Help Scout
Support ticket analysis for Help Scout, read from the conversations themselves.
Overdesk reads the recent conversations in your Help Scout mailboxes, groups them by cause and ranks what is going wrong, from the bug behind a run of tickets to the customer ready to leave.
An admin approves it in Help Scout, with no app to create and no key to copy, and your team keeps working in Help Scout.
14 days with every Pro feature. No card.
In Help Scout
What Overdesk does in Help Scout.
- Reads new conversations and leaves each reply as an internal note by default, or as an unsent draft reply in the composer if you choose.
- Sends the replies your guardrails approve once sending is on, and the rest wait for your team.
- Builds your knowledge base from past conversations, so answers match how your team already writes.
- Syncs your published help articles nightly once a Docs API key is added.
On your queue
Support ticket analysis on your Help Scout queue.
Post-release regressions, frustration signals and churn signals run every morning over the last 3 days.
Recurring bugs, feature requests, repeated questions, documentation gaps, automation candidates, themes and the per-product breakdown run every Monday over the past 7 days.
You review the brief and file it, with email addresses and card numbers taken out. It goes to GitHub, Linear or Jira.
Built for Help Scout
Built for how Help Scout works.
- Connect by approval. An admin approves Overdesk in Help Scout, and Overdesk works through that person’s account, so the notes and replies it adds appear under their name.
- Your saved replies join the knowledge base, beside your past conversations.
- Edit or discard a draft reply in Overdesk and the copy in the Help Scout composer changes with it, as long as nobody has rewritten it there.
- Choose the mailboxes Overdesk drafts in, or let it draft in all of them.
Run it on your Help Scout queue.
14 days with every Pro feature. No card.
Questions
Do we have to leave Help Scout?
No. Overdesk reads and writes through Help Scout’s own API, and your team keeps working in the mailboxes it uses today.
Whose name do replies appear under?
The person who approved Overdesk in Help Scout, so approve as the person replies should come from.
Can Overdesk send replies on its own?
Yes. Sending on its own needs two switches: Overdesk turns it on for your workspace, then your admin turns it on. With both on, it sends the replies your guardrails approve on email conversations, and a chat or phone conversation waits for your team.
Overdesk works with Help Scout, Zendesk, Intercom and FreeScout. All integrations