Take a Tour of HelpSpot's comprehensive, user-oriented Features.

HelpSpot Tour: Workspace

Where staff manage requests—view, filter, edit, and batch edit.

1. Navigation

Workspace navigation gives you quick access to:

• Inbox—home of new, unassigned requests
• My Queue—requests assigned to you
• Creating a request—form where staff can directly create requests in HelpSpot
• Reminders—list of all request reminders set for later email follow-up
• Subscriptions—complete list of the requests you wish to monitor the progress of, that are not assigned to you
• SPAM—emails HelpSpot has flagged as SPAM are available for viewing within this area
• Trash—staff with administrative access can mark individual requests for deletion or trash, as well as view those within the trash

2. Filter Summary

The filter summary provided at the bottom of the request table, in the workspace, provides a quick breakdown of the requests within that filtered view.

3. Request Grid

Workspace pages display all requests in a convenient table layout. Using a simple drag and drop you can customize the columns to see the exact request data you need. Clicking the first few lines of the request will reveal a quick preview of the request contents.

4. Quick Action Menu

Preform various actions on multiple requests by checking the requests and using the drop-down at the bottom of the request grid to select the desired action.

Available actions include:

• Batch update/respond
• Staff assignment
• Category assignment
• Close/status change
• Move to Inbox
• Move to Trash
• Mark as SPAM

5. RSS

Every area within the workspace includes a custom, secure RSS feed that can integrate into any news readers, including browser based readers, so you can track requests even when you're not in HelpSpot.

6. Creating Filtered Views

Within the workspace users can access both personal and global filters. Filters allow for the viewing of requests that meet specified criteria. There are over 25 different criteria you can select to filter against with the ability to combine criteria to create robust and comprehensive filtering.

A. Conditions

Using and/or logic to link multiple filter criteria together brings an infinite number of possible filtering combinations; allowing you to match your exact business needs.

B. Test Filter

To ensure the criteria you selected yield the desired results, you can run a test of the filter and review results before saving.

C. Filter Parameters

Setting the many filter-specific parameters, such as display columns, sorting & grouping preference, and system-wide access, is easy with the intuitive interface that leverages 'drag-and-drop' interactivity.

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