Here's what we found for workflows

53 articles found

• Get Started With Workflows

  Workflows in Help Scout are similar to Gmail filters or rules in other email clients. Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). In this

• 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

• 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

• 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

• Inbox Views to Replace Workflow Folders

  As a part of our overall improvements to Help Scout with Inbox 2, we're replacing workflow created folders with Inbox views. Inbox views allow you to sort and display conversations according to the

• Create a Smart Contact Form With Beacon

  Add custom fields to Beacon to offer your visitors a smarter contact form to touch base with you and set up automations based on the form selections. Custom fields is a feature available to Plus and

• 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

• Help Scout Hack Pack

  20 tips and tricks to bring next level skills to your Help Scout game We pride Help Scout on being intuitive and easy to learn, but there are a ton of useful tidbits hiding all over the app that can

• Keep Track of Aging Conversations

  Keeping track of aging conversations helps your team live up to your customer support goals, and helps your customers feel like they can trust you to get things done. While we don’t have an official

• Automate Your Inbox

  Many of us are being asked to do more with less, no matter what type of business we work in. Like those of you who work in e-commerce, customers might be buying from you in greater volumes than ever.

• Gather Feedback With Chat Satisfaction Ratings

  Chat satisfaction ratings allow your customers to rate their chat sessions with just a click or two right in Beacon. No follow-up replies needed! This article will show you what this looks like for

• When to Set up a New Inbox

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

• 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.

• An Admin's Guide to Help Scout

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

• 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

• Categorize Incoming Email

  Sometimes as people who work with customers, we may take one look at our inbox and instantly feel overwhelmed. Fifty new emails came in since the last time we looked and we have no idea what they

• 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

• 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

• 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

• AI Drafts

  NEW AI drafts allows your team to leverage the power of OpenAI's GPT-4 to generate replies to your customers in a draft state, learning from previous conversations and Docs articles in your Help

• 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

• Import Emails or Tickets Into Help Scout

  NEW Moving to Help Scout is now even easier than ever — we've partnered with Import2 to offer an easy way to import emails or tickets from a number of providers, allowing you to have quick and easy

• Connect ChannelReply With Help Scout for eBay, Amazon, Shopify, and Walmart Support

  ChannelReply is a messaging platform that helps you support all of your e-commerce customers right from Help Scout. ChannelReply delivers your eBay, Walmart, Shopify, and Amazon buyer messages into

• Move From Zendesk to Help Scout

  Help Scout's built in Import2 feature allows you to import your entire ticket history (and the customer profiles associated with those tickets) from Zendesk into Help Scout. Before you start an

• About the Waiting Sort

  The column Waiting in the folder views aims 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 is the default sort

• Forward Email Aliases to an Inbox

  An alias in Help Scout is any email address other than your custom address that automatically forwards messages to your Help Scout inbox. If you've got multiple addresses that auto-forward, you want

• Use FollowUpThen to Set Reminders

  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

• Guide to Switching Help Desks

  One does not simply wake up in the middle of the night and decide to switch help desks. It’s a process, and one that takes careful deliberation at that. Preparing to switch help desks happens well

• User Roles and Permissions

  Help Scout offers 4 different user roles: the Account Owner, Administrators, Users, and Light Users. Plus and Pro plans can also set custom permissions on individual Administrators and Users. This

• 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

• What's new with Inbox

  Overview As a continuation of some of the changes we revealed earlier this year with our new editor, we’re now also releasing a brand new Inbox experience! The new Inbox introduces an updated user

• Manage Help Scout Notifications

  In this article Enable or Disable Notifications Notification Station Email Notifications Browser Notifications Mobile Notifications Chat Notifications HIPAA Compliance & Notifications (Pro Plan Only)

• Contact-based Plans & Billing

  In November 2024, Help Scout launched new plans that bill for contacts instead of users (aka seats). All of the new plans include unlimited users. We have no plans to migrate current customers to the

• Work With Custom Fields

  Custom fields help you to categorize, prioritize, or further diagnose conversations based on the support needs for your product or service. Set fields to required so that reporting data is always

• 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

• 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. Use these views to organize and monitor the queue in the way that

• 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 and auto replies in your inbox. This article talks about how the Help Scout spam filter

• Add the Messenger Channel to Help Scout to Manage Facebook Conversations

  NEW Make meeting your customer where they are easier to manage — connect the new Messenger channel and bring the conversations customers start from your Facebook Page(s) into Help Scout. Your team

• Advanced Beacon Customization

  You can easily add Beacon to your website or web based app with the default embed code — all you have to do is copy and paste. That adds the widget to your page, you can adjust the basic look and

• Get Started With Messages

  Messages is a feature that allows you to surface targeted messaging when and where you want it. Messages can help you meet goals like increasing engagement with clients and customers, putting helpful

• Add the Instagram Channel to Help Scout to Manage Instagram Conversations

  NEW Make meeting your customer where they are easier to manage — connect the new Instagram channel and bring the conversations customers start from your Instagram Business Account(s) into Help Scout.

• Migrate Conversations From Another Help Scout Account

  NEW Moving conversations from one Help Scout account to another is just a few clicks away! We've partnered with Import2 to offer an easy way to copy conversations from one Help Scout account to

• 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

• Inbox 2 Migration

  Starting early November 2024, we will begin the migration from Legacy Mailbox to Inbox 2. While Legacy Mailbox has served us well for the past several years, we are excited for this next step in it's

• Manage Your Contact-based Plan

  Help Scout offers several different plans with different features and limits, allowing you to choose the plan that works best for your team's needs. Each plan has a number of contacts helped included

• Reports: All Channels

  The All Channels report is all about volume, but it also helps you get a handle on just how busy the help desk is. More importantly, you're able to really dive in to see what type of issues keep

• About Default Folder Views in Help Scout

  Each Help Scout Inbox has 5 built-in folder views that will always show, along with a few special folder views that will appear when you need them. In this article we'll explain what you see in each

• Work With Variables

  Help Scout variables are placeholders for generated customer, User, Inbox, and conversation data. Variables are defined using specific text between curly brackets and % signs. Each type of variable

• 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

• 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.