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.
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.
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.
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).
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.
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!
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.
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.
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
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.