What's New

Tab Widget

Easily add a question/feedback form on any webpage with the tab widget. The tab is fully customizable to match any design and can even be changed per page to match page specific needs. Issues submitted via the form widget feed directly into you HelpSpot installation for management just like email or the portal form (documentation).

Speed to First Response

The new Speed to First Response report makes it easy to track one of the most key metrics of any help desk. This report makes use of HelpSpot's new business hours logic so you can optionally determine speed quantified in business hours rather than absolute hours.

Address Book

Keep all the people you need to CC/BCC on requests in the address book. The address book optionally integrates with Live Lookup allowing for global address book functionality.

Advanced Search

Search virtually any request criteria directly from the search tab. Even create a filter based off the search conditions.

Improved Hover Menu

The new request hover menu is less obtrusive and provides new functionality such as instant marking as spam, trash or unread.

Improved Currently Viewing

The Currently Viewing request page notification system now provides real time updates of who's viewing and editing the request you are in.

Assignment Chain

All changes to a requests assignment are now stored in a filterable manner. So it's easy to see who's been assigned a request or who re-assigned it.

More to Know

• Global BCC - Configure outbound public notes or all outbound email to be BCC'd to a backup or audit mailbox.
• All Public Note Placeholder - A new email placeholder which will insert the full public note history of a request.
• Re-Attach Files - Files in a request history can now be re-attached without downloading and uploading them.
• Forward - Each history note can now be forwarded (note quoted, attachments re-attached, subject line set).
• Much More! - Dozens of new features, speed improvements and bug fixes (release notes).