megachangelog
Feature

Copy Your Column Setup Across Views

You can now create your ideal column setup once and copy it to other Views, saving time on repeated organizational work.

Create your ideal setup once, then copy it to other Views to save time organizing columns. 🙌

New to column management? Check out this article for more info.

columnsviewsorganizationui

Source: original entry ↗

More from Help Scout

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Improvement

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.

uiconversationssidebarux
Feature

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.

companiesconversationsvisibilitysupport
Feature

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.

smstwiliochannelsintegrationscustomer-support
See all Help Scout changes →