All your customer communications in one place, accessible from anywhere.

Support ticketing keeps your team synced and delivering a wonderful customer experience

Manage the complete support lifecycle, from request to resolution

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 "gets" email, literally.

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.

Google Analytics is "Baked In"

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.

Helpdesk Ticketing Features

Keep everything in one place with integrated email

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.

  • Track tickets from new to resolved in a responsive, modern interface.
  • Access common replies to quickly respond to common issues.
  • One click conversion of ticket responses to knowledgebase articles
  • Email notifications alert you or your agents to new messages

Support Lifecycle Tools

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!

  • Track support lifecycle with the integrated dashboard.
  • Assign and notate tickets with internal only messages.
  • Mass update, assign and perform other actions on groups of tickets.
  • Each discussion includes a full audit history of that ticket

Reporting that helps you optimize the effectiveness of your team

See your entire team in one view

Quickly understand your overall team effectiveness as well as individual team member contributions.

No detail goes uncaptured

Every action is captured and made accessible through the audit log, which can be filtered by date or agent (hosted only).

Pre-wired for GA

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.



Understand the numbers behind your support experience

Track every user action onsite

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.

  • See your Helpdesk come to life with real time reporting in Google
  • Understand how well your knowledgbase is solving real problems
  • Track the effectiveness of each article

Ticket logging

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.

  • Tracks and captures every action
  • Includes agent notes and status changes

Audit Every action your team takes

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 agent action is captured
  • Filter by Agent or Date

Get a 360 degree view of your 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.

  • View the users complete history in one place.
  • Access the cutomer's contact info and social media details.
  • Open a new ticket on behalf of the user if they call in.
  • Invite and manage new agents and users

Common Replies to make your life Easier

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.

  • Capture ticket replies and convert them into common replies.
  • Translate your common replies into other languages.
  • Respond to common questions in a single click.
  • Choose common replies based on the locale of the customer.
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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.

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

Helpy includes a REST API, allowing you to easily get data in or out, or do other really cool stuff!

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

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)

Create a new ticket from an existing

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

Works Everywhere

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