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253 articles found

• 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

• 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

• 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

• Add a Beacon to a Weebly site

  Weebly is a robust website builder with lots of great free templates for displaying your site. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can

• 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

• 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

• 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

• 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

• Consolidate Multiple Inboxes

  If you created 2 or more Help Scout Inboxes, but have decided that consolidating a couple of them (or all of them) into a single Inbox makes more sense for your team's flow, you can use Workflows to

• 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

• 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

• Mobile notifications

  Mobile notifications are helpful for keeping tabs on conversation updates while you're on the go. This article is all about how to set up and manage your mobile notifications in both the iOS and

• Create a Banner Message

  Use a banner Message to get your customers' attention with a quick note or alert and a call to action across the top of your site or web-based app, above your regular content. Greet your customers by

• Challenges With Forwarding Your Personal Address

  We get it — you've discovered what a wonderful tool Help Scout is for managing your collaborative email, and it seems like maybe it would be a good idea to move ALL of your email into the app. We're

• Auto-forward From a Google Workspace Group

  If you already have a Google Workspace (formerly known as G Suite) Group you've been using, you will need to add your Help Scout email address as a member of the group and you may need to adjust some

• Add Analytics Code to Track Docs Visitors

  Web analytics show you a custom view of what's happening on your Docs site. It's helpful if you're wanting to track data such as page views, bounce rates, or the geographical location of your

• Move Between Conversations With Redirect Options

  Redirect options in Help Scout refer to deciding where you land next after you have taken action on a conversation. Each Help Scout user can choose a different redirect option manually each time they

• Host a Docs Stylesheet on Dropbox

  Docs gives you the ability to specify an external stylesheet, which can be used to modify the design of your public website. Check out Customize Your Docs Site for more information on how to set your

• About Chat Notifications

  Notifications help you stay on top of new chats as you continue your work in other areas of Help Scout. In this article In-app Notifications Browser Notifications Sound Notification Troubleshooting

• Accessibility at Help Scout

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

• 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

• Add Beacon to a Squarespace site

  Squarespace is an all-in-one solution for anyone looking to create a beautiful website. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can plug

• Create and Manage Tags

  Use tags in Help Scout for an easy way to add context to a message or keep track of certain topics in your Inbox. This article shows you how to add and manage tags. In this article Create Tags and

• Prevent Duplicate Replies With Collision Detection

  Have you ever had two people respond to an email at the same time? That's definitely not a good look, and it means your team is doing extra work. In Help Scout, Collision Detection steps in if

• Create and Manage Docs Redirects

  A redirect is a way to send both visitors and search engines to a different URL from the one they originally requested. This might be another URL in your Docs site, or another address on the web.

• Use Views to Filter Reporting Data

  Views are a simple and efficient way for you to filter conversation data within the reports built in to Help Scout. In most reports, you can choose to filter data by inbox, tag, folder, and/or custom

• Manage Spam and Unwanted Email

  Help Scout has its own built-in spam filter to save you the headache of having to sift through spammy emails and auto replies in your inbox. This article talks about how the Help Scout spam filter

• 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

• The Beginner's Guide to Help Scout

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

• Set Company Office Hours

  If you occasionally close up shop, then you might want to set your company's Office Hours in Help Scout. That way you can review data and automatically respond to customers based on the times you're

• How to use a Retina-friendly logo

  All Docs icons are already optimized for hi-resolution (aka "retina") displays. However, the logo is a bit more tricky. The logo uploaded in your Docs site Public Website Settings will be a little

• Use an Outlook Redirect Rule to Redirect Email to Help Scout

  This article describes how to create a redirect rule in Outlook to move your email into Help Scout. Note that this is different than a forwarding rule in Outlook. The redirect rule ensures that Help

• Use @mentions in Notes

  The @mentions feature allows you to ping another User or Team in a note on a conversation and send them a notification without having to assign it to them. This article is all about how @mentions

• Forward From Microsoft 365 Outlook Web Access (OWA)

  This article will walk you through forwarding email from Outlook Web Access on Microsoft 365 (formerly known as Office 365), also known as OWA, to your Help Scout Inbox. 1 First things first: Make

• Use a Redirect Rule at Amazon WorkMail

  This article describes how to create a redirect rule in the Amazon WorkMail Web Application to move your email into Help Scout. Note that this is different than a forwarding rule in Amazon WorkMail.

• Custom JavaScript in Docs

  Sometimes you may want to use JavaScript to customize your docs site. While we don't generally recommend this (and can't promise you won't break the page by doing so), if you're set on modifying the

• Create a Microsurvey Message

  Messages offers the option to conduct customer-engaging microsurveys wherever you've installed your Beacon. From a quick thumbs up or thumbs down poll, multiple options to choose from, or even free

• Assign Conversations

  Assigning conversations lets you give Users ownership of conversations within Help Scout, and easy access to see all that others are working on at any given moment. This article is all about

• Report on Custom Fields

  Custom fields data is integrated with Help Scout's built in reports, allowing you to get a quick view of the data, or filter your reports based on specific fields. Reporting on custom fields requires

• Add Beacon to a Webflow Site

  Webflow empowers designers to build professional, custom websites in a completely visual canvas with no code. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful

• Popular Docs Styling Tricks

  Docs can be completely customized using CSS, but if you haven't spent much time designing websites, CSS can feel intimidating to start. Here are some easy copy+paste CSS examples for some of the most

• Sort and Organize Docs Content

  This article is all about sorting collections, categories, and articles on your Docs site. In this article Sort Collections Sort Categories Sort Articles Sort Collections 1 Head over to Manage >

• Add Beacon to a Shopify Site

  Shopify is an ecommerce platform that has everything you need to sell online. Beacon provides on demand Docs, chat, and an email contact form rolled into one helpful widget you can plug right into

• Docs Branding Examples

  Help Scout Docs sites can be customized to fit your brand and voice seamlessly. Below are some of the most creative examples of what's possible that we've seen, and we hope they inspire you when

• Use HTML in the Docs Editor

  Our new Docs editor allows your team to make beautiful Docs articles without needing to work with HTML. We know that some of you are really comfortable with HTML and want to take on creating some

• Docs API

  The full Help Scout Docs API documentation can be found here: https://developer.helpscout.com/docs-api/. Please check out our developer documentation for complete information, but the Docs API

• Beacon Embedded Articles

  Embedded Articles allow you to open a Docs Article via any link or button in your web-based app or website, where ever you may need it. There are four different attributes you can choose from to open

• How to Fix Failed Searches

  When you see failed searches in your Docs report, it means people are searching for terms that don't match any articles. Use this metric to improve your Docs search and content. For more on the Docs

• About the Recently Deleted View

  Conversations deleted by a Help Scout user are still accessible via the Recently Deleted view for 15 days, unless manually purged. This allows you to quickly and easily restore a conversation that