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  • 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.

  • 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

  • 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

  • Connect FullStory With Help Scout to See Sessions in the Sidebar

    FullStory lets you watch DVR-like video playback of a user’s session on your website. Support and product teams get unique insight into what happened before, during and after a user filed a support

  • Introducing Scout, a Part of Envoy

    Scout is Help Scout's AI agent designed to resolve customer conversations across Beacon and email while keeping your team in control of the customer experience. Evolving from AI Answers, Scout unites

  • 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

  • Beacon Cross-device History Security Options

    Customers can see their support history in Beacon. The history will show under Previous Conversations on the Ask tab of your Beacon when available. What shows in the history will depend on the

  • 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

  • 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

  • Connect Census with Help Scout for Data Analysis

    Census is a supercharged operational analytics tool that syncs data from your warehouse into all your business tools, allowing teams to act and automate with confidence. Their product makes it easy

  • Explore Messages

    Say hello 👋 to Messages and proactively communicate with your customers and site visitors. Messages can be used anywhere on your website, without the need for additional heavy lifting by your

  • 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.

  • Manage Beacon Contact Settings

    Beacon comes with a handful of settings that let you control how your customers get in touch. You might want to use a Beacon with Docs only, just a contact form, or with chat and a contact form.

  • 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

  • Manage multiple Docs sites

    You might want to create different Docs sites for each of your products or brands. This article talks about creating and managing multiple Docs sites. In this article What is multi-site support?

  • Troubleshoot Email Delivery Issues with Google Groups and Help Scout

    If you're using a Google Workspace Group (formerly known as G Suite) to forward emails to your Help Scout Inbox, troubleshooting email delivery issues is a bit different than it is with other email

  • 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,

  • 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

  • Help Scout for Property Management

    In property management, communication is constant—and often chaotic. Between tenant maintenance requests, leasing questions, owner updates, and vendor coordination, your team is fielding messages

  • 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

  • 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

  • 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

  • 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

  • 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

  • Docs SSL

    HTTPS is a modern encryption protocol that creates a secure connection between your browser and the sites you visit. Our goal is to provide HTTPS (SSL) connections by default for all Docs sites. In

  • Security at Help Scout

    Help Scout is committed to keeping your data secure, your private information private, and being transparent about our practices as a business. We are happy to work with our customers to answer any

  • Challenges With Forwarding Your Personal Address

    We love that you’re finding Help Scout so useful for your team’s email! While it might be tempting to route all of your email through the app, Help Scout isn’t meant to replace your personal inbox.

  • Add Beacon to Your Website or App

    Beacon provides on-demand answers to questions, chat, and an email contact rolled into one helpful widget. To add Beacon to your website or web based app, just create a new Beacon or grab the

  • Auto-forward From Bluehost to Help Scout

    1 First things first: You'll need to connect your custom email address to your Help Scout Inbox. Check out Connect Your Custom Address for help there. Make a note of the Inbox Address — that will be

  • Help Scout for Education

    Whether it’s managing IT issues, student inquiries, or coordinating staff support, keeping things running smoothly in the education field can be overwhelming. Currently you might find yourself using

  • 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

  • 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

  • Connect Kickstarter With Help Scout

    Help Scout has a built-in integration that funnels all your customer messages from Kickstarter neatly into your Help Scout Inbox. There's no need to set up anything on the Help Scout side aside from

  • Data Export Options

    In this article In-app Export Options Additional Export Options In-app Export Options Reports Reporting data for selected reports (All Channels, Email, Company, and Happiness) is available to be

  • Connect Chatra With Help Scout

    Chatra is a live chat software that allows your customers to chat with you and have their questions answered in real time. Chatra enables you to engage proactively with your customers, facilitates

  • 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

  • Create and Manage Inboxes in Help Scout

    You will create your first Help Scout inbox as you set up your account. If you need to create more inboxes, make changes to the one you created, or delete an inbox, you're in the right place to find

  • 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.

  • 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

  • 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.

  • 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

  • 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

  • Edit Threads and Notes

    Each portion of a conversation in Help Scout is called a thread. A customer email that starts a conversation is the first thread, a Help Scout user reply would be a separate thread, and a note left

  • Chat With Customers

    You've got a Beacon installed on your web based app or website and have all the settings configured, now let's get to chatting! If you've not gotten Beacon installed on your site yet, take a look at

  • Auto-forwarding From cPanel to Help Scout

    Email and hosting providers using cPanel offer the ability to set up a forwarder without creating a mailbox at your provider for the address. Forwarding set up this way will not retain a copy of the

  • 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

  • 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

  • How Inboxes Work in Help Scout

    An inbox in Help Scout is like any other inbox: it holds email. Your team will work together out of an inbox to answer all of your incoming email. This is a primer on inboxes, and how they work in

  • Add Beacon to a Wix site

    Wix allows you to create beautiful websites to showcase your business without much more effort than a drag and drop. Beacon provides on demand Docs, chat, and an email contact form rolled into one