at Financial Technnology Year
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Help Scout from Help Scout
Includes a shared inbox capability, knowledge base for self-service support, live chat features, and customer management tools, all aimed at improving customer experience and support efficiency.
Product analysis by function
Help Desk Software for Client Services
Ticketing and support systems for tracking and resolving client inquiries and technical issues.
More Help Desk Software
More Client Services ...
Ticket Management
(11 Yes /11 Known /13 Possible features)
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Ticket Creation System allows staff or clients to open new support tickets. |
Help Scout allows clients/staff to open new support tickets via its shared inbox. | |
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Ticket Assignment Automated or manual assignment of tickets to appropriate agents or teams. |
Help Scout supports both automated and manual ticket assignment to agents/teams. | |
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Ticket Prioritization Capability to set and modify ticket priority levels based on severity or type. |
Help Scout allows prioritization of tickets through custom fields and workflows. | |
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Ticket Categorization Tickets can be categorized by issue type or department. |
Tickets can be categorized by issue type, using tags and custom fields. | |
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Ticket Status Tracking System tracks status changes (open, in progress, resolved, closed) for each ticket. |
Help Scout tracks status changes (open, pending, closed, etc.) for each ticket. | |
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Bulk Ticket Editing Ability to edit or update multiple tickets at once. |
No information available | |
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Custom Ticket Fields Support for custom data fields in tickets. |
Custom fields can be added to tickets in Help Scout. | |
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Merge/Split Tickets Ability to merge duplicate tickets or split one ticket into multiple cases. |
No information available | |
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Ticket Templates Pre-defined templates for common issues to streamline ticket creation. |
Help Scout provides saved reply and ticket template features for common issues. | |
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Automated Ticket Routing Rules-based or AI-driven system that routes tickets to the correct agent/team. |
Automated workflows and AI routing can assign tickets to the correct team/agent. | |
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Attachment Support Ability to attach files (screenshots, logs, etc.) to tickets. |
Attachment support is available—users can attach files, screenshots, etc., to tickets. | |
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Ticket Update Notifications Automated notifications/alerts for ticket updates or status changes. |
Automated notifications are sent for ticket updates/status changes. | |
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Ticket Activity Log Full audit log of all actions and interactions related to each ticket. |
Help Scout keeps a full activity/audit log for each ticket. |
Client Communication
(9 Yes /9 Known /10 Possible features)
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Email Integration Two-way ticket communication via email. |
Help Scout fully supports two-way email communication for ticketing. | |
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Chat Integration Real-time client-agent chat within the platform or via website integration. |
Live chat capabilities are available via 'Beacon' chat integration. | |
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SMS Notifications Notification and response support via SMS. |
SMS notifications can be configured via third-party integrations (e.g., through Zapier or Twilio). | |
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Phone Call Logging Ability to log and track phone call interactions within tickets. |
No information available | |
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Social Media Integration Support for client communications via Twitter, Facebook, etc. |
Social media integrations are available through apps like Facebook Messenger integration. | |
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Automated Responses Ability to send automated replies or follow-ups using predefined rules. |
Workflows offer automated replies, and beacon handles instant replies for FAQs. | |
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Multi-language Support Supports communication with clients in multiple languages. |
Help Scout has multi-language support for both agents and customers. | |
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Client Portal Web-based portal where clients can submit and track their own tickets. |
Clients can submit and track tickets via the Help Scout customer-facing portal (Beacon/Self Service). | |
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Client Feedback Collection System allows for collection and management of client satisfaction surveys. |
Help Scout offers customer satisfaction survey/feedback collection on ticket closure. | |
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Service Level Agreement (SLA) Communication Automatic updates to clients as tickets approach or exceed SLA deadlines. |
Help Scout can send automatic updates to clients about SLA deadlines using workflows. |
Integration & API
(8 Yes /8 Known /9 Possible features)
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CRM Integration Direct integration with customer relationship management systems. |
Help Scout integrates with CRMs like Salesforce, HubSpot, and more. | |
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Brokerage Platform Integration Integration with order/trading systems for richer context in tickets. |
No information available | |
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API Access Availability of documented REST or SOAP APIs for custom integrations. |
Offers API access for custom integrations (REST API is documented). | |
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Webhooks Support for outbound event notification via webhooks. |
Outbound event notifications (webhooks) are supported. | |
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Knowledge Base Integration Bidirectional sync or referencing between help desk and knowledge base. |
Knowledge base and support ticketing are fully integrated. | |
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Active Directory/SSO Integration Single Sign-On with internal identity management systems. |
Supports SSO (Single Sign-On) via SAML and other directory services. | |
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Calendar Integration Support for scheduling and calendar syncing (Google, Outlook, etc.). |
Help Scout integrates with Google Calendar and other scheduling tools. | |
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Reporting Tool Integration Direct export/integration into BI or data visualization platforms. |
Integration options available for exporting data to BI tools. | |
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Third-party Chatbot Integration Ability to tie in chatbots for automated first-line support. |
Third-party chatbot integrations are possible via API or Zapier. |
Automation & Workflow
