- ID scansione:
- 86344ce9-27df-46cc-9501-7356fc587db4Fatto
- URL inviato:
- https://docs.helpscout.com/article/43-email-commandsReindirizzato
- Report terminato:
Link · 2 trovati
I link in uscita identificati dalla pagina
| Link | Testo |
|---|---|
| https://www.helpscout.com/ | Help Scout Support |
| https://www.helpscout.com/docs-refer/?co=Help+Scout&utm_source=docs&utm_medium=footerlink&utm_campaign=Docs+Branding | Help Scout |
Variabili JavaScript · 26 trovate
Le variabili JavaScript globali caricate sull'oggetto finestra di una pagina sono variabili dichiarate all'esterno delle funzioni e accessibili da qualsiasi punto del codice nell'ambito corrente
| Nome | Tipo |
|---|---|
| 0 | object |
| 1 | object |
| onbeforetoggle | object |
| documentPictureInPicture | object |
| onscrollend | object |
| gtag | function |
| dataLayer | object |
| Beacon | function |
| heap | object |
| css_browser_selector | function |
Messaggi di log della console · 0 trovati
Messaggi registrati nella console Web
HTML
Il corpo HTML non elaborato della pagina
<!DOCTYPE html><html class=" webkit chrome win js"><head>
<meta charset="utf-8">
<title>Respond to Email Notifications to Take Action in Help Scout - Help Scout Support</title>
<meta name="viewport" content="width=device-width, maximum-scale=1">
<meta name="apple-mobile-web-app-capable" content="yes">
<meta name="format-detection" content="telephone=no">
<meta name="description" content="Email notifications can keep you up-to-date with what's happening in Help Scout, even when you're not actively logged in to the app! This article explains how o">
<meta name="author" content="Help Scout">
<link rel="canonical" href="https://docs.helpscout.com/article/67-respond-to-email-notifications-to-take-action-in-help-scout">
<meta name="twitter:card" content="summary">
<meta name="twitter:title" content="Respond to Email Notifications to Take Action in Help Scout">
<meta name="twitter:description" content="Email notifications can keep you up-to-date with what's happening in Help Scout, even when you're not actively logged in to the app! This article explains how o">
<link rel="stylesheet" href="//d3eto7onm69fcz.cloudfront.net/assets/stylesheets/launch-1733921108793.css">
<style>
body { background: #f7f9fa; }
.navbar .navbar-inner { background: #3197d6; }
.navbar .nav li a,
.navbar .icon-private-w { color: #adefff; }
.navbar .brand,
.navbar .nav li a:hover,
.navbar .nav li a:focus,
.navbar .nav .active a,
.navbar .nav .active a:hover,
.navbar .nav .active a:focus { color: #ffffff; }
.navbar a:hover .icon-private-w,
.navbar a:focus .icon-private-w,
.navbar .active a .icon-private-w,
.navbar .active a:hover .icon-private-w,
.navbar .active a:focus .icon-private-w { color: #ffffff; }
#serp-dd .result a:hover,
#serp-dd .result > li.active,
#fullArticle strong a,
#fullArticle a strong,
.collection a,
.contentWrapper a,
.most-pop-articles .popArticles a,
.most-pop-articles .popArticles a:hover span,
.category-list .category .article-count,
.category-list .category:hover .article-count { color: #3197d1; }
#fullArticle,
#fullArticle p,
#fullArticle ul,
#fullArticle ol,
#fullArticle li,
#fullArticle div,
#fullArticle blockquote,
#fullArticle dd,
#fullArticle table { color:#585858; }
</style>
<link rel="stylesheet" href="//www.helpscout.com/css/hs-docs-site-2024--v1.02.css">
<link rel="apple-touch-icon-precomposed" href="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/657b0d8de020fe4b2fcaef5f/hs-touch-icon-152x152.png">
<link rel="shortcut icon" type="image/png" href="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/657b0deba55b5524fb50d697/favicon.ico">
<!--[if lt IE 9]>
<script src="//d3eto7onm69fcz.cloudfront.net/assets/javascripts/html5shiv.min.js"></script>
<![endif]-->
<script type="text/javascript" src="https://beacon-v2.helpscout.net/static/js/vendor.5fe8f3bc.js"></script><script type="text/javascript" src="https://beacon-v2.helpscout.net/static/js/main.2249812d.js"></script><script type="text/javascript" async="" src="https://beacon-v2.helpscout.net"></script><script type="text/javascript" async="" src="https://cdn.heapanalytics.com/js/heap-3808138947.js"></script><script type="application/ld+json">
