New Reports

Sample User Report

It's a happy day at Help Scout HQ, because we get to show you the all-new Reports. More than 6 months in the making, today we're launching 4 reports in beta for all (paying, as always) customers. We'll also be launching 2 additional reports and a host of other features in the coming weeks/months.

So what's new? Other than the design and some new metrics, here are some of our favorite features:

User Report

As you can see above, this new report makes it painfully easy to get insights about how members of the team are doing. In addition to high-level metrics for each person, you can look through their entire conversation history for the time period and sort by the metrics that matter most.


When running the old reports with a lot of data, many of you noticed it could take a long time to finish. The reports we built 3 years ago weren't built for the scale we're at today, but the new reports can handle anything. You can run a two year report lickety split!

One other performance-related feature is that all the data is realtime. Looking at a report for today will show you up-to-the-minute data.

Previous Period Comparison

By default, any date ranges will be compared to the previous period, and each report will show you the metric deltas. This is a great way to get useful insights from the numbers.

Previous Period

Conversation Drilldowns

The biggest request we got from you (our customers) was the desire to drilldown on the numbers. If 5% of conversations took 2+ days to reply, you need to look through them and find out what happened. Now all that data is merely a click away. You can even click on single conversations and read through them without leaving the page.

Conversation Drilldowns

More Filtering Options

In addition to being able to filter by mailbox, we've added some new filters to the mix. Now you can filter the data by Tag, Folder or Conversation Type.

API Endpoints!

The new reports are built on the same API endpoints we're documenting and will be releasing within the next few days. We have to put the finishing touches on the docs and will deploy them shortly to the Help Desk API. Then you'll be able to pipe reporting data directly into your own internal dashboards.

Popover Definitions

Ever wonder exactly how a certain metric is calculated? Well wonder no more, all you have to do now is hover your mouse over the metric name to get a popover definition of exactly how it's calculated.

Popover Definitions

The new Reports are carrying a BETA tag because we're still working on a few UI tweaks and adding new features. We believe the metrics to be very accurate, as they have been thoroughly tested. Feedback is appreciated!

Edit and Change Customers Quickly

We launched two big productivity boosters to the customer sidebar today:

Quick Customer Edit

When you click a customer's name in the conversation sidebar, rather than loading the full profile it now launches a quick edit window. From here you can make a few quick changes, add some notes, save and get right back to it.

Edit Customer

Change the Customer

This is a big one! Let's say you get an email from and want to associate it with a customer. Simply hit the change customer link in the sidebar. The modal window will make some suggestions, or you can search for a customer by name or email. If the conversation is with a new customer, you can create a profile for them right there.

Change Customer

Have any questions about the new features? Feel free to send us a tweet or email help(at)helpscout(dot)net.

Office Hours

Office Hours

Today we launched a highly requested feature called Office Hours. In Company Settings you will find a new Office Hours tab, where you can specify operating days/hours (all based on your company time zone). It can apply to all mailboxes or just selected ones.

What you can do with office hours is simple. When enabled, you can head over to your mailbox's Auto Reply settings and have the auto reply send only when a customer emails you outside of office hours.

Office Hours

Moving forward we've got much bigger plans to integrate office hours into other areas of Help Scout. As a matter of fact, we'll be launching something very soon that takes them into account. :-)

A Smarter Spam Filter

Up to now, Help Scout has leveraged relatively basic server-side spam filtering technology to keep unwanted emails out of your Unassigned folder. Now that we're collecting millions of emails each month, we can get smarter about spam. This weekend we will push out the first of two phases designed to improve your experience:

Phase 1: Company-specific learning

Help Scout will start learning based on your actions. When you mark something as spam, in most cases we'll start pushing emails from that sender to Spam. When you move something out of spam and reply, the sender won't be sent to spam any longer. There's quite a bit more logic involved on our end, but that's the gist of what you can expect as a customer.

Phase 2: Global learning

Once we have enough data from Phase 1, we'll start learning on a global level. Let's say 50 companies mark a sender as spam, then Help Scout will start moving those messages to spam for all companies. Of course, any company-specific learnings will always trump the global learnings.

We understand that spam is a waste of your time and really feel like this will improve the Help Scout customer experience. It's worth nothing that we're moving very cautiously to prevent mistakes or "false learnings". We're keeping an eye on all the data being collected and will keep working to provide you with world class spam filtering.

Better Group Conversations

Group Convos

There are times when a Help Scout conversation can get crowded, with several people chiming in over time. We call this a group conversation. One challenge about group conversations is that the customer profile on the right doesn't update as different people participate.

Today we launched two improvements aimed at making group conversations better:

  1. By default, the most recent person to reply is now shown in the customer profile. So if Randy started the conversation, but Grace replied most recently, Grace is shown in the sidebar. Grace would also be the default recipient in the TO field, but you can change that easily.
  2. You can click anyone's name to make them the customer. See the above gif for an example. Grace is the customer, but I can just click Randy's name and make him the customer and see his profile in the right sidebar.

Being able to quickly change the customer should make group conversations much more useful and keep them from becoming unwieldy. Enjoy!