Drift & Help Scout are now connected! Get all the details

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 March.

Remember the productivity-boosting JIRA integration we announced last month? It’s here! Joining the I’m-ready-to-get-more-done category is the introduction of Reports Export to Excel or CSV, search functionality for Saved Replies, and new features on Beacon.

What's New 🚀

JIRA Integration

Now you can link issues from popular-issue-tracker JIRA to any Help Scout conversation. By integrating, you can manage issues, view details of any JIRA issue quickly, and boost productivity — from a single platform.

JIRA sidebar in Help Scout

We promise that “boost your productivity” is more than just a fun phrase to write. Mat Patterson, Help Scout’s Customer Service Evangelist, explains how the JIRA integration helps you ship better features, faster:

Mat Patterson

“For your product teams, integrating support with JIRA means a clearer picture of the customer experience and faster, smarter decisions about where to focus effort.”


Export Reporting Data to Excel or CSV

Help Scout’s built-in reports provide great insights, but what if you need more? With Reports Export, you can get access to the raw data, so you can perform your own analysis and create custom reports. Report export is available for the Conversations, Productivity, Team/User, and Happiness reports.

Reports CSV Export

How to export your reporting data


Beacon Updates

While you can’t be in more than one place at one time (and we’ve tried), there is a way to provide contextual help without requiring your customers to ever leave the page. Enter: Beacon.

Beacon integrates directly with your Docs knowledge base, making it possible for you to answer questions instantly, which means fewer messages and less strain on your support team.

This month, the on-site self-service goes a step further with the latest Beacon updates. You can now:

  • Create an article link on your website that dynamically opens up an article
    Beacon article link
  • Include Docs articles from a single collection rather than the entire site, using the new collection config option
  • Pre-populate the Subject and/or Topic with the .prefill() method
  • Further customize Beacon to feel like a true site extension: Position Beacon on the left instead of the right side of your page, with the position config option

Plus, 10 other small improvements and bug fixes! In the spirit of March Madness, think of it as The Beacon Elite Eight (…plus two)

Already using Beacon? Here’s what's changing:

Fields that are filled in dynamically via the javascript API (Name and Email address) will be hidden by default, leaving more room for the message box. You can disable this behavior with new config options.

How to install Beacon


Search Your Saved Replies

You know those times when you could have sworn you answered a similar question before, but you can’t find it? Or that time when you could have sworn you saved a reply, but you have to scroll through your list to access it?

Now you can respond even faster with the new Search bar in Saved Replies. If you have 15 articles or more, this handy tool lets you narrow down results by phrase.

Saved Reply filter

How to create & insert a Saved Reply

Polishes & fixes ✨

Android Updates

Managing conversations on-the-go is even easier

  • Delete a conversation from the conversation detail screen
  • Get support for unconfirmed mailboxes

Download the Android app

iOS Updates

  • We’ve removed a screen blur when the app is pushed to the background. Have 20/20 vision of your mailboxes — even behind-the-screens
  • Squashed bugs: Replying from a notification was dropping off an assignee. All fixed now!

Download the iOS app

In case you missed it 🔔

Terms of Service and Privacy Update

We recently made a few changes to the Help Scout Terms of Service and Privacy Policy. Please take a moment to familiarize yourself with the changes, as they go into effect on April 15. If you have any questions, don’t hesitate to let us know!

Customer Stories

We love to hear how our customers are using Help Scout. This month, we’re shining the spotlight on two stories:

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Online marketing firm SpotOn used Help Scout to formalize support while growing a team of 3 to 30, without compromising the quality of service.

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Email marketing solution mail2 keeps its customer support organized with features like traffic cop and customized notifications, based on the team’s personal preferences.

Nadia Basil

About the author: Nadia Basil is on the Growth team at Help Scout, the invisible help desk that helps you build a company your customers love with more human, more helpful customer support tools.