Help Scout
A shared support inbox and knowledge base for connected channels, owned conversations, office-hour replies, and reusable answers.
Find a practice for your job below. See when this tool helps and what to check before using it.
Visit the official siteBest fit
Where it can help
- Bringing supported customer channels into one reviewable inbox.
- Publishing support expectations and after-hours acknowledgements.
- Separating customer replies from internal investigation notes.
- Reviewing knowledge-base searches, article use, and ratings.
Limitations
What to check first
- Channel, view, report, and office-hour features vary by plan and configuration.
- Forwarding and notifications need end-to-end tests and a documented fallback.
- Auto replies cannot judge urgency or promise a resolution.
- AIWorkDex does not receive inbox data. Restrict access and apply the organisation’s retention rules.
Pricing context
Check current prices and terms
Plans and channel availability change. Check current official pricing and limits.
Practices using this Tool
See how to use it
Customer Support
Reuse, improve, or create a support article from a resolved case
Turn one checked resolution into findable knowledge without exposing the customer’s case.
Connect and test one reviewable support queue
Make every supported channel visible, owned, and testable from receipt through acknowledgement.
Document client support ownership and update expectations
Give clients one contact path, one owner, and a cadence the service team can sustain.
Configure and test an after-hours support boundary
Acknowledge closed-time contact and route genuine urgent cases without making ordinary support constant.
Record, investigate, and resolve a customer complaint
Move from an anxious first reaction to a checked complaint decision and a calm customer response.
Sources
Read the sources for this tool
Check what the sources say about using it in these practices.