Smart views

Customise Herodesk to your needs.

Organise work to fit your team

With our Smart views, you can create rule-based grouping of conversations that organises them to highlight what’s important to you.

Dynamic rule-based grouping

For each Smart view, you create one or more rules, that define which conversations will be shown in that view.

Group by tag, subject, contact details or one of the more than 100 variables available to fit your needs.

Separate live chat from e-mails

One of the most common use cases is to create a Smart view for all conversations from live chats.

This way, you know that you must prioritise the conversations in that view, because that’s customers who are active on your website and live chat right now.

Order recognition & linking

Use Rules to automatically tag a conversation when it meets certain criteria, and have a Smart view that contains all those conversations.

This gives you a dynamic view of the conversations you should prioritise.

Inbox rules still apply

Smart views group conversations across inboxes, but each conversation still follows the rules and settings for the inbox it belongs to.

This means that we will still use the right sender address, apply the right signature, auto translate as configured, etc., based on the inbox the conversation belongs to.

Some examples...

Some of the most common use cases of Smart views are:

– Returns (when a customer wants to make a return)
– SLA (when a customer has been waiting for more than X time)
– By theme (if you have a certain type of questions you wish to group)

Questions?

Do you have questions about Smart views?

Smart views is one of the most powerful ways to customise Herodesk to your needs. Here are some of the most frequently asked questions about them.

Herodesk is a modern helpdesk solution designed to help small- and mid sized businesses handle customer support efficiently and professionally.

You can start with a 14-day free trial. Create an account here: https://app.herodesk.io/signup and follow our onboarding guide to get started.

Herodesk supports Danish, English, Swedish and Norwegian. More languages are being added continuously. Our AI translation can, however, translate all incoming and outgoing messages to and from any language.

No, we do not. Herodesk is designed for small and medium-sized businesses, and our product and billing model is designed thereafter. That being said, everyone is more than welcome to use Herodesk. We do not, however, offer enterprise solutions, customized plans or service level agreements. Our general Terms of Service, which applies to all our customers, can be found here: Terms

Yes! Send us your latest invoice from the other provider. We will give you Herodesk Plus free of charge for the period you’ve already pre-paid with the other provider. Afterwards, you will pay for Herodesk as per our regular pricing and terms.

Herodesk is built for small and mid-sized companies, especially webshops and online businesses, who want an easy-to-use customer service tool without enterprise-level complexity or cost.

Unlike larger and most other tools, Herodesk is super simple, lightweight, fast to set up, affordable, and built with local support in mind. We focus on making customer service simple while still offering advanced features like automation, integrations, and AI.

No, Herodesk is designed for non-technical users. Everything is set up in our simple control panel.

For custom integrations, developers can use our API & webhooks.

And we’re here to help if needed, as free support is included in all plans.

Herodesk is hosted in the EU (Germany) and is 100% GDPR-compliant.

An AI Agent is an autonomous agent in Herodesk, trained on your business data that can write suggested replies to your customers emails, or be deployed in your live chat to function as an AI Chat bot on your website/webshop. They are configured to match your businesses brand and tone-of-voice.

AI Agents are billed per resolution. One resolution is either an applied suggested reply or a completed chatbot conversation. If the customer asks to be transferred to a human or if the chatbot cannot answer the customer’s question, it is not a resolution, thus not billed. We believe this is fair, as you only pay for the cases where the AI Agent is valuable and solves the customers’ questions.

First, create a live chat channel and add it to your website. Then, create an AI Agent in Herodesk and deploy it to your live chat. Then the AI agent will work as an AI Chat bot on your website.

You can always upgrade between our plans from your control panel. Upgrades take effect immediately, while downgrades are done at next renewal.

Yes. There are some limitations to our Herodesk Free plan (see above), but as long as you can work within those, it is indeed free of charge. If or when you need to upgrade to Herodesk Plus, your existing account will be upgraded, and all conversations, contacts, settings etc., will stay the same.

You can cancel your account at any time via the control panel. There are no cancellation fees. Suppose you cancel your account in the middle of a billing cycle. In that case, it will continue to function until the end of the billing cycle. At that time, we will have disabled the automatic renewal. The account will be disabled and later deleted if you do nothing more.

We only accept online payments with credit cards. We accept all VISA and Master Card credit cards.

Everyone automatically receives a 20% discount when committing to an annual payment plan instead of making month-over-month payments. For non-profits, educators, or students, please create your account and contact us, and we will provide you with an additional 25% discount.

As a general rule, we do not offer refunds; however, we strive to be fair, so there are exceptions listed in Section 4 of our Terms. E.g., if you forget to cancel your account just before renewal. You can find them here: Terms

Yes, you can change your billing frequency in your control panel. Any changes will be applied from the next renewal of your subscription.

No, unfortunately not. All users in your Herodesk will be on the same plan. Many of the functions, such as AI rules, work on all conversations, regardless of which user handles them. That’s why they must all be on the same plan.

Herodesk integrates with many different support channels, webshop platforms, ERP/CRM systems, etc. You can see the full list of integrations here.

No. Features are locked to the plans that are in. If you need something from a bigger plan, you must upgrade to that plan.

Yes, Herodesk includes a customizable live chat widget you can install on your website.

You can combine this with our AI Agents and deploy them in your live chat to have an AI Chat bot on your website, too.

Yes, we have an extensive library of video tutorials and documentation for all features. You can find the full documentation here: https://help.herodesk.io/en

All our customers have free and unlimited access to our support team. Write an e-mail to support@herodesk.io and our team will get back to you in a jiffy. Herodesk Plus customers are offered 1:1 video support when needed.

Send an email to support@herodesk.io and we’ll get back to you ASAP. We do not offer phone support, but we respond to emails promptly.

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