Help Scout — Customer Support product updates and releases, tracked on megachangelog.
Company Profile brings together metrics, trends, and activity to show customer support context before conversations. Users can quickly see changes in customer account health to inform support interactions.
Create targeted views to filter conversations by activity status, such as customer wait states, low-rated interactions, and other conversation metrics. This helps support teams quickly identify and prioritize conversations that need attention.
Help Scout expanded its SLA capabilities to include Next Response Time (NRT) goals, allowing teams to track and manage response intervals beyond just first response and final resolution times.
Help Scout now allows teams to build custom SLA views that go beyond first replies and resolutions, surfacing conversations based on SLA-specific urgency levels and custom filters to prioritize work accordingly.
Help Scout now automatically updates team member availability status across web and mobile using presence detection, setting teammates as Active or Away based on app usage.
SLAs enable you to set response and resolution targets for conversations, providing clear visibility into timeline status, overdue items, and priorities directly in the Inbox.
Teammates can now set custom status messages to share what they're doing beyond just availability, such as working heads-down on a project, stepping away temporarily, or being out of office.
Inbox now automatically redacts sensitive customer information during conversations, masking personal details by default to maintain consistent data handling across your team.
Help Scout now integrates with WhatsApp, allowing teams to receive and respond to customer messages directly from their shared inbox with full conversation context and collaboration features.
Teammates can now set their status to Active or Away in Inbox and Chat, giving your team clear visibility into who's available to handle customer requests.
AI Agents can now use Google Docs and Sheets as knowledge sources, allowing your AI to stay synchronized with documentation your team already maintains. Add any shared Google Doc or Sheet as a knowledge source.
Mobile conversation threads received a design refresh with cleaner, more focused interface while maintaining all existing functionality.
Help Scout now integrates with Aircall to display call context and conversation history during calls, enabling teams to see customer details and previous interactions from the start of each conversation.
AI Answers now supports collecting visitor email addresses before starting a chat, either as optional or required fields, enabling easier follow-up on conversations.
Help Scout now captures customer feedback on AI Answers directly within the platform, enabling teams to identify which responses work well and where they need improvement to continuously enhance accuracy and clarity.
AI Answers now includes optional ratings so customers can provide quick feedback on conversations. This gives you direct signal on how well AI Answers is performing in real customer interactions beyond just resolution metrics.
Help Scout has released recent improvements and fixes designed to make the platform smoother, faster, and more reliable for support teams. Updates focus on reducing friction and enhancing team workflows.
Watch a live workshop where Crystal Price from Sttark demonstrates how her support team uses AI Answers to handle common questions and save significant time.
Help Scout now allows you to create more detailed Linear issues directly from Help Scout, including the ability to set project, assignee, and labels, reducing manual entry work and improving workflow integration with Linear's Customer Requests feature.
Company properties let you store key details about entire organizations, including billing info and plan types, so you can quickly access context on key accounts during conversations.
Help Scout announces a new monthly roundup format to highlight ongoing improvements and updates that enhance the product and reduce friction for teams.
You can now filter reports using customer properties, enabling more flexible analysis of trends across different customer groups and segments for deeper business insights.
Round robin routing automatically distributes conversation assignments across team members on Plus and Pro plans, helping teams share the workload and respond to customers faster.
Introduce Round Robin routing to automatically and evenly distribute conversations among team members, keeping work balanced and helping teams stay focused on customers.
Help Scout now allows you to merge duplicate companies to consolidate customer data. All conversations, contacts, and details are unified into a single record for better team organization.