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219 articles found

• Forward email aliases to one mailbox

  A mailbox alias is any email address that automatically forwards messages to your main mailbox address. If you've got a bunch of addresses that auto-forward, it would be a superb idea to add them to t

• Create a New Conversation

  As a Help Scout User, you can create new outgoing messages (just like email) to proactively get in touch with your customers.    Create a New Conversation

• Capsule

  Capsule is a web-based CRM that helps you track the people and companies you do business with. It's a great tool for tracking conversations (like the ones in Help Scout and elsewhere) and opportunitie

• Translate Docs words and phrases

  For our friends around the globe that speak languages other than English, we have some helpful features to aid in translating your Docs (and aspects of it) into the language of your choice. This artic

• Trello Power-Up

  The  Help Scout Power-Up shows up-to-date information about conversations attached to a card. Linking relevant conversations to Trello cards is a great way to keep track of feature requests, bug repor

• 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 fi

• Moving from Intercom

  Considering a switch from Intercom to Help Scout? Awesome, we’re happy to help you get your bearings and make a great decision either way.  Things you should know Help Scout is focused

• KISSmetrics

  Google Analytics tells you what happened,  KISSmetrics tells you who did it. It's a stellar product for tracking activity throughout a customer's lifecycle. In the case of Help Scout, customers start

• Workflow templates and scenarios

  Workflows are one of the most complex and powerful features in Help Scout, and they can take some finesse to master. Here are some examples that you can copy, modify, or just be inspired by. Sort co

• Google Apps Integration

  Installing the Help Scout app from the Google Apps Marketplace allows you to connect your Google Apps account to Help Scout. You can securely log in to Help Scout automatically with your Google accoun

• Working with the Android app

  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 be able to keep track of conversations with your cu

• Bronto

  Bronto is an enterprise-grade marketing platform designed for commerce, with solutions for shopping cart abandonment, post-purchase campaigns and powerful eCommerce integrations like Magento.  The

• 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.

• An Admin's Guide to Help Scout

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

• How mailboxes work in Help Scout

  A mailbox in Help Scout is like any other inbox: it holds email. Your support team will work together out of a mailbox to answer all of your incoming support requests. Keep reading for a primer on mai

• Slack

  Slack brings all your team communications into a central hub. In addition to group chat and instant messaging, Slack integrates with many of the services you use every day and posts automatic updates

• Hively

  Hively is a great way to consistently measure customer happiness. With Hively's snippet embedded in your signature, customers can rate your response with just one click. This article will guide you th

• BigCommerce

  BigCommerce is a powerful eCommerce platform that provides your business with everything you need to sell online and do it well. The team at BigCommerce has made the process of designing your storefro

• Manually forward email to Help Scout

  Every now and then, you might get an email in your inbox that needs to be created as a conversation in Help Scout. Luckily, all you have to do is forward the email to your Help Scout mailbox, and we'l

• Snap Engage

  Snap Engage is a simple plug-and-play live chat you can embed on any website. For users, it integrates directly with your IM program of choice (Gtalk, Skype), meaning you can chat with customers from

• Migrating to Mailbox API 2.0

  The day is finally here! Mailbox API 2.0 is officially available for use. This guide covers all that you need to know about the new API and how to transition any existing integrations from our legacy

• How to forward conversations

  Forwarding a conversation is a handy way to converse with someone who does not have a Help Scout account. In this article Forwarding a conversation Keeping track of forwarded conve

• Asana (powered by Zapier)

  Manage your tasks and excel at customer relationships with this automation. Once set up, each time a new conversation is started in Help Scout, Zapier will create a new task in Asana. Now you can plan

• Data Export Options

  In this article In-app Export Options Additional Export Options In-app Export Options Reports Reporting data is available to be exported right from within Help Scout as ei

• Getting Started with Help Scout: Video Tour

  Take a look around... Get a guided tour of Help Scout and all it’s features in one of our video tours!  Introduction to Help Scout: Help Desk The introduction to Help Scout video

