All Features

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

Help Desk

Unlimited mailboxes

Manage email for multiple brands, sites or departments all in one place

Workflows

Filter emails, create custom folders and automate actions

Help Scout Keyboard Shortcuts

75+ keyboard shortcuts

No mouse required! Help Scout can be used almost entirely via keyboard

Two email templates

Plain looks like a normal email and Fancy is more designy

Help Scout Tags

Tags

Use tags to categorize conversations, monitor trends and trigger Workflows

Email signatures

Add a personalized HTML signature to every reply

Merge conversations

Easily merge multiple conversations from the same customer into one

Saved replies

AKA canned responses, insert these in two clicks to answer common questions

Communicate privately with Help Scout notes

Notes

Private communication between Users that is not visible to the customer

Customer Profile

Customer profiles

Profiles are auto-populated, editable and include all previous history

Traffic cop

A form of collision detection that prevents duplicate replies

Help Scout real-time alerts

Collision detection

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

Mailbox permissions

Mailboxes can be restricted to specific Users

Assigning

Quickly delegate a conversation to another User when you need help

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

Voicemail integration

Help Scout can parse incoming voicemails from 50+ different providers

Edit/hide threads

Any conversation thread can be edited or hidden from the customer (like a note)

Attach files

Attach files to outgoing messages with no storage limits

Advanced formatting

Our editor makes it easy to add bold, italics, links or lists to your replies and notes

Comprehensive search

Search all your data, then you can filter and perform bulk actions all in one step

Auto reply

Create a confirmation message that is sent to customers as soon as their email is received

Open tracking

When a customer views your most recent message, it will be denoted in Help Scout

Bulk actions

When viewing a folder, select up to 50 conversations and you can act on them all at once

Custom outgoing settings

We can send emails on your behalf or use your custom SMTP credentials

Spam filtering

Incoming emails are run through a spam filter that learns from your actions

Office hours

Filter reports and activate the auto reply based on your operating hours

Email forwarding

Need to involve a third party in a thread? You can forward it to them just like an email

User permissions

You can choose whether to give Users access to more advanced management features

Satisfaction Ratings

Enable satisfaction ratings to get instant customer feedback when you send a response

Auto Bcc

Great for use with a CRM, setup Auto Bcc to copy all your replies to another system

40+ Apps & integrations

Connect Help Scout to other web services your business depends on

Webhooks

Instant notification of activity in Help Scout

Custom Apps

Quick way for developers to pull customer data from a third party source into the sidebar

Help Desk API

Bend Help Scout to your will using these read and write endpoints

Reports

Advanced filters

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

Printer-friendly

All reports have a beautiful printer-friendly layout

Date comparisons

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

User-specific reporting

See all key metrics and activity for a specific User on a single page

Conversation drill downs

When a metric represents a group of conversations, click to see all the specifics

Reports API

Access all metrics and reports for your company via Reporting API endpoints

Docs Knowledge Base

Manage 5 branded sites

One account can maintain up to five sites at no additional charge

Branding/CSS control

Own the look and feel of your site with various settings and your own custom CSS

Custom domain

Point any domain or sub-domain to your Docs site for branding control

Private collections

Enables you to create an internal knowledge base only for Help Scout users

Mobile friendly

Docs sites work on any device so customers find what they need wherever they are

Help desk integration

Search Docs when viewing a conversation and insert a link without leaving the page

Unlimited data

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

Collision detection

You'll be notified instantly when someone else is editing an article

Revision history

Access and restore previous versions of an article quickly

Multi-language translation

Translate English words in your site to another language

Related articles

Add related articles to any resource in a few clicks

Integrated search

Lightning fast search enables customers to find what they need in seconds

Docs API

Includes everything you need to customize the experience and fully integrate Docs

Email Integration

Email notifications

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

Update conversations remotely

Update conversations without logging in using simple @ commands

Forward in conversations

Forward email from your personal inbox to create a support conversation

Email Traffic Cop

Steps in to prevent duplicate replies from going to the customer

Security and Reliability

SSL encryption

Bank level security protects all your company data

Level 1 PCI compliance

Payment information is stored and processed securely

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

99.98% uptime

Including scheduled maintenance, Help Scout has been down less than 4 hours in the last 12 months

Independently Tested

Security researchers are paid a bounty for discovering security vulnerabilities

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