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257 articles found

  • Create a New Conversation

    In addition to replying to emails, you can also start new emails out from Help Scout, or log phone calls to keep track of those conversations. This article is all about how to start new

  • Connect Mixpanel With Help Scout for Advanced Analytics

    Mixpanel is an advanced analytics platform that enables web and mobile applications to measure any action, connect each action to a real person and leverage the data to provide customers with a

  • Learn about Help Scout Docs

    Docs is our knowledge base or help center product that allows you to empower your customers to find answers to their frequently asked questions, or simply to find more information about your company.

  • Connect Shopify With Help Scout to View, Cancel and Refund Orders in the Sidebar

    Shopify provides your business with everything needed to start selling online. You have full control over the design of your store, can accept secure payments for your business, and have access to

  • 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 Voice Messages

    Help Scout's Voicemail app works automatically — no installation required. This article is about the voicemail integration, and how to manage voice messages in Help Scout. In this article How the

  • Merge Multiple Conversations From One Customer

    Sometimes you'll have multiple conversations that you want to merge together to handle at once — perhaps your customer emailed you several times about the same thing before you had a chance to

  • 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.

  • 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

  • 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

  • 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

  • Guide to Switching Help Desks

    One does not simply wake up in the middle of the night and decide to switch help desks. It’s a process, and one that takes careful deliberation at that. Preparing to switch help desks happens well

  • An Admin's Guide to Help Scout

    Congratulations on becoming a new Help Scout Administrator or Account Owner. 🎉 Your permissions are like the proverbial keys to manage the kingdom. So now what? There are a ton of powerful features

  • 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

  • Export Reporting Data

    Need raw data for more analysis? You can export your reporting data on demand. Export options are available for the All Channels, Email, Company/User, and Happiness reports. In this article Generate

  • Help Scout and HIPAA

    Help Scout maintains ongoing compliance with the U.S. Health Insurance Portability and Accountability Act (HIPAA) and is able to process, maintain, and store protected health information for any

  • 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

  • 3 Steps to Organizing and Optimizing Your Help Scout Account

    Now that you have your email flowing freely into your Help Scout Inbox, the next three steps will keep everything running smoothly, both in the queue and behind the scenes. By the end of these three

  • 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 customer won't make it to your customer. There are 2 ways you might be alerted to

  • 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

  • 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

  • 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.

  • Create a Conversation With Pre-filled Data

    You can pre-fill the customer email address, Cc/Bcc lines and the subject line on the New Conversation page by adding a few things to the URL. Here's an example:

  • 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

  • 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

  • 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

  • Onboard Your Team

    Once you’ve got your setup in Help Scout ready to go, it’s time to invite more users. Check out Create and Manage User Accounts for help on how to do that, Training new users is a snap! This article

  • Search Filters With Operators

    You can search for conversations, customers, and other data using a full text search. For the basics, start with Search in Help Scout. In this article list the different filters you can use, with

  • 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

  • Transfer Account Ownership

    The person who originally signed up your Help Scout account is the Account Owner by default. Only the Account Owner can change plans and payment information by default and there is only one Account

  • 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.

  • 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

  • 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

  • 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

  • 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

  • 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

  • Customers List

    The Customers list brings all of your customers into a searchable and sortable list to quickly view their information. Just click Customers from the top menu to start with a list of all customers

  • 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

  • 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

  • Legacy Plan Changes

    We work hard to make sure that Help Scout gets better every day, bringing you new features, improvements, and products. As Help Scout evolves, the plans and pricing we offer do as well. We’ve created

  • Messages: Examples for Product Teams

    As a Product team, the feedback loop from customers is essential to continuously improve and provide value to customers. Use Messages to gather feedback, run surveys, and chat directly with

  • 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

  • Add the Instagram Channel to Help Scout to Manage Instagram Conversations

    NEW Make meeting your customer where they are easier to manage — connect the new Instagram channel and bring the conversations customers start from your Instagram Business Account(s) into Help Scout.

  • 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

  • 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

  • Connect Olark With Help Scout to Get Chat Transcripts to Your Inbox

    Olark Live Chat is an easy-to-use live chat platform for your website. Simply copy-and-paste the embed code they provide, and within minutes you can be talking to customers who are browsing your

  • 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

  • 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

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

    NEW 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

  • 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