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

HelpSpot Tour: Email Integration

In essence, HelpSpot can function as a complete email client with the additional organizational tools you need from a help desk software package.

Account Configuration

Integrating your email accounts with HelpSpot is as simple as setting up any desktop email client. HelpSpot supports both POP and IMAP integration along with secure connections and multiple mailboxes within a single account—so no matter how your email server is configured, HelpSpot is able to connect.

Once you've added the mailbox information, prior to saving you can do an on-the-spot test (as shown above) to ensure connectivity.

Mailboxes can be configured to auto reply with emails that can be customized to include any one of the 16 different placeholders that provide specific information about the customer, your support desk, or links to your customer portal.

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Email Display

Requests emailed into HelpSpot are displayed along side requests submitted through the portal or created by a staffer. From there, emailed requests are managed like any other request—with the ability to assign, categorize and track the complete history.

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Integrated Email Correspondence

All customer responses and staff notes are appended, in sequence, to the request history to give any staff member the ablity to follow the entire interaction.

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HelpSpot goes beyond other help desk email integration systems by giving you all the key features of an email client. For example, others can be included on notes via the CC, BCC, or external note function. Email subjects can be modified and the account you send an email from can be changed on the fly.

Email Rules

Similar to an email client, you can create email rules that check emails against a set of criteria than perform various predefined actions such as routing and status/category updating.

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