Helpyly is a customer support management platform that organizes tickets, automates workflows, and centralizes team communication to streamline daily support operations.
What is Helpyly?
Helpyly is a customer support management platform designed to help support teams manage tickets, automate workflows, and monitor communication from a single hub. It takes incoming support requests as input and produces organized ticket queues, automated assignments, and real‑time performance insights. The platform runs as a web‑based SaaS application. Helpyly® is owned by SoftWorks Global LLC, located in Orlando, Florida, a company founded in 2009.
Key Features
- Tickets module — Manage, prioritize, and resolve support tickets. The platform automatically assigns tickets to agents based on skills or priority and tracks resolution time against SLAs.
- Customer Communication Workflows — Automate and organize customer engagement across channels, including sending proactive notifications and tailored responses based on ticket status.
- Knowledge Base Articles — Create and maintain a searchable knowledge base. Intelligent workflows can automatically deliver relevant articles to customers based on their inquiries.
- SLA module — Define service‑level agreements, set response and resolution deadlines, and track compliance in real time.
- Ticket Assignment Workflows — Route tickets to the right team members automatically using criteria such as agent skills, workload, or priority.
- Expense Insight — Monitor costs associated with each ticket and service, providing financial transparency and budgeting control.
- Access Anywhere — Fully web‑based, accessible from any device with an internet connection.
- Clear Insights — Dashboards and reports that show ticket statuses, team performance, and customer communication history.
Who is it for?
- Support team managers — Configure SLAs, workflows, and drag‑and‑drop interfaces to match organizational processes.
- Customer service agents — Manage their assigned tickets, update customers via automated communication workflows, and access knowledge base articles to resolve issues faster.
- Finance or operations staff — Use the expense insight feature to track costs per ticket and monitor budget adherence.
What can you do with Helpyly?
- Ticket management: Create, assign, and track support tickets from submission to resolution, with automated routing and SLA monitoring.
- SLA tracking: Define response time targets and receive alerts when deadlines approach or are missed.
- Knowledge base automation: Automatically email relevant knowledge base articles to customers based on their ticket content, reducing repeat inquiries.
- Cost tracking: Associate expenses (e.g., service fees) with individual tickets to support budgeting and billing transparency.
How does Helpyly work?
The platform provides four main steps: 1) Custom Setup — tailor SLAs, workflows, and settings using drag‑and‑drop interfaces. 2) Operational View — see ticket statuses, team performance, and communication history on one dashboard. 3) Expense Insight — monitor costs tied to tickets and services. 4) Smart Decisions — use data insights to refine workflows and improve response times.
Pricing
Helpyly follows a freemium model, with a free tier and paid plans that unlock additional features and higher usage limits. Specific tier names and pricing are available on the signup page.
FAQ
Is Helpyly free?
Yes, Helpyly offers a freemium plan that allows you to start using core features such as ticket management and basic workflows at no cost. Paid plans provide additional capacity and advanced functionality.
How does ticket assignment work?
Helpyly can automatically assign tickets to agents based on criteria like skill set, current workload, or priority level. You define the rules in the Ticket Assignment Workflows module.