{"@context":"https://schema.org","@type":"WebSite","url":"https://docs.helpscout.com","potentialAction":{"@type":"SearchAction","target":"https://docs.helpscout.com/search?query={query}","query-input":"required name=query"}}
</script>
<script type="application/ld+json">
{"@context":"https://schema.org","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Help Scout Support","item":"https://docs.helpscout.com"},{"@type":"ListItem","position":2,"name":"Inbox","item":"https://docs.helpscout.com/collection/1-inbox"},{"@type":"ListItem","position":3,"name":"Respond to Email Notifications to Take Action in Help Scout","item":"https://docs.helpscout.com/article/67-respond-to-email-notifications-to-take-action-in-help-scout"}]}
</script>
<!-- Google tag (gtag.js) -->
<script async="" src="https://www.googletagmanager.com/gtag/js?id=G-KCQ2GGMRLC"></script>
<script>
window.dataLayer = window.dataLayer || [];
function gtag(){dataLayer.push(arguments);}
gtag('js', new Date());
gtag('config', 'G-KCQ2GGMRLC');
</script>
<script type="text/javascript">!function(e,t,n){function a(){var e=t.getElementsByTagName("script")[0],n=t.createElement("script");n.type="text/javascript",n.async=!0,n.src="https://beacon-v2.helpscout.net",e.parentNode.insertBefore(n,e)}if(e.Beacon=n=function(t,n,a){e.Beacon.readyQueue.push({method:t,options:n,data:a})},n.readyQueue=[],"complete"===t.readyState)return a();e.attachEvent?e.attachEvent("onload",a):e.addEventListener("load",a,!1)}(window,document,window.Beacon||function(){});</script>
<script type="text/javascript">window.Beacon('init', 'd46153c8-afbd-409f-9c70-a40f8c9e5590')</script>
<script>
window.heap=window.heap||[],heap.load=function(e,t){window.heap.appid=e,window.heap.config=t=t||{};var
r=document.createElement("script");r.type="text/javascript",r.async=!0,r.src="https://cdn.heapanalytics.com/js/heap-"+e+".js";var a=document.getElementsByTagName("script")[0];a.parentNode.insertBefore(r,a);for(var n=function(e){return function(){heap.push([e].concat(Array.prototype.slice.call(arguments,0)))}},p=["addEventProperties","addUserProperties","clearEventProperties","identify","resetIdentity","removeEventProperty","setEventProperties","track","unsetEventProperty"],o=0;o<p.length;o++)heap[p[o]]=n(p[o])};
heap.load(3808138947, {
disableTextCapture: true,
secureCookie: true
});
</script>
<style>tr:hover {background-color: #F8FAFF;} kbd {padding: 0 5px;
line-height: 23px;
display: inline-block;
border: 1px solid #c5ced6;
border-radius: 4px;
font-size: 13px;
margin: 0 3px;}
section#collection-category-1586.collection-category {visibility:hidden; max-height:0; position:absolute; left: -999px; transform: scale(0);}
</style>
</head>
<body>
<header id="mainNav" class="navbar">
<div class="navbar-inner">
<div class="container-fluid">
<a class="brand" href="https://www.helpscout.com/">
<span>Help Scout Support</span>
</a>
<button type="button" class="btn btn-navbar" data-toggle="collapse" data-target=".nav-collapse">
<span class="sr-only">Toggle Navigation</span>
<span class="icon-bar"></span>
<span class="icon-bar"></span>
<span class="icon-bar"></span>
</button>
<div class="nav-collapse collapse">
<nav role="navigation"><!-- added for accessibility -->
<ul class="nav">
<li id="home"><a href="/">Home <b class="caret"></b></a></li>
<li id="getting-started"><a href="/collection/1543-getting-started">Getting Started <b class="caret"></b></a></li>
<li id="inbox-2"><a href="/collection/1586-inbox-2">Inbox 2 <b class="caret"></b></a></li>
<li id="account-management"><a href="/collection/1546-account-management">Account Management <b class="caret"></b></a></li>
<li class="active" id="inbox"><a href="/collection/1-inbox">Inbox <b class="caret"></b></a></li>
<li id="beacon"><a href="/collection/1202-beacon">Beacon <b class="caret"></b></a></li>
<li id="docs"><a href="/collection/3-docs">Docs <b class="caret"></b></a></li>
<li id="channels-apps"><a href="/collection/1549-channels-apps">Channels & Apps <b class="caret"></b></a></li>
<li id="status"><a href="/collection/1454-status">Status <b class="caret"></b></a></li>
</ul>
</nav>
</div><!--/.nav-collapse -->
</div><!--/container-->
</div><!--/navbar-inner-->
</header>
<section id="contentArea" class="container-fluid">
<div class="row-fluid">
<section id="main-content" class="span9">
<div class="contentWrapper withRelated">
<article id="fullArticle">
