Home
Submit a Request
Check on a Request
Knowledge Books
Getting StartedHome → FAQ → General Information → Supporting Multiple Brands in HelpSpot
2.4. Supporting Multiple Brands in HelpSpot
This article provides an overview of how HelpSpot enables you to efficiently manage multiple brands or teams within a single help desk platform. Whether you're coordinating separate parts of an organization or supporting various brands, HelpSpot offers a flexible set of tools to keep your work organized and your teams focused.
1. Managing Multiple Support Portals
HelpSpot allows you to create Secondary Portals for each brand or department within your organization. These portals can be fully customized to reflect each brand's unique identity:
- Customization: You have complete control over the HTML, CSS, and PHP of each portal, allowing you to align the look and feel of the portal with the brand’s website or design standards.
- Separate Domain Names: Each secondary portal can be assigned its own unique domain name, making it appear as a distinct site to your customers.
Use Case Example: If your organization supports multiple brands, you can create a separate portal for each brand, ensuring that customers interact with a portal that is fully aligned with the brand they are engaging with.
2. Utilizing Multiple Mailboxes
HelpSpot supports as many mailboxes as you need, each with its own set of customizable templates:
- Unique Email Templates: Each mailbox can have distinct templates for auto-replies, public notes, and requests created by portal forms. This allows you to tailor the language, branding, and design of emails for each specific brand or team.
- Scalability: Whether you need one additional mailbox or a hundred, HelpSpot can handle it, ensuring each brand’s communication remains consistent and professional.
Use Case Example: A company managing customer support for different product lines can set up individual mailboxes for each product, with customized responses that match the branding of each line.
3. Setting Permissions for Teams
Permissions in HelpSpot ensure that teams only have access to the areas relevant to their work:
- Permission Groups: Use permission groups to control which categories, users, and tickets are visible to specific teams. This is essential for keeping different departments, such as IT and HR, from accessing each other’s support requests.
- Restricted Inbox Access: You can prevent teams from seeing the overall Inbox, limiting their view to only the requests they need to handle.
Use Case Example: In a large organization with multiple departments, permission groups can be set up so that the HR team only sees HR-related tickets, while the IT team is restricted to IT-related tickets.
4. Leveraging Filters for Brand-Specific Workflows
Filters in HelpSpot allow you to create custom views that streamline the management of multiple brands:
- Custom Inboxes: Create filters to generate brand-specific inboxes that display requests from a particular portal or mailbox. This helps staff focus on their assigned brand without being distracted by unrelated tickets.
- Filter Permissions: Just like other permissions, filters can be restricted so that only designated team members can see and use them.
Use Case Example: A support team that handles multiple brands can set up filters that display only the requests related to a specific brand, ensuring that they can manage their workload effectively.
Conclusion
HelpSpot’s flexible features make it easy to manage multiple brands or teams within a single help desk platform. By utilizing secondary portals, multiple mailboxes, permission groups, and filters, you can keep your support operations organized, efficient, and perfectly aligned with your organization’s needs.
For further assistance or customization help, feel free to reach out to our support team.