Serve up instant answers with in-page article links
Offer help to your visitors right where they need it using Beacon’s new in-page links. These are triggered by a text link, button or image, and allow you to display the help document of your choice in one of four different formats. They’re perfect for explaining terminology, illustrating common processes or adding background information without taking people away from their task!
Holding on longer to email headers
Viewing the original content and headers of emails in your queue helps diagnose issues and track down useful details. In the past, that data would disappear 60 days after an email arrived. Now, for any emails received after April 19, 2019, we’ll be storing that data for a full two years. Thanks to everyone who shared their feedback on this issue!
New this month in Mailbox API 2.0
- Users endpoint now includes the User’s Mention name and initials.
- When you use Create Conversation, the response now includes a new Web Location header which gives you the Help Scout URL to that newly created conversation.
- Two new endpoints for Teams: List Teams and List Team Members.
Visit our Mailbox API changelog for the full rundown of improvements.
New App: Heymarket
Receive and respond to SMS text messages from your customers directly in your inbox with Heymarket’s new Help Scout integration. Incoming text messages will sync to existing contacts in your Help Scout account by phone number, or create a new one automatically.
Beacon gets some mobile options
If you find the normal Beacon button a little too much on a small mobile screen, we’ve got two new mobile-specific configuration choices for you: Hide the button text, or hide the entire Beacon button and give back some screen real estate to your mobile visitors. Your Beacon can still pop into action whenever needed!
… and a whole lot more!
- SEO: When your Docs articles turn up in Google searches, they’ll now include breadcrumbs showing where the article sits in your Docs hierarchy.
- Reports: We’ve returned the Closed metric to your Company report (thanks to everyone who provided feedback there).
- Quality: More than 60 additional tweaks were made and bugs were squished across all our apps.
Customer Team Roundup 💪✨
In support, little things can make a big difference — even seemingly small changes can save your whole team some precious time. In this section, we highlight the maybe-overlooked (but very powerful!) changes that are making our own customer champions cheer.
Up this month: Javier, writing in from London
While Help Scout is designed to be easy to learn and use right away, a guiding hand can still sometimes help you understand the big picture, and pick up the skills you need to master the tool.
That’s where our live classes come in! Alison, Chanita and I deliver two one-hour sessions per week, during which we’ll walk you through how to get the most out of Help Scout. We cover how to set up your Mailboxes, Docs, and Beacon. We dive deep into setting up Workflows and take a closer look at reporting. There’s a live Q&A at the end, so you’ll get answers to any questions you still have, and learn from what others ask alongside you.
If the current offerings don’t match your availability in your time zone, don’t worry — you can check out the pre-recorded version right here that’s equally as educational and fun!
Check out the link at the bottom of this post for more details. I can’t wait to show you some cool stuff in the weeks ahead.