HelpSpotted

Did you know HelpSpot can export filter data to Excel?

 Working with data from HelpSpot in Excel you can more easily:

• Create graphic representations of filter/report results for presentations.
• Share HelpSpot data, using a familiar tool, with those outside of the system.
• Aggregate filter/report data with other external data
• Work with a view of data that is easy to manipulate for printing.

Because how you choose to manipulate the data for presentation, once out of HelpSpot, is highly dependent on the reader, let’s take two real-world examples.

Creating a Request Snapshot

In our first example, let’s say a support desk manager must provide the department director with a look at all open requests as part of a weekly meeting.

To start we created a filter where the condition is set to show all open requests. We also included the last updated date column. With the filter saved we access the filter and used the export to Excel icon at the bottom of the request grid, as shown below.

Exporting to Excel Icon in Filter Request Grid

The data exported into Excel will look similar to what is below. From here it can be formatted (adjust columns, bold headings, etc.) for presentation to the director.

Providing Summary Data

In our second example, we’re looking to create a couple of high-level summary graphs for inclusion in a quarterly management report; namely: Requests by Category and Number of Customer Interactions to Resolution.

We started by creating a filter that tracks all requests that were closed within the fourth quarter; representing those worked during this time period. We’ve also added the category and number of public updates columns to the request grid so that data can be exported for each request.

Once we have our data-dump, as obtained in our first example, we created pivot tables to aggregate the desired data for graphing. 

Creating Chart: Grouping by Request Category

To create a chart to reflect the number of customer interactions to resolution, again a pivot table was used. However, since most of the interactions were below 10 a sub-grouping of  ranges was created for a more concise, easy to read graphic.

Creating Chart: Number of Customer Interactions Required for Resolution