Blog

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.

Which fields the Help Scout Beacon contact form supports, how custom fields map to conversations, how to prefill them with the JavaScript API, and where an AI agent fits.

Help Scout collision detection shows who is viewing or replying and pauses your reply if someone got there first. What it covers, what it is not, and how to use it.

Help Scout snoozed conversations explained: what snooze does to status, assignment and folders, what ends it, and how to stop snoozed tickets being forgotten.

When a Recharge customer can't update their card, the cause is usually who holds it: Shopify, Recharge or PayPal. Here is where each update happens and what support can do.

A Recharge address change follows the address record, not the customer. Here is which subscriptions and queued orders move, where Shopify sync stops, and what to check.

A Recharge prepaid plan is one upfront charge followed by queued $0.00 orders, and skips, cancels and address changes behave differently on it. Here is how to answer those tickets.

Changing a Recharge subscription's frequency can move the next charge date. Charge and order intervals, prepaid plans, portal limits and the tickets they cause.

Most 'I can't log in to manage my subscription' tickets in a Recharge store are not outages. The customer used the wrong one of four doors, an expired link, or an email Recharge has never seen.