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1. 71 8 THE CUSTOMER PORTAL isi ccescsccsssectiecastesccscsssesnsscesedesesescscstsesetsdsecsdacsteccsecssaccecsdsesctescedsscsecesesescseses 72 83 EE erui V son CONTERT 72 8 2 SUBMITTING REQUESTS peenaa erroe tese sues etse hs Aa inate tess e ENT eS va iii 73 8213 O NA aE ANEAN EEEN EENEN ENEAN EANN OESE EDENE AN E SNS 74 82 KNOWLEDGE BOOKS imne rea EEA eE EEEE ARR EE RE EAE E EEE RARES 75 SA PORUM A NN 76 8 41 Forum TOpils isla iaia ila iaia rt 76 0 42 FOTUM Posts ouis ata a A INAIL 76 9 USER PREFERENCES eroi eap e vpen eee se eo Nicea EYE RR REA S Fea TA SR PER IA FIAS NARO 78 Gl EMAILAND OUT ER 78 O4 Black Box USERNAME asc ior RENS III UE MM IN Ga nna VI EE Uf 78 9 2 ui PNO m I 78 9 3 COMMUNICATION RSS E 79 9 3 1 Alternative Contact Information cccccccessccsssccessccssccessccssscecscecsscecsssecesseeesaeecsscecsseecssaeeenaeeeeaeecsaeeceaeeseeaeeseaeeees 79 9 5 2 Outof Office Manager iiit aaa alia a AE aa EAN EE ss posa rea s ETRR AES reia ecc aeg 79 0 39 39 Creanga Eee peace P 79 9 4 NOTIFICATION PE 80 9 5 GENERAL PREFERENCES 2 eth nina coves te stay ERR E aaa a aa EE EEEE EE AERE AES UESTRE EN NN a SR TRENT e e PENPR EAE GERE RON ays 80
2. Open Closed Copen 3 Ascending Greater than 1440 In Folder Global Filters available to all staff gt S Minutes since last public update Keyboard Shortcut none Show Urgent Requests At the top Set Columns To Display drag arrow to order Fi Noupdates 1 day 12 X Latest Public Note By ID Latest Public Note By 12458 Abby Alberto Customer Assigned To Sally Smith Initial Request Age MA Replied To cannot access site get an error message 5 months 2 weeks Sally Stevens 12460 Abby Alberto 12461 Abby Alberto 12462 Abby Alberto 12463 Abby Alberto 12467 Abby Alberto 12468 Lex Levin HelpSp ot Documentation Usage Note E E E E EE E E E E E E Joe Smithman Sally Smith Mitch Gibsson Steve Mahtani Gus Gother Paul Peters Bobby Braniff Brian Brinksman Lex Levin Billy Baigi Stacy Levin Martha Madison Lex Levin Tyler Tyson Tyler Tyson Lex Levin There s something wrong with the site When 1 Trying to find the place in the site that talks about Additional log Ins We need to add 3 users to our nts how do you create new hello we no longer need this Tried to log in but I cannot I get an error that says jr I get the following message when 1 Can some please tell me if the site is site trying to get to the site but I on on Your Request Hello How do you I m trying to create sub accounts within the m
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4. Appropriate category application in conjunction with the meta data collected can provides help desks with a framework for workflow management Assigned To Administrators must define the Users that have access to work requests within a specific category Once this is done Users will see on the request page a list of Staff to which a request can be assigned This list will always contain e The default contact for the category e The Inbox as an assignment option This means it will go to the Inbox and be available for anyone to take and e A count next to each Users name of how many requests are currently opened and assigned to them Assigned To To select a Staff member Users should use the 7 Lex Levin 7 dropdown to navigate available Staffers Assignment _sssssssanninssansnnnnnntnnathonnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnns i is immediately applied as soon as the request is Abby Alberto 8 updated via the Update Request or Update and Gus Gother 0 Close buttons Lex Levin 7 Sally Smith 6 Default Figure 3 11 Assignment Drop Down EB HelpSpot 2 6 User Manual Uses for Assigned To Assignment is the cornerstone of creating a request workflow Once assignment is selected and submitted the request will move to that User s My Queue and be flagged as unread for them to work More advanced workflows may incorporate automation rules to move the request through various Users based on specified miles
5. Workspace example Within a 20 minute period a support est EE UEM Raga L cine _Takeit bd Steve Smith The AS12 system is desk receives dozens of requests about Sh cremenequest F _ id By Bea Ke i tying to get tne festo e co connectivity issues that is determined to stem 1p Reminders FF tai bd Betty Balley RE bac pre our printer seems to be unable to p f ffi ive t Subscriptions Batch Respond Edit Reques v Submit rom a server outage 3 soto rier opti Pot tese sv Meme Filter Sum um Request ID es Using Batch Response Edit Administrators can EJ Global Fer e spa a send a message to all applicable requests ec MN ii Respond ta pes n jerge Requests explaining the situation gt Options Charge Saas HelpSpot User Manual Admin Manuals Forums Blog Licensed to UserScape Figure 2 5 Selecting Requests For Batching Administrators can also choose to update the status category assignment or reporting tags Individual requests can also be removed from the process by clicking the red X to the right of the request as shown in Figure 2 6 HelpSpot 2 6 User Manual a 9 KB Forum Search Admin Reports Portal T Filter Requests Responses sj Email Staff C Workspace Le TEA Inbox 2 B Z U ae 51 i A Z s dd My Queue 2 2 j Create Request y Reminders T Subscriptions 53 SPAM 2 E Trash 9 Request i EH Global Filters El Batch History EUER Public
6. Book Order allows for the sorting of public and private books 60 HelpSpot 2 6 User Manual e Most Least Helpful provides a quick look at those pages that were ranked by Customers as the most and least helpful Public Private Book Listings The center of the page contains a listing of the public and private knowledge books with the brief description and list of Editors Books listed within the private section are available for viewing by only those with a HelpSpot account Books that are listed as public can be viewed by anyone via the portal All Users must use this area to access private books while public books can be read here or via the portal Clicking on a book title will allow Editors to add and modify chapters pages 6 2 Knowledge Book Creation To create a knowledge book click the Manage Book sub navigation item Using the add a knowledge book form specify the book level properties Each field in the form is described below Only those with Administrator level access can create knowledge books e Book Name Specify the book title as every book must be named Description Administrators may wish to include a brief description to provide readers context around the book s content This description will be displayed within HelpSpot and the portal e Book Editors An editor can be any User with a HelpSpot account regardless of their access level allowing for the most flexibility and ensuring that the appropriate
7. eene non nro nr nne nne nne nnns ementi tenete enne enne sene 68 Figure 7 4 Accessing HelpSpot for the iPhone eene nnet nnne nns enne nnns nneennsn nne nn etnies tenen nn sene 69 Figure 7 5 aPhone THORBe eco ca iior eee A A 69 Figure 7 6 Creating a Request via iPhone c enter ren rien eine rene ren siena recare nice see sioni veni senten sess eine iene senes tne tenete seen 70 AAN AI 70 Figure 8 1 Portal A NN 72 Figure 8 2 Basic Request Submission Form ii 73 Figure 8 3 Request Submission Form with Custom Fields rie 74 Figure 8 2 1 Request list when logged into portal eene nne nnne nne nnne ene tenente tnnt nn enne nnne 75 Figure 8 4 Knowledge Book Chapter List s esesseeeeeeeeeeeseeeeeeee eene enne tenente ense nnse then nnet nne nne tenens tenete ennt sten eene 76 Figure 8 6 Forum Post with Replies e 77 Figure 9 1 Accessing User Preference csccssscscsescsessseotssnsrentsosreneesaetonssoasseoessassenesenssonssensesasseateeessoessaeteneeseesenesoastonsteas 78 Flg re 9 2 Setting Out Of OCE siii ce e A edi 79 Figure 9 3 Out of Office Assignment Drop down on Request Page ii 79 Figure 10 1 Getting started tool bar ii 82 Figure 10 2 Integrated Help Center IRR area 82 Table A Columns and DescriptiOD aa 83 Table B Placeholders with Descriptions
8. HelpSpot USER MANUAL PY v2 6 A comprehensive review of functionality and usage principles for Help Desk Staff HelpSpot 2 6 User Manual HelpSpot 2 6 User Manual Jamie Landsman UserScape Inc Revised January 2009 Copyright 2008 UserScape Inc All rights reserved This book may be copied printed and distributed however attribution must be given to the author and UserScape Inc This book cannot be modified or used for commercial purposes without prior permission from the author UserScape assumes no responsibility for errors or omissions or damages resulting from the use of the information contained herein HelpSpot 2 6 User Manual RA n 6 id PHE BIG PICTURE nnt rH S tate EROR REESE E rH AENEIS ES AR ERARIALE E RRSSAA RAISI 6 122 USING THIS GUIDE op 6 LD Targeted Audience vse e 7 1 9 2 Common Terms xui deer NO 7 13 GETTING UP AND RUNNING ADMINISTRATORS ssssssesseesesessesssesssesssssssssssssssssessessssssseceuuggagggsgssgsgsgssscssensesscssaeseseeeaees 7 1 34 Configure System Settings Page iii e e d PU aaa 7 1 3 9 Create Support Staff ACCOUntS ies teet ec etie ia 8 133 Create Request Categories SERRE RO EL ile 8 13 4 Create SupportMallboxes natia ar e ani a Fes epe RARA ei 8 1 3 5 Define Custom Request FieldS Mii 8 1 4 LOGGINGINAND GETTING STARTED eee
9. HelpSpot 2 6 User Manual E 10 HELP ADDITIONAL SUPPORT RESOURCES e eeeeeeeeee eese eee eese sentes etes eese sese ss etes e sese se neue 82 APPENDIX A REQUEST GRID COLUMNS WITH DESCRIPTIONS eese eese eese eee seen eese see se stes e enun 83 APPENDIX B PLACEHOLDERS WITH DESCRIPTION eeeeeeeee eese eese sense sense ses enses resin re seceneneeneoeene 85 APPENDIX C TABLES AND FIGURES eeeeeeeee eee ee esee eene sentes es hse esses ss ese sess esos esee esteso sesso sesso sees soos 87 n HelpSpot 2 6 User Manual 1 Welcome If you re reading this manual you ve realized that email folders sticky notes or even your current help desk tool are no longer the way to handle Customer inquiries You re looking for an improved experience for Staff and Customers with more advanced capabilities to manage your support operation Welcome to HelpSpot 1 1 The Big Picture HelpSpot s core function can be summed up as HelpSpot is a web based application that empowers companies to effectively manage Customer inquiries To create a product that is optimized to support this core function we kept a few guiding principles top of mind Accommodate many support channels Customer inquiries come at you from every direction HelpSpot accounts for this by supporting the channels you need e Email your current support email account HelpSpot is optimized for email based exchanges e Web form us
10. set with the desired preferences such as columns and sort included set preferences before running the test To view an individual request within the results set simply click the Request ID number and a new window will open to the request page for that request Once a User is satisfied with the conditions set as demonstrated through the results presented in the testing they can move to the final steps of setting preferences and saving Setting Preferences Display preferences are set for each filtered view using the Save Filter box on the right side of the screen e Filter Name Every filter must have a name This is the name that will be used within the left workspace navigation as well as at the top of the request grid HelpSpot 2 6 User Manual Lm Order Requests by This applies to how the requests are displayed in the request grid Users can select a specific element within the request to sort by as well as whether the result set is returned ascending or descending e In Folder By selecting Global Filters only Administrators have this option the filter will be available to all Users Selecting My Filters will allow only the creator to view the filter The folder icon to the right of the drop down is used to create additional folders for organizing personal filters Set Columns to Display By default HelpSpot lists seven of the commonly used columns for display in the request grid of the filter These can be removed by
11. 2 6 User Manual 4 Searching HelpSpot provides Users with a several different ways to find requests within the system Each method is optimized to find the single specific request or group of requests a User is looking for 4 1 Within the Workspace There are two search methods available in the workspace Search field in left navigation Simply type in the request ID and hit return to be brought directly to the request page for that request Filters While filters are primarily created and saved for repeated use they can be used for a quick one time search to locate a particular request that meets a specific set of criteria See section 2 4 1 for creating and managing filters 4 2 From the Search Tab User can additional conduct searches from the Search tab located along the top navigation Within the Search tab there are two search types available Data Search within all requests knowledge books and forums for a particular word or phrase Customer History Search all requests for ones that contain specific customer information 4 2 1 Data Search Tips The syntax used in the example applies to MySQL Other databases vary so check the syntax of your database within the data search tips on the Search page ee amp QM ai iee eka When doing full text searches Users can UserScape workspace KB Search Admin Reports Portal E specify whether a particular word should be included or omitted password
12. 5 6 Labeling Known Users in Forums ei 55 HelpSpot 2 4 User Manual Figure 5 7 Moderator Topic Controls lenire dias 55 Figure 5 7 Deletitig POSU iere RE aaa ben ie tal UE Pee EHE e e ni iaia 57 Figure 6 1 Accessing Knowledge Books in HelpSpot eene enne enne nn nennen nne nnetnne tenete snnt nnn enne 59 Figure 6 2 Editing Book Level Properties eee eese eeeseeee iene eene ene tne inesset sens senes tentent sens iene see arena ricarica nie ninenioni 61 Figure 6 3 Adding A Chapter to a Book iii 61 Figure 6 4 Add a Chapter FOE cri enter DERE OR ES e Nata 62 Figure 6 5 Adding a Page to a Chapter eese reni cene senes nennen enne tenente tinent ese ni vee nine EN EEREN NE tenentes nn nene 63 Figure 6 6 Add Page First Step rinite rere EUR EIA KE Ad ARRIVA ERE e IRSE S ERE RR SERRE 63 Figure 6 7 Add a Page Second Step irinaren iccome eese eee eee siena a E ice rie aiae eies E Eein aa aeie ieee 64 Figure 6 8 Setting Book Order ERR 66 Figure 7 1 Accessing Mobile HelpSpot rrerrrer iene ren rione sense eene iene rene nent tne rie PAE cere Ron nice nizza rene iene sense tees tne rio EEEE ES 67 Figure 7 2 Mobile Workspace Page s ccsccssisccsvesceveceei desde ceaveisdenveventoecivencevaevencevuedsndvvaceves oans Seavodsteeusdduaoedevencobaceendevasueddvvaddeus nd 67 Figure 7 3 Filtered Views in HelpSpot Mobile
13. All Areas xj Search Sample Score o ML or E Te nnd ah enon Oh printers DELBO rr eee December 4 2007 10 50 AM Lexmark the following would be entered Request 12403 CLOSED Mary Williams Can someone provide me directions on how to reset my account password D chmbnr 4 2007 30522 AM 1 into the search box printer lexmark Data Search Tips Use for must contain printer password radi mat mar nalne NI palmari e Wildcard searches can be used Wildcard Combratora wir sonar poer Lexmark pinter paper Lexmark searching is when an is used preceding or CROATE following a word to return results that match the word despite having varying text HelpSpot Documentation HelpSpot Forums Licensed to UserScape around it Figure 4 1 Data Search Sample Results Set HelpSpot 2 6 User Manual Sample pric will return requests forums or knowledge book pages containing all forms of the word price price pricing prices etc 4 2 2 Customer History Searches Using Wildcards To maximize search capability remember to use wildcards For example to find all requests submitted from a particular domain ex abccorp com In the email address search field simply type company com and all requests from that domain will be returned UserScape Search UserScape we amp 9 el E Iul Search E a LEL c Abby Alberto Preferences Log Out 9 Customer History Sear
14. BCC Email Update Request Update and Close Customer will not be emailed Figure 3 7 Creating an External Note If the assigned Staffer didn t create a note they will receive an email notification To CC BCC Options The external note options are the same as the public note options However there is an inclusion of a To field where Staff provide the recipient s email Optionally they can provide CC or BCC email address in addition to modifying the sent from email address As with public notes the subject can be modified to be more appropriate for the targeted reader s HelpSpot 2 6 User Manual 3 5 Global Note Options A few options can be used for all note types These options are listed after the note type drop down and include E Attach Q Notify kB Uy Append response gt Figure 3 8 Note Options Menu Attach Attach a file to send with any note File types and sizes are not limited by HelpSpot e Notify Include any HelpSpot User as a recipient to a note The message will be sent via the preferred communication method set in User s preference See chapter o for setting user preferences KB Insert a link to a knowledge book page in a note When Users click the KB link they will see a list of all public knowledge books Once the desired book Fi Request History Showing Full History is selected an outline of all chapters and pages will be shown From here a User can opt to preview the page pri
15. Can someone provide me directions on how to reset my upgrading account wondering how we can upgrade our enabling remote access I d like to be able to access my test test test I tried to update my address within my account be name change hello 1 just got married and need to Update payment Information 1 need to update the Age 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 4 months 3 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks I m leaving my company at the end of the month and my 5 months 2 weeks I m new and wanted to get access to the site How do I HelpSpot Documentation HelpSpot Forums Licensed to UserScape 5 months 2 weeks Closed May 20 2008 May 20 2008 May 20 2008 May 20 2008 May 20 2008 May 20 2008 May 20 2008 May 20 2008 December 6 2007 December 6 2007 December 6 2007 December 6 2007 December 6 2007 Sally Smith Preferences Log Out Filter Name Order Requests By Date Closed 18 Descending 3 169 Ascending 1 Group Requests By Estatus In Folder ene Keyboard Shortcut none 15 Show Urgent Requests Inline IS Set Columns To Display drag arrow to order X Replied To MA 3 Contacted Via MA Customer X Assigned To X Initial Request X Age X Date Closed Options amp Display count
16. El EN v D E LS 8 O amp Print view Figure 3 12 Request Options HelpSpot 2 6 User Manual ES 3 8 1 My Note Drafts Every 30 seconds Helpspot auto saves the message in the note box with a date time stamped draft Users can opt to manually save at any point as well by using the save button link in the top of the notes box Using the drop down as shown below Users can easily revert to any prior version of the message Options A My Note Drafts 5 Y Restore a Saved Draft May 22 2008 08 19 AM May 22 2008 08 18 AM May 22 2008 08 09 AM May 22 2008 08 09 AM Move to Trasn Figure 3 8 1 Applying Saved Note Drafts Once the request is updated and or closed all User drafts are deleted and no longer available 3 8 2 Push Request must be enabled HelpSpot has an extensive API that allows Users to push individual requests to other applications such as a CRM bug tracker or Intranet For Users this is simply done by pushing the Push Request link as shown in Figure 3 13 Options gt Push Request Comment optional Need account manager approval prior o completing thanks The ability to use the function is dependent on configuration by an Administrator Push to Highrise w Push Figure 3 13 Push Request in Action 3 8 3 Set Reminder For every request a reminder can be set for future follow up By clicking the Set Reminder link a window will open showing the following e Text b
17. Inbox Users can elect to move a request or groups of requests directly to the Inbox without being required to assign to a category However any previous category assignment will remain Merge Requests Administrator and Help Desk Staff Levels only Allows for the request history of one or more requests to be forced into another Users must select the requests they wish to include in the merge and use the secondary drop down to specify the receiving request This functionality is also available via the request page To see how it s used there see section 3 8 4 Markas SPAM Staff and Administrator Levels only Will flag all selected requests as SPAM and move to the SPAM filtered view for deletion Change Status Users can quickly change the status for a group of requests Similar to changing categories a secondary drop down will populate to the right listing all available status types Close Requests When a group of requests do not require any further action they can be closed directly from the request grid When Close Request is selected from the quick action drop down a secondary drop down will appear to the right listing all active status types e HelpSpot requires that a status type be selected every time a request is closed Batch Respond Edit Requests Administrator Level only This action allows Administrators to in one step update multiple requests Batch responding is best shown with a real world
