The support platform helping 12,000+ businesses delight and retain more customers across every channel. Get started free 👉 https://nitter.cf/t.co/h4oagRAtn6
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Joined July 2010
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Favorite part of retreat? Our team in Dublin said the people, the snack exchange, the conversation cards, and potatoes and beans at breakfast. 🥔☘️
After a year of Slack messages, a week together hit different. Thanks, Ireland.
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Retreat week in Dublin, and customers still came first. 💙 When a customer issue came up, our VP of Customers, Abigail Phillips, just walked over to security and engineering, and they fixed it together.
Retreat week: 10/10, would fix problems in person again.
There was drama in Dublin. 🫨
Who knew simple this-or-that questions could be so divisive??
Your turn. Pick a side in the comments, and be honest. We can take it (probably). 👇
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Anyone who’s worked a support queue will recognize every item in this bag. 🎃
Tell us in the comments: what would you add to the bag?
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Your Help Scout context, now in Claude and ChatGPT. 🔌
With MCP, ask questions about your customer conversations in plain language. No exports, no spreadsheets.
Explore what’s possible with MCP 👇
bit.ly/3TNlCVd
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We asked our designer to describe the new helpscout.com in one word. “Dots.” More than one word? “A lot of dots.” 🔵 Here’s the story behind them.
Cognitive trust: "I believe you'll get this right." Affective trust: "I believe you're on my side." AI can build the first. Only your team can build the second.
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Support team energy: at 4:58 pm on a Friday, when a customer opens a new ticket, we still answer it like it's 9 am Monday.
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There's a right and a wrong way to automate client communications.
Good news: we compiled all the info you need.👇
bit.ly/4hD34Qx
Finding what you need shouldn't feel like a scavenger hunt. So we redesigned the Conversation Sidebar in Help Scout.
The details that shape every reply now live in one place:
→ Conversation status, assignment, and SLAs
→ Customer history
→ Company information
ALT The image displays a digital interface with three overlapping windows. The first window shows contact details for Sophie Andersson, a Program Coordinator at Courselink, including email and phone number. The second window is titled "Company" with the Courselink logo and web address. The third window lists tasks under "Conversations," such as checking assignment notes and managing billing, with various dated entries. The background has a subtle gradient pattern.
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Renewal season is not automation season. Save the scripted nudges for logistics — save the judgment calls for a person who can read the room.
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The fastest way to find your next automation: notice what annoys you most. If it's pure busywork, automate it. If it needs judgment, it's still a human's job.
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A customer relationship is bigger than any one conversation. Now you can see all of it in Company Profile. Less time gathering context. More time actually helping.
See everything in our seasonal release: bit.ly/3TNlCVd
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Support was never just about answering tickets. Help Scout is evolving around the way support teams already work, now across Inbox, Copilot, Agent, and Signal.
See what's new: bit.ly/47zPjwd
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Real talk: an AI bot can sound empathetic. It can't be empathetic. Customers can tell the difference more than we give them credit for.
bit.ly/4hkWkFQ
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Every conversation matters. None of them stands alone.
Step back and see the bigger picture on our new website 👉 bit.ly/4iYiGPQ
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"Soon" isn't a timeline ⏰
K'shelle, our Sr. Product Manager, walks through SLAs in Help Scout: set your targets, see what's about to slip, and keep every promise you make to customers.
Check out more using our link below 👇
bit.ly/3TNlCVd
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The real MVP of every company is whoever writes the Slack status that says "in the trenches" and means it literally, not metaphorically.
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What’s new in Help Scout this fall? Hear it from our Product Marketing Manager, Thialé Diop first! 👇
Explore from Conversations to Context: bit.ly/3TNlCVd
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