All Features
The features you need to stay productive while delivering great support.
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Mailboxes
90+ Apps
& IntegrationsStandard
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.
APIStandard
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, set up 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.
ChatStandard
Offer live chat to your customers by installing Beacon on your website.
Collision Detection
Get real-time alerts 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 AppsStandard
A quick way for developers to pull customer data from a third party source into the sidebar.
Custom FieldsPlus
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 design-y.
Follow Conversations
Get email notifications for replies or notes on any conversation.
Google AppsStandard
Import users from your account; send emails via Gmail.
Mobile Apps
Check in on your mailboxes, manage conversations, and collaborate with your team.
HubSpot IntegrationPlus
Bring contextual information about your customers into Help Scout.
IP RestrictionsCompany
Limit access to your Help Scout account to users connecting from a predefined list of IP address ranges or individual IPs.
Jira IntegrationPlus
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 MailboxesStandard
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 HoursStandard
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 of Help Scout activity on your mobile device.
Salesforce IntegrationPlus
Pulls in customer activity details from Salesforce to Help Scout.
SAML Single Sign-onCompany
Sign in to Help Scout with your company’s SSO credentials using any SAML-compatible identity provider.
Satisfaction RatingsStandard
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.
TeamsPlus
Assign conversations and monitor reports 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.
WebhooksStandard
Instant notification of activity in Help Scout.
WorkflowsStandard
Filter emails, create custom folders, and automate actions.
Knowledge Base
APIStandard
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 on your site to another language.
Multiple SitesStandard
Each plan comes with at least one site, and you can add more for $20/month/site.
Private CollectionsStandard
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 DataStandard
Docs can handle all the collections and articles you can throw at it.
Beacon
Article Suggestions
Suggest different Docs articles depending on the page URL.
Beacon Builder
Update your Beacon settings instantly without touching code.
Custom FieldsPlus
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.
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.
Mobile SDKs
Add Beacon to your native iOS or Android app.
Reports
Advanced Filters
Filter reporting data by conversation type, mailbox, tag, or folder.
APIStandard
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 ComparisonsStandard
Compare report metrics to the previous time period or another custom date range.
Export to
CSV or XLSXStandard
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.
ViewsStandard
Save a set of filtering conditions and revisit 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
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
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
Safely store protected health information (PHI) in Help Scout.
Independently Tested
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.
Data Privacy
Adhering to industry-standard best practices with regards to your privacy.
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