18. JSUDSCTIDG Ni dede insi aaa aria 46 3 8 7 Move to Trash Administrator Level Only i 47 2 8 9 View m Portals occupe tM i MM IM e 47 3 8 9 Print VIC nina N TERES I CERNI ei 47 3 9 INSREQUEST NAVIGATION siriani ela 47 SEARCHING iiss cies 6 e sare Vae sea pe Cue REVERSA PE srst s OV oo Se Uu Ee o tana EE SVP ERE SEEN SESS SUN UE UR SERRE Paese s oS Ea S PETRO REO UE NOEK SES PERROS 48 Ad A VITHIN THE WORKSPACE 21 eti etos ene esami tes boxes Boa ee RA RITZ EROR LEY TITAN ss Lee e ed ea eee iia a CREER ER ERSTE 48 42 FROM THE SEARCH LAB i 25 EIS Inh ense os En Fea aab UE AO EEE FG EE Ea EENE Eee ep ae ee Fes ee 48 4 21 Data Search TIPS EE 48 4 2 2 Customer History Searches Using Wildcards ii 49 FORUMS A n osos es isa ri esne SONE FESES ENERE N ESEE NEONA EEEE EREE T SEn 50 5i NAVIGATING THE FORUMS AREA viesosies oreet een es seere E EEEE IAA ARTRITE 50 5 2 FORUM MANAGEMENT AND CREATION ccsssssssssssssssssccccsncccccceseceaccaseccccccacccaeecceeeceeccceeseeeceeseceseeeeseeesseseseseseeeeeeeseeeeens 51 DAT AP RI E AI er I i 51 5 22 Td ees ir ie cre 52 5 9 ORDERING FORUMS 55 3 3 1c rea ER INERTE NANI ARENARIA lA AIR START SSR DANA PARRA i 52 PA CREATE A NEW KO JC op PN 52 th eom qund ELE RA RITO TITTI 53 5 51 Advanced Reply Capabilities ite aaa aaa 53 5 6 TURNING POSTS INTO REQUESTS eeerrrrrrrsseseseesenezeceseeeeeeezeeeeneeeeezeseze ee sese seo se esee e
19. Mailbox 3 Os 3 Sales Accounts sales userscape com Keyboard Shortcut none Show Urgent Requests At the top Set Columns To Display 1 how all resul Run Filter Q drag arrow to order X Takeit Fi Sales Accounts Inbox 7 X Contacted Via ID Take it Open Customer Assigned To Initial Request Age 12467 Take it lx Yes Tyler Tyson Information on Your Request Hello How do you create new sub 5 months X Open Closed 12463 Take it bd Martha Madison C ite trying to get to the site but cannot Can some 5 months 2 weeks X Customer 12462 Take it bg Stacy Levin site down Can some please tell me if the site is down I cannot 5 months 2 weeks MA Assigned To 124 Take it 124 Take it bs 12449 Take it bd Sara Bowers Pricing questions Can you please provide me with information on 5 months 2 weeks amp Select a column to add Es 12414 Take it Bobby Braniff terminat e hello we no longer need this service can you 5 months 2 weeks XA Initial Request Paul Peters creating new sub accounts how do you create new sub accounts 5 months 2 weeks X Age Options Display count in Workspace navigation RSS feed should only contain public notes Mitch Gibsson Trying to find the place in the site that talks about order 5 months 2 weeks HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 2 12 Creating a Filter Secondary
20. Order 4 Most Helpful gt Least Helpful UserScape Knowlecge Books gt Users Guice gt Installation Guide Add Page Page Title Special Considerations Hardware Order in Chapter HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 6 6 Add a Page First Step 64 HelpSpot 2 6 User Manual 6 6 1 Page Editor In the second step of page creation Editors will be brought to the page editor Knowledge Books UserScape o aa 8 ay fa Abby Alberto Preferences Log Out Workspace Forum Search Admin Reports Portal 4f Manage Books 38 Book Order ar Most Helpful Least Helpful UserScape Knowledge Books gt Users Guide gt Installation Guide gt Special Considerations Hardware Edit Special Considerations Hardware Page Title Special Considerations Hardware Chapter Users Guide Installation Guide z Order in Chapter After Hardware Software Requirements vf Page B Z U E x 3 _ Fomar olaa Z x o Q y D This page is specific to those how haven t yet installed There are a few special considerations that should be given the the hardware used to run the application Below outlines a few points of consideration A server decision matrix is included This is a file you can download and use to further assist in the hardware selection process Additionally provided are links to
21. Queues by Department Administrators Note Administrators must first add the mailbox in this example the sales email prior to implementing this filter This is done via the Admin Mailboxes area of HelpSpot HelpSpot 2 6 User Manual Case 4 Monitoring response timeliness Company policy dictates all Customers must be responded to within 24 hours An Administrator wants to create a secondary work queue for all Users to be able to see work requests not updated within 24 hours of a Customer update Conditions 1 Open Close drop down set to Open 2 Minutes since last public update is greater than 24 hours Preferences In Folder set to Global Filters because this filter needs to be accessible to all Order Request by is changed to Last Public Update descending order Is Urgent at the top The following column is removed Open Closed The following column is added and moved to the top Last Public Note By Filter is run and saved Filter Requests UserScape Abby Alberto Preferences Log Out y Filter Requests lj Responses sj Email Staff Edit Filter No updates day Z Eai riter Select the data that will be the criteria for the filtered request view Use the Save button on the right to easily access this filter in the future Filter Name No updates 1 day Match fal of the following conditions Order Requests By Date Opened Group Requests By No Grouping Filter Conditions Ascending
22. Users should resize images to 32x32 pixels prior to uploading to achieve the best results 9 3 Communication The communication area defines alternative contact information out of office manager as well as signatures for outgoing messages 9 3 1 Alternative Contact Information HelpSpot provides Users with a means for providing an alternative email phone number and SMS number Options in the notification area covered in section 10 4 allow Users to configure when messages updates are sent via these alternative channels 9 3 2 Out of Office Manager If a User is going to be out of the office for an extended period of time such as vacation or medical leave all requests that would have been assigned to them can be assigned to an alternative User Out of Office Status User is Available All Users are defaulted to being available However by using the drop down Users can change their status User is Available and select whom their requests should go as shown Forwarc requests to Forward requests to Abby Alberto in Fi 2 in Figure 9 Forward requests to Gus Gother Forward requests to lan Landsman Forward requests to Lex Levin Forward requests to Sally Smith Figure 9 2 Setting Out of Office A visual indicator of out of office status appears in the assignment drop down on the request page Category Account Inquiries Assigned To p Abby Alberto 9 Gus Gother 0 Lex Levin 0 Smith 6 Default Out h
23. When an email address is added the recipient will continue to be included on all public updates until the address is removed To remove the email address simply click on the email icon next to the address As part of the public note options there are fields to modify the email subject and change the sent from S email address Users may find modifying the subject is an easy way for recipients that aren t familiar with the issue to understand the contents of the message they received Modifying the email subject doesn t mean you lose the interaction in HelpSpot Because HelpSpot auto appends the request ID to all subjects of outgoing emails any responses will be correctly logged within the request history 3 4 2 Private Notes Staff may want to make a note on an action they took toward addressing a request such as making a phone call or leaving a note to the assigned staff member In such cases the private note should be used These notes are logged within the request history however no email is sent to the Customer nor is there an option to send the note via CC or BCC 9 01 B Z U as m dm A 22 Styles Abby Sent this one to accounting to be reviewed I m still awaiting a response on how to proceed Thanks Lex O Private Note gt Attach K Notify y KB Append response gt Update Request Update and Close Customer will not be emailed Figure 3 6 Creating a Private Note EN HelpSpot 2 6 User Manua
24. a L fa fa Abby Alberto Preferences Log Out UserScape Workspace xs Forum Search Admin Reports Portal y Filter Requests Uy Responses xj Email Staff Select Staff to Email Abby Alberto Administrator v Gus Gother To access the email staff page click the F tan tins core V Lex Levin Email Staff link within the sub navigation F sally Smith of the workspace Subject Posting Time Message Don t forget to use the time tracker within each request to log in the time spent It s necessary not only for billing but for reporting purposes Thanks labby Sena Email HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 2 15 Email Staff Page HelpSpot 2 6 User Manual Once on the page Users will see a very simple form The top lists all Users with checkboxes next to each Users should use these boxes to select those for whom they wish to receive the message The text boxes that follow are for the subject and message Unlike request notes and responses there are no formatting options for staff messages Once all fields are completed hitting Email Staffto send the message Receiving and Responding Messages sent via the email staff page go only to the main email address provided email provided at log in and not to alternative email SMS accounts from the User preferences HelpSpot uses the email address of the User sending the message as the From and Reply to address wi
25. e Eine e 30 3 THE REQUEST PAGE cccecccccscccccccccccccccccccceccccecececcccececcecececcecececeecsceeeccecececescecsccccsceccecsccceenes 32 et LIME TRACKER lion 33 3 2 CUSTOMER INFORMATION EE 33 sad Searchung Requests e 34 3 2 2 RITA AAA A a 34 39 IREQUEST NOT Eide ti vedic O 35 9 9 1 HTME Formatting di 35 3 3 2 Plain Telt 36 HelpSpot 2 6 User Manual 8 Sup NOTE TYPES AND OPTIONS sec ri ON 36 SAL PUDO NOTES A LUE AMI 37 34 2 Primate Notes iba 37 S4 3 External Notes iu ds 38 Bi GLOBALNOTE OPTIONS menenun na aea deter cacdtcacusecetescceeccccectset cectedeacnss cthacuceet tess aaa E EEES 39 3 6 REQUEST HISTORY 00 ie TRPIAEE 39 3 6 1 Indmidual Entries Up Close aula ia 40 37 REQUEST DETAILS ivi HO ned m te rr RES RE 40 EAM cu m E A U 41 Bim ici T O NN 41 3 0 REQUEST OPTIONS 25 55 5 a e eaa EUER NINE ZI NEO RES asa ia Ye ca Ye EE RR EE NRR ERR RR RET 44 3 81 My A SANA O AN 45 3 8 2 Push Request must be enabled ccscccssccssssecessccssecssscessscecscecseeecssceesseeesseeecssecseeeseaeeseaeecsaeeceeeceeeessaeeseeneceees 45 3 0 7 Set Reminder ita ti incita ri ME tU 45 3 8 4 Merge Requests Administrator and Help Desk Levels Only 46 5 8 5 Quote Public History iie ete ala EUR RR ERR aia 46 DB
26. first be saved as HTML outlined below This will hold most of the original formatting for moving into the knowledge book page 1 Open the document in Microsoft Word 2 In Word go to File gt Save As in the top menu 3 In the file dialog box select a location modify file name and change file type to save as html 4 Open the saved HTML file of your documentation in your web browser 5 Highlight desired text Copy and paste into Page Editor in HelpSpot Downloads Editors can attach related files such as forms or program files to page for easy downloading by readers HelpSpot does not limit the number of download files or file types To the reader these files will appear as links within a box at the bottom of the page labeled Downloads e Related Pages Often a topic may cover multiple pages or a topic on one page may be related to another page These connections can be highlighted for readers so they can easily locate any related material Pages can be flagged for both public and private knowledge and will be displayed to the reader as a link in a box labeled Related Page after the page content e Highlight Page Editors can draw prominence to pages in the table of contents by highlighting them Those that are flagged for highlighting will display in the table of contents with a yellow band of color behind the page title Hidden Page For those pages that are in progress but not ready to be published Editors can hide for
27. people can manage documentation Editors can add edit chapters and pages as well as book level properties Private Defaulted to No book is available via the portal for anyone to see Selecting Yes will make the book private and available for viewing by Users via HelpSpot Keep in mind that as soon as a public knowledge book is added it will be live on the portal To prevent Customers from seeing partial books select Yes to making your books private until you re ready to have them go live 6 3 Knowledge Book Editing Book Level Properties From within the Manage Books area existing books are listed above the Add a Knowledge Book form Books are broken out by public and private To modify any of the book level properties simply click the title to be brought to a page that contains the existing properties for modification and a way to delete a book HelpSpot 2 6 User Manual eoe Manage Knowledge Books UserScape o 2 mm Pa s am A Fi y Preferences Log Out UserScape Workspace Forum Search Admin Reports Portal 4f Manage Books 38 Book Order Gp Most Helpful gt Least Helpful Edit Users Guide Book Name users Guide Description This short description appears in the portal with the book title Choose Book Editors Editors can manage all book content chapters pages and documents Editors Active Staff Alberto Abby lt Smith Sally Levin Lex Landsman lan Gother Gus Private Private
28. readers which collectively roll up into a topic These grouped thoughts or topics in turn roll up into the larger structure of the forum Throughout this section reference will be made to both public and private forums the differences are highlighted below Public Intended for Customers and or Staff interaction These forums are available via the portal and through the Forums tab within HelpSpot by Staff only See section 8 4 for more on forums and the portal Private Intended for Staff only These forums are accessible only via the Forums tab within HelpSpot With a basic understanding of forums let s look at how forums are viewed and managed in HelpSpot 5 1 Navigating the Forums Area Users logged into HelpSpot can access all forums and forums management options via the Forums tab As shown in Figure 5 1 the landing NES EX page within the forums area is broken Dev aed AR aperi Kal into 4 sections 4f Manage Forums 38 Forum Order Y SPAM 0 gt The top of the page shows Topic Author Forum Topic Author Forum Posts calendar Integration ela Franco Customer Forum 6 mins calendar integration even Russo Customer Forum 2 Users the newest 15 posts as earl NNNM SR veniae I Ron SIA s Short cut for account mer Forum 33 mins Reminder Busy Season time ol well as topics in both public management Ll ma Wt Holiday Party Sally Staff Space 40 mins Holiday Party Abby Staff Space a Overtime Now Availabl
29. request categories Permissions for default ownership accessibility by assigned Staff and visibility on Customer portal must also be set for each category created Reporting tags for each category are an optional way that further classifies individual requests 1 3 4 Create Support Mailboxes Location Admin gt Mailboxes HelpSpot mailboxes serve as a way to seamlessly integrate email exchanges By adding individual mailboxes HelpSpot can pull all messages sent to existing support email account and create new requests or append notes to existing requests Through additional configuration Administrators can opt to route requests resulting from emails into specific categories or auto assign to selected Staff 1 3 5 Define Custom Request Fields Location Admin gt Tools Custom fields are a means to create User defined fields for the collection of meta data With 11 different types available Administrators have a robust structured framework for collecting the information specific to their product service or organization 1 4 Logging in and Getting Started When an account is created the User receives via email his her account login information Upon login Users are brought to the workspace and it is from here that we ll begin HelpSpot 2 6 User Manual 8 2 The Workspace The workspace or the initial landing page can be thought of as the hub of all request management within HelpSpot It is from here that Users can access individual
30. save Once this is done it will immediately be available for use in the folder drop down e Global Indicator Using this drop down the creator can specify if the response should be available to all Users or only themselves EI HelpSpot 2 6 User Manual Request Actions As mentioned specific actions can be tied to the use of a response not applicable when used in forums One or multiple actions can be set Available actions include changes to o Email subject Status Category and or selection of reporting tags Staff assignment the staff person must be allow to work the category Note type CC field Custom fields All custom fields are available for setting o O O OOO Sample Usage In a response about resetting a password Users will include the following actions Status change to problem solved and category change to account inquiry and select the password reporting tag In this example the User is not only creating a standardized response to what is a common inquiry but is applying actions that will categorize it correctly and change the status so the User can simply hit Update and Close Save time New responses can be based on existing ones simply by editing and using Save As 2 4 3 Email Staff The email staff function allows Users to send messages to other HelpSpot account holders These messages are not associated with a specific request and therefore are not logged in HelpSpot Email Staff UserScape a
31. 555 1212 Organization Company Co Location Seattle WA Insert Customer Information Figure 3 3 Live Lookup in Action HelpSpot 2 6 User Manual ES Functionally the following reflects the basic workflow once a User clicks the circular arrow icon HelpSpot sends all Customer information and custom field values to a script written by an Administrator or other technical support person within the company The script will look up the Customer information and compare it to what they have stored in the pre defined system database Example Active Directory Customer information is returned and HelpSpot displays the results in an embedded window If multiple matches are found a list will be returned to the User for selecting the correct one With the correct Customer selected their information and any specified custom fields can be inserted into HelpSpot 3 3 Request Note The request note area is where all the communication around a request occurs with Customers between Staff as well as with outside resources Users have formatting capability and options to create clear and detailed messages for the intended reader All notes are logged and shown as part of the request history so any User can become apprised of the work completed on an inquiry See section 3 6 for more on the request history HelpSpot offers two formats for creating sending updates via email HTML via visual editor or formatted text or plain t
32. Editor s view only until they are ready to go live When looking at books via the KB tab note that hidden pages will display in the book table of contents with red titles 6 7 Editing Pages in Chapters From the book s table of contents page click the title of the page for editing Once on the page Editors will see the page as it is displayed to the reader The bottom of the page contains an option to clear all most least votes for a page Above the page contents Editors will see a link to the Edit Page Click it to be brought to the page editor 66 HelpSpot 2 6 User Manual When making significant changes to a live page consider clearing all votes This will allow Editors to assess the usefulness to your readers of the new page content You can quickly navigate to other chapters within a book by using either the breadcrumb navigation just above the page title or the forward backward navigation just below the page content 6 8 Book Order To modify the order of books both public and private use the Book Order sub navigation link within the KB tab as shown below Book Order UserScape DM a E A Abby Alberto Preferences Log Out Workspace KB Forum Search Admin Reports Portal Manage Books 3g Book Order S Most Helpful A Least Helpful UserScape On the ordering page simply Book Users Guide 0 type in the number to set the Advanced Guide Pp desired order Changes take effect immediatel
33. Manual e Closed This drop down allows Administrators to close a forum preventing any posts from being added As part of the creation process this is defaulted to No however can easily be changed via the drop down if so desired 5 2 2 Forum Management Forum properties are easily accessible by clicking on the Forum title from the Manage Forums page The properties listed are the same as those completed during the creation process Hiding forums from the Portal If you wish to remove a forum from the portal without losing the discussion by deleting set it to private by selecting Yes in the Private drop down as part of the forum properties This will remove it from the portal and make it accessible only through the Forum area of HelpSpot When a Forum has served the desired purpose and the discussion is no longer valid Administrators can opt to delete the entire Forum by simply clicking the Delete Forum button This will remove it from both the portal and Forums area of HelpSpot 5 3 Ordering Forums Forums both public and private can be ordered through the Forum Order link within the sub navigation of the Forums tab Type the desired number order and hit the Save Order button Forums UserScape 5 4 Create a New Topic SA e From the Forums tab clicking the forum name presagi erge rer will bring Users to a list of all topics within the Sui gt s dicm forum Below the list of linked topics there is a form for adding a
