Help Scout

Read at your own risk. Then tell us yours. Four words, go!👇

Our CPO, Scott Rocher, on why we built Topics into Help Scout. 💙 Keeping conversations organized shouldn’t depend on everyone remembering to tag things the same way, every time. Topics uses AI to identify what customers are reaching out about automatically, so patterns across your Inbox are easier to see. Learn more here: https://bit.ly/4yQX0d3

Your Inbox does a lot these days. Finding what you need shouldn't feel like a scavenger hunt. So we redesigned the Conversation Sidebar in Help Scout. The details that shape every reply now live in one place: → Conversation status, assignment, and SLAs → Customer history → Company information That means fewer screens, no tool-switching, and answers that are more accurate and more relevant to the person you're helping. 💙

From "boo" to "bye" What are you ghosting this season? 👻

A customer relationship is bigger than any one conversation. Now you can see all of it. Alison Groves our Customer Education Lead, walks through Company Profile, where support metrics, conversation trends, and recent activity for a whole account live in one view. Less time gathering context. More time actually helping. See everything in our seasonal release: https://bit.ly/4yQX0d3

If you work in support, you know the job has never been just about answering tickets. Every conversation teaches you something about a customer. Enough of them teach you something about your product. The work happens one conversation at a time, but the value compounds. That idea has been shaping how we think about Help Scout. Thialé Diop walks through how the product is evolving around the way support teams already work, now across four parts: Inbox, Copilot, Agent, and Signal. See what's new on our updated website 👇 https://bit.ly/4hGhFtz

Up close, a conversation can look small. One email. One question. One person on the other side of the screen, hoping someone's listening. But that one conversation is never really alone. Step back and patterns start to emerge. The picture gets sharper. Clearer. Deeper. Thousands of small moments start to show you what your customers are struggling with, what they'll need next, and who they really are. We believe that's what great support should feel like: every conversation turning into real understanding, so customers feel known and not just helped. 💙 That belief is at the heart of our new website, and it's live today. It was shaped by a lot of listening and brought to life by a team that cared about every word and every pixel. Come see the bigger picture 👉 https://bit.ly/4yrA3NX

"We'll get back to you soon" is a promise. SLAs make it one you can actually keep.👇 K'Shelle Waller Sr. Product Manager at Help Scout, breaks down how SLAs in Help Scout give your team clear response-time targets and let you see which conversations are close to missing one before a customer notices. The goal isn't to push your team to move faster. It's to help them focus on the right conversations at the right time, so nothing sits in the queue longer than it should.

SLAs, Company Profile, and more: this seasonal release is packed. 💙 Scott's recap covers the whole season of launches, and each one was built to make support teams' days a little easier. If you missed any of it, here's where to start: https://bit.ly/4yQX0d3

What’s new in Help Scout this fall? Hear it from our Product Marketing Manager, Thialé Diop first! 👇 Explore From Conversations to Context → https://bit.ly/4yQX0d3