What Is Help Scout? Key Features Explained
What is Helpscout? Even if you haven't heard of it before, you've certainly encountered customer support and ticketing systems at some point in your life. Helpscout is one of many providers of such a support system and now even uses AI features for greater efficiency.
"Is helpscout down"?
If the site is not responding, you can't log in, or you're having problems using it, it's quite possible that it's a temporary outage that will be fixed soon.
For this purpose, see www.isitdownrightnow.com/
This page will quickly show you the Helpscout status and let you know if it makes sense to continue trying.
The problem with the Helpscout login page can be quite simple, such as a forgotten password, and you will need to use the password recovery link for this. Like other services, this one offers you the possibility to get out of a tight spot with a simple and safe solution.
Apart from these basics, it is also important to know what are the features of Helpscout:
It combines a shared inbox, live chat, and an intuitive knowledge base into one seamless tool, helping you stay organized, respond faster, and scale support with ease. With built-in collaboration tools and rich customer profiles, your team can work together more efficiently while keeping conversations personal.
Key features include:
Shared inbox with assignments, collision detection, and internal notes
Live chat via Beacon, with in-app messaging and article suggestions
Knowledge base to empower self-service and reduce support volume
Reporting and analytics to track team performance and customer satisfaction
Workflow automation to route, tag, and reply automatically
Integrations with tools like HubSpot, Slack, Salesforce, and more
The most common question we encounter is: how to merge tickets in helpscout?
When a customer submits multiple conversations about the same topic, merging those threads helps consolidate context and keeps your inbox tidy. Here’s a streamlined way to do it:
Open one of the relevant tickets.
In the right sidebar, under “Previous Conversations,” find the related ticket and click its subject. This opens it in a modal window.
In the modal, click the “Merge” button in the upper right corner. This will combine both conversations into one.
A confirmation note will appear in the merged thread indicating the merge was successful.
⚠️ Important Tips Before You Merge
Tickets can’t be un-merged, so double-check that the conversations truly belong together.
If the related conversation is from a different sender, use the “Change Customer” option to assign it to the same person before merging. (See Help Scout documentation for steps.)
Merging conversations ensures your team has full visibility of the customer’s issue—all in one place.
But if you would like to try an alternative that offers better learning from your own AI data, you should definitely try one of the alternatives like Freshdesk, Intercom, Zendesk, or maybe Deskhero.
Deskhero is the perfect helpdesk tool for small businesses, thanks to its simplicity, user-friendly design, and powerful features. Unlike many other customer support platforms, Deskhero requires no extensive training or complicated installations. With just a two-minute setup, your team can dive right in and start assisting customers almost instantly.
Deskhero is also designed to grow with your business. Whether you're a startup or already handling a large volume of customer inquiries, Deskhero easily adapts to your needs. It offers a range of customer service features, including chatbots, automated ticketing, and knowledge base management, making it a comprehensive solution for small businesses.