1.3. Contact Points

Create Mailboxes

[location: Admin->Mailboxes]
HelpSpot mailboxes serve as a way to seamlessly integrate email exchanges into the system. By adding specified mailboxes, HelpSpot can pull messages as updates or new requests. Through additional configuration, Administrators can opt to route requests resulting from emails into specific categories or auto-assign to selected help desk staff.

Practical Application:
For organizations with several email accounts for various functions (sales, support, accounts payable), Administrators may opt to associate a mailbox with a specific category to allow for the routing or queueing for requests to the appropriate group of staff.

Note: HelpSpot deletes emails from the email accounts it checks

Customize Portal

[location: Admin->Tools->Modify Portal Templates and Admin->Settings->Portal]
HelpSpot has a built-in portal that provides Customers the ability to submit and update/review requests, online. The portal also includes self-service knowledge books and forums areas. The parameters around how the portal works is easily adjusted within the settings area. While defaults are logical and appropriate for most, some settings to consider for review are the use of auto-replies, limits around attachment types and request submission form layout.

The look and feel of each portal page can be easily customized to match your current web-presence via the portal templates. Find out more about manually editing templates.

Practical Application:
For organizations supporting different products/services, with each with it's own branding/marketing, Administrators have the ability to create secondary portals to support for each. This requires configuration in several places within HelpSpot, so be sure to visit the secondary portal documentation before starting.

Web Service API

[location: Admin->Settings->Web Service API]
The web service API allows complete integration of HelpSpot with your other systems and products. Easily create requests from other systems with simple HTTP calls.

Complete documentation on the web service API is available in the API manual.