HelpSpot offers two formats for creating/sending updates via email: HTML (via visual editor or formatted text) or plain text.
HTML formatting can be done in one of two ways, via a visual editor or formatted text. Both provide the same end-result yet require Users to apply style in different ways.
HelpSpot defaults to sending/receiving HTML emails; so 'out of the box' Users will see a formatting tool bar across the top of the note box to support the sending of HTML emails. This tool bar functions similar to formatting tool bars in Microsoft Word. To format text, type in the box, highlight and click the desired formatting option.
For installations with formatted text enabled, HelpSpot uses a formatting text mark-up to modify how text is displayed. Formatting covers the basics most Users would need for a note such as bolding, underlining, linking, and bulleted lists. HelpSpot converts the mark-up into HTML once the User submits the update. The Formatting Options link opens a window listing the characters that must be used to achieve the various formatting effects and serves as a reference when applying styles.
As we review the note types, keep these key HelpSpot principles in mind:
These notes are used to provide the Customer an update on their inquiry. Public notes are:
Notifications and sending settings are configured in the Email Options area. Click on the Email Options area to view these options.
Staff can be added to notifications through this menu or they can be tagged using the "@" hotkey in the request note editor.
Others, outside of the Customer or Users, can also receive a public note. Those individuals should be listed as a CC or BCC.
To add a recipient, click the Add a CC Email or Add a BCC Email, type the recipients email address and click Add.
When an email address is added, the recipient will continue to be included on all public updates until the address is removed. To remove the email address, simply click on the email icon next to the address.
As part of the public note options there are fields to modify the email subject and change the sent from email address. Users may find modifying the subject is an easy way for recipients that aren't familiar with the issue to understand the contents of the message they received.
Modifying the email subject doesn't mean you lose the interaction in HelpSpot. Because HelpSpot auto-appends the request ID to all subjects of outgoing emails, any responses will be correctly logged within the request history.
Staff may want to make a note on an action they took toward addressing a request, such as: making a phone call or leaving a note to the assigned staff member. In such cases, the private note should be used. These notes are logged within the request history however, no email is sent to the Customer (nor is there an option to send the note via CC or BCC).
The external note capability allows Staff to work with the necessary resources while still having the entire interaction logged within the request history. Customers do not receive email updates when an external note is used; only the specified recipients will receive the message when an external note is created. The external note options are the same as the public note options (CC/BCC options).