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256 articles found

• 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

• 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

• 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

• 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.

• 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

• 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 Talkdesk and Help Scout to Manage Phone Calls

  Talkdesk brings all the benefits of an enterprise-level call center to your business. It's entirely web-based and works beautifully alongside Help Scout. With Talkdesk, members of your team can take

• 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

• 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

• 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

• Chat With Customers

  You've got a Beacon installed on your web based app or website and have all the settings configured, now let's get to chatting! If you've not gotten Beacon installed on your site yet, take a look at

• 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

• 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

• How Article Popularity is Calculated

  Ever wonder how some articles tend to be listed as more popular than others on your Docs site? This article covers everything you've wondered about popularity rankings, and how those are determined.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• User Roles and Permissions

  Help Scout offers 4 different user roles: the Account Owner, Administrators, Users, and Light Users. Plus and Pro plans can also set custom permissions on individual Administrators and Users. This

• Connect Kickstarter With Help Scout

  Help Scout has a built-in integration that funnels all your customer messages from Kickstarter neatly into your Help Scout Inbox. There's no need to set up anything on the Help Scout side aside from

• 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

• 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

• 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

• Create and Manage Docs Articles

  Articles are key to the structure of your Docs site. We will discuss how to create and manage articles within your Docs site(s). By default, all Help Scout users have access to edit, publish, and

• Auto-forward From Other Providers to Help Scout

  We've searched and found guides to set up automatic email forwarding for some of the most popular hosts and email providers as linked below. If you don't see your provider listed here, your best bet

• 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

• 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

• 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:

• 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

• 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

• Create Folders Using Workflows to Organize Conversations

  Folders are a way to organize conversations into a common view. In other words, a folder is a custom view of conversations that already exist in one of your other top-level folders. This article will

• 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

• 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

• 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

• 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

• Create a Standard Message

  You can get really creative and specific with Messages in terms of who sees what Message when. There are many options to explore — get creative and experiment! If you're looking for ideas on other

• Messages: Examples for Educational Organizations

  Use Messages to proactively communicate with current and prospective students, alumni, and general website visitors. The flexibility of Messages can help you increase engagement with your students,

• 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

• Messages: Examples for Marketing Teams

  With Messages, your Marketing team can proactively message customers to drive signups, announce new features, and highlight promotions. Invite your Marketing team as Light Users on your account to

• 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

• 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

• 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

• Create a Modal Message

  NEW A modal Message will show over your regular site or web-based app's content, allowing you to place a notice front and center that has to be clicked or dismissed to continue. Use a modal Message

• 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

• 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

• 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

• 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