Product Tour


Omnichannel Inbox

One unified inbox for all of your customer support interactions.

A Beautiful and seamlessly integrated support experience

Your staff will fall in love with the “simple yet powerful” Helpy backend. Ticketing, Knowledge base, and AI chat are all neatly integrated in a way that will delight your agents.

Omni inbox

All support interactions flow into the same place, helping your team stay on top of what is going on.

Make it your own

Customize the color palette, ticketing views and more to match your brand and requirements

Works Everywhere

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


Support Ticketing

Manage the complete support lifecycle, from request to resolution.

Helpy "gets" email, literally.

Helpy connects to your incoming support email addresses, converting each message into a ticket.

Go beyond simple email with support tickets.

Tickets are like email on steroids, and can be assigned agents, teams, and tracked by status throughout their life.

Ticket Logging - Audit Trail

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


AI Chat

An automated support agent to answer 90% of your customer questions.

Meet your newest, most efficient support agent!

Carin is an artificial intelligence customer care rep that provides assistance to your customers without human interaction, saving you time and loads of money.

Handles tier one questions and issues with ease.

Once she learns about your product or service, Carin will be your top tier one rep, successfully resolving 50-90% of customer questions. She has the ability to go deep and uses machine learning to go well beyond simply suggesting knowledge base articles. She can even be connected to external APIs to answer really tough questions like “Where is my order”.

Integrates with external APIs to answer tough questions.

Integrate Carin with external JSON APIs to answer tough questions like "where is my order?" or "what does it cost to ship to my house?". You simply provide the endpoint and tell her how to handle the response.


Team Collaboration

Increase productivity and speed at solving customer issues.

Groups

Set up groups to handle different topics and control agent access to tickets. Each team can even have their own unique email address!

Mentions

Collaborate with other agents by @mentioning them in a ticket. Mentioned team members will receive notifications of important ticket updates.

Live notifications

Get real-time notifications when you are assigned or mentioned on a ticket, or when other important things happen. Notifications are by email, in app, and by browser to make sure they are not missed.


Triggers and Automations

Construct powerful rules to automate your operation and save even more time.

Triggers

Add automated behaviors that respond to any event in the ticket lifecycle- such as when its' opened, assigned, the customer replies, and more.

Automate things like ticket assignments, group routing, responses, internal notes, and more, with the powerful trigger builder.


Helpcenter

The customer support portal is the hub of your support experience

Multilingual for multilanguage support

Support customers in multiple countries by delivering a translated and customized support experience in each unique locale.

Designed for self support

Dramatically reduce incoming tickets by providing answers to most questions in a self serve format.

Customize to match your brand

Choose one of several base themes and easily change colors, layout and customize the theme to match your brand.

Use only what you need

Optionally disable all self serve funcationality, or provide a FAQ only.


Reporting

Let data drive every decision

Operational reporting is built in

Internal reporting lets you track how busy you are, which teams and agents are the busiest, and how effective you are at resolving tickets.

Track and optimize your knowledge base

Knowledgebase specific reports will make sure you are doing the most to drive down ticket volume.

Satisfaction Ratings

Every customer you help has an opinion about how good your support is. Helpy tracks and reports on this so you can improve.

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