DeskPress is a WordPress plugin that connects your site to Help Scout, turning it into a full-featured customer support hub. This page explains what the plugin does and how the pieces fit together.
The Big Picture
DeskPress bridges two systems: your WordPress website (where your customers are) and Help Scout (where your support team works). Instead of sending customers to a separate help desk URL, DeskPress brings the entire support experience into your WordPress site.
Here's the typical flow:
- A visitor arrives at your support portal page on your WordPress site.
- They find help by searching your documentation, chatting with the AI chatbot, or browsing knowledge base articles.
- If they need more help, they submit a support ticket through the contact form or start a live chat via Beacon.
- The ticket lands in Help Scout, where your agents see it alongside AI-generated draft replies and customer context.
- Your agent responds in Help Scout, and the customer sees the reply on your WordPress portal -- no email ping-pong required.
Feature Map
DeskPress has several groups of features, each handling a different part of the support experience.
Your Support Portal
The portal is a dedicated page on your WordPress site where customers can get help. It includes a search bar, topic categories, conversation history, and quick action buttons. You build it using page templates or the drag-and-drop Portal Template Builder.
- Support Portal -- Overview of the portal
- Portal Template Builder -- Drag-and-drop layout editor
- Portal Design Settings -- Colors, typography, and layout
- Frontend Design Editor -- Live visual editing
Communication
These features handle how customers reach your team and how your team responds.
- Conversations -- Ticket management on the frontend
- Support Form -- Contact form for new tickets
- Help Scout Beacon -- Live chat widget
- Email-Based Login -- Passwordless login for customers
- Conversation Embeds -- Embed ticket views anywhere
AI-Powered Support
DeskPress uses AI to help both your customers and your agents.
- AI Chatbot -- An intelligent chat widget that answers questions using your knowledge base
- AI Draft Answers -- Automatic draft replies for your agents in Help Scout
- AI Sentiment Analysis -- Detects customer mood and urgency
Content and Data
Features that manage your help content and keep data in sync.
- Docs Search -- Real-time documentation search
- Opening Hours -- Business hours display
- Tags -- Organize conversations with tags
- Customer Sync -- Keep WordPress users and Help Scout customers in sync
Integrations
Connect DeskPress with other WordPress plugins and tools.
- WooCommerce -- Show customer order data in Help Scout
- Easy Digital Downloads -- Show EDD purchase history in Help Scout
- WP eCommerce -- Show WP eCommerce data in Help Scout
- Elementor -- Use DeskPress widgets in Elementor
What You Need
To use DeskPress, you need:
- A WordPress site running version 5.0 or higher with PHP 7.1+
- A Help Scout account with API access
- A DeskPress license key for automatic updates and all features
- An OpenAI or Google Gemini API key (only if you want to use the AI features)
Getting Started
Ready to set up? Follow these guides in order: