Help Scout
Customer SupportA customer support platform that combines ticketing, live chat, and knowledge base.
Open RFPs0
Spend under review$0
Average spend$0
Bids received0
Median discount0%
Most requested features
What buyers replacing Help Scout actually ask for, ranked by how often each feature appears across 0 RFPs.
Must-haves
None requested yet.
Nice-to-haves
None requested yet.
Feature taxonomy
Analytics & Reporting
- Ticket analyticsReports on ticket volume, resolution time, and team performance.Required by 0 RFPs
- Customer analyticsTracks customer satisfaction and support metrics over time.Required by 0 RFPs
- Team dashboardsDisplays team performance, wait times, and support metrics.Required by 0 RFPs
- Custom reportsCreates custom reports on team performance and ticket data.Required by 0 RFPs
Customer Feedback
- Satisfaction surveysSends CSAT surveys after ticket resolution to measure satisfaction.Required by 0 RFPs
- NPS surveysMeasures Net Promoter Score with automated survey distribution.Required by 0 RFPs
- Feedback insightsAnalyzes feedback to identify trends and improvement areas.Required by 0 RFPs
Knowledge Base
- Help centerCreates a searchable help center for customer self-service.Required by 0 RFPs
- Knowledge base articlesPublishes articles and guides for customer education.Required by 0 RFPs
- Article organizationOrganizes articles into categories and collections.Required by 0 RFPs
Live Chat
- Website chat widgetAdds a chat widget to websites for real-time customer support.Required by 0 RFPs
- Chat routingRoutes incoming chats to available agents automatically.Required by 0 RFPs
- Chat transcriptsRecords and stores chat conversations for compliance and training.Required by 0 RFPs
- Proactive chatInitiates conversations with website visitors proactively.Required by 0 RFPs
Platform & Security
- Email integrationConverts emails to tickets from any email provider.Required by 0 RFPs
- CRM integrationSyncs customer data with Salesforce and other CRMs.Required by 0 RFPs
- API accessExposes tickets and customer data through REST APIs.Required by 0 RFPs
- SSO with SAMLAuthenticates users through an external identity provider.Required by 0 RFPs
- Role-based permissionsRestricts access to tickets and customers by user role.Required by 0 RFPs
- Audit logsRecords user actions and ticket changes for compliance.Required by 0 RFPs
Ticketing
- Email ticketsConverts incoming emails into support tickets for tracking and resolution.Required by 0 RFPs
- Ticket managementOrganizes tickets with status, priority, and assignment tracking.Required by 0 RFPs
- Ticket assignmentAssigns tickets to team members for handling and follow-up.Required by 0 RFPs
- Ticket automationAutomates ticket routing and assignment based on rules.Required by 0 RFPs
- Ticket tagsAdds tags to tickets for organization and filtering.Required by 0 RFPs