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
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