Features
Everything your team needs to answer email well
HallaHelps covers the whole job, from the first email in to the last report out. Features marked Pro come with the Pro add-on.
Shared inbox
One inbox for the whole team
Every email to your support address lands in one shared inbox, already grouped into conversations.
- Two-pane layout: the ticket list on the left, the conversation on the right
- Filter by status, assignee, or tag, or show only tickets you follow
- Open, pending, closed, and spam statuses, with age badges on anything waiting
- Select several tickets at once to close, assign, mark as spam, or delete
- Search across every conversation
- Merge duplicate tickets, or split a new question into its own ticket
- See every earlier conversation with the same customer
Teamwork
Work together without stepping on toes
Everyone can see who owns what, so nothing gets answered twice and nothing gets missed.
- Assign tickets and see how many each teammate has pending
- A live banner shows when someone else has the same ticket open
- A warning before you send if a teammate already replied
- Internal notes with formatting and screenshots, never shown to customers
- Follow a ticket to keep tabs on it
- Owner, admin, and member roles, plus teams with their own leads
Replies
Write great replies, fast
The reply box has what you need to answer well, including a few shortcuts for the questions you get every day.
- Rich text editor with undo, links, and pasted or dragged-in images
- Saved replies, private or shared, with inline images and attachments
- Rewrite with AI (Pro): fix spelling and grammar, or make a draft more professional or friendlier
- A company signature that fills in each person’s name, title, and phone
- Replies go out from your own address and thread correctly in the customer’s inbox
- An optional confirmation email when a new ticket comes in
New in Pro · Translation
Speak their language
Customers write in Spanish, German, Japanese or Arabic. Your team answers in minutes, without hiring someone for every language.
- ✓Read any message in your language. One click translates a customer’s email for whoever is answering it.
- ✓Reply in theirs. Write the way you normally do, then translate your reply into the customer’s language. You see exactly what goes out before you hit Send.
- ✓33 languages. Spanish, French, German, Portuguese, Italian, Japanese, Korean, Chinese, Arabic, Hindi and more.
- ✓Nothing extra to set up. It’s built in. No plugins, no second account, and translations aren’t stored.
ProPart of Pro, from $29/mo for your whole company, priced by plan. Included free in your 14-day trial.See Pro →
Lucía F. · Customer
Hola, pedí la orden #4521 el lunes y todavía no llega. ¿Me pueden decir cuándo llegará?
Translated from Spanish
Hi, I ordered #4521 on Monday and it still hasn’t arrived. Can you tell me when it will get here?
Your reply, sent in Spanish
You wrote: Sorry for the wait! It ships today and should arrive Friday.
¡Perdón por la espera! Sale hoy y debería llegar el viernes.
Knowledge base
A help center customers can search
Answer the common questions once, publish them, and let customers help themselves.
- Public articles organized into categories
- Built-in search
- Written in simple Markdown
- Hosted for you, with nothing to install
Reports
Know how your support is really doing
Clear numbers on speed and volume for the whole team or for one person.
- Conversations, messages received, replies sent, and tickets resolved
- Average first response and resolution times, plus 90th percentile with Pro
- A business-hours mode that leaves out nights and weekends (Pro)
- Filter by date range, agent, or team, and compare with the previous period
- Most-used tags and saved replies, with the tickets behind them (Pro)
- Drag report sections into the order you like
Customer ratings
Hear how customers feel
Turn on satisfaction ratings and every closed ticket can collect a quick score.
- An optional one-click rating email when a ticket is closed
- One rating per ticket, shown right on the ticket
- Built so email security scanners can’t submit a rating by accident
Integrations
Connect the tools you already use
Get alerts where your team already works, or send ticket events anywhere you want.
- Slack alerts for new tickets, replies, and assignments, with @mentions
- Microsoft Teams alerts
- Outgoing webhooks signed with HMAC so you can verify every request (Pro)
- Zapier and Make, through webhooks, with a step-by-step guide (Pro)
Admin and branding
Make it yours
Set HallaHelps up the way your company works.
- Sign in with a password, Google, Microsoft, or an emailed code
- Choose which sign-in options your company allows
- Your logo, 13 color themes, and automatic dark mode
- Business hours, departments, and a profile for each person
- Works on phone, tablet, and desktop
See it with your own inbox
Connect your support address and invite your team. Your 14-day trial includes everything, Pro too.