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Admin Manual

• 1. Email Setup and Troubleshooting
  • 1.1. Mailbox Setup - Microsoft / Office 365 Email Configuration
  • 1.2. Mailbox Setup - Microsoft Advanced (Self-Managed)
  • 1.3. Mailbox Setup - Google G Suite and Gmail Email Configuration
  • 1.4. Connecting to a Shared Mailbox In Microsoft 365
  • 1.5. Default Send From and Send Outbound Email Via Settings
  • 1.6. What Happens When You Migrate to an OAuth-based Mailbox?
  • 1.7. Troubleshooting O365 OAuth Mailboxes
  • 1.8. Troubleshooting Gmail OAuth Mailboxes
  • 1.9. Troubleshooting Custom IMAP Mailboxes
  • 1.10. Troubleshooting On-Premise Worker Services
  • 1.11. Troublshooting HelpSpot Cloud Worker Services
  • 1.12. Handling Large Email File Attachments
• 2. HelpSpot Mobile Apps
  • 2.1. Setup for Mobile Applications
  • 2.2. Troubleshooting
• 3. Authentication
  • 3.1. Microsoft Entra / Azure SAML Authentication
  • 3.2. Google Suite SAML Authentication
  • 3.3. Staff LDAP / Active Directory Authentication
  • 3.4. Two Factor Authentication (2fa) Support
  • 3.5. Black Box Authentication (agent login) with Active Directory
  • 3.6. Black Box Authentication (agent login)
  • 3.7. Customer Portal LDAP/AD Authentication
  • 3.8. Black Box Portal Authentication (customer portal login)
  • 3.9. SAML Debugging
  • 3.10. SAML User Login Redirects to Portal Instead of Admin Workspace
• 4. System Administration
  • 4.1. HelpSpot Command Line Tool
  • 4.2. How to Backup HelpSpot
  • 4.3. How to Move HelpSpot
  • 4.4. Moving HelpSpot 5 Windows Installations
  • 4.5. Removing virtual directory in HelpSpot on IIS
  • 4.6. Removing /helpspot directory in URL on Windows / Apache
  • 4.7. Connecting To A Network File Share For Attachment Storage
  • 4.8. Enabling SSL in Apache on Windows
  • 4.9. HelpSpot Limits
  • 4.10. .env Configuration Options
  • 4.11. Retreiving An EML File From A Request
• 5. Customizing HelpSpot
  • 5.1. Templates: The Basics
  • 5.2. Admin Themes
  • 5.3. Portal Privacy Policy and Terms of Service
  • 5.4. Supported Languages
  • 5.5. Changing HelpSpot's Display Language
  • 5.6. Language String Overrides
  • 5.7. Populating Customer Information via Links
  • 5.8. Category Management
  • 5.9. Time Tracking
  • 5.10. Formatted Text Syntax (Markdown)
  • 5.11. Widget Tab Setup
  • 5.12. Email Templates
  • 5.13. Email Template Tags Reference
  • 5.14. Custom Pages
  • 5.15. Filter Color Tags
• 6. HelpSpot AI
  • 6.1. Writing AI Prompts
  • 6.2. AI Settings
  • 6.3. Data Sent To HelpSpot AI Services
• 7. Automated Actions
  • 7.1. Triggers, Mail Rules and Automations
  • 7.2. Trigger-Based Auto-Replies
• 8. Triggers
  • 8.1. Overview
  • 8.2. Defining Triggers - Conditions
  • 8.3. Defining Triggers - Actions
• 9. Automation Rules
  • 9.1. Overview
  • 9.2. Rule Creation: Defining Conditions
  • 9.3. Rule Creation: Defining Actions
  • 9.4. Preventing Reoccurring Matches
  • 9.5. Custom Scheduling Automation Rules
  • 9.6. Stale Ticket Automation Rules Examples
  • 9.7. Scheduled Follow Up Automation
  • 9.8. Examples
• 10. Secondary Portals
  • 10.1. Secondary Portal Overview and Limitations
  • 10.2. Adding a Secondary Portal
  • 10.3. Explanation of Each Portal Setting
  • 10.4. How Portal Templates Work in Secondary Portals
  • 10.5. The Primary Portal as a Secondary Portal
  • 10.6. Adding a Secondary Portal within Microsoft IIS
• 11. Custom Fields
  • 11.1. Custom Fields
  • 11.2. How to Reorder Custom Fields
• 12. Customer Satisfaction Surveys
  • 12.1. Overview
  • 12.2. Creating Surveys
  • 12.3. Delivering Surveys to Customers
  • 12.4. Using Survey Data in Triggers, Filters and Automation Rules
  • 12.5. Survey Reporting
  • 12.6. Survey Management Permissions
• 13. In-depth: Admin Settings
  • 13.1. SSN & Credit Card Redaction
  • 13.2. Time Tracker
  • 13.3. License Information
  • 13.4. Maintenance Mode
  • 13.5. Status Types
  • 13.6. Permission Groups
  • 13.7. System
  • 13.8. Workers
  • 13.9. Date and Time
  • 13.10. Business Hours
  • 13.11. Email Mailboxes
  • 13.12. Email Integration
  • 13.13. New Request Loop Protection
  • 13.14. Customer Tools
  • 13.15. Announcements
  • 13.16. Audit Log
  • 13.17. Survey Types
• 14. HelpSpot Cloud Administration
  • 14.1. How to Use a Custom Domain Name with HelpSpot Cloud Instance
• 15. Troubleshooting Guides
  • 15.1. Turn On Debugging and Logging In HelpSpot 5
  • 15.2. HelpSpot Speed and Performance
  • 15.3. Microsoft SQL Server
  • 15.4. Microsoft Exchange Server
  • 15.5. Missing Microsoft.pem File
  • 15.6. MySQL
  • 15.7. MySQL - Convert Lowercase Windows Table Names to Mixed Case for Linux/Unix
  • 15.8. Microsoft IIS
  • 15.9. IIS: WSUS (Windows Server Update Services) And HelpSpot - 500 error
  • 15.10. Portal Pages Sometimes Return Blank
  • 15.11. Month names are not translated
  • 15.12. fPinned Duplicate Column Error
  • 15.13. LDAP connections with Self-Signed SSL
  • 15.14. Blackbox ADLAD Error on PHP 7.4+
• 16. HelpSpot Hacks
  • 16.1. Disable Access Keys and Force SAML Login on the Portal
  • 16.2. Disabling CSRF For A URL
  • 16.3. Converting Attachments from Database Storage to File System
  • 16.4. Changing Custom Field Lengths
  • 16.5. Search Request History by Customer Email
  • 16.6. Delete SPAM Without Training Filter
  • 16.7. Hidden Settings
  • 16.8. Redirect HTTP Requests to HTTPS
  • 16.9. Trigger-Based Auto-Replies
• 17. Thermostat Integration Guide
  • 17.1. Connecting Thermostat.io and HelpSpot
  • 17.2. Instantly Sending A Thermostat Survey In HelpSpot
  • 17.3. Adding HelpSpot Customers To A Thermostat Campaign
  • 17.4. Sending a Thermostat Survey Via a Customer Email Action
  • 17.5. Viewing Survey Results In Filters

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