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Help Scout

4.3
(121)

A help desk for teams that insist on a delightful customer experience

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Help Scout Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

83%
(Based on 83 reviews)

Response Automation

Respond to common requests with standard reply

85%
(Based on 72 reviews)

SLA Management

Service Level Agreement Management

n/a

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

85%
(Based on 74 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

89%
(Based on 76 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

92%
(Based on 78 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

94%
(Based on 78 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

87%
(Based on 33 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

80%
(Based on 31 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

80%
(Based on 16 reviews)

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

83%
(Based on 20 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

87%
(Based on 26 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

78%
(Based on 21 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

86%
(Based on 34 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

60%
(Based on 15 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

n/a

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

92%
(Based on 69 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

68%
(Based on 33 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

78%
(Based on 11 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

n/a

Customer and Contacts Database

Central repository for account and contact information

73%
(Based on 18 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

n/a

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

84%
(Based on 62 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

n/a

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

n/a

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

n/a

Reporting

81%
(Based on 66 reviews)

Dashboards

83%
(Based on 71 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

n/a

Customization

75%
(Based on 36 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

85%
(Based on 38 reviews)

Internationalization

81%
(Based on 21 reviews)

Performance & Reliability

94%
(Based on 40 reviews)

Integration APIs

85%
(Based on 27 reviews)