Help Desk Features

All the features you need a Help Desk software to stay productive and thriving customer support.

Advanced Formatting

Use bold, italics, hyperlinks, lists and quotes to make your replies more readable for your customers.

Auto Reply

A confirmation message that is sent to customers as soon as their email is received.

Auto BCC

Automatically BCC an email address (like your CRM) to keep an external record of all your replies.

Collapsible Threads

Collapse and expand all messages in a conversation for easy viewing.

Create Conversations

Create a new conversation and assign a team member directly in ThriveDesk.

Delete Conversations

Clear the clutter by deleting conversations you no longer need.

Email Forwarding

Automatically forward incoming mail to your ThriveDesk inbox to track conversations.

Notes

Private communication between users that is not visible to the customer.

Satisfaction Ratings

Customers rate their support experience, and you can view results in the reports.

Saved Replies

AKA canned responses, insert these in two clicks to answer common questions.

Draft Replies

Every conversation stored as draft before you send, other team member can edit or send it right away.

Conversation History

Review previous conversation create by customers and track recurring questions.

Attach Files

Attach photos or documents up to 19.5MB by dragging them right into the conversation.

Attachment Preview

Quickly preview image attachments in conversations without downloading them.

Bulk Actions

Batch changes to conversations to avoid having to repeat the same action over and over.

Email Signatures

Set up rich-text-friendly signatures that your whole team can use.

Keyboard Shortcuts

Move faster with shortcuts for common actions.

Merge Conversations

Merge two conversations together to keep related emails in the same conversation.

Switch Inboxes

Move your conversations to other inboxes to stay organized with the correct person or team.

Multiple Inboxes

Support multiple brands or email addresses from the same dashboard with unlimited inboxes.

Multiple Workspaces

You can use separate workspaces for multiple brand and switch between them easily.

Open Tracking

Know when your message was read by the contacts with email read receipts.

Outgoing SMTP

We can send emails on your behalf or use your custom SMTP credentials.

Phone Conversations

Keep detailed notes of phone conversations for easy reference and follow-up.

Search

Use powerful search operators to find the exact conversations you need with minimal effort.

Spam Filtering

Another layer of spam filtering to help you cut down on the noise.

Tags

Organize conversations or tag them for future reference, just like you do with email.

Undo Send

Helps you catch mistakes before they get sent with countdown periods from 5-30 seconds.

API

Bend ThriveDesk to your will using OAuth and these read/write endpoints.

Webhooks

Use webhooks to post data to your server whenever a certain event has happened in ThriveDesk.

Apps Integrations

Connect ThriveDesk to other web services your business depends on.

WordPress Integrations

You can take full advantage of ThriveDesk Deep integration with WordPress and its eco system.

Custom Apps

A quick way for developers to pull customer data from a third party source into the sidebar.

Browser Notifications

Receive instant notifications in Chrome, Firefox, or Safari.

Team Collaboration

User Availability

Set yourself "Away" so your open conversations go to your teammates while you're gone.

Assignments

Quickly delegate a conversation to another user when you need help. A notification will send automatically.

Inbox Permissions

Inboxes can be restricted to specific users and team. They can only see the Inboxes assigned to them.

User Permissions

You can choose whether to give users access to more advanced management features.

Update Conversations via email

Reply to your customers from your email notifications without logging in.

Email Notifications

Receive email notifications for activity in ThriveDesk to stay on top of things even when you're not logged in.

Collision Detection

Get real-time alerts when people are viewing or replying to the same conversation and avoid embarrassment.

Knowledge Base

Custom Domain

Use your own domain or sub-domain to your Docs site for branding control.

Design Controls

Change the look and feel of your site with various settings and your own custom CSS.

Help Desk Integration

Search Docs when viewing a conversation and insert a link without leaving the page.

Mobile Friendly

Our mobile first design made sure the docs sites works best on any device.

SEO

Customize your URL, add keywords, and enjoy an auto-generated sitemap.xml file.

SSL

Your site will be served over SSL for no additional charge.

Search

Lightning fast search enables customers to find what they need in seconds.

Blazing Fast CDN

All static content such as images, videos, css/js are serve from CDN for faster page load.

Unlimited Data

Docs can handle all the collections and articles you can throw at it.

Revision History

Access and restore previous versions of an article quickly.

Collision Detection

You'll be notified instantly when someone else is editing an article.

Private Collection

Enables you to create an internal knowledge base only for Help Scout users.