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266 articles found

• 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

• Understand Conversation Icons and Colors

  Pictures are worth a thousand words they say, and Help Scout uses icons and colors to give you a lot of information in a quick glance. Here we'll break down the icons and colors that you'll see in a

• 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

• 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

• Connect Shopify With Help Scout to View and Work With Orders in the Sidebar

  Shopify provides your business with everything needed to start selling online. You have full control over the design of your store, can accept secure payments for your business, and have access to

• 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

• Enable SSO With Okta as the Identity Provider

  Enabling single sign-on (SSO) for your domain within Help Scout allows your Users to easily and securely log in to their accounts. This article will help you get set up if your IdP is Okta. For more

• Create and Manage Contact Profiles

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

• 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

• Connect Campaign Monitor With Help Scout to See List Subscriptions in the Sidebar

  Campaign Monitor makes it easy to attract new subscribers, send them beautiful email newsletters and see stunning reports on the results. It's also a great tool for agencies to manage and white-label

• Troubleshooting Conversations in Needs Attention and Bounces

  In email-speak, a bounce happens when your recipient's server rejects your email — meaning the email you sent to your contact won't make it to that contact. NEW Give our new Bounced Email

• Connect Constant Contact With Help Scout to See List Subscriptions in the Sidebar

  Constant Contact is a tool for businesses to manage their email newsletter and customer marketing. Their suite of products not only includes email marketing, but also event registration, surveys and

• Custom Fields Templates and Scenarios

  Custom fields are powerful and useful tools to help you organize and prioritize conversations in your Inbox. Here are some examples that you're welcome to copy, change up, or simply admire. Custom

• Help Scout for Logistics

  Logistics companies rely heavily on communication to manage both customer communication and internal operations. Customers may have questions on their shipments confirmations, seek delivery updates,

• 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

• 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

• 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

• 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

• 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

• Respond to Email Notifications to Take Action in Help Scout

  Email notifications can keep you up-to-date with what's happening in Help Scout, even when you're not actively logged in to the app! This article explains how our email notifications work and what

• Create and Manage Saved Replies for Fast Answers

  A saved reply is a snippet of text that can be quickly added to the editor when replying to a customer. Using saved replies is a great way to tackle those issues that require a standard or simple

• 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

• 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

• Connect Salesforce With Help Scout

  The Salesforce integration keeps teams working in Help Scout and Salesforce connected about customer communications across systems. There are two sides to the integration: the Help Scout app (pulls

• Enable SSO with Azure AD as the Identity Provider

  Enabling single sign-on (SSO) for your domain within Help Scout allows your Users to easily and securely log in to their accounts. This article will help you get set up if your IdP is Azure AD. For

• Troubleshooting Outbound Email Delivery Issues

  Outbound email refers to the emails that you send from Help Scout — whether it's a reply to an ongoing conversation, a new conversation you've started, or even email sent via Workflow or Auto Reply.

• 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

• 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

• Get Started With Messages

  Messages is a feature that allows you to surface targeted messaging when and where you want it. Messages can help you meet goals like increasing engagement with clients and customers, putting helpful

• 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

• 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.

• 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

• Create an NPS® Message

  Messages allows you to run Net Promoter Score (NPS®) surveys with clients and customers. Add your NPS Message to any Beacon that's been implemented with identify to easily find out if your customers

• Enable SSO in Your Account

  Enabling single sign-on (SSO) for your domain within Help Scout allows Users you manage using an identity provider to easily and securely log in to their accounts. This article is all about SSO and

• Categorize Incoming Email

  Sometimes as people who work with customers, we may take one look at our inbox and instantly feel overwhelmed. Fifty new emails came in since the last time we looked and we have no idea what they

• Trello Power-Up

  The Help Scout Power-Up shows up-to-date information about conversations attached to a card. Linking relevant conversations to Trello cards is a great way to keep track of feature requests, bug

• 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

• 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

• 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

• Enable External Forwarding in Microsoft 365

  When setting up forwarding from Microsoft 365 based email to Help Scout, you may need take an additional step to complete the process. Microsoft 365 accounts default to block automatic email

• 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

• Enable SSO with a Generic Identity Provider

  Enable single sign-on (SSO) for your domain within Help Scout and allow your Users to easily and securely log in to their accounts. This article will help you get set up if we do not have a specific

• Work With Beacon Modes

  The Mode feature controls how site visitors interact with your Beacon. You can guide folks to get in touch right off the bat, or encourage self-service first, or just start with a more neutral

• Send Contact Form Submissions to an Inbox

  A Beacon can be used as a contact form to add to your site or app. If you prefer to use a third-party contact form, then it is easy to keep track of contact form submissions by directing those

• Advanced Security With IP Restrictions

  IP restrictions allow you to limit access to your Help Scout account to a predefined list of IP addresses. Advanced Security is available as a part of the Pro plan. In this article How IP

• Schedule a Reply to Send Later

  Ever want to write a reply late at night, but don't necessarily want your customer to know that's when you were replying? You can schedule a reply to send later, letting you do the work when you have

• Connect your AI Agent to Help Scout via MCP

  Help Scout MCP gives AI assistants secure, official access to Help Scout data. You can connect Claude, ChatGPT, Cursor, and your own internal AI tools directly to Help Scout to pull up conversations,

• 4 Logistics Best Practices For Maximizing Help Scout

  While chatting with different customers, we see a few ways folks in the logistics space use various portions of Help Scout. With every business being a bit different this doesn’t get into specifics,

• Enable SSO with OneLogin as the Identity Provider

  Single sign-on (SSO) for your domain within Help Scout allows your Users to easily and securely log in to their accounts. This article will help you get set up if your IdP is OneLogin. For more

• Reports: Email

  Our Email report measures efficiency working with email conversations. You'll be able to keep track of how your team is performing in terms of time spent addressing and responding to conversations.