Mayday! Mayday! Mayday! Some serious feature updates went down this month: new browser desktop and mobile push notifications, Docs reporting for Free Plan customers, and an array of other tweaks geared to make your day-to-day Help Scout life a little easier.
Notify … all the things!
We’ve upped our notification game at Help Scout, adding two new options to the notification buffet.
Browser desktop notifications
Perfect for staying on top of the queue while working on other projects in a bajillion other tabs, or to have a better sense of incoming conversation traffic in real time. Supported on Chrome, Firefox, and Safari.
Mobile push notifications
Achieve lightning fast response times by getting alerts for conversation activity on your iPhone. Tackle customer requests as soon as they come in, no matter where you are.
Set both mobile push and browser notifications in the User Profile under the Notifications tab.
Docs Report for Free Plan
If you’re on the Free help desk plan but pay for Docs, guess what? You get the Docs Report now! All reports used to be exclusive to Standard and Plus plans, but it didn’t feel right that our Free Plan customers paying for Docs were missing out on that report. Access the Docs Report under the Reports drop down.
When you’ve got to hide your thread away …
Hidden threads now collapse, keeping them truly hidden from view. Truncate long conversation chains to make them easier to scan at a glance, and expand the thread from the Hidden By timestamp to take a peek at what it says.
Click the thread options menu to collapse a conversation thread, and on Expand thread to show.
Sure you wanna delete that?
No more labors lost from the unfortunate oops of accidentally discarding a draft. Get an alert confirming you indeed mean to delete your draft before crumbling it into the trash.
To b@ or not to b@ … ?
That’s no longer a question. When a customer has multiple email addresses listed on their customer profile, you can now choose which email address your response goes to from a drop-down menu.
Workflow notes from Workflows
No more ghosts of users past haunting conversations. Workflow notes originally came from whomever created the Workflow, causing confusion if the user left the team, or if the note was otherwise unrelated to that original user. Now notes come from Workflows, saving your team from befuddlement.