Release Notes is our regular update that highlights the recent product improvements we’ve made, so you can easily stay up to date on what’s new. Here’s a roundup of everything we’ve released in the last couple of months.

No man is an island, and neither is Help Scout. This month we continued to beef up our integrations to keep your systems in sync and your teams on the same page. We’ve also added something you’ve been waiting for, or should we say, waiting since.

What's New 🚀

Waiting Since In Beta

Waiting Since

We’re working on something new in the queue to help you prioritize which conversation to tackle next. The new Waiting Since column lets you see at a glance how long customers have been waiting for a reply.

Whereas a follow-up message from the customer or an internal update would push a conversation to the top of the queue with Last Updated, Waiting Since means you’ll always get back to customers in the proper order. You’ll see Waiting Since replacing the Last Updated column in most folders soon.

Waiting Since

Want a bit more context than how long a conversation has been waiting? Simply hover over a conversation to see details about the last communication that was sent.

Cut the waiting short with Workflows

Waiting Since will also replace the Last Updated condition in new and edited workflows. With Waiting Since, time-based workflows that used to require 3-4 conditions should now require only one. Use Waiting Since to set reminders and take action on aging conversations.

Note: Existing workflows using the Last Updated condition will remain unchanged, and continue to operate normally. New workflows you create will use Waiting Since. If you edit a workflow to remove the Last Updated condition, it’s gone for good once the edits have been saved.


Waiting Since is in Beta now. Look for it in your account over the next few weeks!

Learn more about Waiting Since

Zapier integration update

Zapier screen

Sometimes it’s just as important to know what a conversation is about as who it’s assigned to. That’s why the Help Scout New Assigned Conversation Zap now also includes a body field with the latest available thread.

So, go ahead and Zap that new conversation assignment to your other systems and the message content will come along for the ride. 🚘

Where can you send conversations?

  • Your task management system — like Asana, Basecamp, Wrike — to make sure it gets done
  • Your CRM — like ProsperWorks, Close, Insightly — to have a record of the conversation or create a sales followup task
  • Anywhere else that Zapier supports

Connect your apps with Zapier

Olark integration update

Olark integration

Ever wonder what happens after a chat ends in Olark? We now save the Help Scout conversation URL to the original transcript in Olark. Just click on the conversation link in the Olark transcript to be taken to Help Scout and see what subsequent actions were taken from there.

Learn more about the integration

New look for the Notes editor

Notes editor

Everyone needs a makeover now and again. This month, it’s the Notes editor’s turn. With the new mustard-tinted font, there’s no mistaking that you’re writing an internal Note and not a customer-facing reply!

As an added bonus, if you find yourself in the wrong place, you can easily switch between the Notes and Reply editors without missing a beat!

Read more about the notes and reply editor

iOS updates

  • There’s an easy way to keep track of read messages: Opening a conversation will now mark notifications on that conversation as read in the web app.
  • If you’re using two-factor authentication, you’ll see more options when a backup phone is available.
  • You’re clearing out the queue. Dominating your day-to-day. Keep crushing it to see new congratulatory messages. 🌠

Android updates Coming Soon

  • Let your team know what you’re up to: Viewing conversations in the Android app now triggers the yellow real-time indicator in the web app, so everyone knows which conversation you’re currently viewing on the go.
  • Small helpful fix: Now you can reliably set a new assignee from the reply editor as you’re sending your response.

Customer Team Roundup 💪 ✨

Amanda Fong

Up this month: Customer Champion Amanda on what updates she’s excited about.

Favorite updates

Trello Powerup

New Help Scout Power-Up in Trello

Linking Help Scout conversations to Trello cards has just gotten even easier! There are two new ways to do that with the Help Scout Power-Up in Trello; you can now attach conversations by conversation number or by tag.

Gone are the days of copying and pasting conversation URLs onto a Trello card to keep your systems in sync. Just set up the Power-Up and tag a conversation to have it automatically tracked on the associated card!

Pro tip: Learn the keyboard shortcut for tagging conversations in Help Scout and work even faster! Hint: it starts with a “t.” 😉

Learn about the Power-Up

Customer phone numbers via Webhooks: What a difference this small update makes! Want to send Help Scout conversation and customer data to a script on your server or another system via a Webhook? Good news! Your customers’ phone numbers are now also included in the Webhook, saving you a few extra unnecessary calls (to the API)!

Learn more

In case you missed it

Jira integration Plus

See how Panorama Education uses the Help Scout Jira integration to make sure their Client Success, Product, and Engineering teams stay on the same page.


Jira is available on the Help Scout Plus plan, as well as with the Premium Integrations add-on to the Standard plan. Learn more or sign up for a free 90-day trial to give it a spin.

Connect Jira + Help Scout

Customer Spotlight

Thrive Causemetics

Thrive Causemetics offers luxury high-performance cosmetics. For every product you purchase, one is donated to a woman in need. Integrating with Drift has helped them improve their customer support during and after chat hours.

Here’s how Brendan Gardner-Young, ‎Program Manager at Thrive Causemetics, describes it:

Brendan Gardner-Young

The new Drift integration has been working great for us. The value we are getting in the integration so far has been the ability to answer after hour chats within our centralized Help inbox in Help Scout. The other major benefit we are starting to see is customers that have been reaching out via both email and chat. With the Drift integration, we are able to see previous chats and email to best help our customers. Our agents have a little extra context which always helps in assisting customers.

Connect Drift + Help Scout

Before you go…

Upcoming Events

So, You’re a New Admin

This is for you if …you have yet to master how to get the most out of your Help Scout setup. We’ll survey everything from organizing with tags to automating tasks with workflows, getting more actionable insights from your reports, and standing up a Docs site. Then we’ll send you home with resources so you can put it all into practice for your own team.

  • Wednesday, November 8th at 3 p.m. ET
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Deliver Exceptional Service During the Seasonal Rush

This is for you if …you are looking for strategies to up your service game this holiday season! Join customer service expert Adrian Swinscoe and Help Scout CEO Nick Francis as they discuss how to best prepare for and learn from big spikes in customer service volume.

  • Thursday, November 9th at 1 p.m. ET
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Support Driven Slack AMA

This is for you if …you’d like to share your experiences with other support professionals in the Support Driven community. We’re turning the tables this month, asking you what you’ve hacked in Help Scout to make your team more productive and your reports more actionable. We’ll be awarding swag to those with the best ideas and most innovative suggestions.

  • Wednesday, November 15th at 2 p.m. ET
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Nancy Baron

Nancy Baron

Nancy is a Product marketer and Help Scout alum.