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FAQ

Answers to semi-random questions!

1. Licensing

1.1. How do I purchase additional licenses?

You can purchase additional licenses at any time.   Simply go to Helpspot's store and login with your email address and store password. If you don't know your password you can reset it on the login screen.

Once the transaction is completed and a the PO or payment has been received HelpSpot cloud customers will have a new license automatically applied to their HelpSpot instance. If your account is self-hosted a new license key will be sent via email to the primary contact's email address. This license must be uploaded into your installation before the changes are reflected.

To upload your license file:

  • Save the license file on to your local machine.
  • Within the HelpSpot interface, go to Admin > License area Click on the browse button and navigate to where you saved your license file.
  • Select the license file and click Open.

 

1.2. Do you have a Resellers Program?

At this time we do not have a resellers program.   However we do have a partner program. You can find the details on this program here https://www.helpspot.com/partner In addition, we do have many consultants who suggest HelpSpot to their customers, and charge service fees on setup, upgrades, & customization.    

2. General Information

2.1. Do you offer Language Packs

We currently do not offer officially support language packs other than English. There are community driven language packs however.

Customers can translate the language file as they need too. For more information about this check out Language Files from the Admin Manual.

 

2.2. Reports show more open request than what I can see in the filter/queue.

Yes, this can be true in  HelpSpot Version 3.0+.   To improve filter performance the "Filter Within Previous Days" setting was created (Admin > Settings;).

This limit filters to results within the stated previous days (filters with specific or relative dates are unaffected). You can set it to 0  to turn it off.

3. Technical Issues

3.1. Some older request are not showing in Queue or Filters

In HelpSpot version 3.2.3 or greater,  a setting was created to limit a filter or a My Queue to the past year of results.  This was designed to improve poorly constructed filters and can be adjusted in Admin -> Settings -> System or disabled there if desired.

If you're seeing some tickets "disappear" after upgrading it's like due to this setting so you may want to extend the range to more days or disable.

4. Version 4

4.1. How to enable the public reply from a notification email

New in Version 4, you can handle those quick replies directly from your mail client.   When HelpSpot sends you a notification email, hit reply to send an instant public reply to the customer. 

This must be enabled in Admin > Settings > Email Integration;  Replies to notification emails are public.