Table of Contents
1. Introduction
2. Getting Started with Help Scout
3. Navigating the Help Scout Inbox
4. Creating Internal Messages
5. Replying to Customers
6. Using the Search Bar and Toolbar
7. Switching to the New Inbox
8. Exploring the New Help Scout Inbox
9. Accessing Saved Replies and Knowledge Base Articles
10. Managing Message Status and Assignments
11. Switching Back to the Legacy Mailbox
Introduction
In this article, we will explore the features and functionalities of Help Scout, a powerful customer support tool. Whether you're new to Help Scout or looking to transition to the new inbox, this guide will provide you with a comprehensive overview of its capabilities. From navigating the interface to managing messages and utilizing time-saving features, we'll cover everything you need to know to make the most of Help Scout. So let's dive in and discover how Help Scout can streamline your customer service workflow.
1. Getting Started with Help Scout
🔹 What is Help Scout?
Help Scout is a customer support platform that allows businesses to efficiently manage their customer interactions. It provides a centralized inbox, collaboration tools, and automation features to enhance customer service.
🔹 Signing up for Help Scout
To get started with Help Scout, visit the referral link digital success.linkel Scout and sign up for a free trial. No credit card is required, and you'll receive a $50 discount when you upgrade to a paid plan.
2. Navigating the Help Scout Inbox
🔹 Understanding the Help Scout Inbox
The Help Scout inbox is where you'll manage all your customer conversations. It allows you to view, reply to, and organize messages in a user-friendly interface.
🔹 Switching to the New Inbox
Help Scout has introduced a new inbox with enhanced features and a sleek design. To switch to the new inbox, click on your profile image and toggle the switch to try the new inbox.
3. Creating Internal Messages
🔹 Using the Note Button
The note button, represented by a pencil icon, enables you to create internal messages visible only to your team members. It's a convenient way to communicate and collaborate on resolving customer issues.
4. Replying to Customers
🔹 Reply Button and Message Editor
To reply to a customer, simply click on the reply button or the arrow icon. This opens up the message editor, where you can compose your response.
🔹 Accessing Saved Replies
Help Scout allows you to save and reuse common responses with its saved replies feature. Click on the plus button or press the forward slash key to access the elements box, where you'll find the saved replies option.
5. Using the Search Bar and Toolbar
🔹 Search Bar Functionality
The search bar in Help Scout enables you to find specific messages, saved replies, or knowledge base articles. It's a powerful tool for quickly retrieving relevant information.
🔹 Toolbar Features
The toolbar provides access to various functions, including saved replies, image management, and help documentation search. It offers a range of options to enhance your message composition.
6. Switching to the New Inbox
🔹 Exploring the New Help Scout Inbox
The new Help Scout inbox features a dark background and a streamlined navigation menu. It offers a refreshed interface for improved usability and aesthetics.
7. Accessing Saved Replies and Knowledge Base Articles
🔹 Elements Box
In the new inbox, the elements box replaces the search bar and toolbar. It provides easy access to saved replies, knowledge base articles, images, and attachments.
🔹 Utilizing Saved Replies
Saved replies can be previewed and inserted into your message with a simple click. They offer a time-saving solution for frequently used responses.
8. Managing Message Status and Assignments
🔹 Message Status
Help Scout categorizes messages as active or pending. Active messages are currently being worked on, while pending messages are awaiting a response or resolution.
🔹 Assigning Messages
You can assign messages to specific team members for efficient task management. Assignments ensure clear ownership and accountability.
9. Switching Back to the Legacy Mailbox
🔹 Returning to the Legacy Mailbox
If you prefer the previous version of Help Scout, you can switch back to the legacy mailbox. Click on your profile image and select the option to return to the legacy mailbox.
Conclusion
Help Scout offers a comprehensive solution for managing customer support interactions. From its intuitive inbox to time-saving features like saved replies, Help Scout empowers businesses to deliver exceptional customer service. Whether you choose to stick with the legacy mailbox or embrace the new inbox, Help Scout provides the tools you need to streamline your customer support workflow.
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**Highlights:**
- Help Scout is a powerful customer support platform that streamlines interactions.
- The new Help Scout inbox offers enhanced features and a sleek design.
- Creating internal messages with the note button facilitates team collaboration.
- Replying to customers is made easy with the reply button and message editor.
- The search bar and toolbar provide quick access to saved replies and other resources.
- The elements box in the new inbox centralizes various functions for efficient message composition.
- Managing message status and assignments ensures effective task management.
- Help Scout allows users to switch between the new inbox and the legacy mailbox based on their preferences.
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**FAQ:**
Q: How can I switch between the new Help Scout inbox and the legacy mailbox?
A: To switch between the two versions, click on your profile image and toggle the switch accordingly.
Q: Can I save and reuse common responses in Help Scout?
A: Yes, Help Scout offers a saved replies feature that allows you to save and insert frequently used responses.
Q: How can I access knowledge base articles in Help Scout?
A: In
