Remember the productivity-boosting Jira integration we announced last month? It’s here! Joining the I’m-ready-to-get-more-done category is the introduction of Reports Export to Excel or CSV, search functionality for Saved Replies, and new features on Beacon.
What's New 🚀
Now you can link issues from popular-issue-tracker Jira to any Help Scout conversation. By integrating, you can manage issues, view details of any Jira issue quickly, and boost productivity — from a single platform.
We promise that “boost your productivity” is more than just a fun phrase to write. Mat Patterson, Help Scout’s Customer Service Evangelist, explains how the Jira integration helps you ship better features, faster:
“For your product teams, integrating support with Jira means a clearer picture of the customer experience and faster, smarter decisions about where to focus effort.”
If you’re on the Plus plan:
You’re all set! Head on over to the Jira app to get started. 🎉
If you’re not on the Plus plan:
You can still take Jira integration for a test drive. No commitments, no surprises — just room for you to see how integrating with Jira can boost productivity and make life easier.
Export Reporting Data to Excel or CSV
Help Scout’s built-in reports provide great insights, but what if you need more? With Reports Export, you can get access to the raw data, so you can perform your own analysis and create custom reports. Report export is available for the Conversations, Productivity, Team/User, and Happiness reports.
While you can’t be in more than one place at one time (and we’ve tried), there is a way to provide contextual help without requiring your customers to ever leave the page. Enter: Beacon.
Beacon integrates directly with your Docs knowledge base, making it possible for you to answer questions instantly, which means fewer messages and less strain on your support team.
This month, the on-site self-service goes a step further with the latest Beacon updates. You can now:
- Create an article link on your website that dynamically opens up an article
- Include Docs articles from a single collection rather than the entire site, using the new
- Pre-populate the Subject and/or Topic with the
- Further customize Beacon to feel like a true site extension: Position Beacon on the left instead of the right side of your page, with the
Plus, 10 other small improvements and bug fixes! In the spirit of March Madness, think of it as The Beacon Elite Eight (…plus two)
Already using Beacon? Here’s what's changing:
Search Your Saved Replies
You know those times when you could have sworn you answered a similar question before, but you can’t find it? Or that time when you could have sworn you saved a reply, but you have to scroll through your list to access it?
Now you can respond even faster with the new Search bar in Saved Replies. If you have 15 articles or more, this handy tool lets you narrow down results by phrase.
Polishes & fixes ✨
Managing conversations on-the-go is even easier
- Delete a conversation from the conversation detail screen
- Get support for unconfirmed mailboxes
- We’ve removed a screen blur when the app is pushed to the background. Have 20/20 vision of your mailboxes — even behind-the-screens
- Squashed bugs: Replying from a notification was dropping off an assignee. All fixed now!
In case you missed it 🔔
Terms of Service and Privacy Update
We love to hear how our customers are using Help Scout. ❤ This month, we’re shining the spotlight on two stories:
Online marketing firm SpotOn used Help Scout to formalize support while growing a team of 3 to 30, without compromising the quality of service.