Help Desk API
Provide customers with a great experience at any scale.
Increase productivity with Workflows
- Automate one or more actions with some basic if/then logic. There are endless ways Workflows can help your support team.
- Automate Actions - If the subject line contains invoice, assign the email to Julie and add the billing tag.
- Send Bulk Replies - For all conversations tagged issue-123, email the customer and close the conversation.
- Create Custom Views - If active conversations go 24 hours without a reply, add them to the Overdue folder.
Keep everyone on the same page
- Tags - Use them to categorize conversations, monitor trends and trigger Workflows.
- Saved Replies - Answer common questions and keep the message personalized.
- Notes - Delegate and communicate privately with a team member.
Relationship history right where you need it
- Every customer has an auto-populated, editable profile including their entire history with your company. It can even sync with your CRM.
- Integrate Live Chat - Help Scout seamlessly integrates with services like Olark and Snap Engage so that every chat is automatically stored in the customer's profile.
- Phone Calls and Voicemails - 50+ voicemail services are supported out of the box. Logging phone calls is quick and easy too.
Help Scout gives you insights that drive results.
Drill down on reports
- Every report provides you with opportunities to understand the details, down to specific conversations, without leaving the page.
- Conversation Report - See how and when common saved replies are used.
- Productivity Report - Look through conversations with high resolution times.
- user Report - Read through a user's recent conversation history.
Enhance your help desk with an integrated knowledge base.
- Your website works on any device: desktop, tablet or mobile. Customers will find what they need no matter where they are.
- Make each site your own with several color and layout options. For advanced control, you can add a custom CSS stylesheet.
Integrated with the Help Desk
- The Docs search bar is front and center when you view a conversation, so you can find an article and insert a link without leaving the page.
Built for Collaboration
- Docs has built-in collision control. You'll be notified instantly when someone else is editing an article.
Manage up to 5 sites
- Need a separate knowledge base for each product or brand in your company? No problem! You can manage up to 5 separate sites at no additional charge.
Publish from your Desktop
- Docs integrates with Screensteps desktop publishing software. It's great for larger teams managing a lot of help content.
- Instantly Useful - Your site will start reducing email volume once you publish the first article. A typical Docs site looks like ours.
- Upload HTML, Markdown or Text - You can upload new articles in HTML, Markdown or txt format.
- Multi-lingual - Translate any of your sites from English into the language of your choice.
- Hacker friendly - The Docs API includes everything you need to custom tailor the experience and suit a more unique set of requirements.
Send updates to customers without logging in, from any email client.
- Traffic Cop steps in if two people respond to the same message by accident.
- Forward any email to your support inbox to create a new conversation.
- Any text added to the top of the forward will be added as a note in Help Scout
- Help Scout processes the email and adds your note to the conversation
Security and Reliability
Bank level security protects all your company data
- Including scheduled maintenance, Help Scout has been down less than 4 hours in the last 12 months.
Level 1 PCI compliance
- Payment information is stored and processed securely.
- Security researchers are paid a bounty for discovering security vulnerabilities.
- Storing protected health information (PHI) is A-OK in Help Scout.
U.S.-EU Safe Harbor compliant
- Adhering to the industry standard best practices with regard to your privacy.
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