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HelpSpot Fact Sheet

Practical Application

1. Admin -> Settings -> Portal -> Allow file attachments: yes/no
2. Admin -> Settings -> Portal -> Do Not Allow Attachments with These Extensions:

Setting, “Allow File Attachments” to yes, will provide an upload text box to your Portal’s Request Form page allowing customers to send attachments with their request.  However it’s important for the security of your server,  that you define attachment extensions that are not allowed.  For example: executable (exe) files or Visual Basic (vb) scripts.   You can put as many different file extensions in the “Do Not Allow Attachments with These Extensions” box, but make certain that you separate them with a comma.

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 manually creating new requests.   So, this setting was developed to control how many days a reply will automatically cause the request to be reopened.

In most installations this will be set for 30 days.  However, if normally your requests are wrapped up in 2-3 days moving this setting to 10 days may be more appropriate and decrease the number of re-opened requests. Some of our customers always want closed request to be reopened, which can be achieved by setting  Days to zero (0).

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.

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

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!

1. 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 not be visible within the options menu.
2. Click on the Subscribe Link, located to the left in the Options Menu.
   

   Options Menu

To view or unsubscribe your request:

1. Click on the subscription link located within the Workspace Navigation.
   

   Workspace Menu

2. A list of subscribed request will be displayed.
3. To unsubscribe from a request, click on the red X icon located to the right of the request ID.

Knowledge Book aren’t destined to be filled with only text and images? Embedding Flash movies and YouTube videos not only enhance your Knowledge Book Pages, but your customers’ self-service experience too.  Rich media content assist customers beyond step-by-steps instructions by providing visual representations and immediate solutions.

Case Study:

The IT Department receives multiple request of “How do I log into my Email Account ?” despite having step-by-step instructions posted within their Knowledge Book Pages.   Typically, customers ask, “where do I put in my username” or “where exactly is the login button” ?   10% of the IT department’s time is spent going back and forth with customers explaining the specifics of this process.

Wouldn’t it be easier to show rather than describe?

Our IT department agreed and created a video showing their customers how to log into their email accounts, then posted the it on YouTube.com (http://www.youtube.com/watch?v=CupznIyfPVA).

Then they embedded the video directly into their Knowledge Book page by:

1. Clicking on the Media Icon
2. Selecting Flash from the Type list.
3. Entering the URL of their YouTube video.
4. Clicking on the Insert button.

Now their Knowledge Book page has both step-by-step instructions and a video presentation.   Request concerning email login has almost ceased.  Customer’s are finding the answers they need without submitting request, freeing technicians to focus on other request.

This newly added setting can be found under the Admin>Settings>System of your installation.

Attachment Setting