You have almost certainly heard of the new privacy law called the General Data Protection Regulation (GDPR).  This breakthrough new set of laws and rules will alter the way any business with EU customers treats data.  That probably includes you, and definitely includes Helpy!

We have planned a number of new features to ensure that you have the tools you need to be in compliance by May 25th.

In case you don’t know much about GDPR yet, rather than rehash what has been widely covered already, we thought we would just provide links to a couple of our favorite resources:

Here is what we are doing to get ready:

[X] Understand our obligations as both a data controller and a data processor.  Catalog and document how, where and why personal data is collected and stored. This is completed.

[X] Nominate a Data Protection Officer-  Although we have fewer than 250 employees and are not required to have a DPO, our point of contact for the time being will be our CEO, Scott Miller. Completed [  ] Update our Terms, Privacy Policy and Cookie Policy-  We are currently working on this. In Progess

Helpy as a Data Controller

We are data controller when it comes to the data of our customers.  To ensure we are compliant, we are:

[X] Ensuring that access to personal data is minimized and controlled. Completed

[X] Ensuring that our customer’s personal data is protected and collection complies with GDPR regulations. Completed

[X] Implementing more explicit consents and sign up/opt in forms for EU residents. Completed

Helpy as a Data Processor

Helpy acts as a data processor when we process data belonging to our customers (who are “data controllers”).  This includes storing tickets, your customer’s information and other data that we capture but do not own. Each of these customers are known as “data subjects” in GDPR speak.  To ensure you can be compliant, here are the tools we will be adding before May 25th:

[X] “Right to be forgotten”  We are adding tools to permanently delete or anonymize all of a data subject’s data on request, including tickets, profiles, history, logs, backups and on any third party systems that may also have a copy of a data subjects personal data.  Completed.

[X] “Data portability” We provide a way for you to provide a copy of a customer’s personal data upon their request.  This can be accomplished through either our JSON API, or through a CSV file export. Currently Available.  CSV Export was released in February.

[X] Data modification  We provide tools for data subjects to update their own personal data or for you to update on their behalf through API calls or a web interface.  Currently Available.

[  ] Security and Privacy Audit:  We are conducting a thorough audit of our applications and server infrastructure security to make sure we are doing everything we can to minimize the risk of a data breach.  This includes enforcing https connections before May 25th. Ongoing - ready by May 25th

[  ] Data Processing Addendum  In order to be compliant with GDPR, data processors must have a DPA which covers what data is collected, stored, and for how long, among other things.  When it is ready, our DPA will be included with our terms of service. In Progress, ready by May 25th.

This information is not intended to be legal advice, and is provided to demonstrate our commitment to being GDPR compliant by May 25th and educate you on specific product changes happening in advance of May 25th. Last update 5/18

Scott Miller


GDPR! New Terms, Privacy Policy and Features

Wide gdpr 3385166 1920

As I wrote a couple weeks ago, we have been busy preparing for May 25th, and here are the latest sound bytes so you know what we've done:Updated Terms and Privacy Policy:  We have released updated Terms of Service and a new Privacy policy to provide increased transparency into how we are using your personal data, cookies, how we share with third parties, and all that good stuff.  You don't have... Continue

Scott Miller
- 2 min read

February Product Updates

Wide rocket 1245696 1920

February was a busy month for us, and we have some great new features to show for it!  All hosted customers can now begin using the following new features:Importing and Exporting Importing and Exporting data have always been possible in Helpy using our open API.  New in February is the ability to import and export tickets, users and knowledge base documentation using CSV files.  This gives non ... Continue

Scott Miller
- 1 min read

The Future of Support has Arrived... Meet Carin.

Wide story 1

Today I am excited to tell you about something (or someone) we are very passionate about here at Helpy and have been working on for many months.We are on Product Hunt this morning if you want to just jump to the good stuff: http://producthunt.comHer name is Carin, and she is an AI chatbot that you can start using TODAY to drive your customer care costs radically lower. Carin can autonomously an... Continue

Scott Miller

1000 Stars!! We made it!

Wide star

Reaching 1000 stars was an early goal of the Helpy open source project, and today we hit that milestone, completing the journey in just over a year!Today Helpy reached an important milestone, having received 1000 stars on GitHub!!  Hundreds (maybe thousands) of companies around the globe are using Helpy to deliver better support to their customers, in 19+ foreign languages.  I want to thank the... Continue

Scott Miller

Helpy 1.1 brings a load of new ticket features

Wide screen shot 2016 11 23 at 1.04.53 pm

Today we are announcing our 1.1 release, which builds on the Awesome Helpdesk features announced in 1.0 with some really powerful new ticketing and discussion management capabilities. Here is what is new:Uploadable logo: You can now upload a logo for your help system using the settings interface. Note- this only works with the new native file storage, not with CloudinaryCapture raw email: If yo... Continue

Scott Miller

Helpy is 1.0!

Wide 2

We are super excited to announce that Helpy 1.0 was released today! This release is packed with new features that will help you provide better support to your customers. Helpy is also featured on Product Hunt today, so if you like what we are doing, please head over to and vote for us!Here is a quick overview of what you will find when you log in, or sign up for a tri... Continue

Scott Miller

This is the official blog of Helpy, the open source helpdesk platform.