Get your email into Help Scout.

Get your email into Help Scout.

May 6, 2024
Author: Nick Ning

Table of Contents:

1. Introduction

2. Setting up Help Scout Inbox

3. Connecting Gmail to Help Scout

4. Replying to Customer Emails

5. Benefits of Help Scout

6. Limitations of Help Scout

7. Conclusion

**Setting up Help Scout Inbox**

Help Scout is a powerful tool that allows teams to efficiently manage communication with customers. One of its core features is the shared inbox, where your team can collaborate and respond to customer emails. In this section, we will guide you through the process of setting up your Help Scout inbox.

To begin, you need to connect your existing email address to Help Scout. Whether you use support@, contact@, or any other email address associated with your domain, Help Scout can integrate it into your inbox. The setup process is quick and straightforward, taking just a few minutes to complete.

**Connecting Gmail to Help Scout**

While there are various email providers available, we will focus on using Gmail as an example. However, the principles discussed here apply to other providers as well. If you prefer using Outlook or any other email service, you can still follow along.

To connect your Gmail account to Help Scout, you can start by clicking on the "Connect Email" button in the setup guide. Alternatively, you can access the inbox settings and initiate the process from the "Edit Inbox" section. Once you enter the email address you use to communicate with customers (e.g.,, Gmail will send you a six-digit code to confirm ownership of the email account.

Next, you'll need to copy the address provided by Help Scout to connect your Gmail account. Access your Gmail settings and navigate to the "Forwarding and POP" section. Click on "Add a forwarding address" and paste the Help Scout address you copied earlier. This step ensures that all emails from Gmail are forwarded to Help Scout, establishing the connection between the two platforms.

To finalize the setup, Help Scout will send a confirmation email to your account. Open the email and click on the provided link to confirm the connection. Returning to your Gmail settings, you should see the address set up. However, make sure to select "Forward a copy" instead of leaving the forwarding option disabled. Save the changes, and you're all set.

**Replying to Customer Emails**

Once your email is flowing into Help Scout, any team member with access to your account can start replying to customer emails directly from the app. This eliminates the need to wonder who has responded to which email or where someone might be working within the inbox. Help Scout streamlines your email management, ensuring efficient and organized customer support.

**Benefits of Help Scout**

Help Scout offers several advantages for businesses looking to enhance their customer service experience. Here are some key benefits:

1. Streamlined Communication: With Help Scout's shared inbox, your team can collaborate seamlessly, ensuring efficient communication with customers.

2. Easy Setup: Help Scout's setup process is quick and straightforward, allowing you to start managing customer emails in no time.

3. Centralized Inbox: Help Scout consolidates all customer emails into one place, making it easier to track and respond to inquiries.

4. Team Collaboration: Multiple team members can access and respond to customer emails, ensuring prompt and consistent support.

5. Customization Options: Help Scout provides various customization features, allowing you to tailor the platform to your specific needs.

**Limitations of Help Scout**

While Help Scout offers many benefits, it's important to consider its limitations as well. Here are a few potential drawbacks:

1. Cost: Help Scout is a paid service, and the pricing may not be suitable for all businesses, especially smaller ones with limited budgets.

2. Learning Curve: Like any new software, Help Scout may require some time for team members to become familiar with its features and functionalities.

3. Integration Limitations: Help Scout's integrations with other tools and platforms may be limited compared to some other customer support solutions.

4. Advanced Features: While Help Scout provides essential customer support features, it may lack some advanced functionalities that larger organizations may require.


Help Scout is a valuable tool for businesses seeking to streamline their customer support processes. By setting up your Help Scout inbox, connecting it to Gmail, and leveraging its collaborative features, you can enhance your team's efficiency and provide exceptional customer service. While Help Scout offers numerous benefits, it's essential to consider its limitations and evaluate whether it aligns with your specific requirements.


- Help Scout's shared inbox allows teams to collaborate efficiently.

- Connecting Gmail to Help Scout is a straightforward process.

- Help Scout streamlines email management and ensures prompt customer support.

- Benefits of Help Scout include streamlined communication, easy setup, centralized inbox, team collaboration, and customization options.

- Limitations of Help Scout include cost, learning curve, integration limitations, and potential lack of advanced features.


Q: Is Help Scout suitable for small businesses?

A: Help Scout's pricing may not be ideal for smaller businesses with limited budgets. However, it offers valuable features that can enhance customer support processes.

Q: Can multiple team members access Help Scout?

A: Yes, multiple team members can access Help Scout and respond to customer emails, ensuring prompt and consistent support.

Q: Does Help Scout integrate with other tools?

A: While Help Scout offers integrations, they may be more limited compared to some other customer support solutions. It's important to evaluate the available integrations based on your specific needs.

Q: What are the customization options in Help Scout?

A: Help Scout provides various customization features, allowing you to tailor the platform to your specific requirements.

Q: How does Help Scout handle email volume?

A: Help Scout consolidates all customer emails into one centralized inbox, making it easier to manage and respond to a high volume of emails.


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