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303 articles found

  • 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

  • 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

  • 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

  • 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

  • Use a Redirect Rule at Amazon WorkMail

    This article describes how to create a redirect rule in the Amazon WorkMail Web Application to move your email into Help Scout. Note that this is different than a forwarding rule in Amazon WorkMail.

  • 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

  • Troubleshooting Inbound Email Delivery Issues

    Inbound email refers to email being sent by other parties to your Help Scout Inbox. This includes all emails being sent to the custom address you've connected to Help Scout, any aliases you're also

  • 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

  • Search in Help Scout

    Searching in Help Scout is a great way to quickly locate conversations, customers, and Docs articles. Here we'll show you how to do a basic search, get fancy with filters, and take some action — all

  • Work With Variables

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

  • 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

  • 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

  • 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

  • 4 eCommerce Best Practices for Maximizing Help Scout

    Through research and customer conversations, we see a few different ways eCommerce customers use various portions of Help Scout. Since every business is different this doesn’t get into specifics, but

  • 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 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.

  • 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

  • Connect Talkdesk and Help Scout to Manage Phone Calls

    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

  • 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

  • Manually Forward Email to Help Scout

    Every now and then, you might get an email in your inbox that needs to be a conversation in Help Scout. All you have to do is forward the email from your personal mailbox to your Help Scout Inbox,

  • Connect Magento With Help Scout to View Customer Data in Sidebar

    Magento is an open source, enterprise-level eCommerce platform with a product offering to suit businesses of all sizes. It gives online retailers everything they need to sell products to customers.

  • Help Scout and HIPAA

    Help Scout maintains ongoing compliance with the U.S. Health Insurance Portability and Accountability Act (HIPAA) and is able to process, maintain, and store protected health information for any

  • About Open Tracking

    Open Tracking is a feature that allows you to see whether your customer has viewed the message you've sent them. A couple of things to note: Open Tracking uses a tracking pixel in your outgoing

  • Gather Feedback With Chat Satisfaction Ratings

    Chat satisfaction ratings allow your customers to rate their chat sessions with just a click or two right in Beacon. No follow-up replies needed! This article will show you what this looks like for

  • Change the Contact on a Conversation

    This is probably not something you'll find yourself doing often, but from time to time you'll need to change a contact on a conversation, allowing you to direct your replies to someone other than the

  • Customize Content Suggestions in Beacon

    Display specific help content to your customers depending on the page they visit. Choose from the Docs articles connected to your Beacon, or from the external links of your choice. In this article

  • What is Self Service?

    For many, business is global now, and your customers need help round the clock. However, it's most likely your team isn’t online 24 hours a day, so there’s no way customers to get immediate help from

  • Docs Article Satisfaction Ratings

    Article satisfaction ratings allow your Docs site visitors 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

  • Connect Kissmetrics With Help Scout to Track Customer Activity

    Kissmetrics is an analytics tool for tracking activity throughout a customer's lifecycle. Integrating with Help Scout will allow you to track conversation actions along with the other metrics you're

  • Advanced Beacon Customization

    You can easily add Beacon to your website or web based app with the default embed code — all you have to do is copy and paste. That adds the widget to your page, you can adjust the basic look and

  • An Admin's Guide to Help Scout

    Congratulations on becoming a new Help Scout Administrator or Account Owner. 🎉 Your permissions are like the proverbial keys to manage the kingdom. So now what? There are a ton of powerful features

  • 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

  • Customers List

    The Customers list brings all of your customers into a searchable and sortable list to quickly view their information. Just click Customers > Contacts from the top menu to start with a list of all

  • Forward Your Shared Email in to Help Scout

    Set up email forwarding from your current email provider to your Help Scout Inbox address. In Help Scout, go to Settings (gear icon) > Inboxes > [Your Inbox] > Connect Email & Social to set your

  • Customer Referral Program

    We're so grateful for the Help Scout love that is shared across the world! Now it's our turn to return the warm fuzzies. If you're a Help Scout customer and know someone in your network who could

  • Self Service for Ecommerce

    Ecommerce is a 24 hour a day business, but there are only so many hours in that day in which you are available to answer incoming questions via email. What if you could not only cut down on the

  • Self Service for Education

    Parents and students expect immediate answers to their questions, but there are only so many hours a day that you are available to answer questions via email. What if you could not only cut down on

  • Self Service for Healthcare

    While a lot of communication needs with clients and patients require the utmost privacy due to HIPAA requirements, some basic questions can be answered without violating privacy laws. However,

  • Self Service for Logistics

    Logistics businesses have a lot of moving parts, and a lot of people to communicate with from customers to suppliers to shippers. But even though many of the emails you receive might need a

  • Connect Help Scout with Super SLA to Manage Service-level Agreements

    Super SLA is advanced SLA (service-level agreement) reporting & alerting that works seamlessly with Help Scout. Use it to create simple or complex SLA Rules, get alerts via SMS, phone, or email

  • Set Up and Manage Customer Portal

    Help Scout is built to help you deliver great customer service. With Customer Portal, your customers get a secure, authenticated web experience to view and manage their support history. Instead of

  • 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

  • Help Scout Free Plan

    Help Scout’s free plan is a great way to get started with delivering exceptional customer service at no cost. Whether you’re a small team or just starting out, the plan offers a robust set of tools

  • 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

  • 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.

  • 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

  • Gather Feedback With Email Satisfaction Ratings

    Email satisfaction ratings allow your customers to rate your email replies with just a click or two. This article is all about the Satisfaction Ratings feature for email conversations in Help Scout.

  • Use the Help Scout Mobile App

    The mobile app is available to Users, Administrators and Account Owners. Light Users are unable to use the mobile app at this time. In this article Navigating the App Work with Conversations Take

  • 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

  • About Default Folder Views in Help Scout

    Each Help Scout Inbox has 5 built-in folder views that will always show, along with a few special folder views that will appear when you need them. In this article we'll explain what you see in each