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
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
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
Using the WYSIWYG to Effectively Communicate with Customers
Visually pleasing presentations can be a key component to effectively communicating with your customers. HelpSpot’s built-in What You See Is What You Get (WYSIWYG) editors allow you to add style, presentation and organization to your emails. Let’s dissect a well formatted message, created by the WYSIWYG, by first looking at it’s unformatted counterpart. This is … Read more
