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HelpSpot Blog

Using Personal Experiences to Drive Your Product Roadmaps
You know what you would want as a business owner. You have a sense of what your customers need or want, because they’ve told you. But would you want, if you were the customer?
Customer Channels Should Match Customer Circumstances
Talkdesk COO Gadi Shamia tells a personal story of a customer service interaction and what it made him realize about contact center channel strategy.
Moving Your Business Forward With Less Waste
In our workplaces, we’re constantly faced with opportunities to move our businesses forward while reducing waste. What do you waste, and how can you reduce it?
HelpSpot 4.7.6
Bug fixes
How to Surpass the Competition with a Competitive Analysis
If you want to surpass the competition this year, you need to use their data strategically. Here are six tips to help you leverage your competitor’s data to dominate your market.
HelpSpot 4.7.5
Fix for audio file handling, cleaning of filenames and php upgrade for Windows installs.
Customer Interactions: Interruptions or Opportunities?
If customers are interacting with us to for solutions and answers, are we already failing them? Maybe. But on the flip side... Is eliminating conversations with our customers in our best interest? Is that what we want?
How to Gain a Competitive Edge by Updating Your Customer Service Culture
In this article, we take a look at how you can give yourself a competitive advantage and get closer to meeting customer expectations by updating your customer service culture.
Technology: Interrupter & Opportunity
We share some thoughts on time, technology, and what we have the opportunity to do for customers when we provide great customer service.
HelpSpot 4.7.4
Security enhancements, new API features, new automation live lookup action, PDF inline viewing and bug fixes
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.
HelpSpot 4.7.3
Refinements to the portal CC processing
HelpSpot 4.7.2
Important Security Update. New portal features and bug fixes.
HelpSpot 4.7.1
Fix for reporting tags display issue.
HelpSpot 4.7.0
"Bug fixes and enhancements"
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.
HelpSpot 4.6.10
This release includes enhancements to response search, new filter columns and several bug fixes.
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.
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.
HelpSpot 4.6.9
Full text database search bug fixes
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.
HelpSpot 4.6.8
Updates, bug fixes, and skipping versions for super-good reasons that definitely make sense.
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.
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.
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).
Writing a Customer Service Resume: A How-To Guide
All too often, job applicants put together a "general" resume that they use to apply for every job with little to no modification. Unfortunately, general resumes don't tend to be very successful—especially for customer service positions.
HelpSpot 4.6.6
Message HTML/Markdown handling bug fixes
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.