• When to set up a new mailbox

  Help Scout makes it easy for your team to manage all your shared email addresses (for example, marketing@domain.com, billing@domain.com, etc) from a single dashboard. Instead of hopping around from in

• Smooch

  Smooch is a messaging platform and provides a mobile software development kit (SDK) for in-app messaging, social integrations with Facebook Messenger and Twitter Direct Messages, or SMS messages using

• Kickstarter

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

• Talkdesk

  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 a

• Nicereply

  Nicereply is a simple tool for collecting satisfaction ratings from your customers. By embedding a ratings link into your signature, customers can rate each reply you send. Here's a snapshot of how it

• Infusionsoft (powered by Zapier)

  Reach out to new contacts immediately and create fast connections with this Infusionsoft to Help Scout automation. Once set up, each time a contact is assigned to a new group, Zapier will create a new

• Gather feedback with Satisfaction Ratings

  Customer satisfaction ratings allow your customers to rate your replies with just a click or two. This article is all about the Satisfaction Ratings feature in Help Scout. In this article 

• Manage multiple Docs sites

  You might want to create different Docs sites for each of your products or brands. This article talks about creating and managing multiple Docs sites. In this article What is multi-site

• Onboarding Your Team

  Once you’ve got your setup in Help Scout ready to go, it’s time to invite more users. Training new users is a snap! You can share these short videos to get your team up to speed on the basics

• Challenges with forwarding your personal address

  When you sign up for Help Scout, you're asked for an email address. This address is attached to your Help Scout profile. If your goal is to forward mail from that address into a Help Scout mailbox usi

• FollowUpThen

  FollowUpThen is a super simple email reminder service, and works wonderfully alongside Help Scout. All you need to do is add a specific FollowUpThen email address to the Cc or Bcc fields when replying

• Creating a mailbox auto reply

  Using an auto reply is a great way to let your customers know that you’ve received their message, and that someone will be in touch soon. This is all about how to create auto-replies. Note: Bra

• Manage legacy API keys

  Mailbox API 2.0 is here (huzzah!), and on June 6th, 2019, we’ll be shutting down the legacy Help Desk API. If you have any custom or 3rd party apps using these legacy API keys, they’ll no longer work

• Workflow conditions and actions

  Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). This article lists all available conditions and actions.  Workflow conditions

• FreshBooks

  FreshBooks is small business accounting software used by millions of people to send invoices, track time and capture expenses. Help Scout's app for FreshBooks brings the client data you need direct

• Log in to Help Scout

  There are a few different ways to log into Help Scout. This article covers each of those different methods. In this article Help Scout Account Google Apps Single Sign-On

• 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. Our referral program lets you refer Help Scout to others and, in return, you an

• How to reply and add notes to conversations

  Messages from your customers are called conversations in Help Scout. This article will quickly teach you how to perform basic conversation actions.   In this article Sending a reply to

• Enabling SSO with Onelogin as the Identity Provider

  In this article What is SSO? Setting up SSO with Onelogin What is SSO? Single sign-on (or SSO) is a way to authenticate and log-in to an application with just one set of

• Create 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 resp

• Connecting Facebook Messenger

  The Help Scout Smooch integration brings conversations from Facebook messenger right into your Help Scout Mailbox. When you reply, it replies back to your customer’s FB messenger. Shall we get

• Campaign Monitor

  Campaign Monitor makes it easy to attract new subscribers, send them beautiful email newsletters and see stunning reports on the results. It's also a great tool for agencies to manage and white-label

• How to host a stylesheet on Dropbox

  For the tech-savvy, Docs gives you the ability to specify an external stylesheet, which can be used to modify the design of your public website. This article shows you how to host that stylesheet on D

• About Waiting Since

  Waiting Since is designed to give you a quick and accurate read out of how long customers have been waiting for a reply. In most folders across the app, Waiting Since has replaced the Last Updated col

• PipelineDeals

  PipelineDeals is a web-based CRM that helps you track and organize all the deals in your sales pipeline. With PipelineDeals, you can organize the companies, people & deals - set goals, and easily coor