Help Scout Features

Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 39 Help Scout reviews.

Based on 90 Help Scout reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 104 Help Scout reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Based on 78 Help Scout reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality

Based on 144 Help Scout reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress

Based on 151 Help Scout reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Based on 175 Help Scout reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket

Based on 174 Help Scout reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response

Based on 188 Help Scout reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions

Respond to common requests with standard reply This feature was mentioned in 164 Help Scout reviews.

Based on 176 Help Scout reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Based on 175 Help Scout reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives

Central repository for account and contact information This feature was mentioned in 99 Help Scout reviews.

Based on 166 Help Scout reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Based on 101 Help Scout reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate with customers via live chat to solve problems live

Based on 61 Help Scout reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Based on 28 Help Scout reviews and verified by the G2 Product R&D team. Make and receive calls directly in the application. Track and record calls for analysis.

Based on 107 Help Scout reviews. Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web. This feature was mentioned in 103 Help Scout reviews.

Optimizes the customer self-service experience on mobile devices 26 reviewers of Help Scout have provided feedback on this feature.

Based on 29 Help Scout reviews. Gives the user targeted, personalized results based on their activity or preferences

Based on 28 Help Scout reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Based on 31 Help Scout reviews. Automates some or all operation related tasks

Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 29 reviewers of Help Scout have provided feedback on this feature.

Based on 29 Help Scout reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Based on 30 Help Scout reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.

Based on 22 Help Scout reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.

Based on 90 Help Scout reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.

Based on 29 Help Scout reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.

Based on 18 Help Scout reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.

Based on 32 Help Scout reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.

Based on 30 Help Scout reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.

Based on 30 Help Scout reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Software incorporates multiple digital communications channels. This feature was mentioned in 10 Help Scout reviews.

Allows incorporation of inbound contacts from non-marketing channels.

Includes physical media (mail, flyers, billboards, etc.) in the channels mix.

Allows planning and deployment of an overall communications strategy.

Includes or integrates with content creation apps.

Outbound communications are segmented and personalized. 11 reviewers of Help Scout have provided feedback on this feature.

Inbound contacts are identified and handled based on history. 11 reviewers of Help Scout have provided feedback on this feature.

Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 10 Help Scout reviews.

As reported in 57 Help Scout reviews. Allows users to leave notes or comments on emails or relevant cases.

Based on 56 Help Scout reviews. Provides a dedicated space or a thread feature that allows for long-form discussion.

Offer in-application assignment and task tracking functionality. This feature was mentioned in 51 Help Scout reviews.

As reported in 51 Help Scout reviews. Allows users to create and follow predetermined workflows attached to actions.

Allows users to create canned answers or templates for email responses. 52 reviewers of Help Scout have provided feedback on this feature.

As reported in 46 Help Scout reviews. Integrates without outside software to provide additional functionality or pull information.

Provides a tagging system to allow users to sort emails by relevant subject. This feature was mentioned in 58 Help Scout reviews.

As reported in 39 Help Scout reviews. Analyzes trends in email content and resolution.

Tracks performance and productivity of users inside the application. This feature was mentioned in 48 Help Scout reviews.

Based on 57 Help Scout reviews. Identifies the customer and personalizes interaction at every touchpoint.

As reported in 31 Help Scout reviews. Allows multiple related channels to interact at once to reduce transfers.

Prompts agents to engage customers based on contextual data, such as product usage or conversation history. This feature was mentioned in 33 Help Scout reviews.

Provides features for sending outbound messages to engage customers through proactive support. This feature was mentioned in 36 Help Scout reviews.

Can route contacts to agents the customer has worked with before. 36 reviewers of Help Scout have provided feedback on this feature.

Based on 42 Help Scout reviews. Provides features for escalating conversations to the appropriate agent.

As reported in 34 Help Scout reviews. Maintains a transcript of conversations from all channels.

Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 36 Help Scout reviews.

Enables users to search for specific email attachments.

Allows users to create and assign custom tags to emails.

Automatically sorts mail into untuitive categories and/or folders.

Allows users to set up predefined rules to automatically sort incoming mail.

This software integrates with Microsoft Outlook.

This software integrates with Gmail.

This software integrates with Apple Calendar.

Provide a unified inbox to manage multiple accounts at once.

Provide the ability to automatically send recurring emails.

Provide a feature to snooze, or defer, non-urgent emails.

Allows users to generate text based on a text prompt.

Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Simulates human-like speech from text inputs.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Allows users to generate text based on a text prompt.

Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Makes informed choices based on available data and objectives

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases