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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

• 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

• 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

• Use @mentions in Notes

  The @mentions feature allows you to ping another User or Team in a note on a conversation and send them a notification without having to assign it to them. This article is all about how @mentions

• 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

• 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

• 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.

• 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

• Manage Voice Messages

  Help Scout's Voicemail app works automatically — no installation required. This article is about the voicemail integration, and how to manage voice messages in Help Scout. In this article How the

• 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

• 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: 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: 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

• 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

• Create a Conversation With Pre-filled Data

  You can pre-fill the customer email address, Cc/Bcc lines and the subject line on the New Conversation page by adding a few things to the URL. Here's an example:

• 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

• 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

• 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

• 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

• 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

• 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 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

• 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

• Use HTML in the Docs Editor

  Our new Docs editor allows your team to make beautiful Docs articles without needing to work with HTML. We know that some of you are really comfortable with HTML and want to take on creating some

• 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

• What Is A Shared Inbox?

  When you first start your business, a Gmail or Outlook inbox is enough to manage communication with your customers. You do not have that many of them as you are just getting started, and generally it

• Create and Manage Inbox Views

  Inbox Views allow you to sort and display conversations according to the criteria that you set into quick links on the left sidebar that work like custom folders. Use these Views to organize and

• 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

• 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

• Manage Your User Profile

  Add the personal details that make your Help Scout account uniquely yours in your user profile. This article will walk you through how to edit your profile and all of the options available. In this

• 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.

• Export Reporting Data

  Need raw data for more analysis? You can export your reporting data on demand. Export options are available for the All Channels, Email, Company/User, and Happiness reports. In this article Generate

• 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

• 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

• 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

• Messages Actions, Events, Audience, and Schedule

  Messages Actions are the call to action you want to display to your visitor. Events define when to show the Message to your visitor. The Audience lets you control who sees the Message. Schedule

• 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

• 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

• 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

• Messages Pricing

  Messages — the proactive messaging feature in Beacon — is included in all current plans for up to 2,000 unique viewers a month for no additional charge. There is tier based pricing that applies for

• 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.

• Help Scout's Inbox API, Docs API, Beacon JavaScript, Apps, and Open Source Tools

  Help Scout offers many integrations right out of the box, but there are lots of other apps out there in the world that you might want to connect — maybe even some your team has built for yourselves.

• 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.

• 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

• 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

• 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

• 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

• 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

• Review Scout Conversations

  Scout reports show how many conversations Scout handles, how often it resolves them, and how customers rate their experience. Start with an overview of every channel Scout works in, then open a