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253 articles found

• Domain Changes Needed to Continue Sending Emails From Help Scout Servers

  Overview In preparation for Google's upcoming email authentication changes, we've make some changes to how we verify and send emails. This will require updates to your domain's DNS records if your

• Follow a Conversation

  The Follow feature lets you subscribe to a conversation to keep tabs on all of its updates, and is available on the Standard and Plus plans. This article talks about how to follow or unfollow a

• September 2023 Legacy Plan Migration

  On September 6, 2023, we retired a group of legacy plans and moved customers to a currently offered Standard or Plus plan. If you're still on a legacy plan after the migration, on the Your Plan page

• PipelineDeals

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

• Connect Slack With Help Scout to Get Notifications in 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

• Create a Banner Message

  Use a banner Message to get your customers' attention with a quick note or alert and a call to action across the top of your site or web-based app, above your regular content. Greet your customers by

• Changes to SPF Requirements With Help Scout

  Prior to 2024, to send using Help Scout servers from your custom email address, creating an SPF (sender policy framework) record was necessary for email authentication. This is no longer needed;

• DMARC and Help Scout

  DMARC is an email authentication standard that's used to help protect a domain from fraudulent email. A DMARC policy helps prevent spam or "spoof" emails that appear to be coming from your domain by

• Move Conversations to Different Inboxes

  Moving conversations from one Inbox to another is helpful if a customer accidentally emailed the wrong inbox address, or if you're just passing the conversation over to a team member who works in a

• Create and Manage User Accounts

  Users are members of your organization or team who have access to Help Scout. Account Owners and Administrators can create and manage all aspects of a user account. This article will cover all of the

• Auto-forward Google Workspace Aliases to Help Scout

  If you are using aliases (alternate email addresses) at Google Workspace to handle your group email addresses, you can split the email sent to each alias into different inboxes at Help Scout using

• Create a Standard Message

  You can get really creative and specific with Messages in terms of who sees what Message when. There are many options to explore — get creative and experiment! If you're looking for ideas on other

• 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 most

• Consolidate Multiple Inboxes

  If you created 2 or more Help Scout Inboxes, but have decided that consolidating a couple of them (or all of them) into a single Inbox makes more sense for your team's flow, you can use Workflows to

• Report on Custom Fields

  Custom fields data is integrated with Help Scout's built in reports, allowing you to get a quick view of the data, or filter your reports based on specific fields. Reporting on custom fields requires

• Create and Manage Tags

  Use tags in Help Scout for an easy way to add context to a message or keep track of certain topics in your Inbox. This article shows you how to add and manage tags. In this article Create Tags and

• Assign Conversations

  Assigning conversations lets you give Users ownership of conversations within Help Scout, and easy access to see all that others are working on at any given moment. This article is all about

• Move Between Conversations With Redirect Options

  Redirect options in Help Scout refer to deciding where you land next after you have taken action on a conversation. Each Help Scout user can choose a different redirect option manually each time they

• About Chat Notifications

  Notifications help you stay on top of new chats as you continue your work in other areas of Help Scout. In this article In-app Notifications Browser Notifications Sound Notification Troubleshooting

• Prevent Duplicate Replies With Collision Detection

  Have you ever had two people respond to an email at the same time? That's definitely not a good look, and it means your team is doing extra work. In Help Scout, Collision Detection steps in if

• Use HTML in the Docs Editor

  Our new Docs editor allows your team to make beautiful Docs articles without needing to work with HTML. We know that some of you are really comfortable with HTML and want to take on creating some

• Docs Branding Examples

  Help Scout Docs sites can be customized to fit your brand and voice seamlessly. Below are some of the most creative examples of what's possible that we've seen, and we hope they inspire you when

• Custom JavaScript in Docs

  Sometimes you may want to use JavaScript to customize your docs site. While we don't generally recommend this (and can't promise you won't break the page by doing so), if you're set on modifying the

• Create and Manage Docs Redirects

  A redirect is a way to send both visitors and search engines to a different URL from the one they originally requested. This might be another URL in your Docs site, or another address on the web.

