SDK X: Language settings in SDK X

In SDK X, you can have control over the user’s language experience across Help Center and Chat functionality for each of your App. Steps to ...

In-app Support: Guide: API Key Management

API stands for application programming interface. Put simply, an API makes it possible for different apps to talk to one another. API k...

In-app Support: How do I add my app in Helpshift?

Apps in Helpshift represent each of the products or services you support. For example, if you have two major products, ShiftAzon (for buying...

In-app Support: What functionality should I test in my in-app experience before releasing it to my users?

To ensure a successful integration of the in-app experience for your users, we strongly recommend that you initially update your SDKs and Da...

In-app Support: What is conversational issue filing, and how do I set it up?

Please note: you can only enable Conversational Issue Filing for in-app users once you’ve upgraded to SDK v7.0.1 and above. To upgrade to th...

In-app Support: What is the greeting message, and how do I set it up?

The Greeting message is what will appear in the conversation screen when an end user opens it up for the first time. We strongly r...

In-app Support: What is the typing indicator and how do I set it up?

The typing indicator allows your users to see when an Agent is typing a reply back in an in-app conversation. It allows you to off...

In-app Support: Where should the Helpshift option appear in my app?

You’ll want to put your Helpshift Help section somewhere where it will be accessible to your users whether they are in the middle of the app...

In-app Support: What should I call my Help section in my app?

The name of your Help Section (Helpshift FAQs) is just as important as where you place it. You’ll want to make sure that the user’s expectat...

In-app Support: How do I deep link an in-app user to an FAQ article in a reply?

If you would like to keep a user in-app, but link them to an FAQ, you can use deep linking. Deep linking is a way of coding a URL ...

In-app Support: How do I find my Review URL for iOS & Android?

Please note: your review URLs must initially be added by a member of your team and are not automatically generated. To access your Review UR...

In-app Support: How do I request App Store reviews from iOS users?

With the September 19, 2017, release of iOS 11, Apple changed its policy around automatically requesting app reviews and ratings from end-us...

In-app Support: How do I update my app icon?

To update your app icon, please do the following:1. Navigate to the Settings page2. Scroll down to the App Settings section, then click the ...

In-app Support: What is the ‘Send Review Request’ function & how do I use it?

When resolving an Issue, you can use the ‘Send Review Request’ function to prompt your user to review your app in the app store before the I...

Email : DMARC for compliance and Spam prevention

An Internet security standard called Domain-based Message Authentication, Reporting, and Conformance (DMARC) can help to guard email message...

Metadata, Custom Data, & HS-Tags: What’s the difference between Metadata, Custom Issue Fields, and tags?

Metadata, Custom Issue Fields, and tags are different ways to represent data in Helpshift. Each of these data types has different functions ...

Metadata, Custom Data, & HS-Tags: What are HS-Tags?

HS-Tags are unique values that can be configured and paired with tags in the Dashboard to be automatically applied to new Iss...

Metadata, Custom Data, & HS-Tags: What is Custom Data, and how do I set it up?

You will notice a section titled ‘Custom Data’ in your metadata tab for in-app Issues. Custom Data is data that is unique to your ...

Metadata, Custom Data, & HS-Tags: When does device info and other metadata get refreshed/updated?

When an in-app user submits a new Issue, any metadata that the developers have set up is pulled in with the Issue. If any of the i...

Metadata, Custom Data, & HS-Tags: Where can I view the device information and metadata associated with each Issue?

Device information associated with Issues can be found within the ‘Metadata’ tab at the top of the Issue details page.This section contains ...

Metadata, Custom Data, & HS-Tags: What country and language code standards does Helpshift follow?

Helpshift follows the ISO 3166-1 standard for country codes, and ISO-639-1 standard for language codes.A full list of the country and langua...

In-app Support: Guide: Creating Custom Push Notifications

Helpshift offers push notifications directly from Helpshift through APNS (For iOS) and FCM/GCM (for Android). If you have your own push serv...

