New Filter Features
For V3 we’ve added a few new filter features that we think will be very useful, especially for help desk managers. Let’s jump in: It’s common in HelpSpot to use global filters to create new custom Inboxes. Many times in those scenarios the custom Inboxes become the primary mechanism for accessing new requests. In the … Read more
Request Page Note UI
Welcome to our most revealing peek yet!! For version 3 we’ve rethought the note area, laying it out more logically and adding features which allow for faster replying. Along the top bar you’ll now see we have the knowledge elements of responses and KB’s. Most importantly you’ll see the entirely new real time response search. … Read more
Public, Private, External
Just a quick little peek this time. An end to uncertainty and confusion about what type of note you’re currently writing.
The Top Left Corner
A look at HelpSpot’s new top left corner of the admin screen. There’s more there than meets the eye!
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
