Help Scout Features
What are the features of Help Scout?
Platform
- Customization
- User, Role, and Access Management
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Email to Case
- Live Chat Support
Self-Service Experience
- Knowledge Base
- Searchable Articles
Internal Use
- Customization
Top Rated Help Scout Alternatives
Help Scout Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 34 Help Scout reviews. | 73% (Based on 34 reviews) | |
Customization | Based on 85 Help Scout reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 78% (Based on 85 reviews) | |
User, Role, and Access Management | Based on 99 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. | 87% (Based on 99 reviews) | |
Integration | Based on 73 Help Scout reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 86% (Based on 73 reviews) | |
Reporting | Based on 139 Help Scout reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 81% (Based on 139 reviews) | |
Dashboards | Based on 146 Help Scout reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 83% (Based on 146 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 170 Help Scout reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 92% (Based on 170 reviews) | |
Ticket Response User Experience | Based on 169 Help Scout reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 92% (Based on 169 reviews) | |
Workflow | Based on 183 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 | 86% (Based on 183 reviews) | |
Automated Response | Respond to common requests with standard reply This feature was mentioned in 159 Help Scout reviews. | 86% (Based on 159 reviews) | |
Attachments/Screencasts | Based on 171 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 | 86% (Based on 171 reviews) | |
Ticket Collaboration | Based on 170 Help Scout reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 89% (Based on 170 reviews) | |
Customer/Contact Database | As reported in 94 Help Scout reviews. Central repository for account and contact information | 82% (Based on 94 reviews) |
Communication Channels
Email to Case | Based on 161 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 | 93% (Based on 161 reviews) | |
Live Chat Support | Based on 96 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 | 77% (Based on 96 reviews) | |
Social Media Integration | Based on 56 Help Scout reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 78% (Based on 56 reviews) | |
Voice | Based on 24 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. | 74% (Based on 24 reviews) |
Self-Service Experience
Knowledge Base | Based on 104 Help Scout reviews. Provides a repository of information that can be used by those seeking support. | 87% (Based on 104 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. 100 reviewers of Help Scout have provided feedback on this feature. | 83% (Based on 100 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices 23 reviewers of Help Scout have provided feedback on this feature. | 83% (Based on 23 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 26 Help Scout reviews. | 87% (Based on 26 reviews) |
Self-Service Platform
Branding | Based on 25 Help Scout reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | 87% (Based on 25 reviews) | |
Automation | Automates some or all operation related tasks 28 reviewers of Help Scout have provided feedback on this feature. | 86% (Based on 28 reviews) | |
Integrations | As reported in 26 Help Scout reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | 88% (Based on 26 reviews) |
Communication
Pop-up Chat | Based on 27 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. | 90% (Based on 27 reviews) | |
Notifications | Based on 28 Help Scout reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 89% (Based on 28 reviews) | |
In-App Messaging | Based on 20 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. | 81% (Based on 20 reviews) |
Internal Use
Customization | Based on 85 Help Scout reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 78% (Based on 85 reviews) | |
Conversation Archiving | Based on 27 Help Scout reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 87% (Based on 27 reviews) | |
Lead Development | Based on 16 Help Scout reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers. | 77% (Based on 16 reviews) | |
Knowledge Base | Based on 30 Help Scout reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 90% (Based on 30 reviews) | |
Team Inbox | Based on 28 Help Scout reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 95% (Based on 28 reviews) | |
Customer Profiles | Based on 28 Help Scout reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 86% (Based on 28 reviews) |
Channels
Multi-Channel Coverage | Software incorporates multiple digital communications channels. | Not enough data | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. | Not enough data | |
Physical Media | Includes physical media (mail, flyers, billboards, etc.) in the channels mix. | Not enough data |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. | Not enough data | |
Create Content | Includes or integrates with content creation apps. | Not enough data | |
Personalization | As reported in 10 Help Scout reviews. Outbound communications are segmented and personalized. | 87% (Based on 10 reviews) | |
Inbound Identification | As reported in 10 Help Scout reviews. Inbound contacts are identified and handled based on history. | 92% (Based on 10 reviews) | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | Not enough data |
Productivity Tools
Notes | Based on 55 Help Scout reviews. Allows users to leave notes or comments on emails or relevant cases. | 94% (Based on 55 reviews) | |
Internal Discussion | Based on 54 Help Scout reviews. Provides a dedicated space or a thread feature that allows for long-form discussion. | 91% (Based on 54 reviews) | |
Assignments and Tasks | Offer in-application assignment and task tracking functionality. 49 reviewers of Help Scout have provided feedback on this feature. | 89% (Based on 49 reviews) | |
Workflows | As reported in 49 Help Scout reviews. Allows users to create and follow predetermined workflows attached to actions. | 90% (Based on 49 reviews) | |
Templates | As reported in 50 Help Scout reviews. Allows users to create canned answers or templates for email responses. | 91% (Based on 50 reviews) | |
Integrations | Integrates without outside software to provide additional functionality or pull information. This feature was mentioned in 45 Help Scout reviews. | 85% (Based on 45 reviews) | |
Tagging System | Based on 56 Help Scout reviews. Provides a tagging system to allow users to sort emails by relevant subject. | 92% (Based on 56 reviews) |
Analytics
Trends | Based on 37 Help Scout reviews. Analyzes trends in email content and resolution. | 83% (Based on 37 reviews) | |
Performance Tracking | Tracks performance and productivity of users inside the application. This feature was mentioned in 46 Help Scout reviews. | 84% (Based on 46 reviews) |
Conversational Platform
Personalization | Based on 56 Help Scout reviews. Identifies the customer and personalizes interaction at every touchpoint. | 83% (Based on 56 reviews) | |
Omnichannel | As reported in 30 Help Scout reviews. Allows multiple related channels to interact at once to reduce transfers. | 85% (Based on 30 reviews) | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. 32 reviewers of Help Scout have provided feedback on this feature. | 87% (Based on 32 reviews) | |
Proactive Engagement | As reported in 35 Help Scout reviews. Provides features for sending outbound messages to engage customers through proactive support. | 84% (Based on 35 reviews) |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. 35 reviewers of Help Scout have provided feedback on this feature. | 84% (Based on 35 reviews) | |
Seamless Escalation | As reported in 41 Help Scout reviews. Provides features for escalating conversations to the appropriate agent. | 89% (Based on 41 reviews) | |
Transcripts | Maintains a transcript of conversations from all channels. This feature was mentioned in 33 Help Scout reviews. | 84% (Based on 33 reviews) | |
Self-Serve Support | As reported in 35 Help Scout reviews. Enables customers to resolve queries or issues without the assistance of an agent. | 91% (Based on 35 reviews) |
Sorting & Filtering
Attachment Search | Enables users to search for specific email attachments. | Not enough data | |
Tags | Allows users to create and assign custom tags to emails. | Not enough data | |
AI Sorting | Automatically sorts mail into untuitive categories and/or folders. | Not enough data | |
Predefined Rules | Allows users to set up predefined rules to automatically sort incoming mail. | Not enough data |
Integrations
Microsoft Outlook Integration | This software integrates with Microsoft Outlook. | Not enough data | |
Gmail Integration | This software integrates with Gmail. | Not enough data | |
Apple Calendar Integration | This software integrates with Apple Calendar. | Not enough data |
Time Management
Unified Inbox | Provide a unified inbox to manage multiple accounts at once. | Not enough data | |
Email Automation | Provide the ability to automatically send recurring emails. | Not enough data | |
Snooze | Provide a feature to snooze, or defer, non-urgent emails. | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