In-app Support: How do I upload or update my push certificates?

To upload or update your .p12 or GCM certificate, proceed as follows:1. From within the Helpshift Dashboard, click on the Settings tab to op...

In-app Support: How do I customize toggle preview text in push notifications?

Preview text allows you to add a brief, custom intro message that will appear at the beginning of all push notifications generated by A...

In-app Support: How do I identify whether a push notification is from Helpshift?

All of the notifications generated by Helpshift have an “origin” key in the payload which has a value “helpshift”. You can check for this ke...

In-App Support: Can I modify push notification titles on iOS?

While Android allows you to customize all strings in a push notification, including title, iOS does not allow push notification ti...

In-App Support: Why are my Android push notifications not working?

If you’re having issues with your Android push notifications, please review the following troubleshooting points.NOTE: Android push notifica...

In-App Support: Why are my iOS push notifications not working?

If you are encountering difficulty with iOS push notifications, please review the following:First, review our developer documentation for&nb...

In-App Support: How are notifications handled by the Mac SDK?

Helpshift’s MacOS SDK does not support push notifications. Rather, it uses local notifications to inform users when an Agent has replied to ...

In-App Support: Why don’t I see push notifications on Android when the app is backgrounded?

Android push notifications behave differently than iOS push notifications when the app is open in the background. While in iOS, push notific...

In-App Support: What does the in-app support experience look like for a user?

The screenshots depicted in this FAQ feature the legacy form-based filing flow, which is slated to be deprecated in mid-2019. To see the end...

In-App Support: How can my end users find their Issue ID #?

In-app users can find their Issue ID number by clicking the information icon within a conversation.This will lead to the information screen,...

In-App Support: How do I allow my end users to see past conversations?

You can allow your users to see past conversations by enabling conversations history for end users. This gives them the ability to see all c...

In-App Support: What is the end user experience when users can see their past conversations?

Once the conversations history toggle is enabled, your end users will have the following user experience based on the status of pa...

In-App Support: Can a bot use multiple languages?

A custom bot can use a variety of languages while engaging with your brand’s end-users. This flexibility is possible because some ...

In-App Support: What are text templates and how do I use them?

Helpshift includes features for a brand to organize, store, and work with its snippets of translated text. We call this this feature se...

In-App Support: Are FAQs available to my users offline? When do FAQ updates refresh for the offline user?

Your FAQs are always cached and available to users offline (for example, when they lose network connection or go into airplane mode.)If ther...

In-App Support: Can I add additional text fields for users submitting Issues in the SDK?

Currently, we do not have the functionality in place for you to add additional text fields for end users submitting Issues in the SDK. While...

In-App Support: How do I integrate Helpshift into my desktop app?

Mac OSHelpshift supports in-app chat and FAQs for Mac OS applications. For implementation instructions, please review Getting Started w...

In-App Support: How can I prevent users from reopening Issues?

By default, a user can reopen a previous Issue thread by responding ‘No’ to the resolution question sent upon Agent resolution. The res...

In-App Support: How do I block an SDK/in-app user?

At this time we do not have the functionality in place to allow you to block Issue submissions from the SDK at the Dashboard level. The work...

In-App Support: Does Helpshift support Kindles & Amazon devices?

Helpshift does not have a native SDK for Kindle or Amazon devices. You can provide support on those devices either by embedding yo...

In-App Support: Does Helpshift support Notification Channels for Android O?

Notification channels allow app developers to group different types of app notifications that their apps typically send to users into “...

In-App Support: How do I manage Issues coming from multiple different users on the same device?

If you’re concerned about multiple users writing into support from the same device, we recommend implementing our ‘multi-login’ feature. Thi...

In-App Support: How do I make sure the correct FAQs are shown to users based on their language, and not their locale?

There may be circumstances where you need to show a user different language options based on their language preference or locale. For exampl...

In-App Support: Why does the badge count for new in-app messages say “1,” even when there is more than one new message?

