1.2. Staff and Workspace
Create support staff accounts
Support staff should be created and assigned access to the system at the necessary permissions levels. Below is a quick overview of the account types available in HelpSpot and their corresponding permissions.
|Global and System Settings||Inbox (new / unassigned requests)||Access to all requests in assigned category||Access to assigned requests|
|Help Desk Staff Member||X||X||X|
|Level 2 Support||X||X|
Linking select support staff to categories is the basis for creating skills-based request routing.
In addition to the default request views, such as unassigned request (Inbox) and requests assigned to you (My Queue), Administrators have the ability to create filtered views based on a specified set of criteria, or conditions. All filters, global or personal, are easily viewable from the left navigation within the Workspace.
Filters are often used as alternative work queues, for departments/specialized work-groups, or by Administrators only to monitor activity for a specific group of customers.
To aid Staff in addressing simple, commonly asked questions, Administrators can create prepared responses. Responses can be customized and formatted to create a easy-to-follow, standardized reply. Staff will have easy access to all global responses via a drop-down on the request page.
Responses can include placeholders such as: category, date opened, or assigned staffers phone number; allows request-specific information to be part of the response each time it is used.
Enable Time Tracking (optional)
[location: Admin->Time Tracking]
Some organizations require staff log time spent on each request to support customer specific SLA's or aid in billing. Enabling this feature for Staff is a simple drop-down within the Admin area. Once enabled, Staff will have access to the time tracker at the top of each request page.
Time tracking used in conjunction with automation rules will allow Administrators to escalate requests when SLA's are in danger of not being met.