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282 articles found

  • 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

  • AI Drafts Pricing and Billing

    AI Drafts — our new feature that allows you leverage the power of AI to generate drafts — is available for all current plans. Note that this article applies to user-based billing plans only. AI

  • 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

  • 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

  • Beacon + Docs

    A knowledge base is a collection of helpful articles, guides, and FAQs designed to give customers the answers they need—without having to reach out to support. It acts as a self-service hub where

  • 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

  • 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

  • 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

  • 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

  • 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,

  • 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

  • Understand Conversation Icons and Colors

    Pictures are worth a thousand words they say, and Help Scout uses icons and colors to give you a lot of information in a quick glance. Here we'll break down the icons and colors that you'll see in a

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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.

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • Help Scout's Inbox 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.

  • 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,

  • 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

  • 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.

  • 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

  • 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.

  • 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

  • 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

  • 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

  • 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, 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

  • 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

  • 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

  • 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

  • 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

  • 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 a New Beacon

    Beacon, our dynamic corner widget, seamlessly integrates live chat, AI Answers, Docs help, and proactive Messages — all in one convenient location! With no limits on the number of Beacons you can

  • 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

  • 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

  • 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

  • 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

  • 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