Announcing Against the Grain: the stories of business done differently. Against the Grain
Announcing Against the Grain: the stories of business done differently. Against the Grain
All Features
Soup to nuts, why Help Scout is a win for your business
Mailboxes
50+ Apps & integrations Standard
Connect Help Scout to other web services your business depends on
75+ keyboard shortcuts
No mouse required! Help Scout can be used almost entirely via keyboard
Advanced formatting
Our editor makes it easy to add bold, italics, links or lists to your replies and notes
API Standard
Bend Help Scout to your will using OAuth and these read/write endpoints
Assigning
Quickly delegate a conversation to another User when you need help
Attach files
Attach files of up to 10mb to any outgoing messages
Auto Bcc
Great for use with a CRM, setup Auto Bcc to copy all your replies to another system
Auto reply
Create a confirmation message that is sent to customers as soon as their email is received
Browser notifications
Receive instant notifications in Chrome, Firefox or Safari.
Bulk actions
When viewing a folder, select up to 50 conversations and you can act on them all at once
Chat Standard
Offer live chat to your customers by installing Beacon on your website
Collision detection
Real-time alert when people are viewing or replying to the same conversation
CSV Export
Perform custom analysis by exporting your reporting data to a CSV or Excel file
Custom Apps Standard
Quick way for developers to pull customer data from a third party source into the sidebar
Custom Fields Plus
Set up or require fields to store custom data for each conversation
Customer profiles
Profiles are auto-populated, editable and include all previous history
Desktop Notifications
Get notified of conversation activity with desktop browser notifications supported on Chrome, Firefox, and Safari.
Edit/hide threads
Any conversation thread can be edited or hidden from the customer (like a note)
Email forwarding
Need to involve a third party in a thread? You can forward it to them just like an email
Email signatures
Add a personalized HTML signature to every reply
Follow Conversations
Get email notifications for replies or notes on any conversation
Google Apps Standard
Import Users from your account, send emails via Gmail
iOS App
Check in on your mailboxes, manage conversations, and collaborate with your team on your iPad or iPhone.
HubSpot Integration Plus
Bring contextual information on your customers, straight to Help Scout
IP Restrictions Company
Limit access to your Help Scout account to users connecting from a predefined list of IP address ranges or individual IPs
Jira Integration Plus
Create a new Jira issue from a Help Scout conversation
Mailbox permissions
Mailboxes can be restricted to specific Users
Merge conversations
Easily merge multiple conversations from the same customer into one
Multiple mailboxes Standard
Manage email for multiple brands, sites or departments all in one place
No email branding
A personal touch is important, so there are no links to Help Scout on your outbound emails
Notes
Private communication between Users that is not visible to the customer
Office hours Standard
Filter reports and activate the auto reply based on your operating hours
Open tracking
When a customer views your most recent message, it will be denoted in Help Scout
Outgoing SMTP settings
We can send emails on your behalf or use your custom SMTP credentials
Phone conversations
When a customer calls in, the details of the call can quickly be logged to their profile
Push Notifications
Instant notification on your mobile device of Help Scout activity
Salesforce Integration Plus
Pulls in customer activity details from Salesforce to Help Scout
SAML Single Sign-on Company
Sign in to Help Scout with your company’s SSO credentials using any SAML-compatible identity provider
Satisfaction ratings Standard
Customers rate their support experience and you can view results in the reports
Saved replies
AKA canned responses, insert these in two clicks to answer common questions
Search
Search all your data, add advanced filters and perform bulk actions all in one step
Spam filtering
Incoming emails are run through a spam filter that learns from your actions
Tags
Use tags to categorize conversations, monitor trends and trigger Workflows
Teams Plus
Assign conversations and monitor Reporting based on a group of Users
Traffic cop
A form of collision detection that prevents duplicate replies
Two-factor authentication
Set up two-factor authentication (2FA) using a mobile device and either an authenticator app or SMS text message.
User permissions
You can choose whether to give Users access to more advanced management features
Voicemail integration
Help Scout can parse incoming voicemails from 50+ different providers
Webhooks Standard
Instant notification of activity in Help Scout
Workflows Standard
Filter emails, create custom folders and automate actions
Docs Knowledge Base
API Standard
Includes everything you need to customize the experience and fully integrate Docs
Collision detection
You'll be notified instantly when someone else is editing an article
Custom domain
Point any domain or sub-domain to your Docs site for branding control
Design/CSS control
Own the look and feel of your site with various settings and your own custom CSS
Help desk integration
Search Docs when viewing a conversation and insert a link without leaving the page
Mobile friendly
Docs sites work on any device so customers find what they need wherever they are
Multi-language translation
Translate English words in your site to another language
Multiple sites Standard
Each plan comes with at least one site and you can add more for $20/month/site.
Private collections Standard
Enables you to create an internal knowledge base only for Help Scout users
Related articles
Add related articles to any resource in a few clicks
Revision history
Access and restore previous versions of an article quickly
Search
Lightning fast search enables customers to find what they need in seconds
SEO
Customize your URL slug, add keywords and enjoy an auto-generated sitemap.xml file.
SSL
Your site will be served over SSL for no additional charge.
Unlimited data Standard
Docs can handle all the collections and articles you can throw at it
Beacon
Article Suggestions
Suggest Docs articles depending on the page URL
Beacon builder
Update your Beacon settings instantly without touching code
Custom Fields Plus
Prefill fields or allow customers to update them for you
Customer profile data
Use the identify method to pass valuable customer data to the sidebar
Javascript API
Customize and control your Beacon with code
Translation
Support another language or match to your voice and tone
Secure mode
Authenticate your customers without requiring a login
Support history
Customers can access their support history and reply in Beacon
Messages
Engage people on your website
Reports
Advanced filters
Filter reporting data by conversation type, mailbox, tag or folder
API Standard
Access all metrics and reports for your company via Reporting API endpoints
Conversation drill downs
When a metric represents a group of conversations, click to see all the specifics
Date comparisons Standard
Compare report metrics to the previous time period or another custom date range
Export to CSV or XLSX Standard
Export your data for additional analysis alongside your other business data
Office Hours filtering
Adjust response and resolution times to exclude hours out of office
Printer-friendly
All reports have a beautiful printer-friendly layout
User-specific reporting
See all key metrics and activity for a specific User on a single page
Views Standard
Views allow you to save a set of filtering conditions and re-visit the report at any time.
Email Integration
Email notifications
Granular control over when you would like Help Scout to notify you of account activity
Email Traffic Cop
Steps in to prevent duplicate replies from going to the customer
Forward in conversations
Forward email from your personal inbox to create a support conversation
Update conversations remotely
Update conversations without logging in using simple @ commands
Security and Reliability
99.99% uptime
We understand how important reliability is to your business
GDPR compliance
Help Scout complies with the EU's data protection laws
HIPAA compliance
Storing protected health information (PHI) is A-OK in Help Scout
Independently Tested
We contract with security researchers and pen testers to discover security vulnerabilities
PCI compliance (Level 1)
Payment information is stored and processed securely
SSL & TLS (email) encryption
Bank-level security protects all your company data
Privacy Shield and Safe Harbor compliant
Adhering to the industry standard best practices with regard to your privacy
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