34. My Queue the default view in the workspace However this can be modified to any view available to the User simply by clicking the Make Default Workspace link below the request grid 2 3 7 Filter Summary For every view there is a quick summary available below the request grid and filter options When a view has 500 requests each page will include an individual page summary and not a summary for the entire view Summary points include e Acount of open closed and urgent requests Abreakout by status with a count for each Abreakout by category with a count for each HelpSpot 2 6 User Manual ES 2 4 Top Navigation Just under the Workspace tab there is a sub navigation of workspace specific functions Unlike left navigation links top sub navigation items load within the entire workspace and not just within the request grid area These actions are briefly summarized below and discussed in depth in subsequent sections e Filter Requests As described in previous sections of this chapter filters are custom created request views These views can be created by individual Users for personal use or by Administrators for all Users global o Only Administrators can create global filters o Guest level accounts cannot create or view filters Responses Responses are predefined messages that are available to Users when updating requests and or responding to forum posts Responses can be created to contain placeholder informat
35. Note amp Notify y KB amp Append response gt Open Lex 6 publienota optional Note will be emailed to the customer and available online Open Sally 13 Email subject Information on Your Request UserScape Hello Based on your message and those sent in by others we ve been able to isolate the log in issue you re experiencing to a server outage for selected customers in the mid west region We re working to restore access as soon as possible We will send an update as soon as we have additional information Thank You Support Team Send email from systest systest userscape com co serveradmin userscape com mail Bee mail Ei Requests In Batch 1D Customer Initial Request Opened 12460 Joe Smithman There s something wrong with the site When 1 attempt to December 6 2007 12458 Sally Stevens cannot access site get an error message December 6 2007 12472 lan Landsman test test test December 27 2007 12467 Tyler Tyson Information on Your Request Hello How do you create new December 19 2007 12463 Martha Madison Cannot get to site trying to get to the site but cannot Can December 6 2007 12462 Stacy Levin site down Can some please tell me if the site is down I December 6 2007 12456 Bobby Braniff terminating service hello we no longer need this service can December 4 2007 HelpSpo Documentation HelpSpot Forums Licensed to UserScape erto Prefe
36. R LER ERU Rara EN eR E a e direi iraniani 41 Table 3 7 2 a Custom Field Types Defined ccsscccsssccssscsssecsscscsssccssscessssscsssscsnsscsececsesseseseceusescsesecsesecseseesenecseseseseneesenss 43 Figure 3 12 Request Options iran 44 IEg re 3 8 1 Applying Saved Note Drafts nesses eee tetas eta ERA ERI ARONA ERN E REPRE REATO ENTREE EE KETE RKE EENE ERTE RR ERR SER ERI 45 Figure 3 13 Push Request 1r ACDOD 2 inira is 45 Figure 3 14 Request Merge 1m ACUOD issue earn RARE A aa 46 Figure 3 315 In Request Navigation deter eerte Eni E RR EROS RENI CERIALE e Dane ELE Re scanewcgussccesavees rta 47 Figure 4 1 Data Search Sample Results Set eese esee eeseeeeeeee non n none ettet nn nennen eene e entes non non enne tnn eene 48 Figure 4 2 Customer History Search Sample Results Set eese ee ene nennen enne nne nnne 49 Figure 5 1 Accessing Forums in HelpSpot eene none non none Ron ani sde ebnek aire Ei ihien aiai sense nennen 50 Figure 5 2 Forums Management Area in HelpSpot eseeeeeeeeeseeeeeeee eene enne tenente nnne nnne nne nn snnt ennt stent nn enne enne nns 51 Figure 5 3 Topic List and Topic Creation Form ui 52 Figure 5 4 Inserting Knowledge Books Links in Posts iii 53 Figure 5 5 Using Prepared Responses in Posts eene nnee nnne nnetnne enne enne nnns nneennsn nne ten sentent nn senes nnenne 54 Figure
37. Request via iPhone e The More link shows Customer and request details exception custom field data e Complete request history can be accessed through the Show log items and notes link Navigation is simple From any page use the arrow at the top left or the Menu at the top right 7 2 3 Knowledge Books Knowledge books are available via the iPhone only for the purpose of reviewing existing chapters and pages 4 K Books da Users Guide 1 Introduction 2 Getting Started 2 1 The Basics Figure 7 6 Knowledge Books iPhone 7 2 4 Forums When accessing forums via the iPhone Users have the ability to e View the latest posts and topics e Create posts Delete posts as needed Reply to posts Users cannot add edit content Editors those with permission to edit books must access the books via standard HelpSpot to make any changes HelpSpot 2 6 User Manual The more advanced moderation such as flagging known users or using responses in posts can only be done via standard HelpSpot 7 2 5 Settings This page houses a Users iPhone specific settings preferences Currently only defaulting to My Queue is offered however settings will be added in the future HelpSpot 2 6 User Manual 8 The Customer Portal The portal is the Customer facing site for HelpSpot It s designed to enable self service and provide Customers with a centralize location for all support related information activities From the portal Cust
38. Support Staff Team Member Emall a Ian Johnson Emall Moderate Post Known User Turn into Request Figure 5 6 Labeling Known Users in Forums Labels are added by clicking the Known User link just under the individual post Once on the label page you can opt to use an existing label or create a new one using the text box below the drop down Labels are applied to all forum posts created by the designated reader and are displayed in both the portal and the forums area within HelpSpot The label is tied to an individual via a browser cookie if cookies are cleared or another browser is used the label will not be applied to subsequent posts 5 8 Topic Moderation AIl topic moderation occurs within the Forums tab of HelpSpot at the topic level The Topic is sticky The topic will always appear at the top of the topic list moderation options for the topic level are se a displayed in the Moderator Topic Controls box me tes v be sini just below all posts within the topic as shown in opine Tope Figure 5 7 Hel S ot Documentation HelpSpot Forums Licensed to UserScape Figure 5 7 Moderator Topic Controls Moderator capability is limited to those who have been given permission by an Administrator ES HelpSpot 2 6 User Manual 5 8 1 Creating Sticky Topics If Moderators wish to draw attention to a specific discussion or topic within a forum they can do so by selecting Yes to the Topic is Sticky qu
39. a Madison t to site trying to get to the site but cannot Can some please Sally Smith 5 months 2 weeks Stacy Levin site down Can some please tell me if the site is down 1 cannot see to get to Sally Smith 5 months 2 weeks iy count in Workspace navigation Bobby Braniff terminating service hello we no longer need this service can you please Sally Smith 5 months 2 weeks C RSS feed should only contain public notes Paul Peters creatin sub accounts how do you create new sub accounts within the Sally Smith 5 months 2 weeks Sara Bowers cing que Can you please provide me with information on how much it Sally Smith 5 months 2 weeks Steve Mahtani dd 5 We need to add 3 users to our account Can you please Sally Smith 5 months 2 weeks Mitch Gibsson Trying to find the place in the site that talks about order processing 1 need to Sally Smith 5 months 2 weeks E E E E E E E E E E HelpSpot Documentation HelpSpot Forums Licensed to UserScape L Figure 2 10 Creating a Filter All Open Request HelpSpot 2 6 User Manual Case 2 Requests worked by specific Users To access all completed and closed requests a User builds a filter to see all of the requests they ve worked and closed As part of this filter they also want to see at a glance why the request was closed Conditions 1 2 Preferences Open Close drop down set to Closed Assigned to set to the Users name Order Request by is changed to Date Closed d
40. ain HelpSpot Forums Licensed to UserScape Indicator of those that need a reply e The Reply to column using the circular arrow or Last Public Note by When blank without a Staff name listed than the Customer was last to respond 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 2 weeks 5 months 5 months X Contacted Via X Customer X Assigned To 3 Initial Request X Age E select a column to add 3 Options M Display count in Workspace navigation RSS feed should only contain public notes Figure 2 13 Creating a Filter Monitoring Response Time 28 HelpSpot 2 6 User Manual 2 4 2 Responses Responses are predefined messages available to Users when updating requests and or responding to forum posts All account levels have the ability to create and view responses however only Administrators can create modify global responses il Pa D Pa law A len Landsman Preferences Log Out Workspace MICI EI ea Responses can be created with stylized T Filter Requests ly Responses sj Email Staff text bolding bulleted lists etc and Response Title ea contain placeholder information such as assigned Staff members email nses are predefined answers to commonly asked questions Responses can include information placeholders which Request respor ME RANE ad
41. al note option Notes are defaulted to public To make notes private uncheck the public box just below the note box The time tracker if enabled is available through the Time link at the top of the page Responses must be used prior to any other updates The application of a response causes the page to reload losing any data that hasn t yet been saved e To set reporting tags and custom fields Users must first select the category click update than go back and add the reporting tag and or custom field 7 1 3 Forums Using the forums icon on the top navigation Users can access all the latest posts and topics for both public and private forums Clicking on a post title will bring the Users directly to the thread to post a reply There is no moderation capability via the mobile version of HelpSpot HelpSpot 2 6 User Manual E See chapter 5 to learn more about forums 7 1 4 Log Out The last top navigation icon is for logging out when the session is completed Once logged out Users will be returned to the mobile login screen 7 2 iPhone Interface Click the iPhone icon on the login screen as shown in Figure 7 4 The iPhone username and password are the same as those used for the standard web interface of HelpSpot Once in the iPhone version of Helpspot Users will be on the Ema homepage Password By B Figure 7 4 Accessing HelpSpot for the iPhone Add access to HelpSpot to the iPhone h
42. ates 2 days 0 i Open Lex 13 Open Sally 8 Figure 2 1 Getting the Lay of the Land The Workspace 1 Left Navigation This area includes all of the links running along the left side of the screen These links provide access to varying request views and related actions Once a User moves to another area of HelpSpot for example Admin or Forums this navigation is no longer present 2 Request grid Conceptually the request grid is the display area for requests meeting specified criteria Criteria will vary depending on the filtered view a User is in The criteria used to determine the requests displayed in the request grid for any given filtered view are defined by HelpSpot 2 6 User Manual Users or Administrators through filter creation System default views the Inbox and My Queue Functionally it provides both a quick look at multiple requests as well as a means to access individual requests 3 Top Navigation Within the Workspace tab there are a few sub navigation items for features specific to the workspace S Requests live in one of two states assigned or unassigned the basic criteria for many system default views and actions 2 2 Left Navigation Links Within the left navigation of the workspace Users will find links to the functions and request views available in the workspace All left navigation request views load within the center or request grid area 2 2 1 Inbox On a very broad l
43. ators can use Regular Expressions to verify Expression icut input Alternative Phone 222 222 3 P Alternative Phone 222224 2 AJAX Selection Drop down list populated from a server side script 1 FIHS78D Blackpatron E Checkbox Create simple yes no field Use Assistant as primary contact n Numeric Capture numeric values Related Order Number 123443 Decimal Capture numeric values that include decimal points Order Total 273 98 Custom field values are applied to the request as soon as the Update Request or Update and Close buttons are clicked Custom field changes updates are logged in the request history If a category changes any custom fields selected under the previous category will no longer apply unless included as part of the new category Uses for Custom Fields Because they are consistently collected for each request custom fields can be used to create e Reports monitor requests by key indicators as defined by Administrators not HelpSpot Filtered Views quickly navigate to requests that meet values specified in custom fields e Automation Rules perform actions on requests based on organization specific information My Note Drafts 1 Push Request Set Reminder Merge Request Quote Public History e Subscribe 3 8 Request Options Move to Trash This area shown in Figure 3 12 contains all actions that support the management and working of Customer requests View in Portal
44. books are only accessible to users with HelpSpot accounts No 7j Save Changes HelpSpo Documentation HelpSpot Forums Licensed to UserScape Figure 6 2 Editing Book Level Properties Sections 6 4 6 9 are applicable only to those that have been designated as an editor 6 4 Adding Chapters From the KB tab select the book to add chapters to Once on the book s table of contents page there s a link at the top to Add Chapter as shown below This link will be above existing chapters if any Editor Controls Add Chapter Figure 6 3 Adding A Chapter to a Book 62 HelpSpot 2 6 User Manual The Add Chapter link brings Editors to the Add Chapter form as in Figure 6 4 Chapter Title Knowledge Books UserScape Required 0 5 fa fa Abby Alberto Preferences Log Out Forum Search Admin Reports Portal i Order in Book 4f Manage Books 3 amp j Book Order 4 Most Helpful qb Least Helpful Indicates where Knowlecge Books Users Guice in the book the chapter will fall Chapter Title lAdministrator Settings relative to any Order in Book a After Account Information z existin andix 5 A RR tecti cy appear at the end of a book and are not numbered chapters This is No vj Hidden especially helpful Hidden Gase are only viewable to editors to have when chapters are Aee cramer being created out of sequence HelpSpot Documentation HelpSpot Forums Licensed to UserS
45. called private and are accessible only within the KB area of HelpSpot However Staff can opt to view public knowledge books through either the KB area of HelpSpot or the portal See section 8 3 for more on knowledge books and the portal From the workspace click the KB tab to go to the knowledge book viewing management area Knowledge Books UserScape Oo mi 0 5 em fa A Abby Alberto Preferences Log Out Forum Search Admin Reports Portal Manage Books 38 Book Order w Most Helpful Least Helpful w Public Knowledge Books Users Guide Editors Abby Alberto Sally Smith Lex Levin lan Landsman Gus Gother This guide provides new users with everything they need to know for getting up and rolling Advanced Guide Editors Abby Alberto Sally Smith Lex Levin lan Landsman Gus Gother All the ins and outs for the more advanced users amp Private Knowledge Books Support Desk Policies and Procedures Editors Abby Alberto Sally Smith All polices and procedures for all support staff HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 6 1 Accessing Knowledge Books in HelpSpot The sub navigation within the knowledge book area allows for the creation and management of knowledge books Below is a quick look at the function of each sub navigation item e Manage Books link brings Users to the knowledge book creation page and provides a list of existing books to modify book level properties
46. cape Figure 6 4 Add a Chapter Form e Is an Appendix If so HelpSpot will default the placement of the chapter after all existing chapters Hidden While chapters are in progress they can be hidden from view to everyone except Editors Selecting no will make them live Save time during initial public book creation and make the entire book private until you re ready to go live rather than hiding individual chapters Hiding chapters is best used when adding chapters to an already live public or private books 6 5 Editing Deleting Chapters From the book s table of contents page click the chapter title to edit Once in the chapter there is an option to Edit Chapter This link allows Editors to modify any of the chapter level properties or delete that chapter from the book 6 6 Adding Pages to Chapters From the book s table of contents page click the title for the chapter where pages need to be added All existing pages are listed within the center box Just below the title of the chapter there is a link to Add Page Clicking this will begin the page creation process HelpSpot 2 6 User Manual Editor Controls Edit Chapter Add Page Figure 6 5 Adding a Page to a Chapter Adding pages is a two step process First page title and order within the chapter must be specified eoo Knowledge Books UserScape o i Pa A Com gt Preferences Log Out Workspace Forum Search Admin Reports Portal Manage Books 3 Book
47. ch Customer ID amm Via First Name Last Name Email Phone Number company com Fi Search Results 4 Found ID Open Opened 12460 Yes 12459 Yes 12456 Yes 12404 No Data Search Tips December 6 2007 December 6 2007 December 4 2007 December 4 2007 CustomerID Customer Em Joe Smithman ID com Brian Brinksman bbman company com Bobby Braniff bbraniff company com Joe Jackson joejacksongcompany com Use for must contain printer password Use for must not contain printer Use as a wildcard print Combinations work printer paper Lexmark printer paper Lexmark Customer History Search Tips password Use for a phrase lost my password Use for wildcard searches Ex yahoo yahoo com yahoo HelpSpot Documentation HelpSpot Forums Licensed to UserScape Initial Request There s something Tried to log in but I terminating service I m leaving my Figure 4 2 Customer History Search Sample Results Set ES HelpSpot 2 6 User Manual 5 Forums HelpSpot s forums allow you to create an engaging self service community where Customers and Staff can contribute to the collective knowledge of your products services Forums have a hierarchical structure At the lowest level there are posts where readers will put their questions and or comments and other readers will respond comment Posts can be thought of as individual thoughts submitted by
48. clicking the red X next to each To reorder the list simply grab the double headed arrow and drag up or down To add columns use the drop down below the list to select the desired column Once selected it will appear at the bottom of the list and can be reordered using the double headed arrow Column width size can also be adjusted for display in the Workspace HelpSpot defaults to most logical sizes based on standard modern displays However clicking on the value will allow you to enter the pixel size preference for the column This is often changed for those installations wishing to see great amount of data for the column for example Initial Request Those with the double headed arrow will dynamically size correctly to fill the remaining screen space e HelpSpot defaults to showing the request count in the left navigation of the workspace however this can be unchecked if desired e Advanced Options o Show Urgent Requests Users can select whether urgent requests are moved to the top of the request grid regardless of how Order Request by is set or if they will appear inline o Group Requests by Another way to change the display of requests in the request grid is to select an element for grouping by Elements available for grouping including time today yesterday hour day month custom fields assignment and status o Key Board Shortcuts A shortcut key will allow Users to move from any page within the workspace directly to t
49. des an additional drop down for selecting the operator s to define how the specified value is applied Sample operators include greater than e less than e isnot e is Using category and email as an example in Figure 2 9 it can be seen how Users would work through defining these conditions Note that conditions are added and removed by using the plus and minus signs to the right of the condition definition Filter Conditions Email j Contains vil amp company com Category Is Ej Unassigned Account Inquiries Techinical Issues Usage Figure 2 9 Setting Filter Conditions For more advanced filter creation sub or nested groups of conditions can be created using the advanced condition of ALL ANY of the following are true When either is used nested drop downs will appear where the sub condition group is created Table 2 4 1a Filter Conditions Defined Condition Definition Customer Information Customer ID Specify by Customer ID as entered by Staff inserted by Live lookup Email Based on Customer email address can do partial or whole matches First Name Whole or partial match based on Customer first name Last Name Whole or partial match based on Customer last name Phone Whole or partial match based on Customer phone number Request Details HelpSpot 2 6 User Manual Request ID Contacted Via Status Open Closed Is Urgent Category Portal Reporting Tags Opened by Assigned to Updated by E
