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HelpSpot Tutorials

1. Quick Reference Guides

1.1. Log-In Page

1.2. Left Side Bar

1.3. Home Page - Top Bar

1.4. Creating a Ticket

1.5. Create a Filter

1.6. Create Filter Options

1.7. Logging Out

2. Working with the New Interface

2.1. Creating a New Request

WORKING WITH THE NEW INTERFACE

 Using what is called the "Workspace," you will be able to view your own queue of requests as well as requests belonging to your group.  

Creating a New Request:

  1. Click on the Workspace icon.
  2. Choose Create Request.
  3. To add customer details,  insert the customer's first name in the First Name box, and type in the person's last name (this is optional, but adding a last name will reduce the number of results).
  4. Click on the Live Lookup tab.  This brings up all users with that name.
  5. Click on the correct user's name, and then choose Insert Customer Information to automatically populate all the contact information.  (Helpdesk employees only:  Be sure to bring in the customer's asset information via the Asset Search.)
  6. Add details about the request in the Note area.  Below the Note area are three choices – please leave the Private option as is. 

 

The next part of request creation deals with assigning the ticket and categorizing it.

  1. Off to the right, you'll notice the area for New Request.  This is where you'll add the status of the request, where it gets assigned, and the type of request.
  2. Under Status, there are five options.  Choose one of these options for your request, based on these definitions.  NOTE:  This doesn't define whether the request is open or closed.  This is just a description of the current state of the request. 
    • Active Status (the default status for newly open requests; a request that is not yet resolved)
    • Work in Progress Status (status used for an on-going project)
    • Resolved Status (designates the request is finished; no further action needed)
    • Customer Unreachable Status (request is considered finished because customer did not respond to our follow-up questions)
    • Ready for Pickup at Helpdesk Status (work on the request is completed, but customer still needs to pick up item.  When the item is picked up, the request should be changed to "resolved.")
From the dropdown list, choose a Category (formerly called workgroup).  (This listing is current as of November 2012):
 

Application Design

Auxiliary Operations

Call Center

Classroom Technology

Computer Refresh

Cougar Courses

Enterprise Systems

ERP Systems

Fac/Staff Helpdesk

Helpspot Help

Identity Management

Information Security

Labtechs

Library Systems

Media Production Services

Network Operations

Printer Group

Project Management
RaDar

Student Technology Helpdesk

Temecula Support

Test

Third Party Systems

UVA/Quad Support

Web Systems

PeopleSoft Curriculum

PeopleSoft Finance

PeopleSoft HR

PeopleSoft SA

PeopleSoft Scheduling

 

 

 

Assigned to: is used to assign the request to the entire group or just one member.  It defaults to Inbox then Change ... as a reminder for you to choose either the Inbox (which goes to everyone in the group) or to a specific user.  IITS typically has defaulted to "unassigned" for a request to a group of people, just in case someone is out of the office.
 
  • If the user is a VIP, the box will automatically be checked.  Requests for new VIPs can be sent to helpspothelp@csusm.edu.  
From the dropdown list, choose a Request Type (formerly called CTIs or categories).  (This listing is current as of November 2012.) 
 
 

Access to Folder/Drive/Listserv

Account Administration

Asset Management/Refresh

Classroom Technology

Cloud Storage

Cougar Courses

Database

Email
Event Support

Evers System

Hardware

Live Chat

Media Production

Move/Install

Network/Wireless

Peoplesoft

Printer/Copier

Question

RTU

RaDar

RedNet

Security Camera

Server

Software

Temecula

UVA

Video Conferencing

Virus/Spam

Webpage

Wipe/Reload/BSOD

 

2.2. Adding an Attachment to a Request

Adding an Attachment to a Request

 Click on the Attach icon near the bottom right of the Note area.  This opens up some attachment options; click on Browse to find the attachment and add it.  Attachments can be removed by clicking on the Remove button to the right of the attachment(s).

2.3. Searching for Existing Requests

Searching for Existing Requests

HelpSpot allows you to find easily a request based on a specific word in request, the caller, the computer name, the date and time, the category, and other details.

 

To search by name:

Open your Workspace.  From Left Bar Navigation, enter the customer's username or customer's first or last name, or the request number in the search box for a quick search (or click on the Advanced Search link underneath the box for more options). 

 

To search by word in the request:

Open your Workspace.  Click on Advanced Search and then the Full Text tab.  Type in the word and click on Search.  Click on the appropriate link to open the request.  More search information:

 

 To search by other details in the request:

 Open your Workspace.  Click on Advanced Search and then the Detailed tab.  Type in the specifics and Search.  The results will be displayed; click on the appropriate link to open the request. 

2.4. Reassigning a Request

Reassigning a Request

 You can reassign (to yourself or to someone else) by first opening the request, then just changing the Category and Assigned To: options in the Right Bar Navigation.  If you reassign someone else's request, that person will get an email notification of the reassignment.

2.5. Updating a Request

Updating a Request (including Closing a Request)

Open the request, and then add whatever information you need to the request.  When you are done , choose the appropriate button at the bottom of the page (Update Request or Update and Close if you are closing the request).   

 

Updating a Request via Email

Simply hit "reply" to the email you received about a request and this will update the ticket. 

 

Updating a Group of Requests Simultaneously

HelpSpot allows you to update a group of similar requests at one time.  For example, you can merge multiple requests into one request, or close a group of similar requests all at the same time. 

When you are on a page that shows a group of requests, such as the Inbox, you'll see a checkbox next to each of the requests.  All actions are performed by selecting the checkbox next to the desired request(s), and then clicking the desired action button. 

