Content
Questions, the changelog, a roadmap, careers, contact, blog lists, and resources.
Common questions
Answers before you invite the team
What new teams ask us most, answered in a sentence or two.
How long does setup take?
Most teams connect a support address and invite everyone in under an hour. Older requests import in the background while you keep working.
Is there a limit on requests or customers?
No. Every plan handles as many requests, customers, and messages as you receive. Plans differ in people, workflows, and admin controls.
Will customers notice we switched?
Only if you tell them. Replies still go out from your own address with your signature, and your chat window keeps its colors and greeting.
Does building a workflow need a developer?
No. You choose a trigger, add conditions, and pick actions from plain menus. A test run on past requests shows what would happen before you switch it on.
Which tools can Hassium connect to?
Email, chat, calendars, payments, CRMs, and spreadsheets work out of the box. For anything else there are webhooks and a REST API.
Can we control who sees what?
Yes. Roles decide who can open each inbox, edit workflows, or export data. Business adds single sign-on and an audit log of every change.
Plans and billing
Answers about plans, people, and your data
The questions that come up most on sales calls, answered plainly. If yours isn't here, ask us.
Still have a question?
Write to Tobias and the support team. Every message gets a reply from a person within one working day.
Who counts as a person on my plan?
Anyone who signs in to answer requests. Customers never count, and neither do teammates who only get a weekly report by email.
Can I change plans later?
Yes. Move up or down from the billing page whenever you like. We prorate the difference to the day, so you never pay twice for the same week.
Do schools and nonprofits get a discount?
Yes. Schools and registered nonprofits get 30 percent off any plan. Write to us from your organization's address and we will apply it.
How do you protect our data?
Everything is encrypted in transit and at rest, and roles limit who can open each inbox. Business adds single sign-on, an audit log, and data kept in the EU or the US.
Is there a minimum term?
No. Monthly plans renew each month and can stop at any renewal. Business customers can sign a longer contract if their finance team prefers one.
Changelog
What changed in Hassium
Small fixes ship every week. The changes you will notice get a write-up here, newest first.
Workflows 2.0
New
Branches, delays, and test runs for every workflow
- Branches send a request down its own path by tag, form answer, or the customer's plan.
- Delays hold a step for a set time, or until the customer writes back.
- Test runs show what a draft would have done to your last 30 days of requests, step by step.
Hassium 2.4
Improved
Faster search and tag rules
- Search is about three times faster in workspaces with more than 50,000 requests.
- Tag rules add a tag as soon as a request matches a phrase, a form, or a sender.
- Filter results by owner, tag, and date without leaving the search page.
Hassium 2.3
Fixed
Imports keep their authors
- Imported replies and notes show the teammate who wrote them, not the person who ran the import.
- Original dates carry into reports, so last year's numbers stay in last year.
- A preview of the first 20 rows appears before any import starts.
Product updates
Recently shipped
The last three releases from the changelog, each with a short note on what changed and why it matters.
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Hassium 2.4: faster search and tag rules
Search returns in under a second on large inboxes, and tags can now apply themselves from a request’s first message.
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Hassium 2.3: imports keep their authors
Spreadsheet and help desk imports now keep the original author, dates, and tags on every message.
Roadmap
What we are building next
What shipped, what the team is working on now, and what we are still figuring out. Quarters are targets, and we say so here when one moves.
Shipped
Workflow branches and delays
Send a request down different paths and pause a step until the customer answers.
Tag rules
Tags apply themselves when a request matches a phrase, a form, or a sender.
Imports that keep their authors
Bring years of history across with every reply credited to the right person.
Building
Satisfaction surveys
One question after a request closes, with the answers in reports by team and tag.
Two-way spreadsheet sync
Edit a row in the sheet and the request updates, and the other way around.
Approvals on your phone
Approve a refund or an exception from a notification, without opening a laptop.
Exploring
Scheduled reports
A weekly summary of backlog and reply times, sent to the people who need it.
Routing by working hours
Send requests to whoever is on shift, so nothing waits for someone who is asleep.
Careers
Help us make support work calmer
We are a remote team across Europe and the Americas. We write things down, ship every week, and keep meetings short and rare.
Backend engineer, workflows
Product designer
Support specialist
Technical writer
Contact
Talk to a person, not a ticket number
Pick the inbox that fits your question. Someone on the team reads every message, usually within a few hours on weekdays.
Sales
Questions about plans, single sign-on, or moving a large team over from another tool.
Support
Stuck on a workflow or an import? Write in from your workspace or by email, and a support engineer picks it up.
Press
Interviews, logos, product screenshots, and the story of how Hassium started.
From the blog
Practical notes on support work
Guides we wish we had read sooner, product news, and lessons from answering our own customers.
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Workflows 2.0: branches, delays, and test runs
Read more: Workflows 2.0: branches, delays, and test runsWorkflows can now split on a condition, wait for a reply, and run against last week’s requests before they touch a customer.
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Hassium 2.4: faster search and tag rules
Read more: Hassium 2.4: faster search and tag rulesSearch returns in under a second on large inboxes, and tags can now apply themselves from a request’s first message.
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Five workflows every small support team should run
Read more: Five workflows every small support team should runThe five rules we see pay for themselves first, with the exact conditions to copy into your own workspace.
Reading list
New on the blog
The five most recent posts, from release notes to guides for small support teams.
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Workflows 2.0: branches, delays, and test runs
Workflows can now split on a condition, wait for a reply, and run against last week’s requests before they touch a customer.
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Hassium 2.4: faster search and tag rules
Search returns in under a second on large inboxes, and tags can now apply themselves from a request’s first message.
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Five workflows every small support team should run
The five rules we see pay for themselves first, with the exact conditions to copy into your own workspace.
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Why we price per team, not per seat
Per-seat pricing punishes the moment a team grows. Here is how we set our plans, and what we gave up to do it.
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Introducing the customer timeline
Every request, reply, order, and note for a customer, on one page, so nobody on your team asks for the same thing twice.
Resources
Guides and templates to take with you
Free to download and free to share. They work with Hassium, and most of them work without it.
The small team support playbook
How to split a queue between three and fifteen people, with the owners, tags, and views we set up for new customers.
Workflow starter pack
Twelve ready workflows for refunds, bookings, and escalations. Import one, change a field or two, and it is ready.
Saved replies that sound human
Forty replies for the questions every team gets, written to be edited rather than pasted as they are.
Security and privacy overview
How we encrypt, store, and back up your data, with answers to the questions security reviews usually ask.