HelpScout Guide

This is an adaptation of HelpScout documentation. We suggest you first go through this original HelpScout documentation page and then follow with this Guide.

HelpScout Onboarding

  • Create an account

    Ask one of the HelpScout admins to give you access to HelpScout.

  • Mobile app

    You can set up an IOS app to answer HelpScout tickets. Available in the App Store.

  • Notification setting

    This is a recommended notification setup. You will be notified over email whenever the customer you help responds.

    Go to Profile -> Notification and enable the following:

Ticket Management

  • Assigning tickets

    All new tickets are stored in the Unassigned section, meaning there is currently no one assigned to resolve it.

    Whenever you take one of such new tickets, you must assign it to yourself. This way, when a customer replies, you will get notified of that.

    All your tickets are stored in the Mine section.

  • Reassigning tickets

    If to use the escalation framework you need to forward the ticket to another HelpScout user, reassign that ticket to them. They will get a notification to start working on it.

  • Ticket status

    There are 3 ticket statuses:

    1. Active - the ticket is waiting for you to be evaluated. All new tickets are active

    2. Pending - you are waiting for a reply from the customer or Product Team for example

    3. Closed - the issue has been resolved

    Whenever you reply to a ticket, it will be automatically marked as resolved. Override it with another status if you have not finished with the customer.

  • Tags

    Assign tags to tickets to help classify tickets.

    The current system is to tag the product and then the issue related to the product.

Tooling

  • User session metadata

    HelpScout opens a beacon for every user that accesses the Aragon website. This beacon stores information about the user session - which pages and subdomains have the user visited as well as user information.

    This is stored at the bottom of the ticket. It includes:

    1. IP address and Location

    2. OS - important when resolving technical issues

    3. Browser with version - useful to check when the user has website issues

    4. Beacon history - shows what exactly the user was doing before he has raised a ticket

  • User profile

    Everyone who has raised a ticket with Aragon has a profile within HelpScout. The profile stores all previous interactions the user had with Aragon on HelpScout.

  • Saved replies

    You should use saved responses to save time answering tickets.

    Examples are "General Reply", which wraps a message in a Hello and Goodbye

Or "Unwanted Partnership", which tells the user that we are not able to accept his offer.

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