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Users Manual

• 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. Search
  • 3.3. SPAM & Trash
  • 3.4. Viewing Filters
• 4. Workspace: Request Grid
  • 4.1. General Layout
  • 4.2. Quick Actions Buttons
  • 4.3. Previewing a Request from the Grid
  • 4.4. Display Options and Editing
• 5. Workspace: Top Navigation
  • 5.1. Accessing Other Areas
  • 5.2. Create a Request
  • 5.3. Subscriptions & Reminders Lists
• 6. Filters
  • 6.1. Filters Overview
  • 6.2. Creating a Filter
  • 6.3. System Filters
  • 6.4. Creating a Filter - Options Tab
  • 6.5. Editing and Copying a Filter
  • 6.6. Deleting a Filter
  • 6.7. How Filter Conditions Work
  • 6.8. Filter Conditions Reference
  • 6.9. Sub-Condition Groups
  • 6.10. The Filter Options Dropdown Menu
  • 6.11. Filter Display Columns
  • 6.12. Filter Display Columns Glossary & Definitions
  • 6.13. Exporting Filter Results to CSV
  • 6.14. Sharing Filters and Permissions
  • 6.15. Filter Best Practices
  • 6.16. Filter Views: Grid and Stream
  • 6.17. Filter Keyboard Shortcuts
  • 6.18. Filter Caching and Performance
  • 6.19. Why do filters not show all items?
  • 6.20. Organizing Filters into Folders
  • 6.21. Filter RSS Feeds
  • 6.22. Example: Custom Team Inbox
  • 6.23. Example: Escalation Dashboard
  • 6.24. Example: Report on Tickets Opened or Worked On During a Month
  • 6.25. Example: Monitoring a New Staff Member's Activity
  • 6.26. Example: Monitoring SLA Response Times
  • 6.27. Example: SLA Compliance Across Tiers
• 7. The Request Page
  • 7.1. Concept and Contents
  • 7.2. Customer Details
  • 7.3. Creating a Note: Formatting and Note Types
  • 7.4. Request Note Hotkey Autocomplete
  • 7.5. Request History
  • 7.6. Converting A History Item To A Request
  • 7.7. Request Details
  • 7.8. Urgent Flag
• 8. Responses
  • 8.1. Responses
  • 8.2. Response Permissions
• 9. HelpSpot AI
  • 9.1. AI Composer Overview
  • 9.2. AI Action Prompt Usage
  • 9.3. AI Summarize Request History
  • 9.4. AI Request History Translation
  • 9.5. Generate KB Article from Request History
  • 9.6. Editing AI Summaries
• 10. Knowledge Books
  • 10.1. Public vs. Private
  • 10.2. Adding/Editing Books
  • 10.3. Adding/Editing Chapters
  • 10.4. Adding/Editing Pages
  • 10.5. Knowledge Tags
• 11. Reports
  • 11.1. Todayboard
  • 11.2. Canned Reports
  • 11.3. Editing and Saving Reports
  • 11.4. Scheduled Reports
  • 11.5. Sample Reports
  • 11.6. View totals for open tickets by category
• 12. Customer Portal
  • 12.1. Homepage
  • 12.2. Knowledge Books and Forums
  • 12.3. Submitting and Checking Requests
  • 12.4. Section 508
• Appendix: Feature In-Depths
  • 1. Filters in Use: Working Example
  • 2. Merging Requests
  • 3. User Preferences
  • 4. Batch Response/Edit
  • 5. Time Tracker
  • 6. HelpSpot Mobile App
  • 7. Need Help?!

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