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.

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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.More

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.More

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.More

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). More

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.More

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.

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