The features you need to stay productive while delivering great support.
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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.
Our editor makes it easy to add bold, italics, links, or lists to your replies and notes.
Bend Help Scout to your will using OAuth and these read/write endpoints.
Quickly delegate a conversation to another user when you need help.
Attach files of up to 10MB to any outgoing messages.
Great for use with a CRM, set up Auto Bcc to copy all your replies to another system.
Create a confirmation message that is sent to customers as soon as their email is received.
Receive instant notifications in Chrome, Firefox, or Safari.
When viewing a folder, select up to 50 conversations, and you can act on them all at once.
Offer live chat to your customers by installing Beacon on your website.
Get real-time alerts when people are viewing or replying to the same conversation.
Perform custom analysis by exporting your reporting data to a CSV or Excel file.
A quick way for developers to pull customer data from a third party source into the sidebar.
Set up or require fields to store custom data for each conversation.
Profiles are auto-populated, editable, and include all previous history.
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).
Need to involve a third party in a thread? You can forward it to them just like an email.
Add a personalized HTML signature to every reply.
Plain looks like a normal email and Fancy is more design-y.
Get email notifications for replies or notes on any conversation.
Import users from your account; send emails via Gmail.
Check in on your mailboxes, manage conversations, and collaborate with your team.
Bring contextual information about your customers into Help Scout.
Limit access to your Help Scout account to users connecting from a predefined list of IP address ranges or individual IPs.
Create a new Jira issue from a Help Scout conversation.
Users with limited permissions at a lower per user cost.
Mailboxes can be restricted to specific users.
Easily merge multiple conversations from the same customer into one.
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.
Private communication between users that is not visible to the customer.
Filter reports and activate the auto reply based on your operating hours.
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.
When a customer calls in, the details of the call can quickly be logged to their profile.
Instant notification of Help Scout activity on your mobile device.
Pulls in customer activity details from Salesforce to Help Scout.
SAML single sign onPro
Sign in to Help Scout with your company’s SSO credentials using any SAML-compatible identity provider.
Customers rate their support experience, and you can view results in the reports.
AKA canned responses, insert these in two clicks to answer common questions.
Search all your data, add advanced filters, and perform bulk actions all in one step.
Incoming emails are run through a spam filter that learns from your actions.
Use tags to categorize conversations, monitor trends, and trigger Workflows.
Assign conversations and monitor reports based on a group of users.
Two factor authentication
Set up two-factor authentication (2FA) using a mobile device and either an authenticator app or SMS text message.
You can choose whether to give users access to more advanced management features.
Help Scout can parse incoming voicemails from 50+ different providers.
Instant notification of activity in Help Scout.
Filter emails, create custom folders, and automate actions.
Includes everything you need to customize the experience and fully integrate Docs.
You'll be notified instantly when someone else is editing an article.
Point any domain or sub-domain to your Docs site for branding 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.
Docs sites work on any device, so customers find what they need wherever they are.
Translate English words on your site to another language.
Each plan comes with at least one site, and you can add more for $20/month/site.
Enables you to create an internal knowledge base only for Help Scout users.
Add related articles to any resource in a few clicks.
Access and restore previous versions of an article quickly.
Lightning fast search enables customers to find what they need in seconds.
Customize your URL slug, add keywords, and enjoy an auto-generated sitemap.xml file.
Your site will be served over SSL for no additional charge.
Docs can handle all the collections and articles you can throw at it.
Suggest different Docs articles depending on the page URL.
Update your Beacon settings instantly without touching code.
Pre-fill fields or allow customers to update them for you.
Customer profile data
Use the identify method to pass valuable customer data to the sidebar.
Customize and control your Beacon with code.
Support another language or match to your voice and tone.
Authenticate your customers without requiring a login.
Customers can access their support history and reply in Beacon.
Engage people on your website.
Add Beacon to your native iOS or Android app.
Filter reporting data by conversation type, mailbox, tag, or folder.
Access all metrics and reports for your company via reporting API endpoints.
When a metric represents a group of conversations, click to see all the specifics.
Compare report metrics to the previous time period or another custom date range.
CSV or XLSX
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.
All reports have a beautiful printer-friendly layout.
See all key metrics and activity for a specific user on a single page.
Save a set of filtering conditions and revisit the report at any time.
Granular control over when you would like Help Scout to notify you of account activity.
Prevents 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
We understand how important reliability is to your business.
Help Scout complies with the EU's data protection laws.
Safely store protected health information (PHI) in Help Scout.
We contract with security researchers and pen testers to discover security vulnerabilities.
PCI level III
Payment information is stored and processed securely.
SSL & TLS (email) encryption
Bank-level security protects all your company data.
Adhering to industry-standard best practices with regards to your privacy.