We’ve started testing HelpSpot version 2.6 so I thought this would be a good time to showcase some of the changes in the upcoming release. There’s been a lot of subtle under the hood changes, and of course bug fixes, but I picked out some of the more prominent updates in the interface and functionality to showcase here.
Workspace Quick Popup Menu
Workspace Quick Popup Menu
The popup menu is part of the request ID link (and “take it” button) and appears after just under a second of hovering over the link. It allows access to the initial request, latest public note, the full history (all notes/logs) and just the request details like customer information and custom field values. This is always available, so even if you don’t have the Initial request column as part of your filter you can still get to the full note and history.
An added benefit is that this functionality is available everywhere request ID’s are shown. For example, when you’re testing a filter or testing an automation rule the menu is available.
Sub Grouping Filter Conditions
Sub Grouping Filter Conditions
An often requested feature is the ability to have sub grouping of filter conditions. This allows you to use and/or logic to pull out the exact requests you want to see. In the screenshot above we’re looking for requests which are open and in the Account or Technical Issue categories.
Set Column Widths
Set Column Widths
By default HelpSpot uses a combination of best guess estimates and the browsers own logic to determine the column widths of each column in a filter. Often though, an installations particular type of data requires a larger/smaller width to be allocated. Now, the defaults can be overridden to a custom value on a per-filter basis.
Live Request Access Status
Live Request Access Check
On installations with many filters or those using separate filters as group inbox’s, it’s common for two staffers to enter a request at the same time. This sometimes leads to one person’s changes overwriting another’s or a customer receiving two updates from two different staffers. This feature prevents such by alerting the second, and subsequent, staffers entering a request that’s currently being worked on by another.
Requests Currently Open
Requests Currently Open
Customers occasionally submit multiple requests, either for the same or different issue. Commonly, different staff members take each of these and aren’t always aware other requests for the customer are being worked on. This new feature removes the uncertainty by, with a quick count at the top, shows how many requests the customer currently has open (if more than 1).
Customer Will be Emailed Notice
Customer Will be Emailed Notice
At times it can be unclear if an update to a request will result in an email to the customer. This new notice clarifies exactly what will happen when the update request button is pushed.
Request History Views
Request History Views
Currently, HelpSpot displays all the request notes and log items in the request history. In 2.6 you now have an option to see all the notes, just the public ones, or just the files in a request. Your request history viewing preference is remembered across all requests.
History Item Menu
History Item Menu
The options which can be performed on a request history note have been expanded in 2.6. Specifically, it’s now possible to create a new request from the history note of another request and to directly link to one individual history note.
These updates looking great, looking forward to it.
I like the new operators for filters, that is a must have. What I really need now is to be bale to group by more than one field in these filters. This is something Track-IT has along with child tickets that can be very useful for us.
Thanks Gus, I think they will make a big difference. I’ve always found true child tickets to be overkill in many (though not all) instances. It’s something we consider often though and we have some ideas on similar though less intensive alternatives. I’ll also add multi-level grouping to our consideration list, thanks!
Looks great, especially “little things” such is number of currently open requests created from the same customer and ability to create a new request from the note. If I understood it correctly, this lets us “split” existing requests when customer asks a new question not related to original request or moves the discussion in a new direction?
Thanks! Yes, that’s right. You can split it out (though the original remains in the request history).
Nice features Ian. I especially like the “Customer will be emailed notice” feature. You wouldn’t believe how many times I’ve accidentally emailed an internal update note to a customer. Luckily I didn’t say anything offensive.
Well glad it didn’t get you in too much trouble! Those days should be over soon.
Have you been reading my mind?
This stuff looks great! Looking forward to it…
Yes we have
Glad it’s going to improve your experience. We can’t wait to get it out!
Hey Helpspot, the new stuff looks great! Can I ask when it will be rolled out?
Hi Marije,
2.6 should be out before the end of January.
Fantastic stuff – is there a “1-click merge” feature coming up as well? This was mentioned in a reply to an issue on the Helpspot forum/knowledge base and would be brilliant.
I have also occasionally merged an issue into the wrong issue and of course once you do that you can’t unmerge it, meaning you have to quickly locate the issue and make it private so the customer doesn’t see the mail from another client!!
1-click “all on one page” merging would be great!!
Keep up the excellent work – this software simply rocks!
Thanks Edward! Yes, if by 1-click you mean on a single page. You’ll be able to merge a group of requests from any filter. There’s also merging from the request history search off the request page.