Everything Helpy Does


Most loved features

Live chat widget

The Helpy Connect live chat widget brings one-on-one support to your customers in real time.

Control over 3rd party data sharing

Simplify compliance by running Helpy in the private cloud and eliminating all 3rd party dependencies

Powerful security and privacy features

Automatically mask PII, use strong authentication and restrict access to the system.

An AI agent to handle 60-80% of your requests.

Carin is the AI agent built into Helpy that will solve 50-80% of requests autonomously.

Beautiful reporting, built in.

Keep your finger on the pulse of your support center with a suite of built in reports.

Save Money

Pay only for the agents and features you need. Options exist for all size businesses.

Unlimited Inboxes

Receive support email from any number of inboxes, and route to specific teams in your org.

Customizable Functionality

All major functions in Helpy can be turned off- allowing you to provide the exact experience your customers will most benefit from.

Speaks your Language

Helpy comes with front-end translation packs for over 20 languages including English, French, Spanish, Portuguese, German and more.

Robust APIs

Helpy includes a REST API, Internal and External Webhooks and allowing you to create any kind of integration you can dream up!

SSO

Integrate with your Active Directory or LDAP server to achieve SSO.

All Ticketing Features

Agent Roles

Keep agents from "going rogue" by limiting their access to admin features and tickets they should not see.

Combined Dashboard

See your current support pipeline and incoming tickets in one clean dashboard.

Ticket Logging

Each ticket keeps a complete log of all activities- including agent assignments and other changes.

Trigger Automations

Dramatically increase efficiency by automating actions at any step during the ticket lifecycle.

Service Level Agreements (SLA)

Set service policies and escalation actions for when they are missed to help maintain great support.

Collision Detection

Prevents multiple agents from working on the same ticket at the same time.

Canned Responses

Save time by sending out pre-written replies to common questions

Internal Notes

Collaborate with other support agents using internal notes- private messages that appear along with a ticket.

Notifications

Receive email notifications when new tickets arrive or a customer replies.

User Insights

See details on the creator of each ticket or discussion, including their full support history.

Email Integration

Connect your support addresses to Helpy by forwarding them.

Forward to Ticket

Got an email sent directly to you? Forward it into Helpy and then handle the ticket like normal.

Update via Email

Reply to customer tickets by email. Everything works the same as if you reply through the web UI

Assign Tickets

Assign tickets to agents and groups to ensure they are answered quickly and to stay organized

File Attachments

Attach files to tickets or responses, or in emails you send into Helpy.

Teams/Team inbox

Use a separate email address for each or your teams, and assign agents to operate within that group inbox exlusively

Groups

Set up groups to handle different topics and control agents access to tickets

Tagging

Tag tickets to stay organized, run triggers and conduct in depth reporting

Bulk Actions

Sometimes its nice to move or bulk update a group of tickets.

Change ticket owner

This lets you change the author of a ticket (for exmaple if they used the wrong email address)

Custom Ticket form builder

Create multiple ticket submission forms to solve different customer problems

Create a new ticket from an existing

Lets you branch or split a ticket thread into a new ticket.

Satisfaction Ratings

Allow customers to provide feedback on the quality of their support experience.

Works Everywhere

Helpy works across all devices, allowing your team to deliver great support everywhere and anywhere.

All Helpcenter Features

Intelligent Help

Helpy proactively offers help throughout a users visit, increasing the chance they will solve their own problem.

Custom Domain

Customize the domain name of your Helpy by setting up a CNAME and changing the Helpy domain.

Multilanguage

Control which of 19+ languages you need to provide support to. Your users will see the correct language based on their location.

Inject CSS and JS

Control the design of your Helpy by adding custom CSS or JavaScript to alter the look and feel your users see.

Brandable

Easily change the primary colors and logo used on your site.

Themeable

Choose from a selection of complimentary themes or build your own custom theme for your brand.

Works across Devices

Give your users access to support information from any device. Your helpcenter works on phones, tablets and laptops equally well.

Robust APIs

Helpy includes a REST API, Internal and External Webhooks and allowing you to create any kind of integration you can dream up!

Contact Widget

Allow your users to open Helpy tickets from anywhere using the optional javascript widget.

Full text search

Your customers will easily find their own answers with an advanced full text seach.

Live search

Start getting results almost the instant you start typing, increasing the speed to issue resolution.

Draft Articles

Mark articles draft to remove them from the public site, and published when they are ready for the world.

User Feedback

All your customers to indicate when an article has solved their problem.

WYSWYG Editor

Improve your article writing efficiency with a modern and easy to user editing interface.

Multi-language

Helpy includes tools to quickly translate your article into multiple languages. Helpy makes sure your users see the write one.

SEO Features

Set the title tag, meta description and keywords for each article to help internal discoverability and Google rankings.

Convert tickets to KB

Easily turn a response you wrote to one user into an article you wrote for all users, with a single click!

Commenting

Leverage your community to help keep your KB up to date by allowing user commenting.

Tagging

Help organize articles with tagging.

Internal Knowledgebase

Create private collections of documents for your staff to use.

Everything Carin Does

Works with any Helpdesk

Carin ties into any existing helpdesk platform, and allows you to add her to your existing helpcenter.

Conversation Logging

All conversations are logged and areas where your Carin needs more knowledge are highlighted.

Fully customizable

Rename your Carin, customize her name, images and colors, and give her a unique personality to match your brand.

Integrated with Helpy

Tight integration with Helpy means that you'll be able to easily manage content that Carin has access to.

Seamless transfer to humans

If Carin cannot answer a question, the conversation can be seamlessly transfered to a human agent.

Answers questions AND asks them

Carin can answer questions, but also ask them, letting her gather useful information before agent handoff.

Full AI or Guided

Carin can answer natural language questions, or provide a designated flow with prepopulated choices.

Reporting

Carin will appear alongside human agents in all reports, allowing you to see and judge performance.

Supports images, links and all media

Carin can answer with text, links and images.

User Identification

If you have it, supply the logged in users name and email to let Carin know with whom she is chatting.

Communicates with External APIs

Connect Carin to external APIs to give her superpowers to answer tough questions.

Javascript API

Control when and how Carin appears on your site programatically.

Helpy Connect Features

Live chat

Solve customer problems in real time with a one on one chat messenger.

Contextual Solutions

Display relevant content from your knowledgebase directly in the widget.

Works anywhere

The connect widget works on all devices, inside your product or on the web.

Customizable

Control the colors, look and more.

Automations

Create simple rules to auto classify, assign or tag chats.

Email followup

Unseen responses are automatically sent to your customers via email.

Pre-chat form

Optional pre-chat form to capture customer email address first.

Javascript API

A simple API that lets your open and close the chat from other events on the page

Multi-team chat

Create multiple chat teams for different products or support tiers.

Customizable hours

Set hours that your chat will be shown as available.