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242 articles found
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Connect SupportAgent with Help Scout for AI-Generated Replies
SupportAgent.ai is an AI-powered drafting tool for Help Scout conversations. Powered by GPT-4, one of OpenAI's most advanced AI models, SupportAgent can quickly and accurately draft a reply to
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Import Emails or Tickets Into Help Scout
NEW Moving to Help Scout is now even easier than ever — we've partnered with Import2 to offer an easy way to import emails or tickets from a number of providers, allowing you to have quick and easy
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Messages: Examples for Customer Support Teams
Messages allow the Support team to proactively communicate with your customers, give them a heads-up before you perform site maintenance, and offer troubleshooting guides in areas of your product
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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
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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
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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
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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
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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
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Customer Properties
Customer properties allow you to collect and display the information about your customers that matters to your team. You define the properties you want to keep track of, manually or programmatically
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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
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Beacon Support History Security Options
Customers can see their support history in Beacon. The history will show under Previous Conversations on the Ask tab of your Beacon when available. What shows in the history will depend on the
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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
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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
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Change the Customer 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 customer on a conversation, allowing you to direct your replies to someone other than
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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
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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
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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
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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.
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iOS App for Help Scout
Help Scout's iPhone app puts powerful help desk software in your pocket so you can easily support customers while on the go. Keep your finger on the pulse of what's going on with your customers and
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Customer Profiles
Profiles in Help Scout are built automatically when a customer emails your support address for the first time. We'll also create a profile when you compose a new conversation on behalf of the
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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
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Beacon and Ad-Blockers
Customers using Beacon have reported that Beacon is sometimes blocked from loading when JavaScript blocking extensions (Adblock, NoScript, uBlock) are in use. This article talks about why Beacon is
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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
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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
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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
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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.
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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
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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
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Create a New Beacon
Beacon is our corner widget product that allows you to serve up live chat, Docs help, and proactive Messages in one location. There is no limit to the number of Beacons you can create, and our Beacon
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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
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Mobile Beacon Examples
Add Beacon to your mobile app to make it quick and easy for your customers to reach you without leaving your app. Just point your app development team over to the Beacon for Mobile developer
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Use Conversation Lock to Prevent Re-opening Old Conversations
Have you ever had a customer reply to an ancient conversation? Conversation lock prevents new updates to old conversations. This keeps old conversations from surfacing to the top of the queue again.
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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. Additionally, account Administrators
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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
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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:
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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
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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
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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.
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Add Beacon to Your Website or App
Beacon provides on-demand FAQs, chat, and an email contact rolled into one helpful widget. To add Beacon to your website or web based app, just create a new Beacon or grab the installation code from
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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
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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
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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
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Merge Duplicate Customer Profiles
It's not uncommon for customers to send messages from different email addresses or through different channels. This can cause a bit of confusion for your team — instead of having one profile for that
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Keep Track of Aging Conversations
Keeping track of aging conversations helps your team live up to your customer support goals, and helps your customers feel like they can trust you to get things done. While we don’t have an official
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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
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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
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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
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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
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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
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Supported Browsers and System Requirements
Help Scout is a web based application that does not require any download or install for use on a computer with a supported web browser. Apps are available to download for use on iOS and Android