Every request.
Tracked. Owned. Resolved.

Every ticket is assigned to exactly one agent. This eliminates confusion about who is responsible. Tickets can be manually assigned, auto-assigned via rules, or claimed from the shared inbox. The assigned agent sees the ticket in their personal My Queue.

Yes. HelpSpot offers four auto-assignment methods: Round Robin distributes evenly across your team, Least Requests assigns to whoever has the smallest queue, Default Contact routes to a specific person, and Random spreads the load. Assignment can also be triggered by mail rules, categories, or custom automation.

HelpSpot includes default statuses like Active, Waiting, and Solved, but you can customize them completely. Add statuses like Escalated, Pending Vendor, or On Hold. Each status can trigger different behaviors and appear in different filters.

Categories are the primary way to organize requests. Create categories by department (HR, IT, Sales), problem type (Server, Software, Hardware), or location. Each category can have its own staff assignments, custom fields, and automation rules. Category groupings let you nest related categories under parent folders.

Custom fields capture structured data specific to your workflow. Choose from 11 field types: dropdowns, text fields, dates, checkboxes, numbers, and more. Fields can be required, category-specific, and shown on your customer portal. All custom fields are filterable and reportable.

Yes. Agents can log time against each ticket, either manually or with start/stop timers. Time tracking data flows into reports so you can see effort by category, customer, or agent. This is invaluable for billing, capacity planning, and performance analysis.

Two ways: First, single assignment means only one person is responsible. Second, collision detection shows you in real-time if another agent is viewing the same ticket. These features together eliminate the embarrassing "We both replied" problem.

Closed tickets remain fully searchable and accessible. The complete history is preserved indefinitely. If a customer replies to a closed ticket, it automatically reopens and returns to your inbox for follow-up.

When an outage generates hundreds of emails, select all related requests and click batch reply. Write one response that goes to all customers at once. Each customer can still reply individually, and tickets are managed separately after. Create a temporary filter to reply again to the same group if needed.