Tour: Work

Sending the Right Message

HTML formatting capability, prepared responses, links to knowledge books pages, attachment uploads: all at the fingertips of your staff to ensure a complete, well formatted, response is sent to customers. HelpSpot facilitates the actions and research necessary to bring issues to resolution by giving staff the ability to create a private note (to another team member) or an external note (to resources outside the system such as vendors or third party support). Both of these note types, just like public notes to customers, are fully threaded into the history so all work done to bring the request to resolution is capture.

Concise Timeline

For each request there is an easy to follow history of every interaction related to the request. Displayed in chronological order, staff will have no trouble following those interactions with the customer as well as those between staff and external resources. All changes to categorization, assignment, custom fields, and status are also threaded within the history.

Building the Big Picture

Numerous, customizable, request-specific data points provide the basis for the bigger picture. Within each request, there's easy to use drop-downs for assignment, status, classification and optional, highly configurable, custom fields all provide the information you need to gain perspective of the larger support operation. To create a streamlined interface for staff, custom fields are tied to the application of specific categories.

As mentioned in the Manage and Measure sections, everything from automation rules to filtered views and reports all use this data in aggregate to apply the business logic you define.

Smart Customer Management

Don't duplicate customer data. It doesn't make sense to manage the same data in both a help desk and CRM. With HelpSpot you have a real-time connection to your CRM, HR system, or other external databases using our custom Live Lookup API. With this real-time connection you can view any data in the remote system directly from within a HelpSpot request. Even insert that information into HelpSpots customer fields and custom fields.

Want to learn more about customer Live Lookup? See our documentation

Part of delivering outstanding customer service is to provide consistency across interactions and staff. Within HelpSpot, any member of the team can access all open requests and with just a click see a complete history of all requests for the customer. Allowing everyone to instantly become current on the every experience a customer has with your support desk.

Time Tracking

Using the optional time tracking feature, Staff can easily log time working the request along with a brief description of what was done.

More to Know

• CC/BCC - Staff can easily CC/BCC anyone on a request. CC/BCC's are saved until staff choose to remove them.
• Reminders - Email reminders for call backs or other to-do's.
• Note drafts - Notes are saved every few seconds, never again lose what you've in-progress responses.
• Merging - When a customer sends in multiple emails on the same issue, merge them for more accurate reports.
• Request Push API - Push requests to another external system, such as a bug tracker, for further follow-up.
• Clear assignment - Each request has only one owner so there's no confusion on who's responsible for it.
• History Coloration - Public notes to customers are shown in green so they're easy to pick out in the history.
• Quotes - Any request history item can be quoted to reply to a customer in a more granular manner.
• Spellchecking - Ensure every message staff send is error free with integrated or browser based spellchecking.