Bring Company-Wide Support Into View
Help Scout now provides a unified view of all support conversations from a single company across multiple contacts, so teams can see the complete picture of issues including billing questions from Finance and product issues from other departments.
If you support companies with multiple contacts, no one person has a complete view of what their company has raised with your team. A billing question might come from Finance, a product issue from an end user, and an access request from an admin, with each conversation living in a different inbox.
Customer Portal gives customers a secure website where they can see those support conversations together. You can give selected contacts visibility into their company’s support history, so they can see what colleagues have already raised, check for new responses, and understand what’s still in progress. Contacts can also view and reply to conversations they started themselves.
Customer Portal is available on Plus and Pro. Customers sign in with a six-digit verification code, with no password required. Ready to get started? Go to Manage → Customer Portal to set up access.
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Conversation Sidebar Redesign for Better Customer Context
The Conversation Sidebar was redesigned to make customer context easier to access. Conversation details like status, assignee, SLA, Topics, and Sentiment are now displayed alongside customer information for quick reference.
Support customers over text with Twilio SMS
Help Scout now integrates with Twilio to enable two-way SMS conversations. Users can connect their Twilio number and manage SMS exchanges directly from the shared inbox alongside email, chat, and social channels.
Give Every Inbox Its Own Schedule
Help Scout now allows you to set office hours for each inbox individually instead of a single company-wide schedule, enabling better support for teams across multiple time zones or departments with different working hours.