50. dresses or request IDs Password Reset Response Formatting options Preview Te ven your peca hane tte E log ge Additionally specific actions can be 1 Log in using current account information Your email our records indicate it is CUSTOMEREMAIL 2 Click the My Account link at the bottom right of the homepage AA LOA D han ae tied to the use of a response ie dido changing categories status or assignment As with the use of the response itself the associated actions can be a huge time saver for Staff insert Placeholder 12 Folder general 18 E3 globally Available Response Using the Responses link within the ves Request Actions sub navigation brings Users to the Set other request values when using this response Empty fields are ignored Shams Sil a fer l response management page The page Cange status Te is divided into two sections the request oat cago d response list and the Add a response Change Reporting Tags To Compara form as shown O Software User Account Access Request RI Password Change Assigned Staffer To Staffer must be pr of the assigned category Change Note To E Add To CC Field Separate each email with a comma Add To BCC Field Separate each emall with a comma es HelpSpot Documentation HelpSpot Forums Licensed to UserScape le Figure 2 14 Overview of Response Creation List Page Pre defined responses don t necessaril
51. dual post From there Users will be brought to the request page where the request can be managed as they would any other When a post is turned into a request a link will appear within the message to bring readers directly to the forum thread on the portal HelpSpot 2 6 User Manual ES 5 7 Flagging Known Users HelpSpot provides the capability to flag posters readers that create posts within a forum with a text based label This is useful to indicate those that are expert users or a Staff person The label can help add creditability to the post s or put the appropriate context around a comment Figure 5 6 shows how labels will appear within a post a E m Abby Alberto Preferences Log Messias e MEME E Forum E GE o 4f Manage Forums 3 amp j Forum Order amp SPAM 0 Forums gt Customer Forum gt Short cut for account management w Short cut for account management Does anyone have any shortcuts for updating account info 1 ask because 1 wanted to update it via the order process and I was wondering if it would say to my account Moderate Post Known User Turn into Request Tim Mailer Email bed December 11 2007 01 46 PM I ve updated from the purchase page without issue Just make sure you check the save to my account box Hope this helps Moderate Post Known User Turn into Request Tim lan is correct If you check the box during the purchase process all information will save to your account Lex
52. e s eeeeeseeeeeseeeeeeee eene nnne nne nnne nne nen nan nn nne tenente nnne nnne 27 Figure 2 14 Overview of Response Creation List Page enne ense nnee then nne enne ntes ense nn stent nn seen 28 A ER 30 Figure 3 1 Overview of Request Page ie 32 Figure 3 2 Time Tracker Fields for Logging Time eeeeeeeeeeeeeseeee eese enne nn eene nnne nnne nne tenen enet ene nne tenete tenen 33 Figure 3 2a Customer History Searcliu2 eee Ie eciet ide 33 Figure 3 2 1 Customer History Search eer rr tero Eee RAINER Ii AIRONE ddr 34 Figure 3 3 Live Lookup Ih ACON asirio tirienn a A Ra PATE I 34 Figure 3 4 Using Preview with Formatted Text iii 36 Figure 3 5 Using CC BCC Options with Public Notes nennen nnee nne nnet nne nntn ene nne tenete et nns tenen 37 Figure 3 6 Creating a Private Note oasis lord ie e EIL net usa anise ERR Pe PARE EUH EN RARI 37 Figure 3 7 Creating an External Note ccscccsssccssscesssscsssccsseccessecessnccsseeessasesssssessnseseuseseeseseateesaesessuseseueesenseseausceatseseneeseneess 38 Figuire 3 8 Note Options Menl iiec steep tetur eint Yo ETERNO IST eee EE eae NU ee don EE eid e NER Ree eae dp aed eee e aea nae eS ERN e des 39 Eigure 3 9 Request HIStory NTE 39 Figure 3 10 Request Details Afeas sisis 40 Figure 3 11 Assignment Drop DOWD cione rientrare rina e HRS ERR IRE CH ERE re LEE
53. e ernative Tone Figure 9 3 Out of Office Assignment Drop down on Request Page 9 3 3 Creating a Signature Similar to any mail client Users can create a signature block that is appended to every outgoing message update public and external notes HelpSpot 2 6 User Manual HelpSpot offers both a text and HTML signature format to account for varying system configurations As such it is recommended that Users complete both text and HTML to ensure the signature is included When creating the HTML version of the signature Users must use formatted text mark up See section 3 3 1 for more on formatted text There s a third tab within the signature creation area for creating a mobile specific signature This signature will be used only when a User creates a note using HelpSpot mobile Often a varying signature is used to inform the reader the note was created on a mobile device 9 4 Notification The notification area allows Users to configure where and under what conditions they receive a notification The list below outlines each of the notifications options 9 5 Send notification via email Checked by default so any system notification and request updates will generate an email Alternative email notification Unchecked by default this option sends all notifications to the alternative email address as described in section 10 3 1 SMS notification options HelpSpot allows Users to send all notification that would ty
54. e Abby Staff Space 43 mins het hi for acc si Dian AIMER and private forums Reminder Busy Season time Abhy Staff Space 49 mice management nam cm E 3 a Holiday Party Abby Staff Space 48 mins Short cut for account lan Johnson Customer Forum 54 mins The bottom of the page lists all Doppia 7 management la O reg forums allowing Users to click any forum for a complete list of AAA topics Customer Forum Staff Space Moderators Abby Alberto Sally Smith Lex Levin lan Moderators Abby Alberto Landsman Gus Gother Place for us to discuss various topics A place where customer can discuss our site Export feeds as OPML HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 5 1 Accessing Forums in HelpSpot Clicking through either section will bring Users to the topic page that lists all posts within the topic From here Users can opt to reply manage the post and or turn an individual post into a request HelpSpot 2 6 User Manual 5 2 Forum Management and Creation Forums are managed and created through the Manage Forums link in the sub navigation of the Forums tab The top of the page lists all pubic and private forums that an Administrator can manage Just below that is the Add a Forum form Administrators are the only User level that can create and manage forums eoe Manage Forums UserScape O WG E A Abby Alberto Preferences Log Out UserScape WELL Forum ESTA e a EI Z Manage F
55. ed Figure 2 8 O i Open Customer Assigned To Initial Request Age X Assigned To d Yes Steve Smith E L g t The AS12 system is missing 3 parts 1 need part 35 mins Ed Yes Billy Becker RE rout 5 trying to get the files to the accounting department Can 35 mins XA Initial Request b Yes Betty Bailey E bad printer our printer seems to be unable to print can someone please 35 mins X Age Show Filter SQL Show Fiter SOL E Select a column to add y Display Count X Display count in Workspace navigation gt Advanced Options sae HelpSpot User Manual Acmin Manuals Forums Blog Licensed to UserScape E Figure 2 8 Overview of Filter Creation Page 20 HelpSpot 2 6 User Manual Filter creation can be broken down into three basic steps 1 defining conditions 2 testing and 3 setting preferences Let s first look at the components of each step than put them together to work through a few examples Defining Conditions When creating a filter Users can define an infinite number of conditions and combination of conditions that requests must meet to be included within that view Conditions are based on individual elements of the request Customer or actions taken on a request Users must define if the requests should match any or all conditions provided for the filter For each condition there is a means to define the value via either a drop down or text field Each condition provi
56. ed Via drop down This is done at initial request creation and cannot be modified at any point there after HelpSpot does not generate the Customer ID field However Users can input a Customer specific ID from a CRM or HRM system for the purposes of aggregation and reporting based on Customer This field is often used in conjunction with live lookup See section 3 2 2 for more on using live lookup The email address within the Customer email field will be used for sending all public updates to the Customer HelpSpot also provides clickable li amp 6 count of all open requests for that enter SITO LAR customer defaults to using customer deeem Live Lookup General Search allowing Users to This customer has 5 requests currently open quickly access other in progress pustemer ID c Email requests for this customer Contacted Via i r Figure 3 2a Customer History Search ES HelpSpot 2 6 User Manual 3 2 1 Searching Requests The History Search tab in the Customer Information box allows Users quickly look up all requests submitted by that Customer Results are returned in an embedded window loads in the page HelpSpot defaults to general search an exact match against all Customer information except phone however Users have the option to change the search type to be Email address Customer ID Fullname e Lastname e Email domain match useful for finding requests submitted by Customers from the
57. een showing all the public updates made on the request including the initial request See section 3 4 for more on Staff creating public updates Just below all public update entries and the initial request Customers will find an open text field where additional updates or attachments can be provided if enabled Customer updates via the portal are shown within the request history of HelpSpot as a public update For more on Staff views of Customer updates see section 3 6 8 3 Knowledge Books Public books are highlighted in four areas within the portal The portal homepage lists the knowledge book pages editors highlighted during the creation process e On the portal homepage those pages voted most helpful e The left navigation will list all public knowledge books Searching can be done within knowledge books Once a knowledge book title has been clicked readers are brought to the table of contents which includes all live chapters pages with editor specified pages highlighted for the reader if applicable Chapters and pages are numbered sequentially with the chapter number preceding the page number as shown in Figure 8 4 HelpSpot 2 6 User Manual Users Guide Home Home gt Users Guide Submit a Request Check on a Request Users Guide This guide provides new users with everything they need to know for getting up and rolling Knowledge Books 1 You re Ready Now What Users Guide 1 1 Getting Rolling Top 10 Mu
58. eesseeseeseseeeseeeseeeeeeeseseseseeeeeseeeeeeeseees 60 0 4 ADDING CHAPTERS eee ren eh yn o ERR CERE KTFRREEERE FER RR ERR EVO PNE QXE EAE R RA Ve UT ELE ER EE FEQ FAR ETE SISI IENA TANA SRI AO ERR ER ER Een e ERAN ARA RES 61 6 5 EDITING DELETING CHAPTERS 75 1 ertet Seceh sntevcedensesdavencveccdvicevdadeisdssi vasednasnddesadvvasvendesdansddedacesbeebuessndedsduvoeezeeeedss 62 6 6 ADDING PAGES TO CHAPTERS scsscsceacecvetecesecosahencascacbadecnacdecadecandecsaeeccect nesses a FER doi rosana SIRIO Re Fux S RE e CERE EE Re SER Reb R 62 6 61 Page Editor esas eee gp HR RES He Aia 64 O27 EDITING PAGES IN CHAPTERS 14335001231 030 pal Fe ESSERE STRE CES ANITA SARCA RARA RI IS DOTROUEPRLEF R UE S EROR SERE e ESSET ISSN AS RICE TES SEEN DE STR A A 65 6 8 BOOK ORDER dE 66 6 9 MOST LEAST HELPFUL sirigis ostatte ien RENT ri 66 7 MOBILE AND IPHONE INTERFACES cecscsccccccccccccccccccccccscscccccscscscscscccscscscscscssscscesscsscssssoees 67 TA MOBILE NTERFACE ticas alias 67 743 The Workspace ii AIA LAGORAI di 67 24 53 The Request Page seene Pm 68 ver MP dou OOO 68 FAA L g M 69 7o az Cod ego d elo 69 7 24 AAA 69 VOCE MIB Ferd Ago o ERREUR 7O 7235 Knowledge BOOKS iie ec te tub e TENERE ERR a e 7O VAL MIB LOTUS E 7O UE O A
59. elpSpot will initially depend on Users to flag requests that are SPAM Over time while this flagging is being done HelpSpot will learn to recognize the SPAM specific to the installation and automatically flag it accordingly Users can flag requests as SPAM in either the request grid or the request itself All requests flagged as SPAM are available via the SPAM link in the left navigation From here Users can use the request grid to click into the request or select and delete it Removing the SPAM Flag If either a User or the SPAM tool incorrectly flags a request as SPAM check the box next to the request and use the drop down at the bottom of the request grid to select Mark as Not SPAM After hitting submit the request will move into the Inbox where it can be taken by any User Administrators are the only User level that can remove SPAM flag Deleting SPAM SPAM must be deleted to reinforce the systems learning process To delete check the box next to each request and use the drop down at the bottom of the request grid to select Delete SPAM Hit submit and the SPAM will be completely removed from HelpSpot 2 2 7 Trash Requests that aren t necessarily SPAM but don t need to be worked or counted towards reporting can be flagged for the Trash Using the Trash is a means for handling email bounces training test requests and duplicate requests 2 2 8 Filters Filters are custom created views of requests Each filter has a set of criter
60. escending order Is Urgent is select to inline The following column is removed from the list Open Closed The following column is added to the list Date Closed In the Group Request by drop down select Status Filter is run and saved Match all Forum Search Portal y Filter Requests Ly Responses Email Staff 7 Edi Fiter My Closed Z Edit Fitter Select the data that will be the criteria for the filtered request view Use the Save button on the right to easily access this filter in the future of the following conditions Filter Conditions Open Closed 1 closed 19 Assigned to 18 Os 18 Sally Smith 189 Run Filter Q Show al Customer Status Customer Found Solution 12445 d Lena Landsman Sally Smith Bg Terri Ladin Sally Smith bd Sally Smith d Tyler Thompson Sally Smith Status Customer Unreachable 12403 lj Mary Wiliams Sally Smith Status Problem Solved 12454 12455 12472 4 12401 12413 d Matthew Malm Sally Smith Stuart Richards Sally Smith Ian Landsman Sally Smith g Billy Bickerman Sally Smith Connie Cardozo Sally Smith Jeff Jacobs Sally Smith Sally Smith Sally Smith j Joe Jackson Katie Holmes Assigned To Initial Request e Need assistance with adding additional I ve been away on medical leave and building reports how do you build reports using the new accessing files trying to access files on the shared drive
61. escription Placeholders are variables that represent request installation specific information in standardized response templates such as auto reply email or prepared response Appropriate use of placeholders can make an otherwise canned reply feel customized to the reader For more on using placeholders in prepared responses see section 2 4 2 Below is a list of all available placeholders accompanied by a brief description Placeholders are inserted into messages updates only when the data is available Instances where information is not available no reference to the placeholder will appear in the message update Table B Placeholders with Descriptions Placeholders Description Request ID Inserts request ID for the customer inquiry Access Key Inserts the request access for quick look up on the customer portal Portal login email Provides Customer with their email address for logging into the portal to view all requests Portal login password Provides Customer with their password for logging into the portal to view all requests Customer first name Inserts Customer first name Customer last name Inserts Customer last name Customer ID Inserts company s unique identifier for Customer Customer email Inserts the Customer email as provided in the Customer area of the request Customer phone Inserts Customer phone number Status Inserts current assigned status Category Inserts current assigned category Urgent Inserts indicator o
62. ese e esses esee eese esses eese ei aoa Ea aE ES 54 bi IFLAGGING KNOWN USERS i5 es een RIMANERE EAR RREA AEREA EEEE TERRE EE FREUE RE TERERE ERREUR veces ER LESINA SIN ERES VE VR FR UR RE ERR ERRARE 55 5 0 TOPIC MODERATION en iens io irn en nuni rust rad E ose tane ae eost ioo ree ck rada eaa aea vH Ya dede duode eve eae oae drea d eua eva onde ue ada e ard 55 581 Creating SUCK TOPICS sete a RN alain ir 56 5 82 Closing Topics A i 56 5 83 SN niet TODOS ELDIR LIII 56 584 Deleting Topless 56 5 9 IMODERATING POSTS i ssesscesssaseecssevdesunsanduasvasennsdenssuesesudustwecenstesedesencendadeaveccessudaeceees iii ae 56 5 94 SPAM POSS Tt 56 502 Deleting VOTE esre nna AAD E E eta a 57 A HelpSpot 2 6 User Manual 5 10 ACCESSING AUTO FLAGGED SPAM s3 3133 sce en RES E ERR NINNA TCA ATTO TANNINI NIRO ARIA FARA RARA NA GIRARE 57 DELE LTS Pe FEO PER REPERITI RE IRE RR RIFERITI O ORE PO O ORE 58 6 KNOWLEDGE BOOKS visscieicsesisccctiesececccetiaccecececcsscssccecescutensesedseusesssscesedcevesscesscesedeccessudsveseduscseecscscsuses 59 6 1 NAVIGATING THE KNOWLEDGE BOOK AREA cesses essen eene nennen eene nennen esses esses esses esses esses ceci ceci ceci ceci cicici ceci cieee zine 59 6 2 KNOWLEDGE BOOK CREATION 333333313310 13 MF ee Eee sos ee ASINI IRSA SRI RIINA IRANIANO CARO Cua ep ne RR ua a EP RR E NR RE T ANRET cos 60 6 3 KNOWLEDGE BOOK EDITING BOOK LEVEL PROPERTIEG cccccccccccccccccccececccecceesccccc
63. estion within the Moderator Topic Controls box Sticky topics will always appear at the top of the topics list within a forum both public and private Creating sticky topics that are closed can serve as means to creating a prominent area within a forum for posting Forum guidelines rules or announcements to readers 5 8 2 Closing Topics When a discussion has run its course or if Moderators need to reign in a discussion that has wandered from the original topic clicking Yes in the Closed dropdown will close a topic preventing additional posts from being added 5 8 3 SPAM Topics If a topic seems to be automated overt advertising or inappropriate for a discussion of your product service it can be flagged as SPAM and deleted by clicking the Delete Topic as SPAM button just below the Moderator Topic Controls box on the topic page As with other areas of HelpSpot flagging SPAM appropriately is necessary to facilitate the learning of the auto SPAM filtering Over time with appropriate flagging HelpSpot will learn the characteristics of the SPAM the site receives and auto flag it as such Staff can check posts that were automatically marked as SPAM by going to the SPAM sub navigation within the forums tab From here you can delete or Mark as Not SPAM for those labeled incorrectly HelpSpot has a security word captcha on the Add a Topic form on the portal that helps limit the number of SPAM forum posts 5 8 4 Deleting Topic
64. evel the Inbox is home to all unassigned requests As such its primary function is to serve as the entry point for new requests submitted via email portal or other channel Users can take a request from the Inbox by simply clicking on the Take It button to the far left within the request grid Upon doing so Users will immediately be taken to the request page for that request See section 2 3 for more on the request grid Ownership begins as soon as a User takes a request out of the Inbox it is no longer shown in the Inbox and will instead show in that User s My Queue Requests information can be reviewed without entering the request simply by hovering over the Take It button or Request ID and using the menu as shown in Figure 2 2 This is available in all request grid views not only the Inbox I Workspace E Inbox 3 Customer Initial Request la ree 2 11 m spars for system The ASI2 system is 45 Create Request Tak t Latest Public Note files trying to get the files to the accou p Reminders _Take lt ter our printer seems to be unable to p Request Details LS Subscriptions a Submit 3 SPAM 0 E Trash 4 Filter Options Customize Columns Make Default Workspace E Tras Request 1D ID Filter Summary E Open Closed 3 0 Urgent O NM Global Fiere Status Breakdown all 18 o Active 3 Category Breakdown Default Category 3 nested filter 1 gt Options HelpSpot User Manual Ac
65. ew software 2 days 1 hour sil A Submit Beals Figure 2 4 Request Grid 2 3 1 View Heading At the top of every request grid is the name of the view as shown in Figure 2 4 For those views that are system created it will be the names designated by HelpSpot Inbox and My Queue For those views created by Administrators or Users via filters it will be the name designated during filter creation Just after the view name Users will find a request count in parentheses This count reflects the number of requests that match the defined conditions 2 3 2 Request Lists The request grid returns specific information or columns for each request that is included in the results set for the view Each request listed has a check box to the far left This allows you to quickly select the individual request s for use with the Quick Actions drop down See section 2 3 3 for more on using quick actions The Inbox and My Queue have a default set of columns that are returned Working left to right in the request grid each is outlined below The request results for filtered views created by Users and or Administrators return the columns as specified at time of creation See section 2 4 1 for information on columns specific to filtered views e Take It Inbox only Allows Users to take a request to work Once clicked Users will be brought to the request page At this point the request is assigned and will no longer be visible in the Inbo
