Note: User Hub features are in Closed Beta. Please reach out to your Customer Success managers for more information.

User Notes allow supervisors, agents, and admins to add important information about a user that any team member can view and use for additional context when interacting with the user.

Adding User Notes

To add a User Note, follow these steps:

  1. Open an issue conversation in your Helpshift dashboard.
  2. Select ADD NOTE > Private User Note.
     
  3. Enter your note (up to 500 characters).
    • If you leave the note unsaved, it will be automatically retained as a draft until you return it to that user’s Issue conversation. To discard an unsaved draft, click CANCEL.
       
    • To add the note, click ADD USER NOTE. A success notification confirms the note has been added.

Viewing User Notes

User Notes are private and viewable only within the User Notes tab in the User Profile.

Unlike Issue Notes, which appear in conversation threads, User Notes are listed in reverse chronological order (latest first).

Note: User Notes are accessible in both the 2-pane (Issue overview) and 3-pane (Issue details) views. For more details, refer to User Context in Agent Dashboard.

The User Note count appears on the tab. If there are more than 20 notes, it displays as “+20”.

Deleting User Notes

User notes can only be deleted by the Author (themselves) or an Admin. No other users have permission to delete notes.

To delete a note:

  1. Hover over the user note.
    A delete icon will appear. 
     
  2. Click the icon. A confirmation prompt will ask you to confirm this action. 
     
  3. Once confirmed, the note is deleted.
    The system will display who deleted the note and the time of deletion.
     

Filtering User Notes

You can use the available filters to locate specific User Notes quickly:

Author Filter

  • All Authors: Displays notes by all team members (default setting).
  • My User Notes: Shows only the notes you have posted.
  • Author Name: Allows you to filter notes by individual team members.

App Filter

  • Current App: Displays User Notes for the current app by default.
  • All Apps: Allows you to view notes posted for all apps associated with the user.