All Features

Soup to nuts, why Help Scout is a win for your business

Help Desk

40+ Apps & integrations Standard

Connect Help Scout to other web services your business depends on

Help Scout Keyboard Shortcuts

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 these read and 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

Collision detection

Real-time alert when people are viewing or replying to the same conversation

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 Profile

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

Free Inactive Users Plus

You'll only be billed for the people that are actively using Help Scout

Google Apps Standard

Import Users from your account, send emails via Gmail

Help Scout iPhone app

iOS App

Check in on your mailboxes, manage conversations, and collaborate with your team on your iPad or iPhone.

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

Communicate privately with Help Scout notes

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

Track phone coversations in Help Scout

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

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

Help Scout Tags

Tags

Use tags to categorize conversations, monitor trends and trigger Workflows

Teams Plus

Assign conversations and monitor Reporting based on a group of Users

Traffic cop

A form of collision detection that prevents duplicate replies

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

Reports

Advanced filters

Filter reporting data by conversation type, mailbox, tag or folder

API Standard

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 comparisons Standard

Compare report metrics to the previous time period or another custom date range

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

Views Standard

Views allow you to save a set of filtering conditions and re-visit the report at any time.

Docs Knowledge Base

API Standard

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 in your site to another language

Multiple sites Standard

Each plan comes with at least one site and you can add more for $20/month/site.

Private collections Standard

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.

Unlimited data Standard

Docs can handle all the collections and articles you can throw at it

Email Integration

Email notifications

Granular control over when you would like Help Scout to notify you of account activity

Email Traffic Cop

Steps in to prevent 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

99.98% uptime

We understand how important reliability is to your business and actively monitor performance.

HIPAA compliance

Storing protected health information (PHI) is A-OK in Help Scout

Independently Tested

Security researchers are paid a bounty for discovering security vulnerabilities

PCI compliance (Level 1)

Payment information is stored and processed securely

SSL encryption

Bank level security protects all your company data

Privacy Shield and Safe Harbor compliant

Adhering to the industry standard best practices with regard to your privacy

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99.98% uptime the last 12 months

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