HelpSpot Help Desk Software | HelpSpot Blog | HelpSpot Support

Forwarding images and using search to find cases by searching e-mail subjects


#1

Hi!

I’m currently evaluating HelpSpot and have a couple of questions.

  1. Images that are mailed to HelpSpot doesn’t show up in the editor when you quote or forward a previous note. I’ve also noticed that when you forward a note with images, the images are removed from the e-mail body, and added as attachments (which breaks the consistency of the content). When quoting a note, images are removed completely. Is it possible to fix this, or will it be fixed in a future release of HelpSpot?

  2. Search doesn’t work for e-mail subjects. Let’s say that I get an email with the subject: “HelpSpot doesn’t work” and “How can I fix this?” in the body, search doesn’t return any results for “helpspot”. This makes it difficult to search the history of “HelpSpot” cases. Is it possible to add a fulltext index to the subject field in the request table, or is this something that has to be included in the search function itself?


#2

Hi Richard,

  1. Due to several technical factors it’s very difficult to leave the images inline. It’s something we’re looking into but we don’t have a timeframe for when such a feature might be implemented.

  2. The full text history search doesn’t search them, but you can explicitly search it under Search->Advanced Search and select the email subject condition.

What you might want to look at though is using reporting tags to categorize requests more deeply as using search to find a history of a type of issue is much less accurate than having staff categorize requests accurately initially.