Browsers such as Chrome and Vivaldi have a really handy feature called Custom Search Engines that allows users to type in a “shortcut” and then search terms that will automatically be searched at a specified site. To take advantage of this feature, you simply have to have a URL that includes the search terms in the URL. Currently, the only content stored in the URLs for Helpspot is the ticket number, which severely limits the speed with which users can navigate Helpspot. If common searches such as the full-text search could be configured so the terms you use are stored in the URL, users could simply queue up the search from anywhere and perform it without having to navigate around in Helpspot.
This is an example of the configuration process:
Let’s say I set up my Helpspot custom search engine to have the shortcut “hs”. I then grab the following URL for an open ticket: https://yoururl.com/helpspot/admin.php?pg=request&reqid=123456. I then add a custom search engine to my browser and replace the ticket number at the end of the URL with the Custom Search Engine wildcard “%s”. I can now type “hs 3847262” into my browser from anywhere, and it will open the ticket I specified (https://yoururl.com/helpspot/admin.php?pg=request&reqid=3847262).
This is an example of the ideal use I’d love to see Helpspot implement:
Let’s say I need to find all tickets that mention a client’s website. Using my handy “Helpspot Full Text Search” custom search engine with a shortcut of “hss”, I type in “hss client website”, and a full-text search opens with all tickets containing the specified terms displayed.
We use this with other URLs for sites like Thesaurus.com, JIRA, and Trello, and we’ve found that these options significantly increase users’ workflow and ticket response times.