Help Scout

Two types of support tickets: Type A: "Hi! Here's a screenshot, my account number, and a description of what happened. Thanks so much!" Type B: "it broken" Both deserve great support. One is easier to give it to. #supportlife #customersupport

SLAs are now available in Help Scout. 🎉 Set response targets, keep work moving in the inbox, and track how your team is performing over time. Learn more: articles.helpscout.com/blog/introduci… Available for Pro today, with Standard and Plus this Friday.

Your support team has explained the same thing in 11 different ways today and still found a polite way to phrase number 12. That's not a soft skill. That's a superpower. 💙 #cteam

Zoom happy hours are not a culture strategy. (We said what we said.) Here's what remote teams that actually thrive have in common: bit.ly/4txPWzv #remotework #culture

No more sending messages into the void 👀 Set yourself as Active or Away directly from iOS or Android, and see your teammates’ status when assigning conversations. No more guessing who’s around or sending work to someone who stepped away. ✨

Before launching a new feature, have support draft the FAQ. If they struggle to explain it simply, customers will too.

Support is 50% troubleshooting and 50% translating “tech” into “human.”

“Solved” doesn’t always mean “satisfied.” 👀 Check for resolution and understanding.

Now, you have a new way to control how AI Answers is set up and applied: AI Agents. Define how AI Answers works, reuse that setup across your inbox, and improve responses over time without guessing what’s happening behind the scenes. ✨ Learn more here: bit.ly/4d93OeH

Support teams are pattern recognition machines. Give them a seat at strategy meetings. Not just to report on ticket volume, but to surface patterns early, add context behind the numbers, and pressure-test assumptions before they ship. ✨

Support Tip: “That’s not our policy” ends conversations. “Here’s what we can do” moves them forward.

Empathy in support isn’t just saying “I understand.” It’s proving you understood. Try this structure: • Restate the issue in your own words • Name the impact it’s having • Then offer the solution

Internal alignment shows up externally. When support and product aren’t aligned, customers feel it first.

Automation works best in the background. Your AI is working if the customer feels helped, not handled.

Audit your saved replies quarterly. Support language drifts over time. If they read like policy documents instead of conversations, rewrite them. Good macros should: • Sound like a real person • Acknowledge context • Explain the “why,” not just the rule

The highest leverage support metric? 👇 Repeat contact rate. If customers come back about the same issue, it may signal that something upstream is broken.

Time to first response matters. Time to clarity matters more.

Already supporting customers on WhatsApp? Those conversations can live directly in Help Scout. WhatsApp messages show up in your shared inbox, connected to the right customer and ready for your team’s existing tags, workflows, and routing to take it from there. 🙌

Support advice: Your first sentence in a reply sets the emotional tone. Lead with understanding before you lead with instructions. 💙

If customers keep asking the same question, track it for 30 days. That’s not a ticket spike. It’s a roadmap signal. 👀