<h1 class="title">Respond to Email Notifications to Take Action in Help Scout</h1>
<a href="javascript:window.print()" class="printArticle" title="Print this article" aria-label="Print this Article"><i class="icon-print"></i></a>
<p>Email notifications can keep you up-to-date with what's happening in Help Scout, even when you're not actively logged in to the app! This article explains how our email notifications work and what you can do with them right from your email. </p>
<section class="index-list">
<h4>In this article</h4>
<ul>
<li><a href="#overview">Overview</a></li>
<li><a href="#responding">Work With Email Notifications</a></li>
<li><a href="#ecommands">Email Commands for Notifications</a></li>
</ul>
</section>
<h2 id="overview">Overview</h2>
<p>Help Scout sends an email notification to you when certain events take place on a conversation, based on your notification settings. These notifications are sent to the email address you use to log in to Help Scout. You can control the notifications you receive in your profile settings — see <a href="//docs.helpscout.com/article/696-manage-help-scout-notifications">Manage Help Scout Notifications</a> for more details on the options available.</p>
<p>Reply to an email notification to take action on the conversation without having to log in to Help Scout. You can add a reply to the conversation right from your email — this will add a reply in Help Scout <em>and</em> send that reply to the customer from your Help Scout Inbox — or add a note for only your team to see in Help Scout. You can also change the assignment, status, add tags, and more, all right from your email.</p>
<div class="callout-yellow">
<p><strong>Note:</strong> Help Scout email notifications are unique to the User and the conversation. <em>Only</em> the person who received the notification can reply to it. In other words, you can't forward your email notification to another User or a third-party for them to take action on.</p>
</div>
<div class="video video-wistia video-responsive" style="aspect-ratio:16 / 9;">
<iframe src="https://fast.wistia.net/embed/iframe/ore97z288e?videoFoam=false" width="100%" height="100%" frameborder="0" allowtransparency="true" scrolling="no" classname="wistia_embed" name="wistia_embed" msallowfullscreen="true" webkitallowfullscreen="true" mozallowfullscreen="true" allow="autoplay; fullscreen"></iframe>
</div>
<h2 id="responding">Work With Email Notifications </h2>
<p>When you receive an email notification, you just need to reply to it like any other email in your inbox to take action on that conversation in Help Scout. </p>
<p>But heads up: What action you take <em>by default</em> can change depending on what kind of notification it is. You'll want to pay close attention to what kind of notification you're working with to make sure you're reaching the audience you want to. </p>
<h4 id="anatomy"> The Anatomy of an Email Notification</h4>
<p>First up, let's break down what the email notifications look like and what information you'll have there. Below is an email notification that was sent to Josie when Angela mentioned her on a conversation. </p>
<p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6025ac22b3ebfb109b581922/file-fks2R9LONn.png" style="width: 100%; max-width: 100%; "></p>
<dl>
<dt>
1
</dt>
<dd>
The subject of the email notification will alert you to what kind of notification it is in some cases, and let you know the conversation number the notification is regarding.
</dd>
<dt>
2
</dt>
<dd>
This line will tell you what action replying to this notification will take by default. Replying to an @mention notification will default to adding a note to the conversation. Replying to many other notifications will result in
<em>adding a reply to the customer</em> instead.
<br>
<br> Always make sure you know which action you're taking by checking this line!
</dd>
<dd>
<img style="width: 627px;" src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6025af71b3ebfb109b581930/file-jXiHwHb4Lm.png">
</dd>
<dt>
3
</dt>
<dd>
Conversation information is always included! You can see what Inbox the conversation was in when the notification was generated, the action that generated the notification, the conversation number linked to the conversation in Help Scout, and the most recent conversation history for reference.
