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245 articles found

• 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

• 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

• 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

• 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.

• Beacon Jumpstart Guide

  Beacon is an embeddable widget, included in all Help Scout plans, that can be added to your website or app. With a Beacon embedded on your website, you’ll be able to provide a contact form, offer

• Reply and Add Notes to Conversations

  Conversations are the communications with your customers in Help Scout — you might be used to calling them tickets or just emails if you've been working with other systems. Emails, phone notes, and

• 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

• 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

• 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

• Help Scout Hack Pack

  20 tips and tricks to bring next level skills to your Help Scout game We pride Help Scout on being intuitive and easy to learn, but there are a ton of useful tidbits hiding all over the app that can

• Automatic Workflows

  Automatic workflows allow you to automate tasks — from internal tracking and organization to sending automatic replies or notifications — so your team has more time to focus on taking care of your

• Contact and Company Properties

  Company and Contact properties let you capture and show the details your team cares about. You choose which properties to track, add the information to Help Scout manually or programmatically, and

• 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

• Use FollowUpThen to Set Reminders

  FollowUpThen is a super simple email reminder service, and works wonderfully alongside Help Scout. All you need to do is add a specific FollowUpThen email address to the CC or BCC fields when

• 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

• Help Scout for Finance

  Reliable and accurate communication is necessary for companies across a variety of businesses that are within the finance field. Whether you're a banking institution, provide tools that assist

• 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

• AI Drafts

  AI Drafts allows your team to leverage the power of OpenAI's GPT-5.1 to generate replies to your customers in a draft state, learning from previous conversations and Docs articles in your Help Scout

• 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

• 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.

• 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

• 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.

• About Annual Payments

  Whether you're on the Standard or Plus plan, you can choose to make an annual payment which gives you a discount on the per User per month cost. This article will explain everything about annual

• 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

• 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.

• Help Scout and PHP2Shell

  On October 21, 2026 the PHP Foundation released a critical security update to address CVE-2026-109618 and CVE-2026-109619, two vulnerabilities that are collectively known as PHP2Shell. Help Scout

• 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

• Connect Stripe With Help Scout to View Details in the Sidebar

  Stripe is a payment processing platform that allows businesses to accept payments from customers online. With the Stripe + Help Scout integration, you can manage subscriptions and payments without

• 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

• Use DKIM to Help With Email Delivery

  DKIM stands for DomainKeys Identified Mail. DKIM allows the receiving email server to verify the authenticity of messages sent from your domain, which can help your emails to make it through spam

• Legacy Plan Changes

  We work hard to ensure that Help Scout consistently improves and adds value for your team. As Help Scout evolves, so do the plans and pricing we offer. We aim to be transparent about any plan changes

• Connect Fivetran With Help Scout for Data Analysis

  Fivetran is a service that specializes in getting data out of various services (such as HubSpot, Salesforce, or Help Scout) and putting that data into a data warehouse such as BigQuery, Redshift, or

• Help Scout for Local Government

  Strong communication and knowledge sharing is essential for local and state government offices to effectively carry out their multitude of responsibilities. Whether there are tasks such as fielding

• 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

• Docs and Search Engines

  Stop Search Engines from Crawling Docs content Search engines can (and will) index your articles if your site is public. Add this bit of code to the Insert <head> Code section located on the Docs

• 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

• Customize Your Docs Site

  Docs allows you to manage your knowledge base or help center content right from Help Scout. Out of the box, Docs has a sleek and clean look with some customization built right into Docs settings and

• Help Scout Uptime

  Over the last 12 months, Help Scout has been online 99.99% of the time. Our goal is 100% uptime, but when unexpected problems occur, Help Scout may be unavailable. This article talks about how we

• Connect Channels to a Help Scout Inbox

  You know that your customers want you to meet them where they are, but that means that you need to have your team ready to respond in a number of different apps, because your customers are

• Use Your Own Custom Domain With Docs

  Your Docs site comes with its own URL that's your Sub-domain at helpscoutdocs.com. By default, your first Docs site's Sub-domain is your company name, and company-name.helpscoutdocs.com the address

• AI Summarize

  AI Summarize will give you a summary of a conversation with a single click and is an OpenAI powered tool to help your team focus on providing top-notch support. AI Summarize is available to all users

• 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

• Auto-forward From Zoho Mail to Help Scout

  Zoho Mail is a hosted business email service that supports custom domain addresses and integrates with the broader Zoho productivity suite. This guide will help you set up automatic forwarding from a

• 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.

• Use AI Assist in Help Scout

  We all get by with a little help from our friends, and we'd like to introduce you to AI Assist, your new friend in Help Scout! If you want to double check your grammar in a Message, change the tone

• Create a New Beacon

  Beacon, our dynamic corner widget, seamlessly integrates live chat, Scout, Docs help, and proactive Messages — all in one convenient location! You must have the Messages & Beacons: Create, edit,

• Move from Intercom to Help Scout

  Considering a switch from Intercom to Help Scout? Awesome, we’re happy to help you get your bearings and make a great decision either way. Things you should know Expect fewer chats and conversations

• Google, Microsoft, and Yahoo Email Authentication Requirements

  Google, Microsoft, and Yahoo require that all email sent to recipients using their email services — anyone using Google Workspace, Gmail, Microsoft 365, Outlook.com, or Yahoo Mail — passes standard

• Manage Scout Exclusions

  Exclusions tell Scout which topics it should not try to answer itself. When a customer’s question matches an exclusion, Scout escalates the conversation to your team right away. Use exclusions to set

• Connect Nicereply With Help Scout to Gather Feedback

  Nicereply is a customer satisfaction survey tool built for support teams. Once connected, you can measure customer satisfaction via a survey at the bottom of every email or trigger it after resolving