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. ⚡

Learn more about routing.

You can now merge duplicate companies in Help Scout to keep your customer data accurate. In just a few clicks, you’ll have all their conversations, contacts, and details in one place, so your team always sees the full story.

Filter results by company or customer properties to see just what you need, right when you need it. 

Available on all plans.

🔎Learn more about search filters.

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.

Keep replies consistent without the extra steps. You can now include your Inbox’s default signature automatically, keeping every message polished and professional.

Learn how to manage Inbox signatures here. ✍️

Notice something different? The contact profile is cleaner than ever so you can save time on every update. With properties in their own tab, it’s easier to focus on the details that matter most.

Supporting customers often means supporting entire organizations, not just individuals. With company management, your team gets the full picture of every account so you can deliver faster, more thoughtful support.

See the whole account: View every contact and conversation tied to a company in one place.

Get context at a glance: Add company details to Views and report filters for quick insights.

Stay aligned as a team: Know which contacts have reached out and what’s already been discussed.

👉 Explore Company Management

Now available on Plus and Pro plans.

With a quick hover you can assign, change status, or snooze a conversation directly from the list view — making Inbox management quicker than ever.

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.