Improved Teamwork, Effortless Ticketing
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Saved Replies
Fire off repeat tickets easily with canned responses
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Internal Notes
Leave private notes in tickets to communicate internally
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Ticket Assignment
Delegate or auto-assign tickets to the right person
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Collision Detection
Know when you're in a ticket others are working on
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Tags
Organize, manage and route tickets with tags
Know All About Your Customers
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Customer Profiles
All the necessary customer information in one place
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Contact Cloud
Pull publicly available data about your customers
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Profile Notes
Add secret notes to customer profiles
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Satisfaction
Uncover customer sentiment with satisfaction scores
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Previous Interactions
Always be aware of the customer's recent activity
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Custom Apps
Show info from your CRM, shopping cart or website
Make the Most of Self-Service
Show related topics in contact form
Say No to Boring, Repetitive Tasks
Automate the Routine
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Instant Rules
Notify users, update ticket fields, route new tickets when certain condition are met
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Time Based Rules
Run time-based actions: send reminders or reopen an unanswered ticket
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Macros
Update multiple ticket properties with a single click
Teams, User Groups and Organizations
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Agent Roles
Promote or demote staff members to different roles for the right permission levels in your help desk
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Ticket Routing
Route tickets to the right team automatically based on sender's user group, organization or other attributes
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Auto-assign Tickets Within a Team
Assign tickets automatically within a team, either to least busy agents or in a circular (round robin) fashion
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Shared Tickets Within Organizations
Allow users from the same organization to view or respond to each other's tickets in the user portal
Know the Heart Rate of Your Help Desk
Meaningful Reports & Insights
Tickets
We're Not Done Yet!
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Multiple Mailboxes
Manage emails as a team. Work across departments from one account
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Smart Folders
Organize tickets into custom lists that update in real time
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Reminders (Snooze)
Have tickets reopen automatically at a specified time in the future
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Custom Fields
Set up fields to store custom data for each ticket
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Phone Tickets
Save telephone conversations or create new users without knowing their email
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Feedback Widget
A tab on your website for customers to search for articles and provide feedback
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Activity Log
Track everything that happens in a ticket: state changes, workflows, notifications and more
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Custom SMTP
Send emails via your own SMTP server if required
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SSO
Integrate Helprace with the sign in system of your app or website
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Developer API
Integrate your helpdesk with your website or app using Helprace REST API
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Webhooks
Relay data to your system. Call a script on your server during events in Helprace
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Email Commands
Respond to tickets via your email app. Set properties with #commands
Awesome Customer Service in Every Industry
Helprace customers make mobile apps, manufacture plastic goods, create audio solutions, develop geographic information systems. They work in chemical, real estate, and blockchain industries.
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