Mailbox Queue Assignment

HelpSpot organizes incoming requests into mailboxes and queues so the right team sees the right tickets. A Beam agent reads a new ticket's subject, sender, and any custom fields already filled in, and compares them against the routing rules set up, such as refund requests to billing or login issues to account support. Where the match is clear, the agent assigns the ticket to the correct mailbox and queue and applies any standard tags. Tickets that mention several topics at once, or do not match an existing rule, are left in the general queue and flagged for a person to assign.

Saved Response Replies

Teams in HelpSpot build a library of saved responses for questions that come up often, such as shipping timelines or account resets. A Beam agent checks each new ticket against this library, and where the question matches a saved response the account has approved for unattended use, answers with it and updates the ticket's status. If the match is close but not exact, or the response covers only part of the question, the agent attaches it as a draft instead of sending it. A teammate then reviews the draft, edits it if needed, and replies themselves.

Custom Field Updates

HelpSpot tickets carry custom fields a team defines, such as order number, product, or issue type, which help with reporting and routing. A Beam agent reads the contents of a new ticket and fills in the custom fields it can confidently identify, such as an order number mentioned in the message. This keeps reporting accurate without a teammate copying details from the ticket body into a field by hand. Where a field requires a judgment call, such as classifying an ambiguous complaint into a severity level, the agent leaves it blank and flags the ticket for a person to fill in.