Hot off the press: HelpSpot Fact Sheet
Based on feedback from those in the help desk software evaluation process, we’ve created a 1 page fact sheet for HelpSpot. It’s a quick look at what we do, a sampling of who we serve and what they’re saying about us, and–of course–how to find out more about HelpSpot. We think it’s the perfect overview … Read more
Overridding Default Email Templates
In my last post I discussed HelpSpot’s default Email Templates, when they are used and how to modify them. With the release of version 2.6.0, it is now possible to override these default templates providing further customization and flexibility to your organization. This is particularly useful for companies that have multiple domains or mailboxes that … Read more
Reopening A Request
This weeks setting exploration is on Reopening a Request located in Admin ->Settings->Email Integration. We found that many customers like to save request notification emails for months on end, which can be problematic if they respond to an old request with a new issue. Help Desk staffers end up wasting time researching historical information and … Read more
Using Reminders
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 … Read more
Subscribing to A Request
Did you know? You can subscribe to a request in order to stay informed of any updates that occur between the assigned Staff Member and the customer. Subscribing is simple! Go to the request that you want to subscribe too. Note: The request must be assigned to someone other than yourself, otherwise this link will … Read more
