Helpy support discussions can be assigned to members of your team, and tracked by status throughout their life. Groups let you handle multiple email addresses, assign to teams, and more.
Helpy connects to your incoming support email addresses, and gives you and your team an organized tool for managing all of your customer communications in one place.
Rather than rely on an internal reporting system, Helpy is fully integrated with Google Analytics. Track and view reports on how many tickets are coming in, as well as the productivity of your agents.
Track all of your help emails and tickets in one place with Helpy integrated email. As messages arrive at your support address they appear in the Helpy dashboard and can be assigned to agents. Replying through the Helpy interface or by email delivers the response to the original requester.
Helpy gives you full lifecycle tools to manage and reply to all incoming support requests. When a new message comes in, assign it to one of your agents for follow up or reply and close it immediately. Helpy keeps track of the status of the ticket and keeps you organized!
Quickly understand your overall team effectiveness as well as individual team member contributions.
Every action is captured and made accessible through the audit log, which can be filtered by date or agent (hosted only).
Every customer and agent action is captured in Google Analytics. It's pre-wired, so just add your site ID and start digging into the stats.
Helpy is pre-configured to track customer behavior on your self-serve site as well as agent actions on the control panel.
Use Google Analytics to build powerful reporting that links support activities to sales, something no other help system can do.
Embedded in each dicussion is a detailed history of all agent and customer interactions on that discussion. It is like having a "mini" audit log for each customer interaction.
The audit log is your view into the activity of each of your agents. Filter the log by date or agent to review the who, what, when and why of each customer interaction. Coming soon for hosted customers.
Every discussion you view includes information about the creator, including other recent threads. Clicking on the users name or searching for them takes you to a detailed view with the users complete support history and additional details.
Do you find yourself answering the same questions over and over again? Capture these replies and convert them into knowledgebase articles or hidden common replies that you can then send out again and again.
Keep agents from "going rogue" by limiting their access to admin features and tickets they should not see.
See your current support pipeline and incoming tickets in one clean dashboard.
Each ticket keeps a complete log of all activities- including agent assignments and other changes.
Save time by sending out pre-written replies to common questions
Collaborate with other support agents using internal notes- private messages that appear along with a ticket.
Receive email notifications when new tickets arrive or a customer replies.
See details on the creator of each ticket or discussion, including their full support history.
Connect your support addresses to Helpy by forwarding them.
Got an email sent directly to you? Forward it into Helpy and then handle the ticket like normal.
Reply to customer tickets by email. Everything works the same as if you reply through the web UI
Assign tickets to agents and groups to ensure they are answered quickly and to stay organized
Attach files to tickets or responses, or in emails you send into Helpy.
Use a separate email address for each or your teams, and assign agents to operate within that group inbox exlusively
Set up groups to handle different topics and control agents access to tickets
Tag tickets to stay organized, run triggers and conduct in depth reporting
Sometimes its nice to move or bulk update a group of tickets.
This lets you change the author of a ticket (for exmaple if they used the wrong email address)
Customize your ticket submission form to collect information that will help you solve customer probems faster
Lets you branch or split a ticket thread into a new ticket.
Helpy works across all devices, allowing your team to deliver great support everywhere and anywhere.