New Portal Designs
For V3 we’re not just redesigning the administrative area, we’re also providing 2 new designs for the customer portal as well. A basic minimal blue which is a take on our existing “classic” theme and then a more stylized gray theme with more background images, gradients, etc. The blue will be a great place to … Read more
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!
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
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
