Batch Responses from the Workspace
HelpSpot’s Batch Response/Edit Request feature saves time and increases productivity by using a single response to reply to multiple requests and/or making Request Detail changes on multiple request at once. Batch Responses can be preformed from any filter including the Inbox and My Queue. Let’s look at My Queue as an example: In My Queue, there are … Read more
Out of Office Setting (Individual Staff)
With summer comes vacations, which makes it a great time to discuss HelpSpot’s Out of Office feature. Let’s start by going into the Staffer’s Preferences, by clicking on the Preference link located in the upper right corner of HelpSpot. In the communications area, staff can define what happens to their requests which are assigned to … 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
Email Templates
HelpSpot was designed to with the intention to give users full control over how you communicate with your customers, by giving you the ability to fully customize email templates to include the information specific to your organization. HelpSpot includes 10 default templates found in the Admin -> Tools -> Modify Email Templates Section. They are … 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
History Search
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, … Read more
Time Tracking
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 … 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
Using Filters to Create A Group Inbox
Sometimes companies have a need for multiple Inboxes to efficiently manage their requests. This is especially useful for a company with multiple departments using one installation of HelpSpot. Let’s take a closer look at this scenario. International Consulting Group’s Sales and IT department use the same installation of HelpSpot to manage their daily requests. Each … Read more