66. ext 3 3 1 HTML Formatting HTML formatting can be done in one of two ways via a visual editor or formatted text Both provide the same end result yet require Users to apply style in different ways Visual Editor WYSIWYG HelpSpot defaults to sending receiving HTML emails so out of the box Users will see a formatting tool bar across the top of the note box to support the sending of HTML emails This tool bar functions similar to formatting tool bars in Microsoft Word and includes a spell checker to the far left if enabled during installation To format text type in the box highlight and click the desired formatting option Formatted Text For installations with formatted text enabled HelpSpot uses a formatting text mark up to modify how text is displayed Formatting covers the basics most Users would need for a note such as bolding underlining linking and bulleted lists HelpSpot converts the mark up into HTML once the User submits the update Ei HelpSpot 2 6 User Manual To apply the formatted style Users must type the designated characters For example to bold the word PASSWORD a User would have to type the following in the note box PASSWORD The Formatting Options link shown in Figure 3 4 opens a re TTT A Formatting options Preview window listing the characters that must be used to achieve we No problem we cani help Lace pila yad ent rai by the main account holder they must the various
67. f urgency if applicable Open Closed Tells readers if the request is currently opened or closed Date Opened Inserts the date the request was initially created Date Now Inserts current date time Assigned staff member first Inserts first name of current staff member assigned to request name Assigned staff member last Inserts last name of current staff member assigned to request name Assigned staff member email Inserts email of current staff member assigned to request Assigned staff member phone Inserts phone number of current staff member assigned to request Original mail subject line Inserts subject line from original message from Customer Initial Request Note Inserts the original message that created the request Custom fields NAME Each custom field is listed in the placeholder dropdown as an option Each is listed as Custom Field NAME OF FIELD Note The placeholders below are listed for each secondary portal created Organization Name Inserts name of company as defined in installation Help Desk URL Inserts a link to the Customer portal Request Form URL Inserts a link directly to the submit a request form on the Customer portal Request Check URL Inserts a link directly to the check request form on the Customer portal 86 HelpSpot 2 6 User Manual Knowledge Book URL Inserts a link directly to the knowledge book area of the Customer portal Forum URL Inserts a link directly to the forums area of the Customer
68. formatting effects and serves as a reference when oe _ Your account number so 1 can get the authorization process started applying styles email addresses for each perso Using the Preview link at the top right of the note box Users Preview can preview the message as it will appear in the email cn we can help Accounts within the main account cannot be created by the main account holder they must be created by us If you can send over the following 1 can get started Your account number so 1 can get the authorization process started email addresses for each person dd Public Note 3b Attach JD Notify Sy KB ly Append response gt Public note options Email subject Update on Your Request Send email from systest systest userscape com Add CC Email Bc Age BCC Email Update Request _Update and Close Figure 3 4 Using Preview with Formatted Text Administrators that want the benefits of being able to send stylized messages but are concerned about the potential complications of using a visual editor typically opt for the formatted text mode 3 3 2 Plain Text Administrators can opt to prohibit any formatting and only allow plain text notes to be created displayed In which case none of the text formatting options described above will exist and Users will be dependent on only what can be done via the keyboard The balance of the request page chapter will be reviewed assumi
69. ges Knowledge Books search forums Users Guide Advanced Guide Optimizing Your Settings Users Guide Accessing Editing Account Information or knowledge Avane ace Users Guide Getting Rolling Top 10 Must Do s books Forums Most Recent Forum Topics Customer Forum Calendar Intearation 2 Steven Russo Short cut for account management 3 Tim Mailer Knowledge Book Pages Rated Most Helpful Advanced Guide Sample Usages Users Guide Hardware Software Requirements Knowledge Books v Search Figure 8 1 Portal Homepage HelpSpot 2 6 User Manual 8 2 Submitting Requests Clicking the Submit a Request link will bring Customers to the request submission form as shown in Figure 8 2 Submit a Request for Assistance Home Submit a Request for Assistance Submit a Request Please complete the form below detailing your request and a member of our support staff will respond Check on a Request p g your req pp sp as soon as possible Knowledge Books Name Users Guide Billy Billson Advanced Guide Email Forums BB company com Customer Forum Phone pe Request Details Is this request urgent Yes gt This is what DID ried to log into my account This is what EXPECTED to happen I would log in without issue This is what ACTUALLY happened I was given an error message Something that looked technical I don t remember what it said Please advise Please type the sec
70. gged in This area contains the Inbox My Queue as well as all personal and global filters The name of each filtered view is linked once clicked Users will be brought to a list of all requests within that view Figure 7 2 Mobile Workspace Page 68 HelpSpot 2 6 User Manual The following information is provided for each request listed Request ID My Queue 7 Customer Name o O 12460 Joe Smithman e First few words of initial request There s something wrong with Request Age 2 hours 27 mins e Urgent indicator if applicable 1 12458 Sally Stevens cannot access site get an er 2 hours 29 mins 2 12463 Martha Madison trying to get to the site but Figure 7 3 Filtered Views in HelpSpot Mobile 7 1 2 The Request Page It is from the list of requests that Users can click the request ID Customer name to be brought to the mobile version of the request page for the individual request The layout of the mobile request page differs from the standard web interface of HelpSpot however the core of the request page functionally is available within the mobile version See chapter 3 to learn more about the request page Important differences in the mobile version of the request page are as follows e The request history is at the top of the page starting with most recent entry first Category and assignment selection are on one drop down to save on clicks Notes are either public or private there is no extern
71. go to the workspace default from any view A guide to available shortcuts can be found by clicking the Keyboard Shortcuts label To enable this feature click Off just after the label e Export as OPML Users can export a file that contains information for all RSS feeds available in HelpSpot 2 3 The Request Grid The request grid is the display area for requests meeting specified criteria The criteria will vary depending on the filtered view Inbox My Queue or custom filtered view the User is in Within this section we ll take an in depth look at the request grid layout as well as the actions that can be performed HelpSpot 2 6 User Manual Ei My Queue 8 1D Customer Initial Request Age F 9 12404 E Joe Jackson I m leaving my company at the end of the month and my 2 days 1 hour 12455 hd Stuart Richards enabling remote access I d like to be able to access my account 1 day 21 hours 12454 Bb Matthew Malm upgrading account wondering how we can upgrade our account to 1 day 21 hours 12453 Lester Lipinski training material Hello looking around your site for training 1 day 22 hours 12452 w Carl Kane creating multiple instances Hello we started using your tool last 1 day 22 hours Paul Peters creating new sub accounts how do you create new sub accounts 1 day 22 hours Lj Mister Rogers I placed an order last night 4333098 and 1 need to change the 2 days building reports how do you build reports using the n
72. he request grid for that filter The drop down provided within the preferences allows the creator to specify which key is the shortcut for the filter o Users can opt to disable this and or limit the RSS feed to include only public notes o Ifthe filter is intended to be a work queue or alternative Inbox Users should select to Never cache workspace display count With conditions and preferences set and tested the filter can be saved Hitting the Save button will bring the User back to the workspace and in the results grid for the filter 2a HelpSpot 2 6 User Manual Filters in Use Working Examples Now that we ve looked at the nuts and bolts of creating a filter let s build views to address common business needs These examples show the most direct way of fulfilling the need however because of the flexibility of filters there may be more than one way to combine conditions and preferences to achieve the same result Case 1 All open requests An Administrator needs to create a filter only for themselves to see all open requests and to whom they are assigned Conditions Open Close drop down set to Open Preferences The following column is removed from the list Open Closed Inthe Group Request by drop down select Assigned To Filter is run and saved KB Forum Search Admin y Filter Requests 1j Responses Wi Email Staff Edit Fiter Open In Progress tat ier Select the data that w
73. ia defined by the creator which each request must meet to be returned in the result set Filtered views can be created and saved on the User or global level Global level items are those that can be created and managed only by Administrators but viewed by all Users Filters are created via the Filter Requests link within the sub navigation of the workspace tab To access these custom views Users can look at the bottom of the left navigation as highlighted in Figure 2 3 All global filters will be located within the global filters folder User created filters can be organized within a User defined folder structure in which case the left navigation would reflect the individual User s folder structure HelpSpot 2 6 User Manual 28 Open In Progress 39 f No updates 2 days 3 Open Lex 8 Open Sally 8 Figure 2 3 Filters in the Left Navigation See section 2 4 1 for creating filtered views 2 2 9 Options The bottom of the left navigation contains several options for within the workspace Live Refresh HelpSpot checks for new requests or updates every 30 seconds Counts listed beside each filtered view are updated and the current view is refreshed This feature is defaulted to Off Click the On link next to the label to enable e Keyboard Shortcuts Allow Users to navigate between and within views in the workspace without using the mouse For example with shortcuts enabled a User can use the 1 key to
74. ill be the criteria for the filtered request view Use the Save button on the right to easily access this filter in the future Filter Name Match Gall of the following conditions Open in Progress Order Requests By Filter Conditions Request ID 18 Descending 4 Group Requests By Open Closed 3 Copen id Assigned To 1 Ascending i In Folder Global Filters available to all staff 19 Keyboard Shortcut none Lys Show Urgent Requests At the top 19 FI Open In Progress 13 rte roe TT iD Customer Initial Request Assigned To Age x Replied To O Assigned To Lex Levin 12468 E Tyler Tyson I m trying to create sub accounts within the main account I looked within the Lex Levin 5 months MA Contacted Via 12461 wj Billy Baigi server error 1 get the following message when I attempt to access the site Lex Levin 5 months 2 weeks X Customer 12459 aj Brian Brinksman Tried to log in but 1 cannot 1 get an error that says site not available Lex Levin 5 months 2 weeks O Assigned To Sally Smith 12460 MA Initial Request Joe Smithman There s something wrong with the site When I attempt to access get the Sally Smith 5 months 2 weeks X Assigned To Sally Stevens cannot access site get an error message Sally Smith 5 months 2 weeks X Age Tyler Tyson Information on Your Request Hello How do you create new sub accounts Sally Smith 5 months Be Sa Marth
75. in Workspace navigation 3 RSS feed should only contain public notes Figure 2 11 Creating a Filter Requests Closed by Specific User ES HelpSpot 2 6 User Manual Case 3 Creating department inbox An Administrator wants to create an alternative inbox for all requests sent in via the sales email account so three people in the Sales and Accounts department can work these requests Conditions 1 Open Close drop down set to Open 2 Assigned to is set to Unassigned 3 Mailbox is set to the sales account email Preferences In Folder set to Global Filters because this filter needs to be accessible to all The following column is added to the list Take it Is Urgent is select to the top Filter is run and saved 000 Filter Requests UserScape Pe 5 m fa Abby to Preferences Log Out Workspace KB Forum Search Admin Reports Portal y Filter Requests Responses bei Email Staff 7 Fiter Requests Select the cata that will be the criteria for the filtered request view Use the Save button on the right to easily access this filter in the future Filter Name Sales Accounts Inbox Order Requests By Filter Conditions Request ID Descending Match all 1 of the following conditions x z Group Requests By Open Closed Copen No Grouping 3 Ascending Assigned to Gs 3 Unassigned t In Folder Global Filters available to all staff
76. ing requests it can be used to address any request that does not require action and should be removed from the system Once moved into the trash from the request page a message will appear at the top of the request page notifying you the request is current in the trash and the trash link under options will be updated to Remove from Trash See section 2 2 7 for more on trash 3 8 8 View in Portal This link will open another browser window to show how the request appears to the Customer via the portal Remember the portal will only show Customers public notes and notes they created 3 8 9 Print View The Print View link will provide Users with a printer friendly view of the request in another browser window The print command within the browser tool bar can be used to print 3 9 In request Navigation When a filtered view including inbox and workspace has more than one request Users can easily navigate between requests through the use of the arrows at the top of the left navigation area This eliminates the need to go back to the workspace to enter the next request While the green arrows allow Users to move through a filtered view in a linear fashion the Unread link brings up a list to move directly to a specific request Workspace y Filter Rea Unread PR RI Wo 12461 Billy Baigi 12459 brian Brinksman ii My Queue 2 4 Customer I j Create Request Figure 3 15 In Request Navigation E HelpSpot
77. ing the portal e Phone walk up fax IM via User creation and e API covered in API Manual available online Create structured flexibility The needs of every company differ some require elaborate issue categorization and meta data collection capability while others only loosely categorize issues To accommodate all types of companies we provide a structured framework of data collection categorization that is fully customizable yet still easy to report against Require request ownership Individual ownership is required in HelpSpot Requests cannot be assigned to a nebulous workgroup or department Individual ownership is the cornerstone of driving processing efficiency and ultimately Customer satisfaction Create a clear concise request history Every request has a complete log of all actions taken and messages sent This allows any User at anytime to become current with a request 1 2 Using This Guide This guide attempts to follow the logical flow of the interface to explain both functionality and conceptual principles Beyond just the simple click this click that found in a basic how to guide we aimed to provide context and practical application as Users move through the interface HelpSpot 2 6 User Manual Reading through the guide Users will find each chapter corresponds to the major areas of the system Each section within a chapter focuses on specific functionality within an area allowing readers to move continu
78. ion the following provides Administrators with a quick look at the most important steps for getting the installation up and running More detailed Information on configuration can be found in the HelpSpot Administrator area of the UserScape site http www userscape com helpdesk index php pg kb book zid 1 The initial password for Administrators is start This should be changed after initial login 1 3 1 Configure System Settings Page Location Admin gt Settings The settings page includes several system wide configuration options that range from creating status types to defining the layout of the Customer portal Administrators should review and become familiar with each as an initial step in the set up process Status types are most useful for defining the resolution for each request ES HelpSpot 2 6 User Manual 1 3 2 Create Support Staff Accounts Location Admin gt Staff User accounts must be created and assigned access to the system The following provides a high level look at each permission level Table 1 2 3a User Permissions Levels Global and System noes Access to requests in Access to assigned Settings Gesta assigned categories requests Permission Level requests Administrators v v v v Help Desk Staff v v v Level 2 Support v v Guest v 1 3 3 Create Request Categories Location Admin gt Categories To effectively route requests and allow for concise request reporting Administrators will need to define
79. ion that is auto inserted such assigned Staffs name or request ID as well as formatted text They allow Users to save time and more quickly respond to common inquiries without the hassle of retyping information Responses can be User or globally available o Only Administrators can create global responses o Allaccount levels have the ability to create and use responses Email Staff Users can email all or selected Staff using the Emailing Staff feature These are for messages to other account holders Users that aren t related to a specific request 2 4 1 Filter Requests Creating Filtered Views Filters are custom created views of requests Each filter has a set of criteria defined by the creator using specific conditions that requests must meet to be returned in the results set Filtered views can be created and saved on the User or global level ER EL ES DEC O Workspace Forum Search Admin Reports Portal y Filter Requests Responses E Email Staff o Clicking the Filter pr rarer will be the criteria for the filtered request view Use the Save button on the right to easily access this filter in the future Filter Name L Match all of the following conditions Updated by Sally Requests link within the ace sere Filter Conditions Request 1D Descending y Workspace tab will bring EEE I avs a pie Users to the filter om creation page as shown in Sun Fiter Show al resus TK 8 contacted Vi X Open Clos
80. l e An email will be sent to the assigned Staffer when another User adds a private note The Saving Draft message in the top right of the Notes area shown in Figure 3 6 indicates a draft of the note is being saved For more on using saved drafts see section 3 8 1 3 4 3 External Notes When working through a Customer inquiry Staff may have the need to reach out to resources that do not have HelpSpot accounts For example a Staff member may need to contact an external vendor to further research a specific Customer issue The external note capability allows Staff to work with the necessary resources while still having the entire interaction logged within the request history Customers do not receive email updates when an external note is used only the specified recipients wil s TE receive the message when an external note id B Z U s ini i vb Styl is created 9 9 ei alaz Steven Just wanted to notify you that Tyler Tyson has requested additional accounts to be created within your main account Prior to doing this 1 will need your approval as you are listed as the account holder i will await your response prior to proceeding Thank You Lex E External Note IR Attach J Notify KB Wy Append response gt External note options Email subject Account addition Send email from Systest systest userscape com zi x steven companyco com Add TO Email x tt companyco com Add CC Emall Add
81. l paginate and the navigation will become active 2 3 5 Request Grid Options HelpSpot provides three options for outputting request grid results 1 RSS Any view can be tracked via RSS and viewed outside of HelpSpot by any RSS reader 2 Print The request grid can be printed as seen on the screen 3 Export to Excel The request grid can be exported into Excel for further manipulation 2 3 6 Filter Options All filter options are just below the request grid Customizing Columns Inbox and My Queue At the bottom of the request grid in the Inbox and My Queue views is a link to Customize Columns Clicking this link will bring Users to a page where they can use the drop down to select and add columns The X mark and double headed arrows can be used to remove and drag and drop columns to the desired place in the display See Appendix A for a complete list with descriptions of columns Edit Filtered Views Request grids for filtered views created by the User for their personal use can be modified through the Edit link found at the bottom of the request grid Once clicked Users are brought to the filter create edit page The same is true for global filters however only Administrators can modify these filters See section 2 2 8 for more on creating editing filters Save time New filters can be based on existing ones simply by editing and using Save As Setting Default Workspace As mentioned in previous sections HelpSpot makes
