The latest Help Scout improvements, features, and updates.
Join us Sept 22 at 2pm ET to see everything the Fall Seasonal Release unlocks for your team. Register below!
Be the first to know what's new so you can save more time and delight more customers.
Curious what it’s actually like to roll out AI Answers? In our latest live workshop, Crystal Price from Sttark shared how her support team uses it to handle common questions and save serious time.
No hype, just a candid walkthrough of how it’s changing their approach to self-service.
You can now create more detailed Linear issues to save yourself from manual entry. Add a project, assignee, and labels right from Help Scout.
If you use Linear's Customer Requests feature, linked Help Scout conversations will automatically group by company within the related Linear issue. Simply enable the setting in Help Scout’s Linear app page to get started.
Available on Plus and Pro plans.
Welcome to our first monthly roundup. Every month, we’ll highlight the improvements and steady updates that make Help Scout even better to use.
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Updates that reduce friction and help your team do their best work.
Copy thread URL
Need to bring someone into a conversation? Grab a direct link to any thread and share it instantly.
New permission for auto replies
Let teammates update your autoreply without granting full admin access.
Improvements to processing time for Workflows
Workflows just got way faster. Workflows that sometimes took 3 or more days to process now take just 5 minutes.
Import emails from Outlook
Skip the copy-and-paste slog. Bring your Outlook history into Help Scout in a few clicks, keeping all past conversations in one place.
Sort companies by Last Seen
Quickly spot your most recently active accounts with a new “Last Seen” sorting option.
Mobile: Adding notes just got smoother
Your conversation list now refreshes right after you add a note, so you’re always up to date.
Conversation dock is now available on iPad
Use the conversation dock to easily juggle conversations across devices.
A new way to fine-tune your Views
Create more focused Views by filtering out entire customer domains — not just individual addresses.
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Enhancements that make building on Help Scout more powerful and reliable.
API support for company management
You can now manage organizations at scale with new endpoints for listing, creating, updating, and retrieving organizations. Take a look at the full set of endpoints.
New organization webhooks
Stay up to date with webhooks that instantly notify you when an organization is created or updated.
Webhooks for AI Answers
Get real-time visibility into AI Answers with new webhooks that track responses, so you can measure impact or trigger custom workflows.
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Thanks to your feedback, we squashed a handful of pesky bugs.
Generated PDF invoices render correctly again
Folder counts display the right totals
The “number” filter in search now works as expected
On mobile, tables render properly inside messages
Thanks for catching up with us. These focused updates add up, and we’ve already got more in the works for next month.
You can now use customer properties to filter reports, giving you more flexibility to analyze trends across customer groups. It’s a powerful way to answer key questions about your business, compare segments, and understand where to focus your efforts.
Now available on Plus and Pro plans.
Let routing handle conversation assignments automatically so your team stays focused on customers.
Use round robin on Plus and Pro plans to share the load and respond faster. Pro accounts can also choose load balanced routing, which considers each teammate’s current workload to keep assignments fair. ⚡
Filter results by company or customer properties to see just what you need, right when you need it.
Available on all plans.
You can now use company as a workflow condition to automate tasks or prioritize conversations based on who’s reaching out. No more workarounds!
Available on Plus and Pro plans.
Learn more about automatic workflows here.