We always send the badge count as 1 by default. We do this because we don’t want to override the badge count of your app. You will need to w...

In-App Support: Why does the iOS App Store say my app supports more languages than it does?

When building your project, you’ll only want to add which languages you need, or else all of them will be displayed as supported on the App ...

In-App Support: Do conversations persist if the end user uninstalls and reinstalls my app?

You’ll notice that if one of your end users uninstalls and then reinstalls your app on the same device, their previous in-app conversation i...

In-App Support: Important changes with the release of SDK v7.5.0

We released v.7.5.0 for iOS and Android on March 25th, 2019 (View Release Notes), and want to inform you about important changes that will b...

Web & Email Support: Web & Email Support Guide

In addition to in-app support, offering web and email support channels allows you to provide a comprehensive customer support experience. A ...

Web & Email Support: Web Chat Guide

Our Web Chat widget allows you to offer a live chat experience on your website. This additional channel makes it easy for your Age...

Web & Email Support: How do I forward my support emails into Helpshift?

You can view and update your support email address in your Settings area by navigating to Settings > Support Settings > Email Support....

Web & Email Support: How do I create separate email support channels for the different apps I support?

Many companies have multiple brands and apps and want to create specific support experiences for each one. Creating separate support channel...

Web & Email Support: What is email branding, and how do I set it up?

Email Branding allows you to gracefully represent multiple app or company brands via different email templates. As an example, let’s say you...

Web & Email Support: How do I create engaging branding for my support emails?

When you edit or create a new email Support Channel in Settings > Email Support, you’ll see the option to enable custom email templa...

Web & Email Support: What happens if a user sends multiple emails to the Support alias?

If a user reports an Issue from the same email address with an interval of less than 5 minutes, that second email will be added as a message...

Web & Email Support: How do I block an email address in Helpshift?

At times it may be necessary to block individual users from continuing to contact your support team. This process can also be used to block ...

Web & Email Support: How do I manage email spam in my Dashboard?

Helpshift uses Mailgun to identify and filter the vast majority of email spam that is sent to your Dashboard on a daily basis. However, spam...

Web & Email Support: How do I use SPF records to prevent emails from going to the ‘spam’ inbox?

This process may require support from your IT administrator.To create an SPF record for a domain:1. Log in to the administrative console for...

Web & Email Support: How do I ensure spam email Issues are not reopened by new replies?

You may find when using our email spam prevention tool (currently in beta) that some of those spam emails will not stay closed, wh...

Web & Email Support: How do I use Smart Views & Automations to filter email Issues by app, platform, or language?

Email Issues by nature come with no data aside from the email address of the sender and the text in the message. You can complete the steps ...

Web & Email Support: How to prevent Spam with Helpshift?

Helpshift provides different methods to manage spam and to prevent the impact of spam on your organization. This article outlines the m...

Web & Email Support: How do I block Email Domains?

Administrators and Supervisors can block Email Domains and Subdomains to avoid spam emails.To block one or more Email Domains,Navigate to&nb...

Web & Email Support: End User Attachments and Restricting File Types

Helpshift Whitelist of File typesYou can allow end users to send images and other types of rich media files to agents. Below are the di...

Web & Email Support: How do Spam filters work with Helpshift?

Helpshift uses state of the art spam filter to minimize the number of email-submitted spam. The Helpshift Spam Filter checks for the followi...

Web & Email Support: How do I add Issue ID to the Email Subject?

Helpshift allows your end-users to access issues faster by adding the Issue Id to the subject line of an email.You can add the Issue Id for,...

Web Support Portal: What is the web support portal and how do I set it up?

DEPRECATION NOTICEWhen you sign up for Helpshift, you also get a web support portal URL similar to <https://domain.helpshift.com/hc/app/a...

Web Support Portal: Best practices to embed your web support portal

BACKGROUNDYou can embed your Helpshift web support portal in any web page, such that it occupies 100% of the available height and width. BES...

