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303 articles found

• Create CNAME Records at Cloudflare to Work With Help Scout

  There are two instances in setting up Help Scout that you will need to create CNAME records at your DNS hosting provider: if you choose to set up DKIM to help with email deliverability and if you

• Help Scout for Good

  As a Certified B Corporation, our purpose is not only profit, but a positive impact for employees, communities, and the environment, which is why we believe in supporting organizations that share our

• 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

• Get Started With the Help Scout Mobile App

  👋 Welcome to Help Scout’s Mobile Inbox where you can stay connected and keep the conversation going with your customers, even when you're on the go. With our mobile app, you can easily respond to

• 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

• 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.

• 5 Education Best Practices For Maximizing Help Scout

  Through conversations with users in the education space, we see a few different ways those folks use Help Scout. Since every school or university is different we won't go into specifics here, but

• 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

• 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

• Connect Linear With Help Scout to Link Conversations and Issues

  Has your team made the leap to Linear for tracking development? Awesome choice! Now, we’ve got something to make your workflow even better. Say hello to our shiny new Linear and Help Scout

• Get Your Email Into Help Scout

  If you are using your own domain email address with Help Scout, you will need to set up forwarding or redirection from your email provider to get that email in to Help Scout. You will be forwarding

• 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

• 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 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

• 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

• Help Scout for Healthcare

  Medical offices and other healthcare practices have a lot of moving parts. Appointments, test results, treatment services, inquiries about overall care, a lot of incoming messages are received daily.

• DMARC and Help Scout

  DMARC is an email authentication standard that's used to help protect a domain from fraudulent email. A DMARC policy helps prevent spam or "spoof" emails that appear to be coming from your domain by

• 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

• 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

• Manage Help Scout Notifications

  In this article Enable or Disable Notifications Notification Station Email Notifications Browser Notifications Mobile Notifications Chat Notifications HIPAA Compliance & Notifications (Pro Plan Only)

• Accessibility at Help Scout

  Head over to our Accessibility Statement if you are not automatically redirected.

• Help Scout for Agencies

  Visibility into all communication with clients and the statuses of projects is a core need of any agency or consultancy. It is imperative that everyone across the company has access to all of the

• 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

• Update Help Scout When You Change Email Providers

  If you are using shared email addresses from your own domain (e.g. support@yourdomain.com) with Help Scout and your organization changes email providers, you'll need to set up forwarding at your new

• Connect GitHub With Help Scout to Link Conversations to Issues

  Link customer conversations to development issues in a snap, whether you're squashing bugs, gathering feedback, or keeping everyone on the same page. This guide will show you how to connect Help

• Get Started with Automatic Translations

  Support customers in any language — right inside Help Scout. When Automatic Translations is enabled on a Beacon, customer messages are automatically translated into your team's language, and your

• 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 Snap Engage With Help Scout to Get Transcripts in Your Inbox

  Snap Engage is a simple plug-and-play live chat you can embed on any website. For users, it integrates directly with your IM program of choice (Gtalk, Skype), meaning you can chat with customers from

• 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

• Learn About Help Scout Docs

  Head to Learn About Help Scout Docs if you're not automatically redirected.

• Cancel Your Help Scout Account

  We're sorry to see you go! Only the Account Owner can cancel the account, and if you're sure you want to cancel, please remember that there's no turning back — the account will be terminated

• Log in to Help Scout

  Head to https://secure.helpscout.net/members/login/ to log in to Help Scout. How you sign in from there might be different depending on your settings, and we'll cover all of the options here. In this

• Auto-Forward From Microsoft 365 Outlook to Help Scout

  Microsoft 365 email hosting uses Exchange Online to provide professional email with your own custom domain. This article will walk you through forwarding email from Outlook for Microsoft 365 to your

• 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

• 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

• The Beginner's Guide to Help Scout

  Check out our step-by-step guide here: https://www.helpscout.com/blog/help-scout-setup-guide/

• 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

• Create an Inbox Auto Reply

  Setting up an auto reply is a way to let your customers know you've received their email, set expectations, and send back more information before you reply in full. This article is all about how to

• 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

• Changes to SPF Requirements With Help Scout

  Prior to 2024, to send using Help Scout servers from your custom email address, creating an SPF (sender policy framework) record was necessary for email authentication. This is no longer needed;

• Auto-forward From a Google Workspace Gmail Mailbox to Help Scout

  Google Workspace is a full-featured business email platform that uses the Gmail interface. This article explains how to automatically forward all email from a standard Google Workspace user mailbox

• 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

• 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

• 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

• Saved Replies For Chat

  A saved reply is a snippet of text that can be quickly added when chatting with a customer. Using saved replies is a great way to tackle issues that require a standard or simple response. You must

• 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

• Workflow Conditions and Actions

  Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). This article lists all available conditions and actions. Workflow conditions Condition

• 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

• Follow a Conversation

  The Follow feature lets you subscribe to a conversation to keep tabs on all of its updates, and is available on the Standard and Plus plans. This article talks about how to follow or unfollow a

• Capsule

  Capsule is a web-based CRM that helps you track the people and companies you do business with. It's a great tool for tracking conversations (like the ones in Help Scout and elsewhere) and