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253 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

• 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

• 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

• 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

• Manage Company Settings

  Settings that will apply to your entire Help Scout account are found under the Company Settings. Only Help Scout Account Owners and Administrators have access to change these settings. In this

• Reports: Email

  Our Email report measures efficiency working with email conversations. You'll be able to keep track of how your team is performing in terms of time spent addressing and responding to conversations.

• About Annual Payments

  Whether you're on the Standard or Plus plan, you can choose to make an annual payment which gives you a discount on the per User per month cost. This article will explain everything about annual

• Style Your Message

  Messages, the proactive messaging feature built into Beacon, offers a number of formatting and style options so you can get creative and really catch some eyes! Add a video or image, format the text

• 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

• Help Scout's Mailbox API, Docs API, Beacon JavaScript, Apps, and Open Source Tools

  Help Scout offers many integrations right out of the box, but there are lots of other apps out there in the world that you might want to connect — maybe even some your team has built for yourselves.

• 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

• How Chat Assignments Work

  You might want to assign a chat to another team member if you need help, or if you’re done chatting for the moment. To assign a chat, click the Assignee icon, then select a new assignee. You can

• Google and Yahoo Email Authentication Requirements

  Google and Yahoo will soon be requiring that all email sent to recipients using their email services — anyone using Google Workspace, Gmail, or Yahoo Mail — passes standard email authentication. If

• 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

• 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

• Respond to Email Notifications to Take Action in Help Scout

  Email notifications can keep you up-to-date with what's happening in Help Scout, even when you're not actively logged in to the app! This article explains how our email notifications work and what

• Messages Actions, Events, Audience, and Schedule

  Messages Actions are the call to action you want to display to your visitor. Events define when to show the Message to your visitor. The Audience lets you control who sees the Message. Schedule

• 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 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

• Troubleshooting Conversations in Needs Attention and Bounces

  In email-speak, a bounce happens when your recipient's server rejects your email — meaning the email you sent to your customer won't make it to your customer. There are 2 ways you might be alerted to

• 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.

• 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

• 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

• 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

• 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

• 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

• 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

• Google Workspace Integration for Google Single Sign-on (SSO)

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

• 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

• 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

• 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

• 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 Condition

• 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

• 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

• Use Your Own Custom Domain With Docs

  Your Docs site comes with its own URL that's your Sub-domain at helpscoutdocs.com. By default, your first Docs site's Sub-domain is your company name, and company-name.helpscoutdocs.com the address

• 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

• 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

• Get Started with Live Chat

  It's just a few steps to get things set to start taking your first live chats through Beacon! In this article Enable Chat in Beacon Set Yourself Available Enable Chat in Beacon When you're ready to

• 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

• 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

• 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

• 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.

• Translate Beacon Words and Phrases

  Visit the Translate tab to customize all of the labels your customers see in your Beacon. You can choose to translate the text into a different language or customize the English text to reflect 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

• 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

• 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.

• Legacy Plan Changes

  We work hard to make sure that Help Scout gets better every day, bringing you new features, improvements, and products. As Help Scout evolves, the plans and pricing we offer do as well. We’ve created

• Use DKIM to Help With Email Delivery

  DKIM stands for DomainKeys Identified Mail. DKIM allows the receiving email server to verify the authenticity of messages sent from your domain, which can help your emails to make it through spam

• 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

• Help Scout Uptime

  Over the last 12 months, Help Scout has been online 99.99% of the time. Our goal is 100% uptime, but when unexpected problems occur, Help Scout may be unavailable. This article talks about how we