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271 articles found

  • 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

  • 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

  • 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.

  • 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.

  • 4 Logistics Best Practices For Maximizing Help Scout

    While chatting with different customers, we see a few ways folks in the logistics space use various portions of Help Scout. With every business being a bit different this doesn’t get into specifics,

  • 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

  • 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

  • Connect Channels to a Help Scout Inbox

    You know that your customers want you to meet them where they are, but that means that you need to have your team ready to respond in a number of different apps, because your customers are

  • 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

  • Docs and Search Engines

    Stop Search Engines from Crawling Docs content Search engines can (and will) index your articles if your site is public. Add this bit of code to the Insert <head> Code section located on the Docs

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • Advanced Security With IP Restrictions

    IP restrictions allow you to limit access to your Help Scout account to a predefined list of IP addresses. Advanced Security is available as a part of the Pro plan. In this article How IP

  • Customize Your Docs Site

    Docs allows you to manage your knowledge base or help center content right from Help Scout. Out of the box, Docs has a sleek and clean look with some customization built right into Docs settings and

  • 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

  • Create and Manage Saved Replies for Fast Answers

    A saved reply is a snippet of text that can be quickly added to the editor when replying to a customer. Using saved replies is a great way to tackle those issues that require a standard or simple

  • Help Scout Free Plan

    Help Scout’s free plan is a great way to get started with delivering exceptional customer service at no cost. Whether you’re a small team or just starting out, the plan offers a robust set of tools

  • Collaborate with Your Team in the Inbox

    For support teams, responding to customers who write into your support queue is often a collaborative task. Navigating a shared support mailbox means paying attention to what you’re doing, while also

  • Connect Salesforce With Help Scout

    The Salesforce integration keeps teams working in Help Scout and Salesforce connected about customer communications across systems. There are two sides to the integration: the Help Scout app (pulls

  • Help Scout for Logistics

    Logistics companies rely heavily on communication to manage both customer communication and internal operations. Customers may have questions on their shipments confirmations, seek delivery updates,

  • 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

  • Help customers from your website

    People visit your website for numerous reasons. To gather information, to learn about a subject matter more deeply, or compare you to your competitors and make a decision. But sometimes people are

  • 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

  • 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

  • Google, Microsoft, and Yahoo Email Authentication Requirements

    Google, Microsoft, and Yahoo require that all email sent to recipients using their email services — anyone using Google Workspace, Gmail, Microsoft 365, Outlook.com, or Yahoo Mail — passes standard

  • 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 and Manage Teams

    The Teams feature allows you to define groups of Help Scout Users that work together on conversations, allowing large teams to collaborate within smaller groups. Teams folders give quick views of

  • 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

  • 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

  • AI Drafts

    AI Drafts allows your team to leverage the power of OpenAI's GPT-4 to generate replies to your customers in a draft state, learning from previous conversations and Docs articles in your Help Scout

  • 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

  • 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

  • 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. Want to watch a 20 minute video overview to

  • Help Scout for Local Government

    Strong communication and knowledge sharing is essential for local and state government offices to effectively carry out their multitude of responsibilities. Whether there are tasks such as fielding

  • Connect FullStory With Help Scout to See Sessions in the Sidebar

    FullStory lets you watch DVR-like video playback of a user’s session on your website. Support and product teams get unique insight into what happened before, during and after a user filed a support

  • Help Scout for Finance

    Reliable and accurate communication is necessary for companies across a variety of businesses that are within the finance field. Whether you're a banking institution, provide tools that assist

  • 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

  • 5 Healthcare Best Practices for Maximizing Help Scout

    We talk to a lot of users in the healthcare space, and see a few different ways those folks get the most use out of Help Scout. With every company working slightly differently we won't go into

  • 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

  • About the Docs Editor

    NEW We're excited to offer up a new Docs editor experience! Our new editor makes editing articles a breeze for anyone, no coding skills necessary. This article covers the basics of using the Docs

  • Reply and Add Notes to Conversations

    Conversations are the communications with your customers in Help Scout — you might be used to calling them tickets or just emails if you've been working with other systems. Emails, phone notes, and

  • AI Answers

    NEW Say hello to a smarter, faster way to delight your customers: an AI-powered agent in Help Scout! Whether you’re managing a busy support queue or striving to create a seamless customer experience,

  • 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

  • Connect Constant Contact With Help Scout to See List Subscriptions in the Sidebar

    Constant Contact is a tool for businesses to manage their email newsletter and customer marketing. Their suite of products not only includes email marketing, but also event registration, surveys and

  • 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