Before getting into the good stuff, I’ll start with a quick and dirty Filter 101 for those new to HelpSpot.
Filters, in a nut-shell: HelpSpot’s filters allow for the creation of customized request views. These views, or Filters, are defined by the condition(s) that are set. HelpSpot provides over 35 different conditions that can be used in combination, joined by any/all logic, to create thousands of filter combinations.
Included in the conditions are two that allow for the filtering of requests based on Relative Date Opened and Relative Date Closed. For each, there is a drop-down containing pre-determined time frames that range from today to last year.
Below are the more common uses for Relative Date Opened/Closed.
Preparing for a Meeting. Using Relative Date Opened, the applicable time frame can be selected for pulling requests. This is best demonstrated through an example. Let’s say the Support Manager was preparing for a monthly meeting with the Sales Manager to review the requests they worked on behalf of the Sales group.
Defining Conditions (All logic used to join):
- Relative Date Opened set to Last Month
- Category is Pre-Sales Inquires (in this example this is how Sales-related requests are grouped, this could vary)
Using Relative Date Opened and Category
Don’t forget: As mentioned in a previous post, the results of this filter can be exported to Excel, formatted and brought as a hand-out for the meeting!
Monitoring Interactions with a Specific Customer. Every support desk experiences this: customers that need to be handled with extra care whether because of a need to meet an SLA or countering a past negative experience. In these instances, let’s see how Relative Date Opened could be used.
Defining Conditions (All logic used to join):
- Relative Date Opened set to Today
- Email is set to contain the domain of the customer to monitor (this will ensure any requests from this company are included)
Monitoring Requests for a Specific Customer
With these conditions set, in the example above, the filter will show all requests opened today where the customer was anyone from the UserScape company.
Providing Feedback to Staff. For this use, Managers typically opt for Today or Yesterday as the time frame. Valuable for managers looking to deliver timely feedback on Staff interactions with Customers; serves as a great training tool for new hires.
Defining Conditions (All logic used to join):
- Relative Date Closed set to Today (or time frame as desired; dependent on frequency of review)
- Assigned Staff person is set to desired Staffer
Staff Response Monitoring
With these conditions set, in the example above, the filter will show all requests closed yesterday by Jamie Landsman.
