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Introduction to Customizing Email Templates

Email templates are what control the look and formatting of every email that’s sent out of HelpSpot. We have a number of different email templates, and each one has a specific use inside of HelpSpot. Some of the most commonly used templates are “Staff Notifications” and “Public Notes to Customers.”
Apr 17, 2018

New Training - Building a Knowledge Base and Responses

Our advanced training sessions are designed to help HelpSpot users get the most out of HelpSpot. They also provide time for you to ask specific questions around the topic being discussed.
Apr 4, 2018

Building a Followup Automation in HelpSpot

You may want to delay certain actions or requests in HelpSpot till a specific date when action is needed. In this tutorial we're going to build a custom field and automation that allows HelpSpot to automatically reopen requests on a given date.
Dec 19, 2017

New Feature: Adding a Subject Line and CC Email Addresses to the Portal

HelpSpot 4.7.2 added the ability to enable both subject lines and cc email addresses in the customer portal. In this post, we will walk through how to enable these features and how to use them in your custom templates.
Nov 27, 2017

Automating Common Problem Solutions

In todays article we will put together a trigger to automatically send customers a resolution based on their form inputs. For todays example we’ll use a common problem, a forgotten password.
Sep 18, 2017

Integrating HelpSpot with Microsoft Power BI Reporting Tools

HelpSpot includes a powerful set of API endpoints that can be used for a variety of purposes. API endpoints can be leverages to extract data for external reporting. This article will walk through how to Connect HelpSpot with Microsoft Power BI Desktop.
May 9, 2017

3 Ways to Merge Requests In HelpSpot

HelpSpot includes the helpful request merge function which allows staff members to combine multiple requests into one request id. This can be helpful if a customer contacts you more than once about the same issue, or if a custom reopens an issue with a new request ID. There are several ways to merge requests in HelpSpot. We’ll cover each in the this article.
Apr 4, 2017

Use Reporting Tags to Make Your Request Data Richer

Reporting tags in requests allow you to add additional data about the nature of a request beyond a simple category selection.
Mar 22, 2017

Request History Views

The request history recorded for each request in HelpSpot provides a comprehensive record of all actions taken on a request. Sometimes this comprehensive view is perfect. At other times you may want to filter this history down. HelpSpot provides several different views of the request history.
Mar 1, 2017

Getting Started With Business Hours In HelpSpot

When you begin using HelpSpot there are a number of Admin settings that are great to setup for your specific organization. One of these settings is Business hours. Business hours allow you to configure your helpdesk's hours of operation. Business hours are important to configure because HelpSpot uses these settings for calculations such as First Response Speed and Resolution Speed. In addition these settings can be used to control when triggers and automations are in effect.
Feb 20, 2017

New HelpSpot Training Videos

Helping customers get the most out of HelpSpot is one of our favorite things to do. We're excited to announce new self-service video training for both agents and administrators. These video resources provide bite-size chunks of information on specific HelpSpot topics. You can view each video individually or watch an entire series as a playlist.
Feb 13, 2017

Spam Filter Whitelists and Blacklists

The SPAM filter in HelpSpot includes a Bayesian filter that is trained by marking requests as spam. With training, this is a very powerful way of filtering email. However, there are times when you may want to make sure that a particular sender or email header is always marked as spam or always marked as not spam. In HelpSpot we call this the Whitelist (not spam) and Blacklist (always spam).
Jan 23, 2017

Custom Request Status Setup

HelpSpot's status field allows users to select the current state of a request. During initial setup we populate the HelpSpot database with several default status types. You don't need to stick with these defaults. The status types in HelpSpot are customizable to meet the needs of your business processes.
Jan 3, 2017

4 Ways To Say "Thank You" To Your Customers

In the U.S. Thanksgiving is just around the corner. It's a great time to say "thank you" to your customers and let them know just how much you appreciate them. Here are 4 ideas on ways you can do just that!
Nov 23, 2016

Knowledge Base Organization Techniques

Knowledge bases can be extremely helpful in both reducing the number of times that customers need to contact your support staff and as valuable reference resource to your support staff. Today I'll break down a few different techniques for organizing your knowledge base and point out the advantages of each. </p>
Nov 14, 2016

5 Things You Didn't Know the HelpSpot Text Editor Could Do

HelpSpot recently received a refreshed WYSIWYG (What you see is what you get) editor. There are several new and enhanced features in this editor that might not be immediately apparent. We'll highlight 5 of these goodies on the blog today.
Oct 17, 2016

HelpSpot 4.5: Filter Color Tags

The HelpSpot grid is a powerful view that can display a lot of information about requests in your help desk on one screen. At times it can be helpful to create some visual separation between various requests in a particular grid view. Filter color tags, a new feature in HelpSpot 4.5, provide an easy way to visually sort requests.
Oct 10, 2016

HelpSpot 4.5: Introduction to the Comparison Matrix

HelpSpot 4.5 has introduced a new report format that provides even more ways to visualize your help desk data. The comparison matrix report is a super flexible, super powerful report.
Sep 19, 2016

Limiting Team Permissions in HelpSpot

Often departments need to keep their requests separate both for privacy reasons and to keep operations and request organization clear. In this article we'll walk through the steps to set up two separate departments in the same HelpSpot instance
Aug 25, 2016
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