</dd>
</dl>
<h4>Reply to an Email Notification</h4>
<p>Reply just as you would to any email you've received. It's really that easy! </p>
<p>Make sure you're taking note of which action you're doing by default, as mentioned in item #2 above, and then check out <a href="#ecommands">the email commands</a> for the full list of actions you can take in a reply to a notification. </p>
<p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/6025b97d8502d1120e906b70/file-5MyujJV7v1.png" style="width: 554px; max-width: 100%; "></p>
<h2 id="ecommands">Email Commands for Notifications</h2>
<h4>Important Notes:</h4>
<ul>
<li>Make sure to note what action your reply will take — replies to some notifications will create a note, replies to other notifications will send a reply to the customer. Every notification will have a line that tells you what your reply will do. See the <a href="#anatomy">breakdown of a notification above</a> for help there. </li>
<li>When replying to an email notification that creates a reply to the customer, any text entered and sent will be visible to the customer. Use the <strong>@note</strong> command to add a note, which is visible to your team members only. It's not possible to reply to the customer <em>and</em> add a note at the same time — if you need to do both, you'll need to reply to the notification 2 separate times, one with a customer reply, one with a note. </li>
<li><p>When using <strong>@note</strong> with other commands, the content of the note must be entered immediately after <strong>@note</strong>, with no other commands in between. Example: </p><p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/5fdcfc610b11ce44f6393bab/file-SO7GrzKB7t.png" style="width: 393px; max-width: 100%; "></p></li>
<li> The only email address that should be in the email from your email client when you reply to a notification or manually forward an email is the <em>Help Scout address</em>; do not include any CC or BCC addresses on the email reply itself. Use the <strong>@cc</strong> or <strong>@bcc</strong> commands to add other email addresses to the conversation in Help Scout. </li>
</ul>
<table class="table-bordered" cellspacing="0" cellpadding="0">
<tbody>
<tr>
<th style="background: #f9fafa;"> <strong> Command</strong> </th>
<th style="background: #f9fafa;"> <strong> Values</strong> </th>
</tr>
<tr>
<td> <text> </td>
<td> text with no command is sent as a reply to the customer </td>
</tr>
<tr>
<td> @note </td>
<td> notes are visible only to other Help Scout Users </td>
</tr>
<tr>
<td> @assign </td>
<td> first/full name of another user, email address of another user, full name of a Team (requires the <a href="//docs.helpscout.com/article/594-create-and-manage-teams">Teams</a> feature) </td>
</tr>
<tr>
<td class="cm"> @me </td>
<td> no value required, assigns to yourself </td>
</tr>
<tr>
<td> @status </td>
<td> active, pending, closed, spam </td>
</tr>
<tr>
<td> @active, @pending, @closed, @spam </td>
<td> no value required, sets the status accordingly </td>
</tr>
<tr>
<td> @tag </td>
<td> add one or more tags, each separated by a comma </td>
</tr>
<tr>
<td> @cc </td>
<td> any valid email address, separate multiple with commas (note: should not be used alongside @note) </td>
</tr>
<tr>
<td> @bcc </td>
<td> any valid email address, separate multiple with commas </td>
</tr>
<tr>
<td> @subject </td>
<td> whatever you want the new subject to be </td>
</tr>
<tr>
<td> @nocc </td>
<td> Help Scout is "Reply All" by default, but you can use this command to remove any Cc'd parties on the reply. </td>
</tr>
<tr>
<td> @nobcc </td>
<td> If auto bcc is enabled in your user profile, use this command to prevent it from applying to a specific message. </td>
</tr>
</tbody>
</table>
</article>
<div class="articleRatings" data-article-url="https://docs.helpscout.com/article/67-respond-to-email-notifications-to-take-action-in-help-scout">
<span class="articleRatings-question">Did this answer your question?</span>
<span class="articleRatings-feedback">
<span class="articleRatings-feedback-tick">
<svg height="20" viewBox="0 0 20 20" width="20" xmlns="http://www.w3.org/2000/svg">
<path d="m8 14a.997.997 0 0 1 -.707-.293l-2-2a.999.999 0 1 1 1.414-1.414l1.293 1.293 4.293-4.293a.999.999 0 1 1 1.414 1.414l-5 5a.997.997 0 0 1 -.707.293" fill="#2CC683" fill-rule="evenodd"></path>
</svg>
</span>
