HelpSpot Version 3
An all new interface and revolutionary new ways to manage your help desk
All New Design
New look, same feel
The design guru's at MetaLab helped us bring a fresh, cutting edge UI while keeping HelpSpot recognizable to existing users.
Optimized Screens
Reduce Excess Clicks
We used the redesign process as an opportunity to review every screen and every click; consolidating where most logical to enhance ease-of-use.
Reports Re-Invented
Re-invented for true management
Based on 6 years of feedback, we implemented what we believe is the most comprehensive report set in the industry. A key change is bringing the full power of filters to reports. This includes the ability to organize, or group, results sets by such criteria as category or assigned user. Once criteria is set, custom reports can be saved for future uses.
Todayboard
Today at a quick glance
The brand new Todayboard is a dashboard that shows a concise overview of what's going on today on your help desk. Using clear and clean graphics, see:
- Today vs the same day last week
- Number of interactions (notes)
- First response speed
- Number of replies to close
- Staff workload
- Top categories
Detailed views of all these reports are also available in the left navigation.
Stream View
A new way to think about updates
Stream view shows individual request updates in time sequential order across all requests within a filter, giving you instant visibility into request activity. Use as a quick-access monitoring tool by setting the stream view as the default for any filter.
Triggers
Real-time conditional actions
Sometimes you need to take action immediately after a request is created or updated. Triggers make it easy to define conditions under which a request can instantly be escalated, closed, or notification sent.
Clean Printing
Print any page, cleanly
Even in this digital age sometimes you just need to print a document. Whatever the reason, in HelpSpot Version 3 all screens print clearly and cleanly.
Admin Themes
Control your admin look & feel
Admin themes provide complete control over customizing your administrative interface. Tweak the built-in themes or build your own from scratch. Override any CSS class and even modify the interface via javascript with built-in, theme specific, javascript file includes.
Portal Themes
New portal themes
HelpSpot's portal has always been fully customizable, but if you don't have time to customize we now provide two great built-in themes (in addition to our classic). These themes were designed by our friends at Fixel, who've done an amazing job providing portals that are clean and customer-friendly.
Robots.... Lots of Robots
New avatars!
HelpSpot's unique cast of avatar characters has always been a fun, quirky feature. We're proud to say that version 3 includes a bunch more unique icons to help your staff show their individual style.
More Highlights
Filters
Filters are at the heart of what has always made HelpSpot unique. New features like the ability to push filters to above the inbox, granular permissions, and improved performance make filters better than ever.
Category Groups
Group categories into a logical subgrouping for faster, easier access.
Permission Groups
Create your own permission groups to ensure members of your team have access to what they need. Want to allow help desk staff to view reports? No problem. Need to create a special group that can't view private books, go for it. Groups are also a means for defining access to filters and responses.
Secondary Portal Enhancements
We've added secondary portal options in these key areas:
- Insert KB links
- View in portal
- Template editing interface
- Portal reports
Custom Pages
Add your own content within the HelpSpot Workspace UI frame. Custom pages can also be used as links to other resources.
Responses
Better manage your support workflow by only showing staff the responses they need to see with enhanced permission options.
All New Mobile UI
The mobile interface has been completely rebuilt to support nearly every modern smartphone. iOS, Android, Windows Phone 7, Blackberry and more.
Performance Enhancements
The new all CSS layout, compressed javascript, and optimized queries allows pages to be rendered faster than ever.
Reply Above
Emails to customers now include an optional "reply above this line" system which greatly reduces the amount of text HelpSpot stores; cutting database sizes 50% or more.