82. licked it will check the contents of the box and highlight those words that are misspelled not recognized Clicking on the highlighted word will bring up a list of suggested changes simply click to insert o Formatting Options In selected areas HelpSpot uses a formatting text mark up to modify how text is displayed to end Users The Formatting Options link opens a window listing the characters used to format text Sample Usage Enter the following in the text box special would display to Customers as special o Preview If Users wish to preview a message as they type clicking the Preview link will load a box that shows the response as it will appear to Customers Formatting Options and Preview applies for only those keeping HTML email default Insert Placeholder dropdown Users can included a number of auto text placeholders in a response HelpSpot automatically replaces placeholders with the appropriate information prior to sending Users include placeholders for assigned staffer first name and phone number This will insert the first name and phone number as listed in the Staffers preferences Since a prepared response can sometimes feel auto generated staff related placeholders are often used to reassure Customers of inquiry ownership See Appendix B for placeholders e Folder Responses can be grouped into folders to keep like responses together To create a folder click the new folder icon Type the folder name and hit
83. link for the access key and customer portal password The request ID is what Users will use to look up requests within HelpSpot This differs from Customers who will look up the individual request in the portal using the access key When customers wish to access all their requests on one screen they must login using their email and password See section 8 2 1 for more on the Customer Portal 3 7 1 Status Users have the ability to assign a status to a request A status assignment can reflect a milestone in the resolution process including what led to the closure of the issue For example HelpSpot provides the following by default active problem solved Customer found solution Customer unreachable and software bug S To close a request Users must select a status type other than Active HelpSpot comes by default with a few status types to get Users started however Administrators can customize the list of status types 3 7 2 Category On a very basic level categories are used in HelpSpot to group like requests together This grouping can range from defining the nature of the inquiry to specifying the work group department responsible for resolution HelpSpot s flexibility allows organizations to best define the function that the category assignment serves Beyond just a simple label each category defines the types of meta data collected for a request by tying request assignment reporting tags and custom fields directly to the category
84. ll return the User to the filtered view they were in prior to entering a request Selecting this option will bring Users to a HelpSpot 2 6 User Manual request summary page once a request is closed Enabling this option will give Users an opportunity to double check a request after closing but before moving to the next request Show Getting Started Menu in Workspace By default HelpSpot will show all Administrators the Getting Started menu as a quick reference This can be turned off or on for other permission levels simply by checking the box Number of request history entries shown by default Users can enter the desired number of request notes seen within the request history HelpSpot defaults to showing 10 request history entries Regardless of the number set in the preference Users can see all request history entries simply by clicking the Show All link at the bottom of the request history list on the request page Default Request History View Users can specify if they wish to see Full Histories or Only Notes for every request they view HTML editor for HTML notes For systems with HTML notes enabled system default Users can opt to create HTML notes via the visual editor formatted text or use the system default which could be either method system default is the visual editor Use of either the visual editor or formatted text will result in an HTML email being generated HelpSpot defaults Users to the system default the no
85. mail subject Mailbox Request history search for Minutes since opened Minutes since closed Minutes since last update Minutes since last public update Minutes since last Customer update Relative Date Since Opened Relative Date Since Closed Request Updated Specify by auto assigned ID given to each request Select among the list of system generated contact methods Select among the list of status types defined by an Administrator Filter based on whether a request is open or closed Select requests flagged as urgent Select from all categories active and inactive or requests that are not yet assigned to a category Select from which portal a request entered the system Only applicable for those installations supporting multiple portals Select from all reporting tags When looking among requests entered manually specify the Staffer who opened them Filter based on current Staff assignment See all requests ever updated by selected Staff Whole or partial match for email subject based on text provided by User Select the mailbox by which the Customer inquiry initially entered Mailboxes listed reflect those created in the Administrators area Custom Fields All Custom fields in the installation are listed as a filter Condition The type of Custom field determines the type of operators that follow Search Whole or partial match against all notes within a request public and private Customer and Staff based on
86. me tracking is primarily used by organizations for billing purposes To open click the header and time logging fields will be displayed Time Tracker NM Figure 3 2 Time Tracker Fields for Logging Time The date and User will be pre populated by HelpSpot but can be modified if needed Time is entered manually or through the use of the stop clock When manually entering time decimal or standard time format for example 2 5 or 2 30 is accepted in the hours minutes box When using the stop clock click the arrow when work starts on the request and click it again when work is complete The time lapsed will be logged for the entry A field is provided to provide a brief description of the work completed during that logged session Once Users click the Log Time button the time will be listed as part of the aggregate time spent on the request To report time logged across all requests Administrators can run time tracking reports via the Reports tab 3 2 Customer Information For every request HelpSpot provides fields for logging Customer specific information as shown at the top of Figure 3 3 HelpSpot will automatically populate as much information as possible for requests initiated via the portal form or an email For requests manually entered by Staff the Staff member must enter the Customer information as part of the request creation process All Customer fields can be edited entered at anytime the only exception is the Contact
87. min Manuals Forums Blog Licensed to UserScape Figure 2 2 Request Preview in Action HelpSpot 2 6 User Manual 2 2 2 My Queue As mentioned in the previous section once a request is assigned to a User it is no longer available through the Inbox and can be found in the User s My Queue Request assignment can occur in several ways User takes a request from Inbox one User assigns a request to another User or an automated process handles the request Once a User clicks My Queue the request grid in the center of the screen will load all the open requests assigned to that User logged in Additional views or filters can be created and saved for viewing requests assigned to others See The list of requests shown here will vary between Users because it reflects the requests assigned to the person section 2 2 8 for creating managing filters HelpSpot uses My Queue as the default view when Users login and click the Workspace tab However this is customizable allowing Users to select any filtered view as the default 2 2 3 Create a Request Unlike the Inbox and My Queue areas the request grid will not appear when clicking Create a Request Instead Users are brought directly to the request page for the purpose of creating a new request in the system The Create a Request ability allows for the support of channels not directly integrated into HelpSpot such as phone IM walk in or staff initiated This allows in
88. ng the default HTML visual editor mode 3 4 Note Types and Options Users can opt to create different note types depending on the targeted audience As we review the note types keep these key HelpSpot principles in mind Customers receive email notices only when a public note is used All note types are logged within the request history e The assigned Staff person receives an email when other Staff person updates the request e HelpSpot appends the request ID to every outgoing message for the logging replies in the request history HelpSpot auto saves notes every 30 seconds and allows Users to apply saved drafts prior to submitting See section 3 8 1 for more information HelpSpot 2 6 User Manual 3 4 1 Public Notes These notes are used to provide the Customer an update on their inquiry Public notes are available to Customers via the portal and e are emailed to the Customer via the email in the Customer information box CC BCC Options Others outside of the rrrem Customer or Users can also bea receive a public note Those Send email from Default Mallbox systest userscape com v individuals should be listed bobogcompayco om Add within the public notes options area as a CC or BCC Update Request Update and Close Figure 3 5 Using CC BCC Options with Public Notes To add a recipient click the Add a CC Email or Add a BCC Email type the recipients email address and click Add
89. o a knowledge book portal page p ttings ES o 1 2 Taking Advantage of Integration E 2 Using the API o 2 1 API A Quick Definition ES o 2 2 Sample Usages ES o 2 3 Sample API s Downloads 83 Figure 5 4 Inserting Knowledge Books Links in Posts ES HelpSpot 2 6 User Manual Within the Post Rely form on the topic page Users will see a KB button with an arrow When the button is clicked a list of all public knowledge books are listed Click the desired book and an embedded window will open a list of all pages within that book Only published pages of public knowledge books are available for linking See chapter 6 for more on knowledge books Using Prepared Responses Using a prepared response in forums is a quick way to reply to posts that reflect a common inquiry In the Post Reply form Users will see the Append Response link clicking this link will show all responses both personal and global To append a response to the post simply click on response and it will be inserted in the message box where it can be used in its entirety or modified prior to submitting Sy Append response gt lE basics gt pa Reset links purchase process Figure 5 5 Using Prepared Responses in Posts See section 2 4 2 for more on responses 5 6 Turning Posts Into Requests Users have the capability to turn posts that reflect an issue or inquiry into requests by clicking the Turn into Request link just under the indivi
90. of custom fields available to Administrators for creation These data field types can be used in a various combinations to collect the information necessary for meeting specific business requirements In addition to showing custom fields on the request pages for Users Administrators can also make selected fields available to Customers via the portal web form note not all are available in the portal In these cases a custom field that is populated by the Customer will be displayed to the User on the request page The following table defines all the types of custom fields available to Administrators and a sample of how each would appear to Users on the request page HelpSpot 2 6 User Manual Table 3 7 2 a Custom Field Types Defined Field Name Drop down Drill down list Text Large Text Date Date and Time Description Provides a drop down list of Administrator defined items Provides multi tiered drop downs Best used to capture short text Character limit is 255 Best used to capture longer chunks of text Calendar look up allows for the capture of a specific date Calendar look up allows for the capture of a specific date and time Sample on Request Page North East Assistant Name Sally Stevens Mailing Address 3 Ransom Lane Required Completion Date 12 20 2007 a Preferred Contact Date Time 12 27 2007 4 30 pm ni 44 HelpSpot 2 6 User Manual Regular Administr
91. ome screen by selecting the plus sign in the browser and opting to Add to Home Screen 7 2 1 Home As shown in Figure 7 5 the homepage screen just after log in contains the areas that can be accessed via the iPhone interface The Menu link at the top right contains the same items listed within the homepage and is always accessible from any page Workspace 4 My Queue 2 14 li Knowledge Books 4 Forums Settings Figure 7 5 iPhone Home HelpSpot 2 6 User Manual 7 2 2 Workspace From the iPhone Workspace Users can e Create new requests e Access Inbox dependant on permissions level e Access My Queue short cut on landing page e Access personal global filters dependant on permissions level When creating new requests Users should be aware that the following is required e At least one piece of customer data e Anote only public and private note types are available e Category selection and assignment When viewing updating existing requests keep in mind that Custom fields cannot be updated via the iPhone A Workspace Menu Create Request Plain and formatted text is accepted View in HelpSpot Cust ID First Name sally LastName smith Email ssmith companyco com Phone Contacted Via Staff Initiated Note Reached out to me b c she s concerned about her account Please take a look thx Public Private Private Note Cat Assignment Default Category lex Figure 7 6 Creating a
92. omer service userscape com e HelpSpot provides integrated support for each page of the site Clicking the lifesaver icon provides Users with an overview of the key features on the page with some basic tips on usage These tips are highlights of the more Abby Alberto Preferences Log Out detailed information found in this manual Age 1 month 1 week Figure 10 2 Integrated Help Center HelpSpot 2 6 User Manual Appendix A Request Grid Columns with Descriptions The ability to add remove columns in the request grid allows Users to fully customize any filtered view including the Inbox and My Queue Because a column represents request specific information once added to a filtered view Users can do quick sorts within the request grid based on columns to find specific requests For more on the request grid and working with filtered views see sections 2 3 and 2 4 1 respectively Below is a list of available columns with a brief description for each Table A Columns and Descriptions Columns Age Assigned To Category Contacted Via Custom Fields Customer ID Customer Name Date Closed Date Opened Email Email Subject Initial Request Last Customer Update Last Name Last Public Update Last Update Description Shows how long since the initial request was opened Lists the User to whom the request is currently assigned Displays the current category assignment Graphical representation of how the C
93. omers can use the web form to submit an inquiry check the status of an inquiry or login to check status of multiple inquiries view and participate in the forums and look through knowledge books to find solutions While this manual uses the default portal style it s important to note that HelpSpot s portal can be fully customized to be consistent with the look of any company s website intranet HelpSpot can support multiple secondary portals This is used when separate customer facing support areas are needed Configuration is done through the Administration area of the installation Given portal functionality is consistent across primary and secondary portals the balance of this chapter will focus on the use of one the primary portal only 8 1 Portal Homepage When Customers enter the portal they ll see three distinct areas on the homepage The left navigation Links for submitting checking updating requests as well as links to any knowledge books and forums if public Center list of items Grouped lists of links to items that were highlighted by editors knowledge books newly created forums or flagged by readers as most helpful knowledge books UserScape Search At the bottom of the Screen It Home Welcome to the support center where you ll find support documentation customer forums and request allows Submit a Request submission forms Check on a Request Customers to Highlighted Knowledge Book Pa
94. on this one I believe company co is your account Thanks Abby Menu Private Note January 27 2009 11 39 AM abby admin lea tel Reporting tags updated to User Account Send from changed from Default Mailbox to Default Mailbox Reassigned from abby admin to lex level2 Category changed from to Default Category Custom field price changed from 0 to Custom field cost per Ib changed from 0 00 to Event Log January 27 2009 11 39 AM abby admin lea dj Reassigned from INBOX to abby admin Event Log January 27 2009 11 38 AM Tyler Tyson Portal Primary Portal This is what I DID trying to create sub account from my log in This is what I EXPECTED to happen sub account option isn t there This is what ACTUALLY happened What do 1 need to provide you to create these accounts Please add me as a contact as well Menu Public Note request created on January 27 2009 11 37 AM Figure 3 9 Request History 40 HelpSpot 2 6 User Manual Clicking the Showing menu at the top of the Request History allows Users the option to filter history by Full History Only Notes Public Notes or Files 3 6 1 Individual Entries Up Close While the actions that create the entry may vary the basic look and feel of all entries remains the same HelpSpot includes the following in every entry type e Time Date Stamp of action Clear label of entry type ie Public Private External Note or Event Log Use
95. ons drop down allows Users to perform actions on groups of requests directly from the request grid page which saves Users from entering the request page for each individual request The quick action drop down can be found at the bottom of the request grid for all request views Once the action is selected some require selections to be made in multiple drop down menus Users must click Submit to apply the selected change The workspace page will reload so Users can continue working within the request grid for the current view The actions available within the quick action drop down will vary depending on the User s access level but include e Moving Categories Users can opt to assign selected requests to a category and owner Just below the Change Category amp Assign heading in the drop down Users will see all categories currently active within the system Once a category is selected a secondary drop down will populate to the right with all Users authorized to work requests for the category Next to each User is the number of open requests currently assigned to him her The default User will be indicated as well HelpSpot 2 6 User Manual The User list for all categories includes the Inbox If this is selected the request s will be assigned to the designated category and returned to the Inbox When used in conjunction with category auto assignment if enabled it can serve as a means to manage workflow based on issue types e Move to
96. opic within the display Selecting Yes will keep this topic at the top of the display Once a topic is posted it will immediately be live within the forum The steps for creating a topic are the same for both public and private forums 5 5 Post Reply Replies are posted within forum topics using the Post Reply form This form can be accessed in a number of ways from the Forums tab Click the forum name from either the Public or Private Forums areas Once in the forum select the desired topic to post within From either the Newest 15 Posts or Newest 15 Topics areas click the linked posts topics The reply capabilities within HelpSpot are similar to those within the portal Users are required to provide a message and name Email address website URL and subscription to replies are optional If enabled spell checking is available Once a User posts a reply it is immediately available within the forum 5 5 1 Advanced Reply Capabilities Beyond simply adding a message in posts Users have the added ability to insert links to knowledge book pages and include prepared responses Adding Knowledge Book Links Users can elect to include links to public knowledge book pages in any posts created from within the Forums tab of HelpSpot Adding these links can provide readers with further clarification regarding a process and procedure in a way that is quick and easy for Staff u KB amp Append response gt Will embed a link t
