Features
Everything between a customer's question and your answer
The inbox where requests arrive, the rules that route them, and the reports that tell you what to fix next. Every plan gets all of it.
Product tour
The three screens your team will live in
Most of the work happens in the inbox, the workflow builder, and reports. Here is what each one does for you.
Inbox
Every conversation, with its history attached
Open a request and the customer's past orders, earlier replies, and team notes sit right beside it. Answer it, hand it to a colleague, or snooze it until Tuesday.
- Owners and due dates on every request
- Notes your customers never see
- Search that finds any word in any thread
Workflows
Write the rule once and let it do the sorting
Pick a trigger, add conditions, and choose the actions. Branches catch the exceptions, delays wait for a reply, and approvals hold anything risky until a person says yes.
- Start from a form, a tag, or a schedule
- Try a draft on last month's requests
- Read the log of every step it took
Reports
Find the slow spots before customers do
See volume by channel, reply time by week, and satisfaction by team, so you know which queue needs another pair of hands.
- Reply times for each team and tag
- A backlog you can compare week to week
- A summary in your inbox every Monday
The details
The quiet features your team will use every day
Nobody picks a help desk for its permission settings. These are the parts that make a busy Monday feel ordinary.
Roles and permissions
Decide who can reply, who can edit workflows, and who can only read. Contractors see just the views you share with them.
Saved replies
Write the answer to a common question once, then drop it into any reply with the customer's name and order already in place.
Collision warnings
When a teammate opens the request you are reading, you both see a banner before anyone sends a second answer.
Business hours
Set opening hours and holidays for each team, so reply targets pause overnight and customers get an honest automatic reply.
Views and tags
Save a filtered list for returns, billing, or your biggest accounts, and let tag rules sort new requests into it as they arrive.
API and webhooks
Read and update requests through the REST API, or post an event to a webhook whenever a request changes.
Integrations
Hassium fits around the tools you already use
Connect a channel in a few clicks and a tool in a few more. Every integration is included on every plan.
Channels
Forward any support address, and replies go out from it, threaded and signed by whoever wrote them.
Chat
Add a chat widget to your site, and the conversation carries on by email after the visitor leaves.
Forms
Embed an intake form on any page and route each submission by the answers people give.
Tools
Calendar
Book a call from inside a request, and the meeting shows up on the customer's timeline.
Payments
See recent charges beside the thread and issue a refund without leaving the request.
CRM
Keep companies and account owners in sync both ways, so sales can see every open request.
Spreadsheets
Import old requests from a spreadsheet, and export any view back to one on a schedule.
Webhooks
Send an event to any address when a request is created, tagged, assigned, or closed.
REST API
Read and write requests, customers, and tags with personal tokens and a documented API.
Security
Security your IT team can sign off on
Clinics, schools, and law firms run their front desks on Hassium. These are the controls they ask about first.
Single sign-on
Sign in through your identity provider with SAML or OpenID Connect. Remove someone there and their access here ends too.
Audit log
Every sign-in, export, permission change, and workflow edit is recorded with who made it and when.
Encryption
Data is encrypted in transit with TLS and at rest with AES-256, and so is every backup.
Data residency
Keep requests, files, and backups in the EU or the US. You pick the region when you create the workspace.
Stop losing requests between inboxes
Bring email, chat, and your web forms into one queue this week, and let a tested workflow hand each request to the right person.
14-day trial
No card needed
Your old tickets come with you