Using HelpSpot While Moving to Remote Work

As more organizations look to enable remote work for their teams, software tools often need to evolve to meet their needs. At Userscape, we have been a remote team from the beginning and HelpSpot has been developed with remote teams in mind. In this article, we'll cover some of the software features and workflows that we find helpful while navigating the management of a distributed team.

Automatically Subscribing and Unsubscribing Users

HelpSpot now supports the ability to subscribe and unsubscribe users through triggers, automations and mail rules. This new functionality allows for greater flexibility when setting up notification workflows in HelpSpot.

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.”

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.

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.

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.

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.

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.

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.

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.

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.

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).

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.

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!

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.

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.

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.

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

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.