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Helpmonks
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Helpmonks Features

What are the features of Helpmonks?

Productivity Tools

  • Notes
  • Internal Discussion
  • Assignments and Tasks
  • Workflows
  • Templates
  • Integrations
  • Tagging System

Analytics

  • Email Tracking

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Technology Glossary Features

View full feature definition

View definitions of the features and discover new technology terms.

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Platform

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

Not enough data

Customization

Allows users to customize chat colors, text, logos, and branding.

Not enough data

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Not enough data

Integration

Integrates with other customer service software to improve support and enhance functionality

Not enough data

Reporting

Provides analytics tools that reveal important business metrics and track progress

Not enough data

Dashboards

Displays important metrics relating to performance

Not enough data

Custom Tracking Domain

Ability to define a custom domain from which emails are sent.

Not enough data

Multiple Domains

Able to send emails from multiple domains.

Not enough data

Dedicated IPView full feature definition

See feature definition
Ability to use a dedicated IP for deliverability.

Not enough data

Documentation

Availability and quality of documentation for API, code library, implementation, and set up.

Not enough data

Sender Reputation Management

Ability for the platform to manage individual domain reputations. That way, senders with good sending practices are not penalized based on the sending practices of others.

Not enough data

Tracking & Reporting

Tracks emails sent and delivery rates and compiles them into standard reports.

Not enough data

Enterprise Scalability

Provides features and infrastructure to allow scaling for large organizations.

Not enough data

Performance and Reliability

Emails are consistently received and software performs reliably.

Not enough data

Ticket and Case Management

Ticket Creation User Experience

User Experience of creating and submitting a ticket

Not enough data

Ticket Response User Experience

User Experience of responding and receiving a response

Not enough data

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

Not enough data

Automated Response

Respond to common requests with standard reply

Not enough data

SLA ManagementView full feature definition

See feature definition
Offers tools for managing and tracking service-level agreements (SLAs)

Not enough data

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

Not enough data

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

Not enough data

Customer/Contact Database

Central repository for account and contact information

Not enough data

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

Not enough data

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

Not enough data

Live Chat Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

Not enough data

Social Media Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

Not enough data

Voice

Make and receive calls directly in the application. Track and record calls for analysis.

Not enough data

Administration

Template Creation

Process for administrator to create personalized email templates from scratch or incorporate and leverage existing templates.

Not enough data

Preset Template Availability

Quantity and quality of preset email templates for administrators to construct their own emails.

Not enough data

Custom Unsubscribe

Able to customize the unsubscribe templates, handler, and tracking.

Not enough data

Email SegmentationView full feature definition

See feature definition
Able to segment transactional emails based on their purpose.

Not enough data

Detailed Server Logs

Detailed logs for tracking and debugging mail server activity.

Not enough data

Notifications

Alerts administrator whenever a pre-set event occurs.

Not enough data

Integrations

WebhooksView full feature definition

See feature definition
Integrates webhooks into emails to signal email status (i.e. sent, bounced, opened, etc.)

Not enough data

Event Tracking API

API used to track the status of emails.

Not enough data

Mail Send API

API used to send emails (e.g. Web API, SMTP API)

Not enough data

Spam Filter Testing

Testing to ensure emails do not go to recipient's spam folder.

Not enough data

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

Not enough data

Notifications

Delivers notifications to both sides of the conversation.

Not enough data

Targeted Emails

Sends automated emails to further engage clients and potential clients.

Not enough data

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

Not enough data

Co-Browsing

Allows agents to join a customer's browser session and navigate through the website with them.

Not enough data

Internal Use

Customization

Allows users to customize chat colors, text, logos, and branding.

Not enough data

Conversation Archiving

Archives conversations in a separate location for later reference.

Not enough data

Lead Development

Enables employees to denote potential customers.

Not enough data

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

Not enough data

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

Not enough data

Customer Profiles

Allows for the creation of profiles for contacts and customers.

Not enough data

Productivity Tools

Notes

Allows users to leave notes or comments on emails or relevant cases. This feature was mentioned in 16 Helpmonks reviews.
89%
(Based on 16 reviews)

Internal Discussion

Provides a dedicated space or a thread feature that allows for long-form discussion. This feature was mentioned in 16 Helpmonks reviews.
86%
(Based on 16 reviews)

Assignments and Tasks

Based on 15 Helpmonks reviews. Offer in-application assignment and task tracking functionality.
84%
(Based on 15 reviews)

Workflows

Allows users to create and follow predetermined workflows attached to actions. 14 reviewers of Helpmonks have provided feedback on this feature.
85%
(Based on 14 reviews)

Templates

Allows users to create canned answers or templates for email responses. This feature was mentioned in 13 Helpmonks reviews.
87%
(Based on 13 reviews)

Integrations

As reported in 11 Helpmonks reviews. Integrates without outside software to provide additional functionality or pull information.
77%
(Based on 11 reviews)

Tagging System

Based on 15 Helpmonks reviews. Provides a tagging system to allow users to sort emails by relevant subject.
89%
(Based on 15 reviews)

Analytics

Trends

Analyzes trends in email content and resolution.

Not enough data

Performance Tracking

Tracks performance and productivity of users inside the application.

Not enough data

Email Tracking

Tracks email analytics like emails opened, how long the email was opened for, etc. This feature was mentioned in 10 Helpmonks reviews.
92%
(Based on 10 reviews)

Generative AI

AI Text Generation

Allows users to generate text based on a text prompt.

Not enough data

AI Text Summarization

Condenses long documents or text into a brief summary.

Not enough data

AI Text Generation

Allows users to generate text based on a text prompt.

Not enough data

AI Text Summarization

Condenses long documents or text into a brief summary.

Not enough data

AI Text-to-Speech

Simulates human-like speech from text inputs.

Not enough data

Agentic AI - Help Desk

Autonomous Task Execution

Capability to perform complex tasks without constant human input

Not enough data

Natural Language Interaction

Engages in human-like conversation for task delegation

Not enough data

Proactive Assistance

Anticipates needs and offers suggestions without prompting

Not enough data

Agentic AI - Shared Inbox

Autonomous Task Execution

Capability to perform complex tasks without constant human input

Not enough data

Decision Making

Makes informed choices based on available data and objectives

Not enough data