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.    

2.1. Do you offer Language Packs

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

• German — https://github.com/helpspot/de-translation
• Dutch — https://github.com/helpspot/nl-translation

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.

3.1. 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.

3.2. How to Set Up Notifications for New HelpSpot Tickets in Microsoft Teams

Microsoft Teams is a popular collaboration platform used by businesses of all sizes to help teams communicate and work together on projects. If your team uses HelpSpot for ticket management, you can set up notifications in Microsoft Teams to alert your team when a new ticket is created. Here are two ways to do that:

Method 1: Use Teams Email Feature

1. In Microsoft Teams, go to the channel where you want to receive notifications for new HelpSpot tickets.

2. Click on the channel name and select "More Options."

3. Click on "Get email address."

4. Copy the email address that appears.

5. In HelpSpot, go to "Mail Rules" in the Admin tab.

6. Create a new mail rule that sends an external email every time a new request email is received in HelpSpot.

7. In the "To" field of the mail rule, paste the email address you copied from Microsoft Teams.

This method will send an email to the Teams channel every time a new HelpSpot ticket is created. However, it will only work if you receive new tickets through email.

Method 2: Use a Zapier Integration

1. Install the Zapier app from the Teams store.

2. In HelpSpot, go to "Admin" > "Integrations" > "Zapier."

3. Click on "Create Zap" and select "HelpSpot" as the trigger app.

4. Choose "New Request" as the trigger.

5. Connect your HelpSpot account and follow the prompts to set up the trigger.

6. Select "Microsoft Teams" as the action app.

7. Choose "Send Channel Message" as the action.

8. Connect your Teams account and follow the prompts to set up the action.

This method will send a message to the selected Teams channel every time a new HelpSpot ticket is created, regardless of how the ticket was received.

 

3.3. How to turn Jotform entries into HelpSpot tickets

To effectively funnel your Jotform entries into HelpSpot, you need to have a form with these key fields at a bare minimum:

• First Name (Basic text field)
• Last Name (Basic text field)
• Email
• Problem/Question (Long text field)

Please note that we aren't using the standard "name" field in Jotform. Why? Separating the name field into two separate text fields gets around a quirk of Jotform and allows us to properly pull the person's name into HelpSpot's customer information fields.

Once you've made a form with the fields you need, you'll want to set up a notification email. This action is performed under the 'Settings -> Email' section of your Jotform form. Then, assign the recipient email as one that you've connected to HelpSpot. 

If your form involves attachments, navigate to the 'Advanced' settings and activate the 'Send file uploads as attachments' option.

Next, you'll want to customize the notification email that you're sending to HelpSpot to make use of HelpSpot's email parsing tags.

For a form that includes the four fields mentioned above, you need to input the following text into your 'Email Content' in Jotform:

{problem}

##hs_customer_firstname:{firstName}## 

##hs_customer_lastname:{lastName}## 

##hs_customer_email:{email}##

 

If you have additional fields on your form, you can also send that data to HelpSpot - whether it's a category, tag, or even a custom field. Learn more about HelpSpot's email parsing tags by visiting https://support.helpspot.com/index.php?pg=kb.page&id=25 & https://support.helpspot.com/index.php?pg=kb.page&id=30. 

3.4. How to turn Typeform entries into HelpSpot tickets

If you use Typeform forms on your website, you can now take those submissions and turn them into HelpSpot tickets.

Creating and Publishing Your Form

1. Log in to your Typeform account.
2. Click on the "Create new typeform" button to start building your form.
3. Add your questions and design your form using the Typeform editor.
4. Click on the "Share" button in the upper right corner.
5. Click on the "Publish" tab.
6. Choose your sharing option. For example, you can embed the form in your website or share the link via email or social media.

Sending Typeform Follow-Ups to HelpSpot

1. Click on the gear icon in the upper right corner, then click on "Follow-ups".
2. Click on "Add Trigger".
3. Choose "Any Response".
4. Next, add an action by selecting "Notify myself or team via email".
5. Under "To", enter an email address that you've connected to HelpSpot.
6. Next, it'll ask you to enter the content of your email.
7. Use Typeform's tags to enter information from your form. 
   1. To ensure that HelpSpot properly inserts the information collected by your Typeform, use HelpSpot's Email Parsing Tags. 

Here's an example:

That's it! Every successful entry/submission into your Typeform will now automatically create a ticket in HelpSpot.

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.