(10 Yes /10 Known /10 Possible features)
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Automated Ticket Assignment Rules-based or skill-based engine to assign tickets automatically. |
Automated ticket assignment rules can be configured using workflow automation. | |
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Custom Workflows Ability to define custom workflows for different ticket types. |
Help Scout supports creating custom workflows for different ticket types. | |
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Macro/Template Actions Pre-configured actions or responses triggered by single clicks. |
Macros (Saved Replies) can trigger multi-action workflows. | |
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Escalation Rules Automatic ticket escalation if certain criteria/time limits are reached. |
Ticket escalation rules can be set up with workflow automation. | |
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Automatic SLA Enforcement Enforces deadlines and reminders to comply with service-level agreements. |
Automatic enforcement of SLAs and reminders is available through Workflows. | |
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Duplicate Ticket Detection System detects and flags possible duplicate tickets. |
Duplicate tickets are detected and flagged using AI suggestions within the UI. | |
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Scheduled Actions System performs time-based updates or notifications. |
Scheduled workflows/actions and time-based triggers are available. | |
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Approval Workflows Supports ticket or action approval chains for compliance. |
Approval workflows (basic) supported via custom statuses/fields; advanced with integrations. | |
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Follow-up Reminders Automated reminders for agents/client responses. |
Follow-up reminders are supported via workflow automation. | |
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Workload Balancing Automatically distributes tickets for workload balancing. |
Workload can be balanced automatically among agents (round-robin, etc.). |
Reporting & Analytics
(7 Yes /7 Known /10 Possible features)
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Real-time Dashboards Live visualization of key support metrics (tickets open, SLA breaches, etc.). |
Help Scout offers real-time dashboards for open tickets and SLA breaches. | |
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Custom Report Builder Ability to build custom reports based on ticket data. |
Custom reports can be built using the Reports module and API exports. | |
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Export Capabilities Export reports/data to CSV, Excel, PDF, etc. |
Data exports to CSV, Excel, and PDF are available. | |
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Scheduled Reporting Automated generation and distribution of regular reports. |
Scheduled, automated report distribution supported. | |
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Agent Performance Metrics Tracks and analyzes agent productivity and quality metrics. |
Agent performance metrics are tracked and visualized in reporting. | |
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Time to First Response Tracks average duration to initial agent response. |
No information available | |
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Time to Resolution Measures average time taken to resolve tickets. |
No information available | |
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Customer Satisfaction (CSAT) Tracking Tracks CSAT scores and feedback trends. |
CSAT surveys and score tracking are built into Help Scout. | |
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SLA Adherence Rate Percentage of tickets handled within agreed SLAs. |
No information available | |
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Trend Analysis Track trends in ticket volume, categories, and issues over time. |
Trends in ticket volume, tags, and types are visible via analytics. |
Security & Compliance
(10 Yes /10 Known /10 Possible features)
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End-to-End Encryption All data in-transit and at-rest is encrypted. |
All data in transit is encrypted via HTTPS; at rest encryption is detailed in Help Scout's security documentation. | |
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Role-Based Access Control User permissions can be set at various levels (agent, supervisor, admin). |
Role-based access control for agents, managers, and admins available. | |
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Audit Logging Comprehensive logs of all system access and actions. |
Comprehensive system and audit logging for compliance. | |
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GDPR/CCPA Compliance Tools to help meet major privacy regulations. |
Documentation indicates GDPR/CCPA compliance support in Help Scout. | |
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Data Retention Policies Configurable rules for archiving and purging old ticket data. |
Data retention policies can be configured. | |
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Two-Factor Authentication Supports 2FA for platform access. |
Two-factor authentication supported for agent and admin logins. | |
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IP Whitelisting Restrict platform access to specified IP addresses/networks. |
IP address restrictions available on select Help Scout plans. | |
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Session Timeout Control Automatic logout after periods of inactivity. |
Automatic session timeout/auto-logout is configurable. | |
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Data Masking Sensitive client info is masked in UI and exports. |
Sensitive info can be masked using custom field settings and internal notes. | |
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Incident Response Tools Mechanisms for monitoring, managing, and reporting breaches. |
Incident response tools provided through admin dashboard and partner integrations. |
User Interface & Usability
(9 Yes /9 Known /10 Possible features)
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Responsive Design Interface adapts for desktops, tablets, and smartphones. |
Interface adapts for desktop, tablet, and smartphone (responsive web design). | |
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Customizable Dashboards Users can personalize their workspace layout and modules. |
Users can customize dashboard modules and saved views. | |
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Bulk Actions Perform actions on multiple tickets simultaneously from list views. |
Bulk actions such as updating multiple tickets are supported. | |
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Keyboard Shortcuts Support for productivity shortcuts and navigation. |
Keyboard shortcuts are available for most functions. | |
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Low Latency UI Interface responds quickly to user input. |
No information available | |
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Dark Mode Alternative color scheme for strain reduction. |
A dark mode interface is available. | |
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Accessibility Features Compliant with WCAG 2.1 or similar accessibility standards. |
Help Scout is WCAG compliant and includes accessibility options. | |