<span class="articleRatings-feedback-message">Thanks for the feedback</span>
</span>
<span class="articleRatings-failure">There was a problem submitting your feedback. Please try again later.</span>
<div class="articleRatings-actions">
<button class="rateAction rateAction--positive" data-rating="positive">
<span class="sr-only">Yes</span>
<span class="rating-face">
<svg xmlns="http://www.w3.org/2000/svg" width="24" height="24">
<path fill-rule="evenodd" d="M5.538 14.026A19.392 19.392 0 0 1 12 12.923c2.26 0 4.432.388 6.462 1.103-1.087 2.61-3.571 4.436-6.462 4.436-2.891 0-5.375-1.825-6.462-4.436zm1.847-3.872a1.846 1.846 0 1 1 0-3.692 1.846 1.846 0 0 1 0 3.692zm9.23 0a1.846 1.846 0 1 1 0-3.692 1.846 1.846 0 0 1 0 3.692z"></path>
</svg>
</span>
</button>
<button class="rateAction rateAction--negative" data-rating="negative">
<span class="sr-only">No</span>
<span class="rating-face">
<svg xmlns="http://www.w3.org/2000/svg" width="24" height="24">
<path fill-rule="evenodd" d="M7.385 13.846a1.846 1.846 0 1 1 0-3.692 1.846 1.846 0 0 1 0 3.692zm9.23 0a1.846 1.846 0 1 1 0-3.692 1.846 1.846 0 0 1 0 3.692zm-.967 4.95a.992.992 0 0 1-.615-.212c-1.701-1.349-4.364-1.349-6.065 0a.998.998 0 0 1-1.36-.123.895.895 0 0 1 .127-1.3A6.897 6.897 0 0 1 12 15.692c1.555 0 3.069.521 4.266 1.467.41.326.467.909.127 1.3a.982.982 0 0 1-.745.335z"></path>
</svg>
</span>
</button>
</div>
</div>
<section class="articleFoot">
<time class="lu" datetime="2024-11-01">Updated on November 1, 2024</time>
</section>
</div><!--/contentWrapper-->
<section class="related">
<h3>Related Articles</h3>
<ul>
<li><a href="/article/99-prevent-duplicate-replies-with-collision-detection"><i class="icon-article-doc"></i><span>Prevent Duplicate Replies With Collision Detection</span></a></li>
<li><a href="/article/696-manage-help-scout-notifications"><i class="icon-article-doc"></i><span>Manage Help Scout Notifications</span></a></li>
</ul>
</section>
</section><!--/content-->
<aside id="sidebar" class="span3">
<form action="/search" method="GET" id="searchBar" class="sm" autocomplete="off">
<input type="hidden" name="collectionId" value="52449db4e4b0145597daf4e4">
<input type="text" name="query" title="search-query" class="search-query" placeholder="Search" value="" aria-label="Search">
<button type="submit">
<span class="sr-only">Toggle Search</span>
<i class="icon-search"></i>
</button>
<div id="serp-dd" style="display: none;" class="sb">
<ul class="result">
</ul>
</div>
</form>
<h3>Categories</h3>
<ul class="nav nav-list">
<li><a href="/category/74-copying-email-to-help-scout">Copy Email to Help Scout <i class="icon-arrow"></i></a></li>
<li><a href="/category/24-mailbox-and-user-settings">Inbox Settings <i class="icon-arrow"></i></a></li>
<li><a href="/category/23-working-with-conversations">Work with Conversations <i class="icon-arrow"></i></a></li>
<li class="active"><a href="/category/230-productivity">Productivity <i class="icon-arrow"></i></a></li>
<li><a href="/category/1568-customer-management">Customer Management <i class="icon-arrow"></i></a></li>
<li><a href="/category/604-mobile-apps">Mobile Apps <i class="icon-arrow"></i></a></li>
</ul>
</aside><!--/span-->
</div><!--/row-->
<div id="noResults" style="display:none;">No results found</div>
<footer>
<p>©
<a href="https://www.helpscout.com/">Help Scout</a>
2024. <span>Powered by <a rel="nofollow noopener noreferrer" href="https://www.helpscout.com/docs-refer/?co=Help+Scout&utm_source=docs&utm_medium=footerlink&utm_campaign=Docs+Branding" target="_blank">Help Scout</a></span>
</p>
</footer>
</section><!--/.fluid-container-->
<script src="//d3eto7onm69fcz.cloudfront.net/assets/javascripts/app3.min.js"></script>
<script>
// keep iOS links from opening safari
if(("standalone" in window.navigator) && window.navigator.standalone){
// If you want to prevent remote links in standalone web apps opening Mobile Safari, change 'remotes' to true
var noddy, remotes = false;
document.addEventListener('click', function(event) {
noddy = event.target;
while(noddy.nodeName !== "A" && noddy.nodeName !== "HTML") {
noddy = noddy.parentNode;
}
if('href' in noddy && noddy.href.indexOf('http') !== -1 && (noddy.href.indexOf(document.location.host) !== -1 || remotes)){
event.preventDefault();
document.location.href = noddy.href;
}
},false);
}
</script>
<div id="beacon-container"></div></body></html>