April Release Notes: GDPR, Beacon 2.0, and Notification Updates

Release Notes is our regular update that highlights the recent product improvements we’ve made so you can easily stay up-to-date on what’s new.

April showers bring GDPR updates, Beacon 2.0 developments, and a salary study! I think it goes something like that? Luckily, chief of all things GDPR at Help Scout, Megan, is here to tell us more. But first, Leah with the video rundown…

What’s New 🚀

GDPR FAQ with Megan Chinburg


Megan Chinburg

Megan, along with our core privacy team, has been working hard to ensure that we’ve got all GDPR requirements checked off well before the May 25th deadline. If you’re currently opening a new tab to search for the meaning of GDPR, read on.

Q: What does GDPR stand for?

A: The General Data Protection Regulation is an effort to strengthen existing EU data protection laws. Companies with any connection to EU residents are updating regulation on how personal data is obtained, used, stored, and disposed of.

Q: Why is it important?

A: It helps protect EU residents from privacy and data breaches.

Q: Does Help Scout have a DPA (Data Processing Amendment)?

A: Yes! It is now live on our website.

Q: How can we sign the DPA?

A: Trick question (sort of). You don’t need to sign it. It’ll be incorporated into Help Scout’s Terms of Service on May 25th. By continuing to use Help Scout, you’ll be accepting the language of the DPA. In case you need a signed copy, we have one available to download.

Q: Where can we find everything that Help Scout is doing GDPR?

A: All the links you need can be found below! Huzzah!

See Help Scout’s DPA

Beacon 2.0 bubbly

Help Scout Beacon 2.0

If you’ve been reading our blog lately, you’ve probably gathered that our team is working full steam ahead to deliver the magic of Beacon 2.0 to your accounts.

You may or may not have noticed that we’re currently eating our own dog food (drinking our own champagne?) by embedding the current version of Beacon 2.0 right within the Help Scout app. If you come across it, feel free to send us your feedback! We’re all ears.

Use Beacon in Help Scout

Our mobile developers are also enjoying some Beacon bubbly. The latest versions of our Beacon SDKs are live on Android and iOS.

Help Scout Beacon 2.0 SDKs

Interested in an inside look at our active developments? Follow along in Nick’s monthly blog posts! This month, he talks about the principles and constraints behind our user interface for chat.

Behind-the-scenes of Beacon 2.0

Notification changes

Do you ever feel overly notified? Is your workday a parade of (mostly unnecessary) pings? Unfortunately, we can’t help with all areas of your life, but we can give you more control over notifications related to Help Scout.

Now you can choose whether or not you want email notifications for different mailbox events. It’s all up to you! In case you’re , we won’t be making any changes to your current notification settings, but you can jump into your profile and change your own notification future.

Learn more

Customer Team Roundup 💪 ✨

In support, little things can make a big difference — even seemingly small changes can save your whole team some precious time. In this section, we highlight the maybe-overlooked (but very powerful!) changes each month that are making our own customer champions cheer.

Up this month: Amanda writes in from Seoul and Taipei! #remotework


Multi-mailbox Conversations in full bloom

Mailbox to Mailbox

In the past, it wasn’t possible to send emails from one mailbox to another within the same Help Scout account. Last month, we started slowly adding support for that. Shout out to all the adventurous ones who embraced this change early on and helped us hunt down some bugs! We’ve since deployed some more fixes to tackle threading issues. Mailbox-to-mailbox emailing is now available in all new accounts! If you see anything funky with multi-mailbox Conversations, please let us know!

No more accidental tag merging

No more accidental tag merging

This change has been mostly under the radar, but it’s one of my recent favorites! Normally, doing the fewest amount of clicks is preferable, but adding this extra confirmation step before merging tags has helped a lot of accidents. Now, you clearly see all the tags you are about to merge before committing to the change! Like Conversations, once tags are merged, they can’t be un-merged.

Before you go…

2018 Customer Support Salary Survey

It’s here! It’s here! Okay, fine. We know a salary survey doesn’t sound like that much fun, but here’s why you should take a few minutes out of your day to complete it…

We think customer support is a great career choice, and we want to help the humans of support get paid what they deserve. The more salary transparency, the more leverage folks have for negotiating. The participant pool has grown each year! Why not jump in?

  1. Take a minute to answer a few questions about your salary and where you work. Make sure to get your responses in by May 18th.
  2. Receive a handy salary study from Help Scout and Support Driven.

See the 2017 study

Upcoming Events

What’s Up Docs?

This is for you if …

You are looking for ways to decrease the load on your team and help your customers self-serve. Help Scout Docs can be your first line of support. In this webinar we’ll talk through best practices for setting up a Docs site to make your customers happier and your team more efficient.

  • Thursday, May 17
    12 p.m. EST

Save your Spot

h-API-ness 2.0

This is for you if …

You’d like to learn about how we’re upping our API game with the Mailbox API 2.0. If you’re a DIY kinda person, wanting to build your own custom reporting, specialized integrations, and advanced automations, Bob Stalmach, API Engineer, is excited to tell you all about our latest changes!

  • Wednesday, May 23
    9 a.m. EST

Save your spot


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