can also adjust the Outgoing Email settings. Whether you

• AI Drafts Pricing and Billing

  AI Drafts is our feature that allows you leverage the power of AI to generate draft emails to your contacts. Note that this article applies to legacy user-based billing plans only. AI Drafts is

• Learn about Help Scout Docs

  Docs is our knowledge base or help center product that allows you to empower your customers to find answers to their frequently asked questions, or simply to find more information about your company.

• Connect Twilio to Help Scout to Send and Receive Text Messages

  Connect SMS to Help Scout so your customers can text your business number and your team can reply right from the inbox — no separate texting app needed. In this article How SMS Works in Help Scout

• Connect Mixpanel With Help Scout for Advanced Analytics

  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

• When to Set up a New Inbox

  Help Scout makes it easy for your team to manage all your shared email addresses (e.g., support@domain.com, marketing@domain.com, billing@domain.com, etc.) from a single dashboard. Instead of hopping

• Work With Custom Fields

  Custom fields help you to categorize, prioritize, or further diagnose conversations based on the support needs for your product or service. Set fields to required so that reporting data is always

• Measuring Success with the Company and User Report

  When you’re leading a customer support team, you're not just handling emails—you're steering the ship. Your team is the face of the company, interacting directly with customers and solving problems

• Guide to Switching Help Desks

  One does not simply wake up in the middle of the night and decide to switch help desks. It’s a process, and one that takes careful deliberation at that. Preparing to switch help desks happens well

• About Light Users

  A Light User is a Help Scout role with limited access. Light Users can view information and collaborate with your team, but they can’t reply to customers or manage conversations. This article

• Manage Your Contact-based Plan

  Help Scout offers several different plans with different features and limits, allowing you to choose the plan that works best for your team's needs. Each plan has a number of contacts helped included

• Automate Your Inbox

  Many of us are being asked to do more with less, no matter what type of business we work in. Like those of you who work in e-commerce, customers might be buying from you in greater volumes than ever.

• Billing and Plans Guide

  Help Scout offers several different plans with different features and limits, as well as add-ons that are available to specific plans, allowing you to choose the plan and extras that meet your needs.

• Reports: Chat

  The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. Note: The Chat report only appears in the menu if you've created a

• About Deleting Customer Profiles

  There are no limits to the number of customers you can have in Help Scout, but you may need to delete a customer profile from time to time, possibly due to a GDPR request to be forgotten or other

• Reports: Docs

  If you're using Docs, your customers are likely reading through your help articles before getting in touch. The Docs report helps you understand what your customers are searching for, what they're

• User Availability and Maximum Chats

  Beacon chat was designed with the customer experience in mind. Live chat is only presented as an option to your customers when a User is available to accept that chat. In addition to User

• Connect HubSpot With Help Scout to Manage Customer Data

  HubSpot is the marketing hub for your business, giving you the ability to manage customers, send emails, create content and track opportunities. Connecting HubSpot with Help Scout keeps your

• Create a New Conversation

  In addition to replying to emails, you can start new email and SMS conversations from Help Scout or log phone calls as phone notes. This article explains how to start each type of conversation. Head

• Reports: Company and User

  We're particularly fond of the Company and User reports for one big reason: total accountability. At a glance, the Company report shows you how many customers you're helping, as well as how many

• Style Your Message

  Messages, the proactive messaging feature built into Beacon, offers a number of formatting and style options so you can get creative and really catch some eyes! Add a video or image, format the text

• Connect Slack With Help Scout to Get Notifications in Slack

  Slack brings all your team communications into a central hub. In addition to group chat and instant messaging, Slack integrates with many of the services you use every day and posts automatic updates

• Messages Performance Reports

  You've set up a Message — or a bunch of Messages — and you'd like to know how effective they are. We offer some basic performance information that allows you to get a quick view of what's happening

• Understanding Reports in Help Scout

  Now that you're well on your way to providing your customers with an excellent support experience, it's time to grab a cup of coffee and take a peek at our handy Reports feature. Help Scout provides

• Search Filters With Operators

  You can search for conversations, customers, and other data using a full text search. For the basics, start with Search in Help Scout. In this article list the different filters you can use, with

• Use Conversation Lock to Prevent Re-opening Old Conversations

  Have you ever had a customer reply to an ancient conversation? Conversation lock prevents new updates to old conversations. This keeps old conversations from surfacing to the top of the queue again.

• Advanced Privacy Controls

  Advanced Privacy Controls give you more control over how sensitive customer data is handled in Help Scout. The feature automatically masks personally identifiable information (PII) in conversations

• AI Resolutions Pricing

  Envoy's Scout helps your customers get accurate answers fast by combining all your knowledge sources into one AI-powered experience. It’s available in all Help Scout plans. Customers who are new to

• Reports: SLAs

  The SLA (Service Level Agreement) report gives you visibility into how well your team is meeting its targets. Use it to track compliance over time, spot which policies have the most breaches, and