Help Desk API

Provide customers with a great experience at any scale.

Help Desk API

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.

Reports

Help Scout gives you insights that drive results.

Reports

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.

Docs

Enhance your help desk with an integrated knowledge base.

Docs

Works Everywhere

  • Your website works on any device: desktop, tablet or mobile. Customers will find what they need no matter where they are.

Brandable

  • 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.

Email Integration

Send updates to customers without logging in, from any email client.

Email Integration

Traffic Cop

  • Traffic Cop steps in if two people respond to the same message by accident.

Forward Conversations

  • 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

99.95% uptime

  • 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.

Independently Tested

  • Security researchers are paid a bounty for discovering security vulnerabilities.

HIPAA compliant

  • 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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