Note: User Hub features are in Closed Beta. Please reach out to your Customer Success managers for more information.
Prerequisite: User tags must be configured at the admin level. For more information, refer to the guide on Configuring User Tags.
User tags help agents understand and label users based on specific context. They are displayed in the User profile and are distinct from Issue tags with a dedicated label.
Adding User Tags
To add a user tag to a user profile, follow these steps:
- Open any issue conversation on your Helpshift dashboard.
- In the top right panel, select the User tab.
- Click the + Add user tags button.
- Upon successful addition, you will see a notification confirming you have added your User Tags.
Viewing User Tags
User tags appear directly within the User profile in the User tab. If there are more tags than can fit, an overflow label, such as “+5,” will appear, which agents can click to view the full list.
User tags can be accessed in a two-pane view or a three-pane view.
Updating/Removing User Tags
To update or remove user tags from a user profile, follow these steps:
- Click the Edit icon in the User profile.
- To remove a tag, click the Remove button next to the specific tag.
- To add new tags, click the space next to existing user tags and enter additional tags as needed. You will receive a success notification once you have made the changes.
Changes are saved automatically and retained across the 2-pane and 3-pane views.