HomeUsers ManualAppendix: Feature In-DepthsUser Preferences

2. User Preferences

Once an account is created, each User has the ability to set/edit preferences by click their name in the top right corner of the screen.

The preferences page covers everything from password changes to signature creation and allows Users to personalize their HelpSpot experience.

Make sure you hit Save at the bottom of the page to ensure all changes are applied.

Email and Password

The name, email, and password are displayed, at the top of the preference page, to the User as entered by the administrator during account creation. Users have the ability to update this information.

The email address listed here for Users is the default address HelpSpot uses for sending notifications.

Black Box Username

This is only required for Users in installations that are running alternative authentication with an external source (such as Active Directory).


Users can select from an emoji library or opt to upload their own photo. The selected photo is used as part of the request history when the User creates an update, serving as a quick means to identify individual Users.

Users should resize images to 32x32 (pixels) prior to uploading to achieve the best results.

API Key Creation

Users can create an manage their api keys for interacting with other applications.


The communication area defines alternative contact information, out of office manager, as well as signatures for outgoing messages.

Alternative Contact Information

HelpSpot provides Users with a means for providing an alternative email, phone number, and SMS number. Options in the notification area allow Users to configure when messages/updates are sent via these alternative channels.

Out of Office Manager

If a User is going to be out of the office for an extended period of time, such as vacation or medical leave, all requests that would have been assigned to them can be assigned to an alternative User.

All Users are defaulted to being available. However, by using the drop-down Users can change their status and select whom their requests should go.

A visual indicator of out of office status appears in the assignment drop-down on the request page.

Creating a Signature

Similar to any mail client, Users can create a signature block that is appended to every outgoing message/update (public and external notes).

HelpSpot offers both a text and HTML signature format to account for varying system configurations. As such, it is recommended that Users complete both text and HTML to ensure the signature is included.

When creating the HTML version of the signature, Users must use formatted text mark-up.

There's a third tab within the signature creation area for creating a mobile-specific signature. This signature will be used only when a User creates a note using HelpSpot mobile. Often a varying signature is used to inform the reader the note was created on a mobile device.


The notification area allows Users to configure where and under what conditions they receive a notification. The list below outlines each of the notifications options.

General Preferences

These general preferences help Users personalize their experience by defining specific aspects of the look and feel to match their personal work style.

Regardless of the number set in the preference, Users can see all request history entries simply by clicking the Show All link at the bottom of the request history list on the request page.


This page was: Helpful | Not Helpful