I’m just beginning to plan an implementation of HelpSpot, and I have a question for those who have been there already. Currently all of my support requests have been handled through email (about 4000 emails). I use Google Apps with Imap if it matters.
Anyway, I’m thinking about whether to import the old emails as new requests or not. I find that when a new request comes in, I often run an email search to check on the past tickets for this person. The HelpSpot History feature would be great for this scenario once the requests have been entered, but I’m wondering whether it’s worth importing the old ones or not. Could the Live Lookup feature be used instead to lookup past emails from Google Apps Gmail?
I guess I’m considering the balance of importing a bunch of data that isn’t “clean” (well categorized, etc) vs. starting with fresh clean data but missing the history. If anyone can relate to this and has any comments, please chime in. Thanks!