All new UI. Powerful new features.
Powerful new features like conditional logic in email templates, SAML authentication, and scheduled emailing of reports give your support team more tools than ever before.
Use IF/ELSE logic in your email template to send exactly the right message to each customer.
For example, you could use the value of a custom field to determine which footer to use in an email.
Come in Monday morning with your weekly reports ready in your inbox.
Express your personality with our custom emoji avatars. Don't worry photos are still supported for the less adventurous!
Setup any of your predefined responses to create new requests automatically on a schedule. Great for regularly recurring tasks.
Fully redesigned inbound and outbound email processing flow for dramatically faster performance.
Email notifications to staff now include any attachments the customer included (finally!).
Help desk portals are now fully 508 compliant.
Access keys are now longer and more secure.
We've implemented the industry standard TinyMCE editor making your replies and notes better than ever.
New per-user dark mode option for those who prefer less screen brightness.
Implement single sign-on via the SAML standard.
All new email parser internals help ensure customer emails are parsed even when they're sent in invalid formats.
Files needed to create a secondary portal are now created by HelpSpot so you don't need to monkey around on the server.
If you have image data on your clipboard it can be directly pasted into your replies.
New tools to make deleting unused responses faster than ever.
New queue management makes batch actions significantly faster.
From the request note box instantly auto-complete and insert responses with #, placeholders with $, and notify staff with @.
Have emails processed by HelpSpot moved to an IMAP folder to be archived instead of deleted.