• Host a Docs Stylesheet on Dropbox

  Docs gives you the ability to specify an external stylesheet, which can be used to modify the design of your public website. Check out Customize Your Docs Site for more information on how to set your

• Manual Workflows

  Manual workflows allow you to execute multiple actions on a conversation in just a couple of clicks. This can save your team time as well as ensure consistency across the team. If you're just getting

• How to use a Retina-friendly logo

  All Docs icons are already optimized for hi-resolution (aka "retina") displays. However, the logo is a bit more tricky. The logo uploaded in your Docs site Public Website Settings will be a little

• Create a Microsurvey Message

  Messages offers the option to conduct customer-engaging microsurveys wherever you've installed your Beacon. From a quick thumbs up or thumbs down poll, multiple options to choose from, or even free

• How to Fix Failed Searches

  When you see failed searches in your Docs report, it means people are searching for terms that don't match any articles. Use this metric to improve your Docs search and content. For more on the Docs

• Create CNAME Records at Cloudflare to Work With Help Scout

  There are two instances in setting up Help Scout that you will need to create CNAME records at your DNS hosting provider: if you choose to set up DKIM to help with email deliverability and if you

• Create a Modal Message

  NEW A modal Message will show over your regular site or web-based app's content, allowing you to place a notice front and center that has to be clicked or dismissed to continue. Use a modal Message

• Auto-forward From a Google Workspace Group

  If you already have a Google Workspace (formerly known as G Suite) Group you've been using, you will need to add your Help Scout email address as a member of the group and you may need to adjust some

• Set Company Office Hours

  If you occasionally close up shop, then you might want to set your company's Office Hours in Help Scout. That way you can review data and automatically respond to customers based on the times you're

• Mobile notifications

  Mobile notifications are helpful for keeping tabs on conversation updates while you're on the go. This article is all about how to set up and manage your mobile notifications in both the iOS and

• 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 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

• Auto-forwarding From Namecheap to Help Scout

  1 First things first: Make sure you have your Help Scout email address ready. Check out Find Your Help Scout Email Address if you don't know it. 2 From your Namecheap dashboard, click on Domain List

• Customize Basic and Advanced Beacon Settings

  From the Customize tab, you can change some basic Beacon settings, or update a few advanced settings to get the look and feel of your Beacon just right. Let’s take a closer look at these settings.

• Log in to Help Scout

  Head to https://secure.helpscout.net/members/login/ to log in to Help Scout. How you sign in from there might be different depending on your settings, and we'll cover all of the options here. In this

• Use Views to Filter Reporting Data

  Views are a simple and efficient way for you to filter conversation data within the reports built in to Help Scout. In most reports, you can choose to filter data by inbox, tag, folder, and/or custom

• Use an Outlook Redirect Rule to Redirect Email to Help Scout

  This article describes how to create a redirect rule in Outlook to move your email into Help Scout. Note that this is different than a forwarding rule in Outlook. The redirect rule ensures that Help

• Messages Use Cases and Scenarios

  Head over to Explore Messages for links to some ideas on how to use Messages.

• Beacon Embedded Articles

  Embedded Articles allow you to open a Docs Article via any link or button in your web-based app or website, where ever you may need it. There are four different attributes you can choose from to open

• Control Access to a Docs Site With Restricted Docs

  NEW There are many reasons you might want to have a Docs site that isn't open to the public, but is viewable by the people you choose to let in. The new restricted Docs feature introduces the option

• About the Recently Deleted View

  Conversations deleted by a Help Scout user are still accessible via the Recently Deleted view for 15 days, unless manually purged. This allows you to quickly and easily restore a conversation that

• Session Management

  Session management allows you to manage the devices that are currently logged in to your Help Scout account and Help Scout administrators to manage all users' sessions. Click your avatar or initials

• Add Analytics Code to Track Docs Visitors

  Web analytics show you a custom view of what's happening on your Docs site. It's helpful if you're wanting to track data such as page views, bounce rates, or the geographical location of your

• Use a Redirect Rule at Amazon WorkMail

  This article describes how to create a redirect rule in the Amazon WorkMail Web Application to move your email into Help Scout. Note that this is different than a forwarding rule in Amazon WorkMail.

• Use @mentions in Notes

  The @mentions feature allows you to ping another User or Team in a note on a conversation and send them a notification without having to assign it to them. This article is all about how @mentions

• Cancel Your Help Scout Account

  We're sorry to see you go! Only the account owner can cancel the account, and if you're sure you want to cancel, please remember that there's no turning back — the account will be terminated