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Global Search Instant search across tickets, clients, and knowledge base. |
Global search across tickets, users, and articles is standard. | |
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Easy Navigation Intuitive and minimal-step navigation flows. |
UI and workflows are designed for intuitive navigation. | |
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Notification Center Centralized alert and reminder system for all events. |
Centralized notifications and alerting system for all events. |
Knowledge Base & Self Service
(8 Yes /8 Known /8 Possible features)
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Integrated Knowledge Base Built-in searchable database of articles, FAQs, and guides. |
Built-in knowledge base (Docs) is fully integrated and searchable. | |
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AI-powered Article Suggestions Automatic article recommendations based on ticket content. |
Article suggestions based on ticket content are available with AI features. | |
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Self-Service Portal Clients can access solutions and submit tickets from their own dashboard. |
Self-service portal (Beacon) allows solution search and new ticket creation. | |
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Community Forums Discussion areas for peer-to-peer support and knowledge sharing. |
Community forums can be enabled via integration with third-party platforms. | |
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Article Usage Analytics Tracks which content is viewed most, helping optimize the knowledge base. |
Article views and feedback are tracked with usage analytics. | |
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Article Feedback Users can rate or comment on articles for quality assessment. |
Articles can be rated/commented on by users for assessment. | |
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Version Control for Articles Maintains version history of knowledge base entries. |
Knowledge base supports article version history (Docs revision tracking). | |
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Multilingual Knowledge Base Articles available in multiple client languages. |
Knowledge base articles are available in multiple languages. |
Customization & Branding
(7 Yes /7 Known /7 Possible features)
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Custom Logo and Colors Allows brokerage branding throughout the portal. |
Custom branding is supported for the portal and emails (logo, colors). | |
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Custom Domain Support Portal can be hosted on a custom URL. |
Help Scout Docs and Beacon can be hosted on a custom domain. | |
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Custom Email Templates Customize notification content/style for branding and compliance. |
Email templates are customizable for notifications. | |
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Custom Ticket Fields Define business-specific data points for ticket tracking. |
Custom fields for tickets can be defined as needed. | |
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White-label Capabilities Platform can be fully white-labeled for client presentation. |
White-label capabilities available via customization of Docs and Beacon. | |
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Custom Workflows Create and adapt workflows for brokerage-specific processes. |
Workflows can be fully customized for brokerage processes. | |
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Localization Customize platform to reflect regional settings (language, date/time). |
Localization (regional settings, date, time, currency) is supported. |
Deployment, Reliability & Scalability
(6 Yes /6 Known /10 Possible features)
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Cloud/SaaS Deployment Available as a secure, cloud-based service. |
Help Scout is a fully cloud-based SaaS product. | |
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On-premise Deployment Option to deploy within client-controlled infrastructure. |
No information available | |
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Uptime Guarantee Minimum platform uptime in SLA. |
No information available | |
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Redundancy/Failover System maintained across multiple data centers or clusters. |
System is hosted across multiple cloud data centers for failover/redundancy. | |
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Backup Frequency How often data is automatically backed up. |
No information available | |
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Disaster Recovery Plan Documented and tested plans for full disaster recovery. |
Help Scout publishes and tests formal disaster recovery plans. | |
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Horizontal Scalability Ability to scale performance with additional users or tickets. |
Cloud-based and elastic; scales horizontally for increased users/tickets. | |
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Performance Under Load Maximum number of active users or concurrent tickets supported. |
No information available | |
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Mobile App Availability Dedicated app for smartphones/tablets for agents or clients. |
Mobile app is available for both iOS and Android platforms. | |
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Maintenance Window Configuration Scheduling of maintenance periods for minimum impact. |
Maintenance windows can be managed and notifications set up. |
Support & Vendor Service
(8 Yes /8 Known /9 Possible features)
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24/7 Vendor Support Round-the-clock support from the vendor. |
Help Scout offers 24/7 email support; live chat availability varies by subscription. | |
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Dedicated Account Manager Assigned point of contact for escalations and account issues. |
Dedicated account manager available on certain Help Scout plans. | |
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Implementation Support Guided/setup implementation assistance for onboarding. |
Implementation/onboarding support is provided in guided fashion. | |
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Training Materials / Sessions Full training (live or recorded) for agents/admins. |
Training sessions and detailed materials (live/recorded) provided. | |
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Migration Assistance Help moving tickets and data from legacy systems. |
Data migration assistance from other systems is available. | |
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Custom Development Options Ability to contract for custom feature additions. |
No information available | |
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Knowledge Base / Help Center Comprehensive documentation and support articles. |
Help Center and comprehensive knowledge base documentation are standard. | |
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Community Support Forums User forum or community for tips, hacks, and user-to-user help. |
User community and support forums available. | |
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Service Level Agreements (SLAs) Defined SLAs for downtime, response, and resolution from the vendor. |
Formal vendor SLAs cover downtime, response, and resolution. |
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