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Improve Your Customer Support By Breaking Your Own Rules

There are places where making an exception to your rules and processes can delight customers and improve your company, without bringing on disaster.
Mar 1, 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

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

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

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

New in HelpSpot 4.5: Request Pinning

We have a ton of new features in HelpSpot Version 4.5. Today we will be highlighting a feature that will make your request history even more useful.
Jun 27, 2016

Auto Closing Requests in HelpSpot

Having resolved requests remain open in your helpdesk clutters your workspace and skews your reporting. Often times you may be waiting on a reply from a customer that never ends up responding. Today, I'll show you an easy way to automatically close these requests and get to the requests that need your attention.
Jun 13, 2016

5 Little Apps For Better Customer Service

If you've been working in customer service for a while you have probably found a few go-to apps that make your day easier. Today, I'll highlight a few apps that I've found especially helpful!
May 23, 2016

3 Ways to Personalize Your Customer's HelpSpot Experience

Adding a personal touch to your support experiences is extremely important. Personalization can make your customers feel extra cared for and supported.
May 2, 2016
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