97. or to inserting the link or simply click the page name to insert a link to the page e Append Response As covered in section 2 4 2 Users can create prepared responses for quick use by Staff when responding to the more common inquires To apply these responses Users can click the Append Response link to see a list of response than click the response title to insert the response text as well as apply any related actions 3 6 Request History Every action completed on a request is logged within the request history shown in Figure 3 9 Actions can range from a note to the Customer to the logging of request detail changes Logging all interactions enables any User at any time to become current on the happenings within a Customer request lex level2 To tt companyco com Email subject Update on Your Request Cc mitch companyco com Tyler Not a problem I ll need authorization from the primary account holder before 1 can add you I m including them on this message with the correct forms complete Once those are faxed back to the number provided 1 can proceed Thank You Lex 2 Save account authorization pcf Menu Public Note January 27 2009 11 46 AM 8 mins old lex level2 Email subject changed from to Update on Your Request Custom field price changed from 0 to Custom field cost per Ib changed from 0 00 to Event Log January 27 2009 11 46 AM gs abby admin IN Lex can you please work
98. orums 3g Forum Order Y SPAM 0 w Manage Public Forums Forum Description Closed Customer Forum A place where customer can discuss our site No amp Manage Private Forums Forum Description Closed Staff Space Place for us to discuss various topics No Forum Name Description Choose Moderators Moderators have administrative rights over the exchanges within the forum Moderators Active Staff Alberto Abby QW Gother Gus Landsman lan 4 Levin Lex Smith Sally p Private Private forums are only accessible to users with HelpSpot accounts No Closed Closing prevents the addition of new topics and posts No HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 5 2 Forums Management Area in HelpSpot 5 2 1 Creation Using the Add a Forum form Administrators can designate the proprieties of a newly created forum Each property within the form is outlined below Forum Name Required e Forum Description Required provides readers with an understanding of the topics for discussion e Choose Moderators Required all User levels are listed and available to be selected using the right left arrows See section 5 8 for Moderator capabilities e Private Allows Administrators to indicate if a forum is open to Customers via the portal or only available to those with HelpSpot accounts private HelpSpot defaults to no meaning the forum will be public ES HelpSpot 2 6 User
99. ost Figure 5 7 Deleting a Post Once it s gone it s gone Deleting permanently removes items from HelpSpot 5 10 Accessing Auto flagged SPAM Posts and topics flagged by HelpSpot as SPAM are accessible via the SPAM link in the sub navigation of the Forums tab Periodically Staff should check this area to ensure no legitimate topics posts were mistakenly flagged From here Staff can delete or Mark as Not SPAM for those labeled incorrectly HelpSpot has a security word captcha on the Add a Post and Add a Topic form on the portal which will helps limit the number of SPAM forum posts ES HelpSpot 2 6 User Manual 5 11 RSS Both public and private forums have RSS capability that will allow readers to follow discussions from within any RSS reader HelpSpot 2 6 User Manual ES 6 Knowledge Books Knowledge books allow an organization to create documentation for their products services Books are organized with chapters and pages providing a familiar structure for ease of navigation Throughout this section reference will be made to public and private knowledge books the differences are Public Intended for Customers These knowledge books are available via the portal and through the KB area within HelpSpot by Staff only Private Intended for Staff only These knowledge books are accessible only via the KB area within HelpSpot 6 1 Navigating the Knowledge Book Area Books intended for Staff access only are
100. other knowledge books pages which provide additional related information Make sure the Downloads Files avallable for download on this page Users jamielandsman Desktop server_matrix xls Browse Add a File Related Pages Other pages a viewer of this page may find useful Advanced Guide gt Configuration Tips gt Optimizing Your Settings Users Guide gt Installation Guide gt Hardware Software Requirements Select Related Pages Highlight Page Makes the page more prominent in the table of contents No z Hidden Hidden pages are only viewable to editors Yes i Save Changes Delete Page HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 6 7 Add a Page Second Step e Page Title Chapter and Order in Chapter are all carried over from the first step in the process but can be modified at this point if needed HelpSpot 2 6 User Manual ES e Page Content Editor The built in visual editor similar to Microsoft Word allows Editors to stylize and format the content without the hassle of hand coding the necessary web mark up Type the desired content into the text box highlight and select the desired action from the tool bar The visual editor is not supported in Safari browser Holding formatting with copy paste Editors can copy paste documentation already existing in Microsoft Word format into the visual editor to make page creation go quicker However the documents must
101. ously or skip around whichever they prefer Where appropriate there are call outs for e Usages tips suggestions for maximizing a feature can be found in yellow boxes e Keyconcepts principles on HelpSpot functionality tagged with a key icon e Cross references links to related topics within the guide 1 2 1 Targeted Audience This manual is intended for all HelpSpot Users those new to help desk software as well as those migrating from another product Administrator specific settings and configuration options are not covered in depth in this manual however section 1 3 covers the basics for getting Administrators up and running 1 2 2 Common Terms It s important to be familiar with the terms regularly used throughout the guide e User Anyone with a HelpSpot account e Staff Generically refers to any help desk staff member Stafflevel User with Help Desk Staff level permission to HelpSpot Administrator User with Administrator level of access to HelpSpot e Editors Users with capability to create knowledge book content e Moderators Users with ability to manage interactions in forums e Customer Refers to a support desk s Customers internal or external the individuals submitting requests e Request The Customer inquiry in HelpSpot e Installation The instance of HelpSpot used by a company 1 3 Getting Up and Running Administrators While this guide doesn t specifically cover Administrator configurat
102. ox for writing a reminder note e Calendar for selecting the date time the reminder will be sent e List of all active Users with checkboxes next to each for selecting those included Once set Reminders are emailed and found under the Reminders area of the workspace for included Users See section 2 2 4 for more on reminders in the workspace Reminders are never sent to a Customer and are not logged within the request history HelpSpot 2 6 User Manual 3 8 4 Merge Requests Administrator and Help Desk Levels Only Only Administrators and Help Desk Level Users will see the Merge Requests link giving them the capability to force the request history of one request into another This is often used when multiple requests are created for the same Customer regarding the same inquiry Clicking the Merge Request link will open a box where the request ID of the receiving request is entered Once entered a window will confirm the merge Options A My Note Drafts 5 Confirm Merge Merge the current request 12434 Set Reminder into Merge Request Request ID Request ID to merge into Customer ID 12449 Merge First Name k Last Name Email Opened On Move to Trash 12449 Sara Bowers sbowers corp com December 4 2007 01 00 PM View in Portal Print view Figure 3 14 Request Merge in Action Once the merge is complete the User will be brought to the request page for the receiving request The indi
103. pically go to an email account to an SMS enabled device Users can opt to select to send all notifications or only urgent ones All SMS options are uncheck by default Notification for unassigned new requests User can opt to receive a notification for every unassigned request that enters HelpSpot The notification method will follow the channel specified within the options described above This is unchecked by default General Preferences These general preferences help Users personalize their experience by defining specific aspects of the look and feel to match their personal work style Default to public note Selecting this will default the note type to public each time the User enters the request page Default time tracker to open For installations that utilize the time tracker Users can opt have the time tracker open each time they enter the request page saving Users the click of opening the time tracker Disable WYSIWYG in the knowledge books For Users that prefer to hand code HMTL they can opt to disable the visual editor aka WYSIWYG editor for knowledge book creation Do not embed images in request history Selecting this option will treat images as other attachments and create a link at the bottom of the request history entry containing the image By default this is not enabled and all images are embedded within the request history entry Return to request after closing By default when a User closes a request HelpSpot wi
104. portal HelpSpot 2 6 User Manual Appendix C Tables and Figures Table 1 2 3a User Permissions Levels 3 Getae e Alia 8 Figure 2 1 Getting the Lay of the Land The Workspace nennen tenent nne nnn enne nnn ennt nne nc enne nnn enne 9 Figure 2 2 Request Preview in Action RE 10 Figure 2 3 Filtersan the Left Navigation enon AS EXER AREE RIT 13 Figure d 4 Request A ARENZANO SEAN ROLO NP 14 Figure 2 5 Selecting Requests For Batching sises ueser eese esee rene cenere eee arie nerone nice rien esce nice e iene iene iene e urarta aoka 16 Figure 2 6 Creating a Message and Setting Request Details Using Batching eee esceeseeseeesceeeceesceeeeeceeseeeseeteeeseeeaes 17 Figure 2 7 Batching Folder in Left Navigation i 17 Figure 2 8 Overview of Filter Creation Page street EILEEN NORRENA TANO RIT 19 Figure 2 9 Setting Filter Conditions iseseisvas eese eese eene eene enne enne Inn arene rina rene sense nn veni sten reni ezee tense tee sens SASSER 20 Table 2 4 1a Filter Conditions Defined iii 20 Figure 2 10 Creating a Filter All Open Request seen enne nnet nennen nns nnet ense nne tenente tentent tenente nnne 24 Figure 2 11 Creating a Filter Requests Closed by Specific User iii 25 Figure 2 12 Creating a Filter Secondary Queues by Department i 26 Figure 2 13 Creating a Filter Monitoring Response Tim
105. pts to subscribe to replies in these instances an email address must be provided See chapter 5 for more on creating managing forums HelpSpot 2 6 User Manual 9 User Preferences Once an account is created each User has the ability to set edit preferences for their account via the Preferences link in the top right corner of the screen as shown in Figure 9 1 to Preferences Log Out Figure 9 1 Accessing User Preferences The preferences page covers everything from password changes to signature creation and allows Users to personalize their HelpSpot experience Make sure you hit Save at the bottom of the page to ensure all changes are applied 9 1 Email and Password The name email and password are displayed at the top of the preference page to the User as entered by the administrator during account creation Users have the ability to update this information e The email address listed here for Users is the default address HelpSpot uses for sending notifications 9 1 1 Black Box Username This is only required for Users in installations that are running alternative authentication with an external source such as Active Directory 9 2 Photo lcon Users can select from the stock images provided or opt to upload their own photo The selected photo is used as part of the request history when the User creates an update serving as a quick means to identify individual Users HelpSpot 2 6 User Manual
106. quiries arising from these channels to be captured in the form of a request keeping it consistent with email and the portal web form 2 2 4 Reminders From the request page of an individual request Users can set a reminder Reminders are emailed at the designated date time to selected Users and are listed under the Reminders area of the workspace To access all of their reminders Users should click the Reminders link Similar to My Queue only reminders that include the logged in User will be shown not all reminders created within the system Once in the reminders list Users can click the request ID to go directly into an individual request See section 3 8 3 for creating reminders 2 2 5 Subscriptions Users can follow changes made to requests that aren t assigned to them by opting to subscribe to a request The Subscriptions link on the workspace allows a User to access all requests for which they are subscribed It is from the subscription list that Users can view the individual requests or delete the subscription See section 3 8 6 for creating subscriptions 2 2 6 SPAM SPAM overt advertising typically created via an automated process is a common problem for support centers that openly publish support email addresses or web forms To prevent it from interfering with true Customer inquiries or incorrectly skewing reporting HelpSpot has integrated a trainable SPAM tool HelpSpot 2 6 User Manual Training the SPAM Tool H
107. r name and photo if available for all User generated actions Messagerecipients when applicable Message when applicable e Description of request detail change when applicable The following actions can be taken on each history entry via the Menu link Quote a previous entry in a new note Change note status to public or private excluding system generated entries Convert an individual entry into it s own request Generate a direct link to this entry Handy for sending to another User for quick review Across all entry types images attachment are embedded within the request history for ease of viewing For all other file types there will be a link for downloading 3 7 Request Details The request details area contains the information necessary to manage the working of the request as well as the data to classify the request for reporting or automated processes Request Details Urgent ID 12426 more Status Requests can be marked as Urgent Within the request details header Active xi is an Urgent checkbox Once selected the header color will change to Category being red as shown in Figure 3 10 Default Category Assigned To lex level2 1 teporting Tags Computer Printer Software User Account Access Request Password Figure 3 10 Request Details Area HelpSpot defaults urgent requests to the top of all request grids HelpSpot 2 6 User Manual Below the header Users will find the request ID and a
108. rences Log Out Batch Information Custom field Category anc Assignment changes here will override existing data for all selected requests Empty custom fields will not override existing custom field information M Generate a filter with these requests for later communications Request Details Urgent x Status Active Techinical issues Assigned To Abby Alberto 2 Default Reporting Tags o Bugs M Hardware M Server Software Alternative Phone Assistant Name Figure 2 6 Creating a Message and Setting Request Details Using Batching When Batch Respond Edit is used the User can opt to have a link to the results added to the Batch History folder on the left navigation below the Global Filters folder if applicable Using the results set in the batch histories folder Administrators can batch again with subsequent messages if needed Figure 2 7 Batching Folder in Left Navigation Move to Trash Administrator level only The trash provides Administrators with a means to remove testing training requests duplicate requests or any other requests that do not require action or should be removed from the system for reporting purposes HelpSpot 2 6 User Manual 2 3 4 Request Grid Navigation At the bottom right of the request grid is the Pre Next page navigation Each page of the request grid displays 500 requests by default When the number of requests within a view exceeds 500 it wil
109. request isn t limited to those submitted via the portal Customers can check on requests submitted via email or created by Staff as the result of a phone call or face to face interaction Customer Portal Login For the quickest and easiest access to all their requests Customers should login into the portal using their email address one provided when submitting requests and password Passwords can be retrieved via the retrieve my password link Once logged in Customers will see a list of all requests they have opened and closed as well as the option to change their password for future login HelpSpot 2 6 User Manual Request History conniecustomer userscape com Request History Change Password Log Out Looking for a way to batch process a work May 22 2008 I d like to update the main contact on the May 22 2008 I d like to update the main contact on the May 22 2008 e hello just got married and need to changet the name and DEUS itried my password butit isn t working can you a asing having trouble getting my purchase to go through December 4 20 December 4 2007 December 4 2007 ts how do you build reports using the new software trying to access files on the shared drive and cannot Knowledge Books Search Figure 8 2 1 Request list when logged into portal Updating a Request Entering the access key or click the request ID when logged in will bring Customers to a scr
110. request management functions creating viewing and updating This chapter looks at the basic structure layout and function of each of the areas within the workspace Unique to HelpSpot is the concept of required individual ownership of requests Required request ownership drives accountability efficiency and ultimately Customer satisfaction 2 1 Getting the Lay of the Land For the purposes of understanding the overall structure let s break the workspace out into three areas These areas are briefly introduced below and covered in depth in subsequent sections Lond a m i am Workspace MINT ESTE LI LT Tea el Y Filter Requests Responses wj Email Staff LJ Workspace FI Inbox 4 HD Inbox 4 Customer Initial Request Age i Take it E Martha Masterson I tried to update the address listed with my account my address 3 hours 20 mins Cid My Queue 3 8 a Take it Mitch Gibsson Trying to fir place in the site that talks about order processing 4 hours 41 mins j Create Request 2 i Take it xj Connie Cardozo name change hello 1 just got married and need to changet the 4 hours 47 mins Reminders 1 E Ui Take it hd Tyler Thompson accessing files trying to access files on the shared drive and 5 hours 11 mins amp Subscriptions E SPAM 2 Tor 3 gt _sumt amp B amp lsj Trash 4 F Request 10 Ely Global Filters i i Closed this month Aa Open In Progress 39 No upd
111. rues aeien n A RIINA ANA aLaaa 8 2 THEWORKSPACE eccsssrecesrrrsseecereenereseseseseeeeeeseeeeeeerese se senenenereseseeeeeeeeeere sese se neeseeseceseseeeeeeseseeeeee0o 9 24 GETTING THE LAY OF THE LAND iii ias 9 29 9 DEEPNAVIGATION LINKS ic orto ati tana ai ERE ERA YER Ea FER VE ESSEN IEA SERERE e ya dd o s peso RUNE EF RERO NER Ade EN VER ian esae PERSONE 10 DUDEN OI 10 25 2 MY QUEUE 11 PIDE METUO 11 Dod A S eite eina NI etie rM LM 11 2 9 5 A NT 11 DQG SPAM aa ae ea rina 11 DEM MEMMME B 12 DIOE MEI EIC 12 2220 OPO m 13 2 9 TRE REQUEST GRID ret AR 13 231 View InuDESERE 14 23 2 Request Lists side ROGER aaa ea A Ae PARO ARIA E RERE ERA ENS AA ARIAL 14 23 3 QUICK AcHONS ice RARI a EAN A E a E Ea a AAE IL 15 2 9 4 Request Grid Navigation lella AA a 18 2 9 5 Request Grid Options iii AEE E aaa aaa E E E OR 18 23 6 Filter Option A O 18 237 Filter SUMIMGLY si A O E A eee te ae nol ere as 18 2A II 19 2 4 1 Filter Requests Creating Filtered VieWws iii 19 2i4 2 RESPONSES E casveensesdheccetessgendeieessesvssuaedecgesdudseaea cacodepssesuadscdseedevsoveneeierseasys aires 28 Di4 9 EmalStaff ira O
112. s If a topic isn t necessarily SPAM but is inappropriate and needs to be removed Moderators can do so simply by clicking the Delete Topic button just below the Moderator Topic Controls box on the topic page Once it s gone it s gone Deleting permanently removes items from HelpSpot 5 9 Moderating Posts Clicking the Moderate Post link for an individual post within a topic as shown below will bring Moderators to the post level moderation options 5 9 1 SPAM Posts If a post seems to be automated or overt advertising it can be flagged as SPAM and deleted by clicking the Delete Post as SPAM button HelpSpot 2 6 User Manual As with other areas of HelpSpot flagging SPAM appropriately is necessary to facilitate the learning of the auto SPAM filtering Over time with appropriate flagging HelpSpot will learn the characteristics of the SPAM your site receives and auto flags it as such Staff can check posts that where automatically marked as SPAM by going to the SPAM sub navigation within the forums tab From here you can delete or Mark as Not SPAM for those labeled incorrectly HelpSpot has a security word captcha on the Add a Post form on the portal which will helps limit the number of SPAM forum posts 5 9 2 Deleting Posts If a post isn t necessarily SPAM but is inappropriate and needs to be removed Staff can do so simply by clicking the Delete Post button on the moderating post page Delete Post as SPAM Delete P
