Help Scout is the ideal small business help desk. You can deliver great email support and get setup in minutes, without any of the typical help desk complexities.
Bring a website support question to a teammate with the relevant chat context.
Get a focused question in a private group chat and the handoff link in your inbox when a customer chat needs a teammate's judgment.
Prepare replies to hosting questions for the inbox owner to review.
Your chosen approver gets a proposed reply beside the customer's message, ready to review before anyone answers.
Hand off hosting tickets with prior replies and a clear next action.
Your specialists get the customer's request and a clear next step, while former owners know who took over the case.
Answer website setup questions with approved help article steps.
Your customers get how-to answers from your help center, and your support lead gets questions those articles cannot answer.
Reply to common hosting questions and flag account exceptions.
Your routine support emails get a reply in the same conversation, while cases needing judgment land in your lead's decision list.
Send unresolved hosting issues to the right support person.
The next support person gets the full email history and attachments, while your first responder knows who took over.
Confirm hosting support requests with a ticket link or flag gaps.
Your customers get a reply with their ticket link after a confirmed match. Your support team hears about requests that need attention.
Flag site owner complaints about unresolved service problems.
Your service lead sees why an urgent customer complaint needs attention. The message includes ticket history and a link.
Acknowledge hosting customers while their assigned contact is away.
Customers get a reviewed reply while their usual contact is away. Urgent requests reach the teammate covering for them.
Acknowledge hosting tickets overnight and hand waiting cases to support.
Customers get a receipt after hours, and your next support shift sees which tickets still need a personal reply in team chat.
Transcribe customer audio attachments on hosting support tickets.
Read spoken customer requests right on the ticket. Your team gets the full transcript in a private note, without replaying the recording.
Turn HTML files on hosting support cases into checked PDFs.
You get a PDF you can share and print on the support case after its text and layout pass checks.