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HelpSpot Tour: Forums

Foster a collaborative environment for customers and staff.

Public Forums

Provide customers a place to work together to solve problems. Creating a public forum empowers your customers to answer questions on their own, meaning faster results for them and lower support costs for you.

Private Forums

Use the private forums to interact with your staff. Great for distributed teams as well as providing a means to store help desk specific knowledge; serving as a great way for new support staff to quickly get up to speed.

Participating in Forums

A. RSS

An RSS feed is provided for the latest topics in the forum, the feed includes all the posts within the topic so following discussions is as easy as checking any news reader.

B. No Registration Required

As with all self-service portal features, no registration is required. This allows customers to quickly participate in any forum topic. To save on keystrokes, HelpSpot will remember their information and populates those fields for later use.

C. Security Word Required

To keep the Forum SPAM to a minimum, HelpSpot defaults to requiring customers to input a security word, or captcha, prior to submitting their message in the Forums.

D. Subscribe via Email

Rather than having to continually check for a response to a forum post, the customer can opt to subscribe to the forum via email so every time a new post is added to the topic an email will be sent.

Managing Forums

Important to remember, moderators can directly connect other parts of HelpSpot into the forums by:

A. Request Integration

Moderators can convert any post into a request with one click.

B. Time Saving Tools

HelpSpot brings the request tools into the forums by providing moderators quick access to the prepared response or knowledge book pages for inclusion in a post.

C. Post Management

A forum moderator can quickly modify or delete any post.

D. Flagging Known Users

Marking a user as known identifies an individual each time they post. This is useful to mark help desk staff members, 'power' users of your product, and active participants.

E. Moderate Topics

Topics can be marked as sticky (they always appear at the top of the forum) or closed.

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