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

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

Email templates

Plain looks like a normal email and Fancy is more designy

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

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

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