Web Support Portal: How do I set up my Web Support Portal in different languages?

To set up your Web Support Portal in different languages, be sure to add languages to your app in your main App Settings page. You can do so...

Web Support Portal: How do I reorder / hide apps & platforms in my Web Support Portal?

Admins can change the order in which Apps are shown in the App drop-down in the Web Support Portal. If you are an Admin, navigate to Setting...

Web Support Portal: How do I segment the content in my Web Support Portal by app?

Under Settings, navigate to App Settings and select your app. Then, if you haven’t already, click “Add Platform” and input all relevant deta...

Web Support Portal: How do I set up my Web Support Portal contact form in different languages?

If you’ve already added custom fields to your Web Support Portal contact form, you can upload translations for these custom fields so they’l...

Web Support Portal: Can I add an icon to my web support portal for an app that isn’t in the app store?

DEPRECATION NOTICESome apps may not show an icon on your web support portal, as seen below:In the app drop-down on the support page:On deskt...

Web Support Portal: How can I direct user inquiries from my social media page to the Helpshift dashboard?

If your app or brand has a social media presence, you may receive questions or support requests from users through those channels, such as p...

Web Support Portal: How do I redirect my existing support site to the Helpshift Web Support Portal?

You will need to setup a 302 temporary redirect from support.oldsite.com to newsite.helpshift.com. Test this first, and if everything is wor...

Web Support Portal: How do I edit an app’s nickname?

On the Helpshift toolbar, click Settings.In the navigation pane, scroll to the APP SETTINGS area. Then, click the name of whichever con...

Web Support Portal: How do I use Smart Views to filter web Issues by app, platform, or language?

You may notice when creating a Smart View for web Issues that if you select either Email or Web as a Platform when creating a Smart View, th...

Web Support Portal: How can I prevent FAQs from showing in my Web Support Portal?

When you turn off web visibility for an FAQ, those FAQs will no longer appear when ‘Web’ is selected from the platform drop-down in the...

Web Support Portal: How do I add Custom Issue Fields to my contact us form?

Please note: you can add a text or drop-down Custom Issue Field to your contact form.You can add Custom Issue Fields to your contact us form...

Web Support Portal: Help Center 2.0 — Show or hide the Contact Us button

You can show or hide the Contact Us button on your web support portal.Log in to your Helpshift instance (or “tenant”) as its administrator.O...

Help Center 2.0 — Embed your web support portal in any web page

This article contains two separate but related procedures. Both procedures pertain to Help Center 2.0, which Helpshift released on May ...

For Admin: What is the resolution question, and what does it look like to end users?

The resolution question is the ‘Did we answer all your questions?’ prompt that appears for in-app users when an Agent has resolved...

For Admin: What happens if I apply a Bulk Action to an Issue that another Agent is viewing?

When a Bulk Action is applied to an Issue that is being viewed/actioned by another Agent, that Agent will be advised that Issues have been u...

Troubleshooting/Known Issues: How do Agents address Issues in the Dashboard via mobile web?

While the Dashboard isn’t optimized for small screens, it is mobile-friendly. iPads and other tablets are ideal for using the Dashboard on t...

Troubleshooting/Known Issues: Why is the formatting incorrect when using Insert-FAQ?

Our FAQ editor allows you to apply various text formatting options to FAQs, including bold/italicized text, bullet points, and embedded imag...

Groups and Teams: What’s the difference between Teams and Agent Groups, and which should I use?

In Helpshift, you can structure your support organization using Teams, Agent Groups, and role assignments.Teams is desig...

FAQ Management: How to write and publish FAQs?

This guide will walk you through the steps to jumpstart your Web Support Portal by adding FAQ articles & Sections, writing compelling an...

FAQ Management: How do I create FAQ sections and articles?

NOTE: Help Center 2.0 — scheduled for release May 11, 2021 — introduces a feature to add section images.Sections are used to organ...