113. same company Customer History Search Live Lookup Search Type Customer Bobby Braniff bbraniff company com ID o c Created on Request 12460 OPEN December 6 2007 12 18 PM There s something wrong with the site When 1 12459 OPEN December 6 2007 12 17 PM Tried to log in but 1 cannot 1 get an error that 12456 OPEN December 4 2007 02 27 PM terminating service hello we no longer need this 12404 CLOSED December 4 2007 10 23 AM I m leaving my company at the end of the month Figure 3 2 1 Customer History Search Clicking the ID of any of the requests in the results set will load the request within the results window From here Users can opt to insert the Customer information into the current request or simply go back to the results set To go back into the current request to continue working Users simply click the Customer tab 3 2 2 Live Lookup Live lookup allows HelpSpot to communicate with an external database or other system that stores Customer data pertinent to the support staff desk Its power is it provides real time display of data from external systems within HelpSpot ensuring Customer information and custom field data is always accurate Sample uses include looking Customer History Search Live Lookup up inserting contract Live Lookup Source Customer Tyler Tyson tt companyco com Customer id 55578 First name Tyler Last name Tyson status Customer locations or passwords Email tt companyco com Phone 845
114. st Do s Advanced Guide 2 Account Information 2 1 Accessing Editing Account Information Installation Guide 1 Hardware Software Requirements 2 Installation Small User Base Forums Customer Forum Users Guide Printer Friendly Version Knowledge Books Search Figure 8 4 Knowledge Book Chapter List Clicking on a page title will bring readers directly to the page content Readers can vote on the helpfulness of a page An aggregation of the most helpful pages from all public books is listed on the homepage See chapter 6 for more on creating managing knowledge books 8 4 Forums Public forums are highlighted in three areas within the portal The portal homepage includes a list of the most recent topics public forums e The left navigation lists all public forums Searching can be done within forums 8 4 1 Forum Topics Clicking on a forum title from the homepage will bring readers to the list of topics within that forum From the forum s topic list readers can click into any of the existing topics to read reply or opt to create a new topic After the initial post by a reader the name email and website they provide is remembered to allow subsequent posts to go quickly You can navigate all public forums by using the left navigation on the portal homepage 8 4 2 Forum Posts Clicking the topic title will bring readers to the list of posts on the topic HelpSpot 2 6 User Manual UserScape Home S
115. st year Relative time frame when last updated by the Customer Options include today yesterday this week this month this year last week last month last year Opened before a specified date Opened after a specified date Closed before a specified date Closed after a specified date Other Specify by the number of public updates Customer and Staff within the request Specify who created the last public update Options include Customer any Staffer and individual Staffers Advanced Used when creating nested subgroups of conditions when a filter Requires ALL the specified conditions within the subgroup be met in addition to those specified outside the subgroup Used when creating nested subgroups of conditions when a filter Requires ANY the specified conditions within the subgroup be met in addition to those specified outside the subgroup User defined WHERE clause against HelpSpot database For advanced Users with an understanding of the HelpSpot database and SQL To test the condition s Users can hit the Run filter button just below the conditions box The results will truncate to show only the first 30 requests in the results set However the top of the results set shows the number of requests that match the condition s set To see all requests check the Show all Results box prior to running The results will return based on the preferences set in the Save filter box to the right of the screen To see the results
116. te creation method as defined by the Administrator e HelpSpot 2 6 User Manual 10 Help Additional Support Resources Didn t find what you were looking for in the manual Have questions on what you ve read Want more information on optimizing HelpSpot Below are the support related resources available for HelpSpot Getting started tool bar in workspace The getting started menu provides direct access to specific resources to get Users up and running while the Question link provides direct access to UserScape s support desk Getting Started with HelpSpot e HelpSpot s Knowledge Books and Forums Siar Hers les trying to get the fil http www userscape com helpdesk provide o Getting Your Help Desk Up and Runni er EE i er our printer seems to more specific information around setting up and Submit EA Go Deeper optimizing HelpSpot Admin Manual lt Workspace API Manual o Integrating CRM Customer data with Live Lookup Staff authentication with LDAP Active Directory Handling large email file attachments o Tasks php Explained Tasks2 php Explained About HelpSpot Feature Tour Customer Case Studies o Pricing Resources o Support Portal Support Forums o HelpSpotted Blog Figure 10 1 Getting started tool bar e Submit a request for assistance via the request submission form http www userscape com helpdesk index php pg request Email questions inquiries to cust
117. text provided by User Date and Time Requests that are either new or older than a specific time relative to the current day time Closed either before or after a specific time relative to the current day time Update public or private Customer or Staff before or after a specific time relative to the current day time Last public update Customer or Staff before or after a specific time relative to the current day time Customer update done before or after a specific time relative to the current day time Relative time frame it was opened Options include today yesterday this week this month this year last week last month last year Relative time frame it was closed Options include today yesterday this week this month this year last week last month last year Relative time frame of the last updated public or private Customer or Staff Options include today yesterday this week this month this year last week last month last year HelpSpot 2 6 User Manual Publicly Updated Customer Updated Opened Before Date Opened After Date Closed Before Date Closed After Date Number of public updates Last public reply from ALL of the following are true ANY of the following are true Custom where clause SQL Testing Conditions Relative time frame of the last public update Customer or Staff Options include today yesterday this week this month this year last week last month la
118. th all Staff recipients listed in the To Replies go directly to the email account of the sender and the conversation would be continued outside of HelpSpot through the User s mail client HelpSpot 2 6 User Manual 3 The Request Page The request page is the Customer email portal form submission or phoned in inquiry translated into a request it s the core of individual inquiry request management From here Staff can reply to the Customer add meta data categorize and assign the request This chapter will review the actions available through the request page for the management of individual Customer inquiries The request page is accessible only for those with a HelpSpot account The primary ways Users will access the request page include Clicking the Take It button from the Inbox Clicking the request ID from the request grid of any view Clicking Create a Request in the left navigation of the workspace From a link in an Update email For the purposes of understanding functionality the request page can be divided into six main areas NADINE Time Tracker if enabled Customer Information Request Note Request History Request Details Options In request Navigation Figure 3 1 Overview of Request Page HelpSpot 2 6 User Manual ES 3 1 Time Tracker For installations with this enabled the time tracker will be across the top of the request page It allows each User to log the time spent on a request Ti
119. tones criteria Assignment can also be the basis for generating e Reports monitor activity by User Filtered Views quickly navigate to requests based on assignment e Automation Rules perform various actions based on request assignment Reporting Tags Within each category an additional level of classification is available via the reporting tags The selection of a value within the category drop down will determine the reporting tags displayed Users can select as many reporting tags as applicable for the request by click the checkbox next to the tag When the Update or Update and Close buttons are clicked the tags will be applied to the request and logged within the request history At anytime reporting tags can be un checked when no longer applicable Because HelpSpot ties reporting tags to the categories when a category changes any reporting tags selected under the previous category will no longer apply and new tags must be selected Uses for Reporting Tags Because they are collected in a consistent fashion for each request reporting tags can be used to create e Reports monitor requests by an additional level of classification Filtered Views quickly navigate to requests that contain specific reporting tags e Automation Rules perform actions based on an additional level of classification within the request Custom Fields Custom fields represent custom meta data that can be collected for a request There are 11 types
120. topic as shown in Figure 5 3 Yr Overtime Now Avallabie Abby W Reminder Busy Season time off policy Abby Holicay Party Abby When adding a topic Users must complete the following fields Topie E x Version 5 Training Classes Topic Name Required This name will cessum show in both HelpSpot and the portal pec ri A e conference on the following dates 12 21 2pm 12 22 10am 1 5 7am 1 10 2pm Email me If you cannot make any of these sessions Message Required For Users to type the initial post within the topic Spell checking is available if enabled in the installation SE labby Alberto sob abb KB Append Response Links to oT knowledge book pages and or asini predefined responses can be added to The tope wil always appear at the top of the topi st Yes yi the message of a topic Post Topic HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 5 3 Topic List and Topic Creation Form HelpSpot 2 6 User Manual ES e Name Required This is pulled from the name on the preferences page for the logged in User Email As with name this is pulled from the email on the preferences page for the logged in User Website URL Not required but can be optionally added by User Subscribe to replies Checking this box will notify the User via email of any replies to the topic e Topic is Sticky This is defaulted to No meaning any subsequent topics will be listed above this t
121. ubmit a Request Check on a Request Knowledge Books Users Guide Advanced Guide Forums Customer Forum Short cut for account management Home Customer Forum gt Short cut for account management Short cut for account management Does anyone have any shortcuts for updating account info ask because wanted to update it via the order process and was wondering if it would say to my account Tim Mailer email December 11 2007 01 46 PM I ve updated from the purchase page without issue Just make sure you check the save to my account box Hope this helps lan Johnson email 24 mins since original post Tim lan is correct If you check the box during the purchase process all information will save to your account Lex Support Staff Team Member email 45 mins since original post Post a Reply Message I ve checked this box in the past and wasn t not successful in saving my updates Any suggestions Name Kevin Clubman Email kclubman corporate com Your Website Please type the security word NOW now Subscribe to replies via email Knowledge Books v Search Figure 8 6 Forum Post with Replies From here readers can do the following Read the initial post and replies Email those that posted e Post a response e Opt to subscribe to replies When replying to a post the only required fields are message and name The exception is when a reader o
122. urity word when hen Submit Request Knowledge Books v Search Figure 8 2 Basic Request Submission Form The default fields on the form include Name Required Email Required e Phone HelpSpot 2 6 User Manual e Urgent not urgent option Request description boxes These boxes break down the issue into what I did what I expected to happen and what actually happened Administrators can change the request description boxes to a single open text box Security word Required Use of the captcha greatly reduces the amount of SPAM requests e File attachment if enabled Customers can upload files related to the inquiry Some installations may create custom fields and or categories that they wish to make public to enable request workflow or capture additional information directly from the Customer These additional fields would be listed between the urgent and request description fields on the form as shown in Figure 8 3 Request Details Yes z Mid West North East k North West South East South West Figure 8 3 Request Submission Form with Custom Fields See section 3 7 2 for more on custom fields and categories 8 2 1 Check and Update Customers can use the Check on a Request link within the left navigation to check on and update requests Customers must provide the request access key which is provided by default in the emails Customers receive to see a specific request Checking a
123. ustomer inquiry was initiated Each custom field within the installation will be listed in the drop down and available for adding as a display column Each is listed by the name of the custom field as given during the creation process Displays Customer ID Displays Customer first and last name Displays the date a request was closed Displays the date a request was opened Displays Customer email address Displays the subject of the original Customer email Displays the first few lines of the initial inquiry as sent by the customer Date time stamp for the last Customer update made on the request Displays Customer last name Date time stamp for the last public update made on the request Date time stamp for the last update made on the request Usage Tip Graphics correspond to contact methods as listed in the drop down on the Create a Request page Data will be displayed for the custom field as currently listed in the request Remember HelpSpot doesn t assign Customer IDs Live Look up allows Customer IDs to be pulled from an external system Clicking for an individual request in the request grid will allow Users to preview the message For any update made to the request public private and external HelpSpot 2 6 User Manual Latest Public Note Latest Public Note by Mailbox Opened by Phone Public Update Count Replied To Request ID Status Take It Time Tracker Total Displays the first fe
124. vidual request histories of the merged request are inserted in chronological order within the receiving request All merged histories are clearly identified allowing you to retain an accurate account of all interactions Any responses to the original request are automatically routed to the newly created merged request 3 8 5 Quote Public History There maybe times when working with an external note where there s need to see the entire public history the log of all interactions with the Customer Using the Quote Public History link will insert only the public history entries into the Note box 3 8 6 Subscribe Users can follow changes made to requests that aren t assigned to them by opting to subscribe to a request To subscribe to a request simply click the Subscribe link Once clicked the page will reload with an Unsubscribe link as shown below Unsubscribe can be used at any point to stop receiving update notifications When subscribing to a request Users will receive an email notification for every update made to the request The subscriptions area of the workspace is where Users will find a list of subscribed requests for viewing management See section 2 2 5 for more on subscriptions in the workspace HelpSpot 2 6 User Manual 3 8 7 Move to Trash Administrator Level Only Only Administrators see the Move to Trash link giving them the ability to trash a request from the request page Most commonly used for testing train
125. w words of the last public note created by either User or Customer Lists the User that created the last public note Displays account name of the email address the received the Customer inquiry Lists the name of the User that opened the request Displays Customer phone number Provides a count of all public updates made on a request Graphical indicator of action taken on a request Displays request ID Displays the current status Displays Take It button Displays current total of time spent on a request Clicking for an individual request in the request grid will allow Users to preview the note When a Customer creates the last public note this column will be blank for the request Mailbox name as provided by Administrators during mailbox configuration in HelpSpot Includes all Customer updates as part of public update count Can be in one of three states 1 Green Flag My Queue only The most recent update to the request is unread by the assigned User 2 Circular Arrow A Staff member was the last to reply 3 Empty or no graphic User has read the update but however a Staff member has yet to reply Used most often in creating filtered views that are acting as a secondary Inbox Time tracker must be enabled in the installation If data is not available for an added column it will be left blank in the request grid for the request HelpSpot 2 6 User Manual ES Appendix B Placeholders with D
126. x e Read Reply Indicator A graphical indicator of the most recent action taken on the request HelpSpot 2 6 User Manual ES Green Flag My Queue only The most recent update to the request that is unread by the assigned User Circular Arrow A Staff member was the last to reply Empty or no graphic User has read the update but a Staff member has yet to reply Request ID This is the ID auto assigned to each request when it enters the system To enter the request page for the request Users must click the hyperlinked Request ID Within the Inbox there is no request ID but rather the Take It button e Contacted Via This column provides a graphical representation of how the help desk was initially contacted by the Customer Customer Name First and last are shown if provided Initial Request Shows the first few sentences of the initial request sent by the Customer The text can be clicked to preview the body of the message e Age Shows the length of time that has passed since the initial request was created Sorting Clicking on any column heading exception initial request Users can sort the results in the request grid by high low or low high Preview Whether in the request results of a filtered or system generated view Users can click the text in the initial request column to preview a request prior to entering the request Figure 2 2 shows the preview in action 2 3 3 Quick Actions The Quick Acti
127. y Book Order Support Desk Policies and Procedures o Save Order HelpSpot Documentation HelpSpot Forums Licensed to UserScape Figure 6 8 Setting Book Order When books are flagged as private during creation and later changed to public for display in the portal they will default to being last in the book list 6 9 Most Least Helpful In the portal readers are given the option at the bottom of each page to vote on whether the page was helpful These votes are tallied and those pages with the most and least votes can be viewed by using the Most Helpful and or Least Helpful sub navigation items under the KB tab HelpSpot 2 6 User Manual 7 Mobile and iPhone Interfaces HelpSpot has a powerful mobile and iPhone interface that allows Users to monitor Customer inquiries even when on the go 7 1 Mobile Interface To access the mobile interface click the mobile icon on the login screen The mobile username and password are the same as those used for the standard web interface of HelpSpot HelpSpot mobile is HelpSpot so any actions performed in the mobile version will be reflected in the standard HelpSpot interface Once logged in Users will find that the mobile interface UserScape Help Desk is a slimmed down version of their HelpSpot installation Email Password Login Bos Bees HelpSpoi Figure 7 1 Accessing Mobile HelpSpot 7 1 1 The Workspace This is the landing page once lo
128. y have to be complete responses to requests They can be used to create a partial answer with basic information for a response such as a link to a form and or for setting the corresponding action s such as categories and status Request Response List This section lists all active and inactive as shown at the top of Figure 2 14 All User levels see the responses created for their own use Administrators are the only Users that can manage system wide global responses Clicking the linked name of the response allows Users to modify it To the right of the linked response name the folder location and the system wide indicator Administrators only are provided HelpSpot 2 6 User Manual ES For Users that heavily depend on responses folders can create a logical grouping of responses preventing Users from having to navigate an unwieldy list Adding a Response Let s take a look at each of the fields available shown in Figure 2 14 when creating a response Once the fields are completed hitting Add Response will save the response and immediately make it available for use Response Title The name as it will appear in the interface in both the response management page as well as on the request and forum pages Response Where the actual message is entered as it will appear to the Customers in forums and or requests Along the top of the text box Users will find o Spell Checker must be configured during installation once c

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