Live lookup allows HelpSpot to communicate with an external database, CRM, or system storing customer information pertinent to the support staff.
The power of live lookup is it provides real-time access to data from external systems from within HelpSpot; ensuring accurate customer information and custom field data for reporting purposes.
Sample uses include looking up/inserting: customer ID, contact information, contract status, selected HR data, passwords, or even IT asset profiles.
Once enabled, use of live lookup follows this basic workflow.
The following shows live lookup as it appears for staff on the request page.
Subsequent pages in this chapter provide an in-depth look at configuration and implementation.