Users Manual

HelpSpot interface and functionality explained. Geared towards all User levels, this guide is the starting point when looking to understand the fundamentals of HelpSpot.

1. Welcome

• 1.1. The Big Picture
• 1.2. Targeted Audience and Common Terms
• 1.3. Default Levels and Permissions Groups
• 1.4. Getting Up and Running-Administrators
• 1.5. Logging in

2. The Workspace

• 2.1. Getting the Lay of the Land

3. Workspace: Left Navigation

• 3.1. Inbox & My Queue
• 3.2. SPAM & Trash
• 3.3. Search
• 3.4. Viewing Filters

4. Workspace: Request Grid

• 4.1. General Layout
• 4.2. Quick Actions Buttons
• 4.3. Display Options and Editing

5. Workspace: Top Navigation

• 5.1. Accessing Other Areas
• 5.2. Filters
• 5.3. Create a Request
• 5.4. Responses
• 5.5. Subscriptions & Reminders Lists

6. The Request Page

• 6.1. Concept and Contents
• 6.2. Customer Details
• 6.3. Creating a Note: Formatting and Note Types
• 6.4. Creating a Note: Options
• 6.5. Request History
• 6.6. Request Details

7. Knowledge Books

• 7.1. Public vs. Private
• 7.2. Adding/Editing Books
• 7.3. Adding/Editing Chapters
• 7.4. Adding/Editing Pages

8. Forums

• 8.1. Forums: Concepts and Basics
• 8.2. Management and Creation
• 8.3. Topic Creation and Moderation
• 8.4. Post Creation and Moderation

9. Reports

• 9.1. Todayboard
• 9.2. Canned Reports
• 9.3. Modifying Parameters and Saving
• 9.4. Sample Reports

10. Customer Portal

• 10.1. Homepage
• 10.2. Knowledge Books and Forums
• 10.3. Submitting and Checking Requests

Appendix: Feature In-Depths

• 1. Knowledge Tags
• 2. Filters in Use: Working Example
• 3. User Preferences
• 4. Merging Requests
• 5. Batch Response/Edit
• 6. Time Tracker
• 7. HelpSpot Mobile & iPhone
• 8. Need Help?!

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