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Inside HelpSpot

HelpSpot for Admins Webinar
HelpSpot’s Email Parser: How To Unlock Hidden Potential In Automated Emails
Your Guide to Using HelpSpot: Recap of Our HelpSpot 101 Webinar
The recent HelpSpot 101 webinar, held on December 19, 2023, provided a comprehensive guide to using HelpSpot efficiently. The webinar covered topics such as navigating the Workspace, understanding request details, and concluded with a Q&A session. If you missed it, you can catch up by watching the recording. Stay tuned for future webinar updates!
Maximize Your HelpSpot Usage: 5 Powerful Features to Revisit
Introducing HelpSpot ‘Office Hours’
HelpSpot Onboard: Your Path to a Streamlined Help Desk Experience
Adding Public History to HelpSpot Emails
When communicating with customers through email in HelpSpot, HelpSpot sends the individual message to the customer along with a link to view their complete request history in the customer portal. However, in some applications you may want to send the complete history of a request to the customer with each reply.
Using HelpSpot While Moving to Remote Work
As more organizations look to enable remote work for their teams, software tools often need to evolve to meet their needs. At Userscape, we have been a remote team from the beginning and HelpSpot has been developed with remote teams in mind. In this article, we'll cover some of the software features and workflows that we find helpful while navigating the management of a distributed team.
Automatically Subscribing and Unsubscribing Users
HelpSpot now supports the ability to subscribe and unsubscribe users through triggers, automations and mail rules. This new functionality allows for greater flexibility when setting up notification workflows in HelpSpot.
HelpSpot Mobile App Update
The companion app for HelpSpot has allowed users to quickly check in on requests and make updates while on the go. Now, we are rolling out even more features in the HelpSpot app that will make it even more useful for HelpSpot users.
Tools in HelpSpot to Prepare for GDPR
The new GDPR regulations in the European Union mean new data handling and processing requirements for many of our customers. Without the proper tools many of these tasks are cumbersome and labor intensive. At HelpSpot we’ve released a set of tools to make it easier for your organization to gain proper data gathering consent from your customers and respond to customer requests regarding data in HelpSpot.
Introduction to Customizing Email Templates
Email templates are what control the look and formatting of every email that’s sent out of HelpSpot. We have a number of different email templates, and each one has a specific use inside of HelpSpot. Some of the most commonly used templates are “Staff Notifications” and “Public Notes to Customers.”
New Training – Building a Knowledge Base and Responses
Our advanced training sessions are designed to help HelpSpot users get the most out of HelpSpot. They also provide time for you to ask specific questions around the topic being discussed.
Voice of the Customer: The Treasure Hidden in Customer Support Tickets
See how customer support tickets can provide insights to help drive service and success.
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.
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.
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.
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).
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.
Knowledge Base Organization Techniques
Knowledge bases can be extremely helpful in both reducing the number of times that customers need to contact your support staff and as valuable reference resource to your support staff. Today I'll break down a few different techniques for organizing your knowledge base and point out the advantages of each.
5 Things You Didn’t Know the HelpSpot Text Editor Could Do
HelpSpot recently received a refreshed WYSIWYG (What you see is what you get) editor. There are several new and enhanced features in this editor that might not be immediately apparent. We'll highlight 5 of these goodies on the blog today.
Clever Ways to Escalate Your Support Request
To get the support issues you have resolved quickly, you may need to think outside the box and navigate your way around the regular communication channels.
Limiting Team Permissions in HelpSpot
Often departments need to keep their requests separate both for privacy reasons and to keep operations and request organization clear. In this article we'll walk through the steps to set up two separate departments in the same HelpSpot instance
Auto Closing Requests in HelpSpot
Having resolved requests remain open in your helpdesk clutters your workspace and skews your reporting. Often times you may be waiting on a reply from a customer that never ends up responding. Today, I'll show you an easy way to automatically close these requests and get to the requests that need your attention.
Getting Start With The HelpSpot – Zapier(Beta) Integration
As part of the upcoming HelpSpot 4.5 release we will be rolling out Zapier Integration to all of our customers.