Monthly Archives: January 2009

History Search Reply

by • Feature Focus • Tags: , , , ,

When I’m working on request, it’s often useful to go back and view previous request from the same customer or company.   The History Search feature, allows me to do just that without leaving the Request Note’s page.  Using this feature, I can preform a general search or specify the search by: email address, email domain, customer Id, or by the full first/last name.

An In Depth Look

When a Request Note is open, the History Search tab is displayed above the Customer Information Area.   I’ll click on this tab to begin my search. history_search1
  1. The Search Results are displayed in the Search Grid.   To view the results, click on the Request ID link.  The request will open with the viewing pane.  When  finished,  click “Return To Search”, or proceed with managing the request.
  2. By default, the search type is set to General Search, however by clicking on the drop down arrow, I can restrict my search.
  3. The Customer section, displays the information on the customer I am searching for.
 history_search2
history_search3

Customizing the History Search

Remember I said, by default the Search Type is set to a General Search, however I find that in our company it’s more efficient to search by Customer ID more times than not.  I can change the History Search settings to make Customer ID my default search.

To Change the Default Search Type:

  1. Go to Admin -> Settings -> System.
  2. Find the control labeled “Default History Search Type in Request Form“.
  3. Click on the drop-down arrow and select the preferred search method.
  4. Click on the Save Settings button located at the bottom of the page.

Now that I have saved these changes, the Search will default to the preferred method, saving me an additional step in my research process.

 history_search4

Time Tracking 2

by • Feature Focus • Tags: , , , ,

The Time Tracker feature allows individuals the ability to log time spent on request.  This can be used for the purpose of billing or for organizations who are concerned with their “time to resolution” speed.    The Time Tracker feature must be enabled in  Admin ->Settings ->Time Tracker,  in order for it to appear across the Request page.

Using the Time Tracker

To begin using the Time Tracker, click on the header.  The log timing fields will be displayed.

Time Tracker Enabled

Time Tracker Enabled

time_tracker2

Time Tracker

Time can be entered either manually or by using the stop-clock feature.

Staffers that use this feature often have the option to make the Time Tracker display open by default.

To have Time Tracker open by default:

  • Click on Preferences from the top right corner of HelpSpot
  • In the Preferences section,  place a check mark in the box next to “Default the time tracker to open on the request page“.
  • Click on the Save button.
User Preferences

User Preferences

To enter time manually:

  • Use either decimal or standard time format in the hours/minutes box.
    Example: 1.5 or 1:30
  • Add a description for the logged entry.
  • Optionally, you can change the date and staffer by clicking on the drop down arrows.
  • Click the Log Time button.

To enter time using the stop-clock:

  • Click the arrow to when work begins on the request.
  • Click the arrow again when work pauses or stops on the request.
  • Add a description for the logged entry.
  • Optionally, you can change the date and staffer by clicking on the drop down arrows.
  • Click the Log Time button.

The time and descriptions will be logged for the entry and will be available for use on time tracking reports.     Finally, to delete or cancel a logged entry, click on the red cancel icon.

time-tracker-3

Using Reminders Reply

by • Did You Know?, Feature Focus • Tags: , , , , ,

Reminders Setup dialog box

When I’m  busy, it’s easy for me to forget follow-ups or task I need do.  Post-it Notes clutter the desk and are easily ignored.  Thankfully, HelpSpot has a built-in Reminders feature that keeps me on task!

When your working on a request that requires actions at a later date,  follow these simple tasks!

To create reminders:

  1. Click on the “Set Reminder“  located in the right-side Options menu.
  2. From the   “Set Reminders” dialog box, you can;
    • Write information pertaining to the reminder.
    • Select the date and time.
    • Select additional staffers that should be notified of this reminder.
  3. When completed, click on the Create Reminder” button.

When  when the date for the reminder is reached you (and any selected to be notified) will be sent a reminder email.
Note: Reminders will continue to be active even when the request it’s associated with is closed.

To view reminders:

  • Click on the Reminders,  located in the WorkSpace navigation tree.

reminder_list

To Delete reminders:

  • Click on the Reminders, located in the WorkSpace navigation tree.
  • Click on the Request Id Link.
  • Re-open the ticket (if applicable).
  • The reminder note will be displayed above the Options Menu, click on delete to remove.
Delete Reminders

Delete Reminders