Policies and Procedures

We’re committed to keeping your data secure, your private information private, and being transparent about our practices as a business.

Cookie Policy

If your browser is configured to accept cookies, we may collect non-personally identifiable information passively using “cookies” and “page tags”.

Last revised on September 10, 2020, effective as of September 10, 2020


What’s a cookie?

Cookies” are small text files that can be placed on your computer or mobile device in order to identify your Web browser and the activities of your computer on the Help Scout Service and other websites.

What’s a page tag?

Page tags,” also known as web beacons or gif tags, are a web technology used to help track website or email usage information, such as how many times a specific page or email has been viewed. Page tags are invisible to you, and any portion of the Help Scout Service, including advertisements, or e-mail sent on our behalf, may contain page tags.

Does Help Scout use cookies, and why?

Yes. We use cookies to personalize your experience on the Help Scout websites (such as dynamically generating content on webpages specifically designed for you), to assist you in using the Help Scout Service (such as saving time by not having to reenter your name each time you use the Help Scout Service), to allow us to statistically monitor how you are using the Help Scout Service so that we can improve our offerings, and to target certain advertisements to your browser which may be of interest to you or to determine the popularity of certain content. By using cookies and page tags together, we are able to improve the Help Scout Service and measure the effectiveness of our advertising and marketing campaigns.

Please be aware that this cookie policy does not govern the use of third-party websites or services or providers of third-party services.

Do I have to accept them?

You do not have to accept cookies to use the Help Scout Service. If you reject cookies, certain features or resources of the Help Scout websites may not work properly or at all and you may have a degraded experience.

Although most browsers are initially set to accept cookies, you can change your browser settings to notify you when you receive a cookie or to reject cookies generally. To learn more about how to control privacy settings and cookie management, click the link for your browser below.

To learn more about cookies; how to control, disable or delete them, please visit http://www.aboutcookies.org. Some third party advertising networks, like Google, allow you to opt out of or customize preferences associated with your internet browsing. For more information on how Google lets you customize these preferences, see their documentation.

All cookies, on our website and everywhere else on the web, fall into one of four categories:

  • Strictly Necessary
  • Performance
  • Functionality
  • Targeting/Advertising

List of cookies Help Scout uses on our website

Website NameCookiePurposeStorage DurationCategory
www.helpscout.comCapteraConversion tracking30 minTargeting / Advertising
secure.helpscout.net, www.helpscout.comDoubleclickRe-targeting, optimization, reporting and attribution of online advertising2 yearsTargeting / Advertising
secure.helpscout.net, www.helpscout.comFacebook (tr, _fbp)Advertising pixel for prospecting and retargeting180 daysTargeting / Advertising
secure.helpscout.net, www.helpscout.comLinkedin (_guid, bcookie)Advertising pixel for prospecting and retargeting2 yearsTargeting / Advertising
secure.helpscout.net, www.helpscout.comMetadata.ioAdvertising pixel on third party advertising network for prospecting and retargeting2 yearsTargeting / Advertising
secure.helpscout.net, www.helpscout.comHotjar (_hjid, _hj*)Collects information about how visitors use our sites1 yearFunctionality
All WebsitesGoogle Analytics (_ga)Collects information about how visitors use our sites2 yearsFunctionality
All WebsitesGoogle Optimize (_gaexp)Tracking for A/B testing3 monthsFunctionality
All WebsitesGoogle Analytics (_gat)Collects information about how visitors use our sites1 minFunctionality
All WebsitesGoogle Analytics (_gid)Collects information about how visitors use our sites24 hoursFunctionality
www.helpscout.comGoogle Analytics (_utma)Determines unique visitors and pageviews2 yearsFunctionality
www.helpscout.comGoogle Analytics (_utmb)Establishes and continues a user session30 minFunctionality
www.helpscout.comGoogle Analytics (_utmz)Stores the type of referral used by the visitor6 monthsFunctionality
All WebsitesHeap (_hp2_id.APP_ID)User cookie13 monthsFunctionality
All WebsitesHeap (_hp2_ses_props.APP_ID)Session properties cookie30 minFunctionality
All WebsitesHeap (_hp2_props.APP_ID)Event properties cookie13 monthsFunctionality
All WebsitesHeap (_hp2_hld.*)Used to determine which domain a cookie can be set onDoes not persistFunctionality
All WebsitesHelp Scout (_A_FirstTouchURL, _A_LastTouchURL, _A_source, _A_visits, firstTouchGA, ref_id, hs_type)Collects information about how visitors use our sites2 yearsFunctionality
secure.helpscout.netHelp Scout (2fa_)Keeps track of your two-factor authentication status30 minStrictly Neccessary
secure.helpscout.netHelp Scout (PHPSESSID)Login session ID allows you to have multiple browser windows logged in to your accountBrowser ClosedStrictly Neccessary
secure.helpscout.netHelp Scout (mhash)Security token that allows us to ensure your session hasn't been tampered with30 daysStrictly Neccessary
secure.helpscout.netHelp Scout (folder_sort)Allows us to remember what sorting options you have set, so when you return we can rebuild the same view(s)1 dayStrictly Neccessary
secure.helpscout.net, www.helpscout.comHelp Scout (hs_tvar)Tracking for A/B testing1 yearsFunctionality
www.helpscout.com, docs.helpscout.comHubSpot (__hssc)Email marketing and analytics tool30 minFunctionality
www.helpscout.com, docs.helpscout.comHubSpot (__hssrc)Email marketing and analytics toolnoneFunctionality
www.helpscout.com, docs.helpscout.comHubspot (__hstc)Email marketing and analytics tool2 yearsFunctionality
www.helpscout.com, docs.helpscout.comHubspot (hubspotutk)Email marketing and analytics tool10 yearsFunctionality
secure.helpscout.net, www.helpscout.comMixpanel (\_mixpanel, mp\_*)Event tracking to monitor behavior1 yearFunctionality
All WebsitesWistia (__distillery)Video Streaming1 yearFunctionality

Log files

We collect non-personal information through our Internet log files, which record data such as browser types, domain names, and other anonymous statistical data involving the use of the Help Scout services. This information may be used to analyze trends, to administer the Help Scout services, to monitor the use of the Help Scout services, and to gather general demographic information. We may link this information to personal information for these and other purposes such as personalizing your experience on the Help Scout services and evaluating the Help Scout services in general.