I am curious about the interface for customers. All the other help desk systems I have looked at provide a login facility for customers. This allows a customer to login and see all their cases in a single view. The customer only needs to remember their own login details, rather than needing a seperate access key for each case.
Is this possible with HelpSpot, and I just haven’t worked out how to enable it yet?
My ideal scenario would allow me to assign cases to different customers (where each customer is a company, not a person). Then, for each person that logs in to manage/monitor cases, I can control that person’s privileges so they can only view/edit cases that belong to their company. This scenario assumes I have created the case on behalf of the customer - for example, the case was logged over the phone. In the situation where a case is created by a customer representative (either by email or web form), the case is automatically assigned to the appropriate customer.
So that you understand the reason for my questions, I am currently evaluating a number of help desk / ticket management systems. I will be making a decision within the next few weeks as to which one we will be using. While a customer login facility is not essential for me, it is definitely something I would like to have.