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• 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

• 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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• Connect Keap to Help Scout to View Information in the Sidebar

  Keap, formerly known as Infusionsoft, is a popular small business CRM tool that allows users to organize contacts, automate marketing and manage eCommerce inventories all in one place. Help Scout's

• Connect Hively With Help Scout to Gather Feedback

  Hively is a great way to measure customer happiness. With Hively's snippet embedded in your signature, customers can rate your response with just one click. This article will guide you through

• Reports: Chat

  The Chat report is all about seeing volume, efficiency, and team productivity when using Beacon with live chat over time. Note: The Chat report only appears in the menu if you've created a

• 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

• 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

• Migrate Conversations From Another Help Scout Account

  NEW Moving conversations from one Help Scout account to another is just a few clicks away! We've partnered with Import2 to offer an easy way to copy conversations from one Help Scout account to

• 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

• 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

• 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

• Move From Zendesk to Help Scout

  Help Scout's built in Import2 feature allows you to import your entire ticket history (and the customer profiles associated with those tickets) from Zendesk into Help Scout. Before you start an

• 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

• 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

• Connect Pipedrive with Help Scout to View CRM Data in the Sidebar

  Pipedrive is a web-based CRM that helps you track the progress and details of all the deals in your sales pipeline. You can use and customize Pipedrive to monitor the activities planned to help close

• 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

• Auto-forwarding From Namecheap to Help Scout

  1 First things first: Make sure you have your Help Scout email address ready. Check out Find Your Help Scout Email Address if you don't know it. 2 From your Namecheap dashboard, click on Domain List

• 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.

• 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.

• 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

• 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

• 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

• 5 Healthcare Best Practices for Maximizing Help Scout

  We talk to a lot of users in the healthcare space, and see a few different ways those folks get the most use out of Help Scout. With every company working slightly differently we won't go into

• 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

• 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

• Beacon and Ad-Blockers

  Customers using Beacon have reported that Beacon is sometimes blocked from loading when JavaScript blocking extensions (Adblock, NoScript, uBlock) are in use. This article talks about why Beacon is

• Use SMTP to Send From Help Scout

  If you are using your own email address with Help Scout, we send email on your behalf via our own Help Scout mail servers by default. You may choose to configure Help Scout to send from your email

• 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

• Add the Messenger Channel to Help Scout to Manage Facebook Conversations

  Make meeting your customer where they are easier to manage — connect the new Messenger channel and bring the conversations customers start from your Facebook Page(s) into Help Scout. Your team can

• 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

• 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

• 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.

• Auto-forward Google Workspace Aliases to Help Scout

  If you are using aliases (alternate email addresses) at Google Workspace to handle your group email addresses, you can split the email sent to each alias into different inboxes at Help Scout using

• 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

• 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

• 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

• Use Google OAuth to Send From Help Scout

  If you are using your own email address with Help Scout, we send email on your behalf via our own Help Scout mail servers by default. If your custom email address is a full Google Workspace (formerly

• 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 Company Settings

  Company settings are where you manage the details of your entire Help Scout account. Here you'll find the options for company name, company timezone, security settings and more. In this article Edit

• 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

• Use Microsoft 365 Outlook OAuth to Send From Help Scout

  If you are using your own email address with Help Scout, we send email on your behalf via our own Help Scout mail servers by default. If your custom email address is a full Microsoft 365 Outlook user

• How Chat Assignments Work

  You might want to assign a chat to another team member if you need help, or if you’re done chatting for the moment. To assign a chat, click the Assignee icon, then select a new assignee. You can

• 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.