  • Reassign. Users can opt to assign a new category and assignee to the selected requests.
  • Close Requests. When a group of requests do not require further action they can be closed directly from the request grid.  Prior to action being completed, you must select the appropriate closing status types.
  • Batch Respond. This action allows you, in one step, to update multiple requests.
  • Merge Requests.  Allows for the request history of one or more requests to be forced into another.
  • Change Status. Users can quickly change the status for a group of requests.
  • Mark as SPAM. Will flag all selected requests as SPAM and move to the SPAM filtered view for deletion.

 

If you choose to Merge requests, you will be required to select the receiving request.  Once the merge is complete, you will be brought to the request page for the receiving request. The individual request histories of the merged request are inserted in chronological order within the receiving request.  All merged histories are clearly identified, allowing you to retain an accurate account of all interactions. 

Any responses to the original request are automatically routed to the newly merged request.

As an example, let's say the Call Center receives a dozen calls within 10 minutes about connectivity issues with the wi-fi.  Using Batch Respond, we can update all applicable requests explaining the situation while also updating the status, category/assignment, and/or reporting tags.

2.6. Reopening a Closed Request

Go to Global Filters in the Left Bar Navigation and click on Recently Closed.  Find the request and click on the Reopen Request option in the top right. 

3. Working with Filters

3.1. Creating a Filter -Defining Conditions

Filters are custom-created views of requests based on a set of criteria.  They are available to you from your HelpSpot Workspace by simply clicking on the filter name in the Left Bar Navigation. 

Creating a Filter – Defining Conditions

When creating a filter, you can define an infinite number of conditions, and combination of conditions, that requests must meet to be included within that view. Conditions are based on individual elements of the request, customer, or actions taken on a request. You must define if the requests should match any or all conditions provided for the filter.

For each condition there is a means to define the value, via either a drop-down or text field. Each condition provides an additional drop-down for selecting the operator (for example: greater than, less than, is/is not) to define how the specified value is applied.

For more advanced filter creation, sub- or nested groups of conditions can be created using the advanced condition of ALL/ANY of the following are true. When either is used, nested drop-downs will appear where the sub-condition group is created.

 

3.2. Testing Conditions

To test the condition(s), you can hit the Run Filter button just below the conditions box. The results will truncate to show only the first 30 requests in the results set. However, the top of the results set shows the number of requests that match the condition(s) set. To see all requests, check the Show All Results box prior to running.  The results will return based on the preferences set in the Save Filter box to the right of the screen. To see the results set, with the desired preferences (such as columns and sort) included, set preferences before running the test.

Once you are satisfied with the conditions set, as demonstrated through the results presented in the testing, you can move to the final steps of setting preferences and saving.

3.3. Options

Under the options tab, you can define various filter settings (such as filtered view layout, columns, grouping, and sort order). By default, each setting is given a logical value so filters can be created without modification of the options.

3.4. Editing

The person who created the filter can edit a filtered view. The link to edit can be found under the options link within the request grid layout of the filtered view. Once clicked, you will be brought to the filter creation/modification page.

3.5. Modifying Filters Views

To modify the properties of a filtered view, simply click the Edit Filter link under the filter options menu (in request grid view).

4. More Information

4.1. Subscriptions

You can follow changes made to requests that aren't assigned to you by opting to subscribe to a request. The Subscriptions button allows you to access all requests for which they are subscribed.  It is from the subscription list that you can view the individual requests or delete the subscription.

4.2. Controlling How Much Information You Can See

HelpSpot maintains the history of every request.  You can choose to see the Full History of the request, or abbreviated versions of the request.  These options are available from the drop-down menu off to the right of the Request History area. 

4.3. User Preferences

Once your account is created, you have the ability to set/edit preferences by clicking on your name in the top right corner of the screen and choosing Preferences from the dropdown menu.  Make sure you hit Save at the bottom of the page to ensure all changes are applied.

  • Photo Icon.  Users can select from the stock images provided or opt to upload their own photo. The selected photo is used as part of the request history when you create and update requests. 
  • Out of Office Manager.  If you are 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 you can be assigned to an alternative user.  All users are defaulted to being available. However, by using the drop-down, you can change your status and select to whom your requests should go.  A visual indicator of out of office status appears in the assignment drop-down on the request page.
  • Creating a Signature.  You can create a signature block that is appended to every outgoing message/update.  HelpSpot offers both a text and HTML signature format to account for varying system configurations. As such, it is recommended that you 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 you create a note using HelpSpot mobile. Often a varying signature is used to inform the reader the note was created on a mobile device.
  • General Preferences.  These general preferences help you personalize your experience by defining specific aspects of the look and feel to match your personal work style.

a)     Default to public note. Selecting this will default the note type to public each time you enter the request page.

b)     Default time tracker to open. For installations that utilize the time tracker, you can opt have the time tracker open each time you enter the request page, saving a click of opening the time tracker.

c)     Return to request after closing. By default, when you close a request, HelpSpot will return you to the filtered view you were in prior to entering a request. Selecting this option will bring you to a request summary page once a request is closed. Enabling this option will give you an opportunity to double-check a request after closing but before moving to the next request.

d)     Number of request history entries shown by default. You can enter the desired number of request notes seen within the request history. HelpSpot defaults to showing 10 request history entries. Regardless of the number set in the preference, you 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.

e)     Default Request History View. You can specify if they wish to see Full Histories or Only Notes for every request you view.