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Release Notes is our regular update that highlights the recent product improvements we’ve made, so you can easily stay up to date on what’s new. Here’s a roundup of everything we’ve released in the last month.

🎄 We’ve got a few stocking stuffers for you this holiday season, including a souped-up Infusionsoft integration, a sneak peek at upcoming Docs SSL support, and a brand new Help Desk Tip. So grab a nog, read up on what’s new, and have yourself a Merry New Year!

What's New 🚀

Infusionsoft

Infusionsoft

Infusionsoft users have something new to cheer about with Help Scout’s supercharged bi-directional integration. Their all-in-one automated sales and marketing software helps small businesses organize all customers and prospects in one easy-to-manage tool.

With Help Scout’s new integration, everyone across departments — from Support to Sales — can follow your customer’s journey through the pipeline, delivering a message that takes into account prior communications from both platforms.

Infusionsoft intel in the Help Scout sidebar provides context for the support team, including key customer metrics, tags, and your pick of Infusionsoft contact fields. Sales and marketing teams gain insight into support communications with Help Scout conversations and satisfaction ratings recorded as completed tasks in Infusionsoft.

Check out the new integration


iOS updates

iPhone X - Help Scout Mailboxes
iPhone X - Help Scout Conversations

If you’re lucky enough to score a shiny new iPhone X this holiday season, we’ve got you covered! Our engineers have made sure that everything works on the X without a hitch.

Customer Team Roundup 💪 ✨

Abigail Phillips

In support, little things can make a big difference — even seemingly small changes can give your whole team time back in their days. In this section we highlight the maybe-overlooked (but very powerful!) changes each month from our support team.

Up this month: Customer Champion Abigail on what’s got her pumped.

Abigail’s favorite updates and bug fixes

When keyboard shortcuts don’t behave like you’d expect, it can throw your entire day out of whack. Our shortcuts for moving between conversations were the opposite of some other popular web apps (like Gmail, Facebook, Twitter … you get the picture). We’ve brought those J / K keyboard shortcuts in line to prevent headaches and confusion when you’re moving quickly!

Start new conversation

Sometimes a bug with an existing feature reminds you of something cool hiding in plain sight. When you’re in a customer’s profile, you can automatically start a new conversation with that customer by clicking on their email. That broke temporarily, but we were grateful that engineering was able to push such a quick fix. We don’t start a lot of new conversations in our account, but it makes a big difference for those who do.

Sneak Peek

Docs SSL 🔒 Secure

If you’ve been wanting a free and easy way to serve your Docs articles over a secured connection, then we’ve got good news for you! We are working some magic so that any Docs site with a custom domain will soon be served over HTTPS. Docs sites without a custom domain are already being served over HTTPS today. With this update, all Docs sites will be served over SSL no matter how they are configured.

We expect to start rolling out Docs SSL for all plans this month.

Help Desk tip

24/7 support using Help Scout’s mobile app

Beer Menus

How do you keep over 5 million beer lovers happy while you’re on the go? Will Stephens, co-founder of BeerMenus, shares his strategies for making the best of mobile tools to stay on top of customer support at all times.

Learn how to go mobile!

In case you missed it

Waiting Since Beta

Last month we announced that we’d be replacing the Last Updated column in most Help Scout folders with a new Waiting Since column. Waiting Since will let you see at a glance how long customers have been waiting for a reply.

Unlike Last Updated, with Waiting Since, an internal update or follow-up message from the customer won’t push the conversation back up to the top of the queue. So, you can always confidently choose which conversation should be answered next.

Waiting since
Katie Thomson, Customer Support Lead, Transit (app) — Waiting Since beta participant

When we launched the beta, there was much rejoicing . . . and great suggestions for some polish. We’re rolling that feedback into Waiting Since to make it even better, and we expect to make it available to everyone this winter.

Learn more about Waiting Since

Customer Spotlight

ASAP Accounting and Payroll

ASAP Accounting and Payroll Team Photo

When you value your time as much as your customer relationships, having thoughtful answers to complex questions at your fingertips can be your silver bullet. That’s the case for ASAP Accounting and Payroll.

ASAP Accounting and Payroll has built their company from a local business to providing online accounting services and payroll processing to over 800 clients across the U.S. The combination of Saved Replies and a robust Docs knowledge base enables their team to maintain a friendly, consultative approach at scale, skillfully reusing content as they go.

According to Diana Murray in the Marketing and Business Development group at ASAP Accounting and Payroll:

Diana Murray

“We used Docs to create a Help Center . . . from best practices articles, to a new client transition area, and industry standards, like how to build a business in Colorado. We’ve gotten traffic from industry best practices in search, that led users back to our site, and reached out to us for help - it’s definitely had a ripple effect for us to succeed better revenue wise.”

Write once and repeat


It’s not too late for that perfect gift!

Help Scout Blog - The perfect gift guide

Still looking for something unique to give that special someone? Perhaps you enjoy buying from companies that value customer experience as much as you do. If so, we’ve got you covered with out-of-the-box ideas from fellow Help Scout users.

From personalized wine to DIY board games, these gifts are sure to spark your imagination!

Gift giving ideas

Before you go…

Upcoming Events

Supercharge your insights and efficiency with the Plus plan!

This is for you if …you’ve ever wanted to get deeper insights from your reports, collaborate more closely with other departments, or implement advanced security measures. Join us for a demo of our Plus Plan features — from Custom Fields and Teams to Salesforce, HubSpot, and JIRA integrations — to see if an upgrade is right for your team!

  • Tuesday, December 12th at 9 a.m. ET
Save your Spot

Customer service reporting with real impact

This is for you if …you are looking to turn your customer service reporting into information that makes a real difference to your business. Join Chase Clemons, Support Pro at Basecamp and founder of SupportOps, and Help Scout CEO Nick Francis for a live chat on how support teams can be more effective at reporting mission critical data.

  • Wednesday, December 13th at 1 p.m. ET
Register Now
Nancy Baron

Nancy Baron 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.