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• Customize Basic and Advanced Beacon Settings

  Head to Tools > Beacons > [Choose Your Beacon] > Customize where you can change some basic Beacon settings like the language and button, or update a few advanced settings to get the look and feel of

• Connect ChannelReply With Help Scout for eBay, Amazon, Shopify, and Walmart Support

  ChannelReply is a messaging platform that helps you support all of your e-commerce customers right from Help Scout. ChannelReply delivers your eBay, Walmart, Shopify, and Amazon buyer messages into

• Create and Manage Service Level Agreements (SLAs)

  NEW Service Level Agreements (SLAs) help your team stay accountable for the response and resolution standards your customers expect. Define time targets for different types of conversations or

• Reports: Phone

  The Phone report is a very simple and straightforward measure of the volume of phone calls logged in Help Scout. Standard plans can report on the last 2 years of data. Plus and Pro plans can report

• Work With Variables

  Help Scout variables are placeholders for generated customer, User, Inbox, and conversation data. Variables are defined using specific text between curly brackets and % signs. Each type of variable

• About Deleting Customer Profiles

  There are no limits to the number of customers you can have in Help Scout, but you may need to delete a customer profile from time to time, possibly due to a GDPR request to be forgotten or other

• Reports: Happiness

  Built around customer satisfaction ratings, the Happiness report is a simple but powerful tool used to measure customer experience. Ratings are calculated both for the help desk as a whole, divided

• About Open Tracking

  Open Tracking is a feature that allows you to see whether your customer has viewed the message you've sent them. A couple of things to note: Open Tracking uses a tracking pixel in your outgoing

• Change the Contact on a Conversation

  This is probably not something you'll find yourself doing often, but from time to time you'll need to change a contact on a conversation, allowing you to direct your replies to someone other than the

• 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.

• Search in Help Scout

  Searching in Help Scout is a great way to quickly locate conversations, customers, and Docs articles. Here we'll show you how to do a basic search, get fancy with filters, and take some action — all

• Gather Feedback With Chat Satisfaction Ratings

  Chat satisfaction ratings allow your customers to rate their chat sessions with just a click or two right in Beacon. No follow-up replies needed! This article will show you what this looks like for

• Advanced Beacon Customization

  You can easily add Beacon to your website or web based app with the default embed code — all you have to do is copy and paste. That adds the widget to your page, you can adjust the basic look and

• Docs Article Satisfaction Ratings

  Article satisfaction ratings allow your Docs site visitors let you know how helpful your knowledge base content is with a single click. You can use this information to fine tune your Docs articles

• Customers List

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

• What is Self Service?

  For many, business is global now, and your customers need help round the clock. However, it's most likely your team isn’t online 24 hours a day, so there’s no way customers to get immediate help from

• Connect Twilio to Help Scout to Send and Receive Text Messages

  Connect SMS to Help Scout so your customers can text your business number and your team can reply right from the inbox — no separate texting app needed. In this article How SMS Works in Help Scout

• Self Service for Logistics

  Logistics businesses have a lot of moving parts, and a lot of people to communicate with from customers to suppliers to shippers. But even though many of the emails you receive might need a

• Self Service for Ecommerce

  Ecommerce is a 24 hour a day business, but there are only so many hours in that day in which you are available to answer incoming questions via email. What if you could not only cut down on the

• Self Service for Healthcare

  While a lot of communication needs with clients and patients require the utmost privacy due to HIPAA requirements, some basic questions can be answered without violating privacy laws. However,

• Self Service for Education

  Parents and students expect immediate answers to their questions, but there are only so many hours a day that you are available to answer questions via email. What if you could not only cut down on

• Connect Heymarket With Help Scout to Manage SMS Messages

  Heymarket is a business text messaging platform created for your customer support team. Out of the box, your team will get a shared inbox and phone number for sending and receiving SMS messages.

• Connect HubSpot With Help Scout to Manage Customer Data

  HubSpot is the marketing hub for your business, giving you the ability to manage customers, send emails, create content and track opportunities. Connecting HubSpot with Help Scout keeps your

• 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

• Advanced Privacy Controls

  Advanced Privacy Controls give you more control over how sensitive customer data is handled in Help Scout. The feature automatically masks personally identifiable information (PII) in conversations

• Create a New Conversation

  In addition to replying to emails, you can start new email and SMS conversations from Help Scout or log phone calls as phone notes. This article explains how to start each type of conversation. Head

• Connect WhatsApp to Help Scout to Send and Receive Messages

  Connect WhatsApp to Help Scout so your customers can message you on WhatsApp and your team can reply right from the inbox — no app-switching needed. In this article How WhatsApp works in Help Scout

• Customer 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. If you're a Help Scout customer and know someone in your network who could

• Set Up and Manage Customer Portal

  Help Scout is built to help you deliver great customer service. With Customer Portal, your customers get a secure, authenticated web experience to view and manage their support history. Instead of

• Troubleshooting Inbound Email Delivery Issues

  Inbound email refers to email being sent by other parties to your Help Scout Inbox. This includes all emails being sent to the custom address you've connected to Help Scout, any aliases you're also

• Gather Feedback With Email Satisfaction Ratings

  Email satisfaction ratings allow your customers to rate your email replies with just a click or two. This article is all about the Satisfaction Ratings feature for email conversations in Help Scout.

• Connect Magento With Help Scout to View Customer Data in Sidebar

  Magento is an open source, enterprise-level eCommerce platform with a product offering to suit businesses of all sizes. It gives online retailers everything they need to sell products to customers.

• 4 eCommerce Best Practices for Maximizing Help Scout

  Through research and customer conversations, we see a few different ways eCommerce customers use various portions of Help Scout. Since every business is different this doesn’t get into specifics, but

• 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

• 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 Kissmetrics With Help Scout to Track Customer Activity

  Kissmetrics is an analytics tool for tracking activity throughout a customer's lifecycle. Integrating with Help Scout will allow you to track conversation actions along with the other metrics you're

• 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:

• Reports: All Channels

  The All Channels report is all about volume, but it also helps you get a handle on just how busy the help desk is. More importantly, you're able to really dive in to see what type of issues keep

• 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

• 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

• Messages Performance Reports

  You've set up a Message — or a bunch of Messages — and you'd like to know how effective they are. We offer some basic performance information that allows you to get a quick view of what's happening

• Reports: SLAs

  The SLA (Service Level Agreement) report gives you visibility into how well your team is meeting its targets. Use it to track compliance over time, spot which policies have the most breaches, and

• 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

• Set Up Two-Factor Authentication

  Two-factor authentication (2FA) adds a second layer of log in security to your Help Scout account. Each User can set up 2FA individually from their profile page. Account Owners and Administrators can

• 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

• Create and Manage Inbox Views

  Inbox Views allow you to sort and display conversations according to the criteria that you set into quick links on the left sidebar that work like custom folders. Use these Views to organize and

• 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

• 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

• AI Drafts Pricing and Billing

  AI Drafts is our feature that allows you leverage the power of AI to generate draft emails to your contacts. Note that this article applies to legacy user-based billing plans only. AI Drafts is

• Use the Help Scout Mobile App

  The mobile app is available to Users, Administrators and Account Owners. Light Users are unable to use the mobile app at this time. In this article Navigating the App Work with Conversations Take