Blog

Front ticket statuses sit on top of archive and snooze: Archived becomes Resolved, Snoozed becomes Waiting. Here is how custom statuses, rules and replies behave.

Front message template variables fill in the contact's name, account fields and sender details. Here is the full list, the fallback syntax and what each plan allows.

Help Scout conversation list columns explained: how to add, hide, reorder and copy them across views, how Waiting and Last Updated sorting work, and what the docs leave out.

Front load balancing assignment hands each new conversation to the teammate with the fewest open ones. Here is how limits, queueing and Busy status really behave.

Help Scout Happiness report dates explained: ratings count on the reply date, not the rating date. Why numbers shift, the 10-day window, filters, exports and plan limits.

Help Scout SLA policy order explained: first matching policy wins, how to reorder, plan limits, conditions, office hours and what the docs leave unsaid.

Help Scout workflow auto assignment explained: the Assign to User action, Plus round robin, Pro balanced routing, plan limits and what Away teammates change.

How Help Scout customer properties work: how to create them, the five types and limits, how Zapier, the API and Beacon fill them, and where an AI agent can read them.

Help Scout Beacon has three modes. See what Self service, Neutral and Ask first change for visitors, which to pick by support situation, and where AI fits.