Help desk & ops · Feature Atlas

HDHelpDesk

Tickets, live chat, and a branded customer portal. Every question gets an owner.

HDHelpDesk is a helpdesk that turns every customer question into a ticket with an owner, a priority, and a full history. Your team answers from one inbox with live chat, private notes, premade answers, and AI drafts that a person always approves. Customers get a branded portal with passwordless sign-in, live status, and self-help articles.

Features: 88
Areas: 15
Levels deep: 2
Coordinate: HD

Visit HDHelpDesk Start free See the HDHelpDesk page

Start here

Multiple helpdesks, one account

FeatureEach helpdesk has its own tickets, team, settings, and customer portal.
AdvantageBrands never mix. One login runs them all.
BenefitYou support every business from one place and never send a customer the wrong brand's answer.
Promised LandYou can launch a new brand this afternoon and have its support desk ready before the first customer writes in.

In the product

See HDHelpDesk at work.

Helpdesk Report for the last 30 days with KPI cards (283 submitted, 254 resolved, 74% close rate, 1d first response, 3d resolution time), a daily ticket volume bar chart and a status mix donut chart — **Helpdesk Report**Thirty days of volume, close rate and response time on one page.Explore Helpdesk Report

HDHelpDesk Edit Article screen for 'How to reset your password' in the Account & Sign-in category, switched to Published, with the markdown editor and formatting toolbar (bold, italic, heading, link, list, quote, code) on the left and a live preview of the finished help article with numbered steps, a tip callout and a link to open a support thread on the right — **Knowledge Base article editor**Write a help article once, publish it, and let customers answer their own questions.Explore Article editor

HDHelpDesk Live Chat panel slid open over the Chat History page, showing an active chat with a customer who started from the checkout page: the agent honors an expired discount code, the customer confirms 20% off applied and asks about shipping to Canada, and the agent types /ship to pull up premade answers like 'Shipping to Canada' — **Live chat panel**Answer while the customer is still there, with premade answers one slash away.Explore Agent live chat panel

Portal designerPick your colors and see the customer portal update live.Explore Portal designer

Analytics Dashboard with total tickets 1989, average response time, 91% resolution rate, a 7-day ticket volume bar chart and a priority distribution donut — **Analytics dashboard**Spot volume spikes and priority mix before they become backlogs.Explore Analytics

ChatBaser settings showing ChatBaser connected, an 'Available in ChatBaser' column with Help Centers and chatbots, and a 'Connected to this helpdesk' column with two Help Centers — **ChatBaser knowledge picker**Connect your ChatBaser Help Centers so AI answers from your own knowledge.Explore ChatBaser and Emily

Start a New Support Thread modal on the customer portal with name, email, application, priority, description and attach file fields — **Start a support thread form**Customers pick the app and priority so tickets land with the right team.Explore Start a Support Thread

My Helpdesks page with three helpdesk cards (ChatBaser Integration QA, Scale Support, TestTeam), each showing its subdomain, Team Access and Active status — **My Helpdesks**Run several branded helpdesks from one account.Explore Multiple helpdesks, one account

Areas

Every part of HDHelpDesk.

HD-019 features

My Helpdesks and Sign-In

Where owners sign in, create helpdesks, and jump between brands. Team members and customers each get their own door.

HD-023 features

Inbox (Dashboard)

The home screen. Live counts, a 'waiting on us' alert, and a filterable ticket list.

HD-039 features

Ticket Views, Search and Filters

Saved sidebar views with live counts, instant search, a full filter panel, manual ticket creation, and merging.

HD-0415 features

Working a Ticket

A slide-in panel with everything about one ticket: header controls, conversation, private notes, previous tickets, and a full history.

+ 2 more in the list on the left

HD-057 features

AI Helpers

AI drafts, polish, Emily answers from ChatBaser, similar-ticket finder, and a Help Desk Agent whose writes need human approval. Your team still owns every answer.

HD-063 features

Reports

A full helpdesk report, analytics trends, and per-agent performance, for accounts with reporting access.

HD-073 features

Knowledge Base

Write help articles in categories and publish them to your customer portal.

HD-081 feature

Premade Answers

Saved replies with shortcuts, inserted with / in replies, notes, and live chat.

Premade answers with slash shortcuts

HD-093 features

Live Chat and Chat History

Real-time chat on your portal while agents are online, plus searchable history.

HD-103 features

Team

See members, invite with a link, and set Admin, Agent, or Viewer roles.

Team members and roles+2

HD-1112 features

Helpdesk Settings

Admin tabs for branding, portal design, email, notifications, AI, ChatBaser, domains, premade answers, and tags.

+ 1 more in the list on the left

HD-126 features

Customer Portal

The branded site your customers use to open requests, sign in with a magic link, follow their threads, read articles, and chat.

HD-132 features

Connected Scale.gg Apps

HDHelpDesk works with MailBaser automations, ChatBaser, the Domains Manager, and the Scale.gg app launcher.

HD-144 features

Account and Help

Dark mode, User Guide, Change Log, Settings, and Log out.

HD-158 features

Scale Workspace Tools (internal)

Tools that appear only in Scale.gg's own support helpdesk. Listed for completeness. Not sold as customer features.