Filters are an extremely powerful tool in HelpSpot. Filter’s allow you to build dynamic, custom lists of request based on criteria. You can also customize the data that is displayed in a filter. Filters have almost limitless flexibility. Follow this guide to learn 5 filter recipes to speed up your workflow and make your team more efficient.
Filters can be used to build dashboard-like functionality. For this recipe we’ll build a filter that will monitor all open requests and organize them by category and currently assigned agent.
You now have a dashboard showing you all the open requests across your instance. The requests are neatly organized by category and then ordered by the agent handling the request.
Often support organizations have multiple levels of support teams. When level one support needs to escalate a request to the next level support team, they may not know exactly who should take the requests. It’s great to be able to create a second “inbox” for your level 2 team to be able take request from.
You now have a filter that can act as a Queue for your level 2 support staff. You may want to have your Level 2 support staff set this filter as their default workspace using the gear icon in the upper right hand corner of the filter display.
Helpspot contains an inbox which is designed to be the location from which helpdesk staff take new requests and begin working. In some cases this built in inbox may not be flexible enough for your use case. For example, you may want to create more than one inbox with different criteria, or you may want to use advanced filter features like grouping and sorting. You can build a pseudo inbox with a few extra configuration steps.
Each user that wants to use this filter as their pseudo inbox will need to do this last step.
It is often helpful to be able to view another staff member’s queue. It can help manager’s with determining workload. It can also be helpful for agents who are looking for a request that another agent is working on.
Often you will want to be able to quickly identify requests that have not received any attention for a certain period of time. This may be due to an SLA that you have in place with your customers. Or, you may just want to not let requests stagnate. A filter can be used to quickly build a list of requests that have not received an update in a predetermined time period.
You will now have a quick filter that will expose all of the stagnant requests in your HelpSpot instance.
Hopefully these recipes give you a few ideas for what can be done with HelpSpot filters. There are plenty of other uses, such as, building reports for CSV export, organizing automated emails that you receive and prioritizing requests. With HelpSpot’s flexible filter architecture, the sky is the limit!