Help Scout Release Notes: November 2016

Release Notes is our monthly update that highlights the recent product improvements we’ve made, so you can easily stay up to date on what’s new. Here's what we launched in November.

This month, we’ve got a ton of great updates for all your devices: from new features for mobile to Search improvements and some fancy re-vamped integrations. As added incentive to read through all the goodness to the bottom, we’re sharing a sneak peek at a couple of exciting features and integrations that are just around the corner.

Enjoy, and thanks for reading!

-Team Help Scout

What's New
A Better Mobile Experience

Want to move & follow conversations on-the-go? The latest mobile update brings these features to your iPhone, so you can:

Move conversations in & out of different mailboxes

Move conversations

Follow and unfollow conversations to keep tabs on all updates

Follow conversations

Why Use “Follow”? Following a conversation sends you email notifications on all sorts of actions. It’s a great way to keep an eye on how customers interact with your product, and shadow conversations handled beyond your department to get an idea of what’s going on cross-functionality. Here’s how to start following!

Download the app here
Spotlight on Integrations

Some things are just better together: Beyonce and Jay-Z. Peanut-butter-and-fluff.* Customer support and the tools you already use. (*Maybe the verdict is still out on this one.)

Bottom line: We know that things can work beautifully in pairs. And that’s true for apps, too. This month, we’re shining the spotlight on three revamped integrations:


Wouldn’t it be nice if your customer chat and customer support stayed totally in-sync? Think of the Olark integration as the answer to wait-what-was-said-in-that-chat: transcripts are delivered automatically from Olark to your Help Scout conversations.

Olark Integration

Here's how to get started →


A full customer support solution available on-site? It’s possible with elevio. Here’s what our Customer Support Champion Abigail had to say:

“Set-up is super simple! A few quick steps, and then you’ve got this sleek one-stop shop for customer service on your site. It adds function instead of clutter - your customers know exactly how to find your Docs and get in touch.”

elevio Integration

How to integrate in 90 seconds →


We have an official (and awesome) WordPress plugin that adds a contact form or Beacon to your site:

WordPress Integration

Start plugging-in →

Huzzah! Your work is appreciated!

You’re clearing out the queue. Answering customer questions. Dominating your day-to-day. While it can be fun to see Inbox 0, we think a huzzah image takes these milestones to the next level. Preview of two images & some awesome #CustomerLove below — keep crushing it to see more.

huzzah tweet

This month, we have holiday-themed-images to add to your inbox-0-flair. We may have heard somewhere that a tweet @HelpScout with a screenshot gets a t-shirt…just saying.

holiday huzzah
Continuous Improvement in Search

Search is one of our most popular features, and we’re constantly optimizing it to work best for our customer support champions. Here’s what we’ve updated & patched-up:

We fixed an issue where URLs weren’t pre-populating for searches using custom fields. All good now!

search copy/paste fix

Search Filters don’t hide in Safari anymore: We’ve squashed a bug where the left-side bar was disappearing

We’ve fixed a bug where the last page of Search results was going to Tag Management page instead of results

Sneak Peek....
Winter is @Mentions are coming

Like Game of Thrones references, tagging features in apps are pretty ubiquitous. We’re excited to add one more to the list with @Mentions, giving you the ability to quickly notify multiple teammates on notes. This feature will be rolled-out in the next few weeks, so look out for more details soon!

Salesforce Integration

What’s better than switching back-and-forth between Help Scout and Salesforce to find relevant customer information? Having Salesforce data available where you need it most: in your Help Scout sidebar.

If you’re a Salesforce user, get early access to our beta Salesforce integration. Just reply to this email with “Salesforce Beta” in the subject line, and we’ll add you to our list. We’ll be rolling this in the coming weeks!