Welcome to our guide on optimizing workflows with tag-based actions in Help Scout. Tags streamline support operations. In this guide, we'll show you how to leverage tag-based actions for efficient customer service and better team collaboration.


Access the Workflows Section

After signing in to Help Scout, go to the left-side menu and click on 'Manage' and pick a mailbox. From the drop-down menu, select 'Workflows'.


Create a New Workflow

In the Workflows section, click on 'New Workflow'.


Set Workflow Basics

In the 'Basics' section, give your workflow a name and select the mailbox it should apply to. You can also decide if this workflow will be manual or automatic.


Define the Conditions

Under the 'Conditions' section, set the criteria for when your workflow should trigger. For tag-based actions, choose 'Tag' in the 'When' dropdown. Then specify the tag that should trigger the action.


Set Actions

In the 'Actions' section, define what should happen when the conditions are met. This could be moving the conversation to a different folder, assigning it to a team member, changing its status, or more.


Apply the Workflow

After defining the conditions and actions, save the workflow. If the workflow is automatic, it will start working immediately. For manual workflows, you can apply them to conversations from your mailbox.


Monitor Workflow Performance

Keep an eye on the 'Performance' tab in your workflow's details. This shows how many times your workflow has been used, helping you understand its impact and effectiveness.

Congratulations! You've successfully learned how to optimize workflows with tag-based actions in Help Scout. By utilizing tags effectively, you can automate tasks, categorize conversations, and foster better communication within your team. Continuously review and update your tags to ensure they align with your support goals. Happy optimizing!

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