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14.9. System

Updated: 20 Oct 2026, 04:23 PM EDT

The Systems box within the Settings page contains the general system configurations for the installation. Each group of settings are described below.

Keep in mind: any changes to these settings will take effect once the Save button is hit at the bottom of the page.

Help Desk Name

The name provided here will be used throughout the installation where the name of the desk is referenced. For example: the top left corner of the HelpSpot for logged in Users, the display name in placeholders, and on the portal.

Default Send From

HelpSpot will look to the mailboxes for populating the drop-down for selecting the default send from account, therefore email integration is required prior to setting this default.

The default selected here will be used as the default 'From' in the recipients mail client. IAN: what happens if I'm not using email integration?

Language

By default, HelpSpot ships with one language file, English-US. You can however create additional language files for HelpSpot to use (see Language Files - Modifying Language Packs). If additional language files have been created they will appear within this drop down field.

Default Contact Method in Request Form

Administrators can set the default contact method on the drop-down when Users use the Create Request form. Contact methods include: phone, email, walk-in, mail, other, forum, instant message, fax, and voicemail. Administrators can also opt to set no default which will force the User to select the contact method prior to initially saving.

Allow Batch Closing of Requests

Enabling batch closing gives all Users the ablity to change the status and close multiple requests, without going into each individual request.

See the Quick Actions section of the Users Manual for more detailed information on how batch processing is preformed.

Allow Batch Responding/Editing of Requests

Selecting 'Yes' for this will allow Administrators and Help Desk Staff level Users to preform a batch updating/editing. Similar to batch closing, batching responding/editing allows for responding and/or editing any field within the request details without entering the request page for each request.

See the Quick Actions section of the Users Manual for more detailed information on how batch processing is preformed.

Guest and Level 2 Limited Access Modes

Guest/Level 2 level Users will be limited to seeing, working, and assigning only within the categories to which they are assigned. Requests outside of those categories will not be accessible to these level Users while this mode is active.

This mode is most often used when an installation allows access to multiple organizations, such as external vendors, for the purpose of working Customer requests.

IP addresses authorized to call tasks.php and tasks2.php

Tasks.php and tasks2.php are the files resposible for mail integration and the excuation of all automation and mail rules. Administrators that wish to create an level of security around these files should list the IPs in the box provided that are authorized to run the files. When IPs are provided, no other IP will be able to run either file. If the field is left blank, the files will be accessible by any IP.

RSS Feeds Enabled and RSS Feeds Copyright Notice

The simple 'Yes/No' drop-down sets if the installation will offer RSS feeds for any of the filtered views. For those that opt to allow RSS feeds, they many also wish to specify a copyright/usage notice to all readers.

Delete requests after this many days in the trash

HelpSpot will hold all request that have been put into Trash for the amount of time designated within this drop-down. Administrators can choose from 1 day-never. HelpSpot defaults to 30 days, however Administrators should be aware that no matter the time frame selected, deleted items are in no way accessible.

Outbound HTTP Requests: TLS Verification Exceptions

As of HelpSpot 5.8.7, HelpSpot verifies the TLS certificate and hostname of outbound HTTPS requests it makes to your integrations — Live Lookup sources and webhooks fired by automation rules. As of HelpSpot 5.8.8, webhooks fired by triggers are verified the same way. If a certificate is invalid, self-signed, expired, or doesn't match the hostname, the request fails. Earlier versions skipped these checks.

If you have a legacy integration whose certificate can't be fixed right away, you can list its hostname in TLS Verification Exceptions to skip verification for that host. The field is empty by default.

How the field works

Security note: an exception disables certificate verification for the entire request, including any redirects — even redirects to hosts that are not on the list, and even redirects to HelpSpot's own service hosts. Treat exceptions as a temporary workaround and install a trusted certificate on the integration's server instead. Security scanners may flag installations that have exceptions configured.

If an integration stopped working after an upgrade, see Live Lookup or webhook stopped working after upgrading HelpSpot.

Request Note Draft Save Frequency

HelpSpot has a built in draft save function that periodically saves a Users note and with one click allows them to apply any saved version of a note. The default frequency is every 30 seconds, however this can be changed by using the field provided to type (in seconds) the desired save frequency.

Request History Rendering

Administrators can set how the request history is rendered for Users on the request page. HTML can be displayed, escaped, or removed. HTML is the default and recommended for most installations.

Knowledge Tags
batch closing  /  limited access  /  languages  /  settings  / 

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