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

Written by Ian Landsman, published on 11.27.2017

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.

Enabling The Feature

HelpSpot has portal settings that need to be turned on in the Admin area for either of these options to work. These settings can be turned on independently from each other, so you can enable just the subject line or just the cc email address if you want. Both settings are disabled by default.

You can find both of these settings in Admin > Settings > Portal

If you are using the stock HelpSpot portal templates, this is the only change needed to start using these fields.

Add Fields to Your Customized Template

If you have customized the request.tpl.php portal template, we will need to add these fields in manually to the template. You can edit templates either on the server file system or through the admin interface in Admin > Customize > Portal Templates.

The code needed to add a CC field is as follows:

The code to add a subject line is as follows:

Both of these fields can be added where you wish in the form code. You can refer to the default request.tpl.php template located helpspot/templates/request.tpl.php for the default locations.

If you have any questions about this new feature feel free to get in touch with us at

Get started with HelpSpot
Manage your support email, organize your help desk,
and improve your customers experience.