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222 articles found

• Homepage layout options

  When it comes to your Docs site, there are two different options for setting up the layout of your home page: Most Popular Articles or Categories. Each have their own unique look and advantages, and c

• Trello (powered by Zapier)

  Keep your conversations organized and make it easier to follow up with customers with this Help Scout to Trello automation. Once set up, every time a new conversation is assigned in Help Scout,  Zapie

• 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

• 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

• Edit threads and notes

  Most threads in Help Scout have three little vertical dots to the right of the timestamp (see below). This dropdown contains a few nifty actions you can perform. Here's what you can do: Edit a

• Forward from Outlook.com

  1 First things first! Open up your mailbox in Help Scout, click on the gear icon in the lower left-hand corner, and select Connection Settings from the dropdown menu. 2

• 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 Docs Settings

  Basic Docs Settings From the Docs tab, you can toggle Docs search on or off. When Docs is disabled, customers are presented with a contact form to get in touch. When Docs is enabled, they c

• 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

• Pipedrive

  Pipedrive is a web-based CRM that helps you track the progress and details of all the deals in your sales pipeline. You can use and customize Pipedrive to monitor the activities planned to help close

• Manage collections and categories

  This article will help you understand the basic organizational structure within Docs. You'll also learn how to manage collections and categories. In this article What are Collections a

• How to find headers in Google Groups

  If you're using a Google Apps Group (Apps for Work or Business) to catch and forward messages to your Help Scout mailbox, it may be necessary to troubleshoot message delivery issues from time to time.

• 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

• Create a New Beacon

  Create a New Beacon Only Administrators can create Beacons. To create or edit a Beacon, head over to Manage → Beacons, then click on the New Beacon button. Give the Beacon a name. If yo

• Docs API

  The full Help Scout Docs API documentation can be found here: https://developer.helpscout.com/docs-api/. Please check out our developer documentation for complete information, but the Docs API covers:

• 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 hand

• 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

• 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

• Prevent duplicate replies with Traffic Cop

  Have you ever had two people respond to an email at the same time? That's a real pain, no doubt. Traffic Cop steps in if someone else updates the conversation while a User is replying. In other words,

• 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

• Docs and search engines

  Crawling Docs content If your Docs site is public, search engines can (and will) index your articles. If you'd prefer to keep your Docs content out of public search results, add this bit of code to

• About the Options Menu

  The Options Menu contains a few productivity features to help you work through chat requests. Let’s take a closer look at each option. The Saved Reply and Insert a GIF options are not available yet. 

• 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

• Infusionsoft

  Infusionsoft is a popular small business CRM tool that allows users to organize contacts, automate marketing and manage eCommerce inventories all in one place. Help Scout's app for Infusionsoft bri

• Understand drafts and revisions

  This article will help you understand how drafts and revisions work in Docs. In this article Working with drafts Preview article changes Working with revisions Workin

• 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

• End a Live Chat

  What happens when a chat ends? When a live chat ends, two key things happen:  Help Scout creates a conversation in the mailbox, which includes the full chat transcript, and summary

• 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

• Creating Docs redirects

  A redirect is a way to send both customers and search engines to a different URL from the one they originally requested. This article talks about creating 301 redirects in Help Scout Docs.  In t

• 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

• Send article links via the Docs search bar

  The Docs search bar is a nifty tool that will help you quickly locate, review, and link articles to a customer while working in a conversation. This article talks about working with the Docs search ba

• 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

• Add responsive video to an article

  Video is a great way to help customers understand your product. Since the design for Docs is optimized for all device sizes out of the box (mobile, tablet, desktop), we need to make sure video embeds

• Browse private collections and articles

  Sometimes you just want to have some private Docs stashed away for your teammates' eyes only. This article is all about private collections and how helpful they can be.  In this article

• 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

• Managing Help Scout notifications

  In this article Enabling & disabling notifications Email notifications Browser notifications Mobile notifications Notification station HIPAA Compliance & Notificatio

• Email commands

  Email commands allow you to update Help Scout conversations via your email client. These commands can only be used when replying to an email notification or when forwarding a message manually to Help

• Move between conversations with redirect options

  Action buttons in Help Scout contain a linked dropdown menu with various redirect options. These options allow the User to specify where they'll be redirected (in Help Scout) after updating the conver

• Transfer Account Ownership

  When you first sign up for Help Scout, your User account is automatically assigned the account owner role. As the account owner, you're the only one with access to subscription information, and the on

• How to consolidate mailboxes

  You may run into instances where combining two mailboxes just makes sense workflow-wise or to simply tidy up your dashboard. This article is all about how to consolidate mailboxes in your account.

• 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

• Using DMARC to help with email delivery

  DMARC is an email authentication standard that's used to help protect a domain from fraudulent email. Along with DKIM and SPF records, DMARC helps prevent spam or "spoof" emails coming from your domai

• Create and publish a new article

  Articles are key to the structure of your Docs site. This article is all about how to create a brand new article in Docs. 1 Open up a collection. Once there, select the New

• Change User roles and mailbox permissions

  Occasionally, you may need to change up some of your Users' roles or their permission sets to give them access to more or less settings and features. This article is all about User roles and mailbox p

• 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

• Manage spam and unwanted email

  Help Scout has its own built-in spam filter to save you the headache of having to sift through spammy emails in your mailbox. This article talks about how the Help Scout spam filter works.  In t

• 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

• Using @mentions in notes

  The @mentions features allow you to ping another User or team in a note to direct their attention to a conversation without having to assign it to them. This article is all about how @mentions work. 

• Drift

  When integrated with Help Scout, you can have all your Drift conversations sync with Help Scout. When a chat is completed, Drift sends it to the customer's history in Help Scout. When someone sends an

• Popular Docs styling tricks

  Docs can be completely customized using CSS, but if you haven't spent much time designing websites, CSS can feel intimidating to start Here are some easy copy+paste CSS examples for some of the m