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205 articles found

• 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

• AI Answers

  In Development AI Answers empowers your customers to quickly access the content from your Docs site to find what they need. You can ask the AI assistant any question, and it will provide a specific

• 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

• 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

• Referral Program

  We're so grateful for the Help Scout love that is shared across the world! Now it's our turn to return the warm fuzzies. Our referral program lets you refer Help Scout to others and, in return, you

• Connect Help Scout and Mailchimp to See List Subscriptions in the Sidebar

  Mailchimp is an email marketing service used by companies large and small all over the world. Their product has everything your business needs to manage an email newsletter, and they give you great

• 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

• 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

• 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

• 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

• Reports: Company and User

  We're particularly fond of the Company and User reports for one big reason: total accountability. At a glance, the Company report shows you how many customers you're helping, as well as how many

• 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

• 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

• 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

• 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

• Manage Company Settings

  Settings that will apply to your entire Help Scout account are found under the Company Settings. Only Help Scout Account Owners and Administrators have access to change these settings. In this

• Private Collections and Articles for Internal Users

  Sometimes you just want to have some Docs stashed away for your teammates' eyes only. This article is all about Private Collections and how helpful they can be for your team internally. In this

• About the Chat Shortcut Menu

  The action is right at your fingertips while you're in a chat, allowing you to quickly access the information and tools need to help your customer, without leaving the keyboard. Type a slash (/) in

• 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

• 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

• Manually Forward Email to Help Scout

  Every now and then, you might get an email in your inbox that needs to be a conversation in Help Scout. All you have to do is forward the email from your personal mailbox to your Help Scout Inbox,

• Translate Docs Words and Phrases

  Translate your Docs site into the languages that you customers need, using built in tools and/or integrations. In this article Translate Docs Phrases and Labels Translate Docs Article Contents Use AI

• Connect Jira With Help Scout to Link Conversations and Issues

  Jira helps you track and resolve bugs and other issues with powerful workflows, planning features, and comprehensive search — giving your team full control of the end-to-end development of your

• Customize Content Suggestions in Beacon

  Display specific help content to your customers depending on the page they visit. Choose from the Docs articles connected to your Beacon, or from the external links of your choice. In this article

• 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

• 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

• 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

• Control Access to Docs Using Beacon

  Beacon offers the option to use a private Docs site (where Site Visibility is off), making the Docs site visible through Beacon only. Install Beacon with a private Docs site anywhere you'd like — on

• Android App for Help Scout

  The Help Scout Android app puts our powerful help desk software in your pocket so you can easily support customers while on the go. It allows you to keep track of conversations with your customers

• Move Conversations to Different Inboxes

  Moving conversations from one Inbox to another is helpful if a customer accidentally emailed the wrong inbox address, or if you're just passing the conversation over to a team member who works in a

• 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

• 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

• 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

• 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

• What's New with User Roles: Light Users

  We have introduced a new user role called Light Users, available to current Plus and Pro plans. This article will tell you a little bit about that role and how it works. If you were on a legacy Plus

• 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

• Forward Conversations Outside of Help Scout

  Forwarding a conversation is a handy way to converse with someone who does not have a Help Scout account. In this article Forward a Conversation Keep Track of Forwarded Conversations Forward a

• 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

• Payments and Invoices

  The Account Owner and any users who have the Manage billing and plan changes permission can change your Help Scout subscription and payment method at any time at the Your Plan page. See User Roles

• 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

• PipelineDeals

  Pipeline is a web-based CRM that helps you track and organize all the deals in your sales pipeline. With Pipeline, you can organize the companies, people & deals - set goals, and easily coordinate

• 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

• September 2023 Legacy Plan Migration

  On September 6, 2023, we retired a group of legacy plans and moved customers to a currently offered Standard or Plus plan. If you're still on a legacy plan after the migration, on the Your Plan page

• 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

• Messages: Examples for eCommerce companies

  With Messages, you can advertise sales and promotions to customers, offer live help where they need it, and increase brand awareness. Messages can appear anywhere on your website, without needing an

• Connect Help Scout with Super SLA to Manage Service-level Agreements

  Super SLA is advanced SLA (service-level agreement) reporting & alerting that works seamlessly with Help Scout. Use it to create simple or complex SLA Rules, get alerts via SMS, phone, or email

• 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

• 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

• Home Page Layout Options

  When it comes to your Docs site, there are two different options for setting up the layout of your home page: Most Popular Articles or Categories. Each have their own unique look and advantages, and

• 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