Giant List of HelpSpot Features!

  • Email
  • GoToMeeting
  • Webinar training
  • Trial setup
  • Hosted trials
  • On-Premise and Cloud support
  • Best practices
  • Configuration and optimization
  • 20,000+ user community

Create Tickets

  • Email to tickets (unlimited mailboxes)
  • Ticket submission forms
  • Website widget
  • Create tickets via API
  • Manual entry
  • Enter Phone calls

Ticket Management

  • Unique IDs for each ticket
  • Filter views
  • Filter on dozens of vectors
    • Ticket meta data
    • Custom fields
    • Customer details
    • Time/Date
    • Relative time
    • Contact method
    • Sub-group conditions
    • Assignment history
    • Raw SQL
    • Time tracker
    • Many many more!
  • Ticket count on each filter
  • Streaming note view
  • Customize displayed columns
  • Customize sort order
  • Organize filters into folders
  • Batch operations
    • Re-assign
    • Re-categorize
    • Close
    • Batch Reply
    • Status
    • Spam
    • Trash
  • Powerful full text search
  • Tag search
  • Convert searches to filters
  • Export to CSV
  • Organize by contact type
  • Merge tickets
  • Group tickets within filters
  • RSS feed for each filter
  • Dozens of columns to display
  • Auto ticket note threading
  • Auto ticket re-opening
  • Ticket viewing permissions
  • Agent conflict detection
  • WYSIWYG for replies
  • Markdown for replies
  • Public, private, external notes
  • Read/Unread status
  • 11 different custom field types
  • Categorization
  • Reporting tags
  • Urgent status
  • Controlled trash
  • File attachments (no limits)
  • Auto note draft protection
  • Auto logout protection
  • Clean single page note history
  • Quote and forward history notes

Ticket Replying

  • Public, Private, and External notes
  • WYSIWYG Editor
  • Markdown option
  • Emails out via your SMTP
  • Optimized for max deliverability
  • Agent conflict detection
  • Switch reply-from mailbox
  • Control/modify subject lines
  • Notify any other agents on reply
  • Subscribe other agents to ticket
  • One click canned responses
    • Create full or partial replies
    • Auto apply attachments to reply
    • Set status of reply
    • Set category of reply
    • Set any custom field
    • Permissions
    • Organize with folders
    • Navigate or search to them
    • Use multiple per reply
  • HTML and text templates
  • Full control over all email templates
  • Dozens of variables per template
  • Fully brand every email

Custom Branding

  • Full access to the PHP/HTML of your support portal
  • Customize all HTML/Text version of emails
  • No per-brand/department costs
  • Support unlimited brands/departments
  • Unlimited mailboxes
  • Unlimited branded portals
  • Per-Mailbox email templates
  • Per-Portal template customizations
  • Template editing via the admin interface

Integration

  • Unique Live Lookup system allows integration with ANY system
  • Multiple Live Lookup endpoints
  • Connected systems data appears within tickets removing the need to switch screens
  • Live Lookup Examples
    • CRMs like Salesforce
    • Custom SQL databases
    • Active Directory
    • LDAP
    • eCommmerce platforms
    • XML files
    • CSV files
  • Web Service API
  • Request Push API
  • Email Connections (unlimited)
    • Microsoft Exchange
    • Gmail
    • IMAP
    • POP

Complete Reporting

  • Infinitely customizable reporting
  • Understand problem areas
  • Identify trends and spikes
  • Graphs, data tables, CSV export
  • Save custom reports
  • Thousands of filter options
  • Multiple grouping options
    • Hours, days, months
    • Day of the week
    • Hour of the day
    • Category
    • Assigned agent
    • Reporting tags
    • Custom fields
  • First response speed
  • Track close speed
  • Take business hours into account
  • Interaction reports
  • Response usage
  • Quick time range selection
  • All reports calculated in real time
  • Automatic calculation of sums, means, medians
  • Portal search tracking
  • Time tracking reports
  • Billable vs non-billable tracking
  • Todayboard for instant overview

Knowledge Management

  • Unlimited organized books
  • Organize into chapters and pages
  • Insert links to knowledge base in replies
  • Attachments to pages
  • Advanced full text searching
  • Public books display to customers
  • Private books for internal use
  • Permissions on who can manage books
  • Relate pages together
  • Tag pages
  • Easily create documentation/FAQs
  • Add, edit, re-order chapters & pages
  • Full WYSIWYG editing of documents

Self Service

  • Unlimited branded portals
  • Knowledge management built in
  • Public forums (optional to use)
  • Complete control over branding
  • 3 Included themes
  • Customizable ticket form
    • Control category options
    • Form fields
    • Custom fields
    • Dynamic visibility of fields based on selected category
    • Captcha and Re-Captcha support
  • Customize portal PHP/HTML
  • Integrated full text searching
  • Customer rating on knowledge pages
  • Tagging of knowledge pages and forum topics

Automation with Triggers and Rules

  • Automate workflows easily
  • Track SLA's
  • Automatic escalations
  • Hundreds of conditions to check
  • Dozens of possible actions
  • Watch for changes in real time
  • Query to find delayed tickets and more
  • Time based escalations
  • Rules based on email headers
  • Restrict rule to inside/outside business hours
  • Unlimited triggers and rules
  • Watch for ticket creation or update