If you use a mailing list in Help Scout to distribute your surveys, the first & last name and email address information of the respondents will be captured automatically. You'll be able to filter survey results by these attributes as well. You can also add any attributes to your survey link that are supported by Help Scout.

There are two ways to distribute your survey with Help Scout:

  1. Hide the survey link behind a CTA button, or hyperlink

  2. Embed the first question into the Help Scout email to boost your response rate

Step 1. Create an email survey

Start by choosing the Create new survey button. Select Email or shareable link survey, and pick whether you'd like to use a ready template or start from scratch. Now, build your survey by adding your questions, and applying survey logic.


❗️Please remember, if you want to embed your survey into an email, the first question of your survey needs to be either a welcome message, single choice, a smiley scale, rating scale, or a Net Promoter Score. If you choose any other type of question as to the first one, we will only provide you with the link to your survey.

Step 2. Design your survey experience

Customize your survey page in the Design tab, by adding your company logo or changing colors. Make your surveys entirely branded as your own!

In the Settings, you can also enable navigation, progress bar, email answers confirmation, or modify the survey's messages.

Step 3. Configure the survey settings

Once you are ready with your survey, head on to the Configure tab and pick Help Scout as the distribution tool under 'Identify respondents with'.

Under the Configure tab, you can also enable other options, such as multiple responses.

Step 4. Set up integrations for your email survey

In the Connect tab, you can connect the survey with any tool you use or set up Email Notifications whenever a survey is answered.

Step 5. Share your survey

Head over to the Share tab and decide how you'd like to send your survey.

  • Direct link

Grab a link to your survey from the Copy Link button, and hide it behind a CTA button, or a hyperlink.

  • Launch in an email

Display your survey's first question directly in the email's body, to allow starting the survey directly from the email. The respondents will then be redirected to a landing page to answer the rest of the survey.

1. Click Get your code, then copy the HTML code.

2. Open or create a new conversation in Help Scout.

3. Pick "Insert HTML" from the available options.

Paste the HTML code copied from your surveys and you're ready to go!
You can send out the survey and get feedback from your users.

💡 To make things even easier you can save a Survicate survey as a "saved reply" so it will be possible to use even faster!
All you need to do is go to saved replies, create a new saved reply, paste the HTML code and click "save reply".

From now on you will be able to find the survey in your saved replies library!

Best practices

Create follow-up conversations or update customers' properties with Zapier integration

You can connect Help Scout and Survicate via Zapier to trigger new conversations or update customers' information when a new survey is answered or completed.

Collect information about the respondents

When sending the survey via Help Scout, we'll automatically recognize the respondent's first & last name and email. You can also add any other Help Scout attributes to your survey link to identify the respondents with this data.

Measure Customer Service Performance with Help Scout
You can share Survicate customer service agent surveys using Help Scout and collect agent-specific feedback from your customers. By adding agent-specific parameters to your survey link, you can gather feedback on their performance.

These parameters are easily filtered to analyze your agents’ performance results individually.

📞 If you have any questions about sending a survey via Help Scout - feel free to reach out to our team via chat or email: support@survicate.com

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