Helpin AI OrbitDesk support
Email forwarding01
Your address. A shared inbox.
Forward incoming support email to Helpin and reply from your verified address.
Customer support for SaaS teamsAI agents that know the history.
AI agents that know the history.
Support that follows through.
Chat, email, and customer history in one inbox. AI agents answer from your docs and your customer’s history, and hand off to your team with everything they found.
14-day free trial · No card required · No per-seat or per-resolution fees
The experience your customer sees
Illustrative conversation
The shared inbox
One place to reply. The context to get it right.
Work through chat and email with the customer’s details, past conversations, and linked tasks in view. Your team and AI agents can pick up the request without piecing the story back together.
Ready for your reviewStart with the conversation. Keep the customer’s history in view.
Everyday support
Everything your team needs to run the queue.
Connect your support address, organize incoming requests, and give each conversation an owner.
Routing and assignment02
Make ownership clear.
Route requests to team inboxes, then assign them manually or through round-robin assignment.
Tags and saved views03
Focus on what needs attention.
Combine tags and filters into personal or shared views.
Round-robin assignment and AI conversation routing are included in Growth and when you self-host.
The details that keep support moving.
Internal notes and mentions
Discuss the next step privately and bring teammates into the conversation.
Saved replies
Reuse common answers, then personalize them before sending.
Team presence
See who’s viewing or typing before you reply.
Conversation search
Find an earlier question without opening every thread.
Message translation
Read incoming messages and prepare replies across languages.
Office hours and reply times
Let customers know when to expect your team.
Files and attachments
Keep screenshots and supporting files with the request.
AI follow-ups
Check in automatically when a customer goes quiet after an AI answer. Cancel a pending follow-up at any time.
Better knowledge. Better answers.
Turn unanswered questions into useful docs.
Choose the docs, website pages, and files your agents can use. When questions reveal gaps in your docs, Helpin groups them and drafts a new article or update for your team to review.
Repeated questions become one gap and one draft.
AI and your team
A handoff, not a restart.
Let agents handle questions using the available history and knowledge. When a person needs to take over, keep the conversation and investigation together—then carry the outcome back to the customer.
01 / ANSWER
Start with what you already know.
Use product knowledge, customer history, and selected tools to investigate the request. Choose direct AI replies or assistance your team reviews.
02 / HAND OFF
Pass on the findings, not just the ticket.
Give the next teammate the customer’s messages, what’s been tried, and what the agent found.
03 / FOLLOW THROUGH
Bring the outcome back to the customer.
Keep the request linked to the work. Configure a follow-up after release, with the approvals your team requires.
Beyond the inbox
Explore Ask Agent When a reply isn’t enough, move the work forward.
Create or link a task with the customer’s request attached. For a bug, bring in a coding agent to prepare the fix as a pull request for your team to review. Keep support connected to the work—and to the person waiting for it.
Coding agents are part of Growth and need a connected GitHub repository.
From reported issue to proposed change
Ready for Sam’s review
Ready for your review
Your team sets the rules
Choose what AI handles. Decide where people step in.
Set how agents respond, which tools they can use, and when they need approval. Verify signed-in customers so agents know who’s asking—identity and tool access stay separate controls.
Choose how customers hear from AI.
Enable direct replies, keep AI assistance internal, or switch automatic responses off.
Limit access to the job.
Give each agent the selected workspace and external tools it needs.
Keep a review step where it matters.
Require approval for an agent’s actions before it proceeds.
Questions before you start
Support questions
Can our team handle chat and email together?
Yes. Add the chat widget and forward support email into Helpin’s shared inbox. Learn more →
Do we need a new support email address?
No. Keep your existing address and verify it for replies through Helpin. Learn more →
How are conversations assigned?
Route requests to team inboxes and assign owners. Round-robin assignment and AI routing are included in Growth and when you self-host. Learn more →
Can we create views for our own support process?
Yes. Filter conversations using tags, owners, and statuses, then save a personal or shared view. Learn more →
What information can agents use to answer?
Agents use the knowledge sources you select, including supported docs, website pages, and files. Relevant customer history and permitted connected tools can provide additional context. Learn more →
Do agents have to send replies automatically?
No. Your team can use AI for internal assistance instead, or disable automatic responses. Learn more →
What does a teammate receive during a handoff?
The customer’s conversation, the agent’s responses, and the handoff notes—not just a new assignment. Learn more →
Can a support request become project work?
Yes. Create or link a task and retain the original request, so your team can plan the work without losing who needs it. Learn more →
Can we import from Zendesk or Intercom?
Import from Zendesk and Intercom is coming soon. Until then, forward your support email to Helpin and new conversations start there.
Is self-hosting available for Support?
Yes. Support is part of the open-source Community edition (0.1 beta), with every support feature and no plan limits. Your team operates the installation and covers hosting and provider costs. See what’s included →
How does Helpin check a customer’s identity?
Your backend signs an identity proof. Helpin validates it before marking the customer as verified in the widget. Learn more →
Does verification give an agent access to all customer data?
No. Identity verification does not grant tool permissions. You select the tools an agent may use, and your connected systems must enforce access to customer data. Learn more →
14-day free trialHelp customers move forward.
Help customers move forward.
Not start over.
Unlimited teammates, AI usage included, and no per-resolution fees.
No card required · Self-host free, or let us run it