LibraryH3lp
Customer service software combining website chat, tickets, knowledge bases, email, and add
LibraryH3lp is a customer service platform for libraries, educators, and non-profits that combines real-time web chat, ticketing, FAQ knowledge bases, and email follow-up, with optional texting. It is built on standard protocols such as Jabber and offers an open API with SDK for custom development, so it can interoperate with existing web products rather than replacing them.
Core capabilities include chat routing and transfers, canned responses, screensharing, snapshot annotation, screencasting, file sharing, and email transcripts. Chat supports privacy controls such as optional transcript storage, flexible IP address handling, and optional end-to-end encryption. Tickets can be created from web forms, email, or the interface, with statuses, tagging, queues, and staff notes. The FAQ module supports public or internal knowledge bases with search, voting, and embedding. Integrations cover CMS and LMS platforms including WordPress, Drupal, LibGuides, Blackboard, Moodle, and Sakai, as well as Facebook, EBSCO, Summon, and ProQuest. Analytics export metadata and graph data in CSV format.
Subscriptions are annual and include unlimited user accounts with browser-based access; Core covers chat, sharing, email, and FAQ, while Tickets is available as an add-on or as a standalone plan. Optional add-ons include SAML single sign-on, texting (usage-based, available in the US and Canada), and professional backup staffing through Chatstaff, which is invoiced separately based on contact hours. A 90-day free trial is offered.
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