FAQ Management: How do I hide my FAQs entirely?

To hide an FAQ Section from your Web Portal or app, you’ll need to unpublish all of the FAQs in that Section, or&nb...

FAQ Management: How do I unlink an FAQ from an application?

To unlink your FAQ, click ‘Unlink’ under ‘Settings‘ on the FAQ detail panel. A warning message will appear to alert you that after...

FAQ Management: What are Issue Tags, and how do I use them?

An Issue Tag is a tag that can be added to an FAQ article being used as a Predefined Answer to help organize Issues resp...

Web Support Portal Customization: How do I hide a language from the web support portal drop-down menu?

DEPRECATION NOTICEHelp Center 2.0 — scheduled for release May 11, 2021 — does not support CSS customization. Instead, it feat...

Web Support Portal Customization: How do I remove the arrow and drop-down from the app selection screen in my Web Support Portal?

DEPRECATION NOTICEHelp Center 2.0 — scheduled for release May 11, 2021 — does not support CSS customization. Instead, it feat...

Web Support Portal Customization: How do I remove the ‘Log in’ link at the bottom of my web support portal?

DEPRECATION NOTICEHelp Center 2.0 — scheduled for release May 11, 2021 — does not show any Log in link under your web su...

Web Support Portal Customization: How do I reposition the web support portal’s Contact Us button for desktop browsers?

DEPRECATION NOTICEHelp Center 2.0 — scheduled for release May 11, 2021 — does not support CSS customization. Instead, it feat...

Web Support Portal Customization: Can I hide or customize my web support portal’s ‘Contact Us’ button?

You can change the look and feel of your Web Support Portal contact us button, change its position on the page, or even hide it completely. ...

Web Support Portal Customization: How do I customize my Web Contact Us form?

To provide a better support experience, we recommend making custom app or brand specific contact forms so you can create unique contact expe...

Web Support Portal Customization: How do I customize my web support portal?

DEPRECATION NOTICEYou can customize your web support portal with your own CSS by navigating to the Settings page.Select ‘Web Support Portal’...

User Identity Verification: What is User Identity Verification, and how do I set it up?

What is User Identity Verification?User Identity Verification is a security measure that verifies that all requests made from within yo...

User Identity Verification: How do I track and manage my users across different platforms and devices?

Android & iOSYou can use our Login API for iOS and Android to uniquely identify your users and manage them...

User Identity Verification: How do I configure the endpoint and my app / Web Chat widget for User Identity Verification?

This FAQ is for developers who are currently in the process of setting up User Identity Verification for their support team. If you have not...

User Identity Verification: How do I test that I have User Identity Verification set up correctly?

For complete steps on how to set up User Identity Verification, please see What is User Identity Verification, and how do I set it up?W...

User Identity Verification: What do I do if my User Identification secret key is compromised?

If your secret key is compromised, then 3rd parties are able to perform malicious actions such as filing Issues on behalf of a user or updat...

Troubleshooting/Known Issues: Why do I occasionally receive blank replies from email users?

The current known causes of blank responses are as follows:Not replying above the “do not reply below this line” statement, as seen in this ...

Troubleshooting/Known Issues: Why can’t videos in my embedded Web Portal be full-screened?

When videos are embedded on a page that is inside an iframe (embedded on your website), the video is unable to be full-screened.This is an i...

Webinar: Web Chat

To get started with Web Chat, please see our Web Chat guide.

SDK X: Important changes with the release of SDK X v10.2.0 for iOS and Android

We are excited to announce the major features that will be part of SDK X v10.2.0, to be released this October 2022. This update will be rele...

Web Chat: Guide

Our Web Chat widget allows you to offer a live chat experience on your website. This additional channel makes it easy for your Age...

Web Chat: How do I set up Web Chat to support multiple languages?

Our out-of-the-box Web Chat widget can support 47 languages. The default language is English (en-us). The default language can be chang...

Web Chat: How do I allow my end users to see past conversations?

You can allow your users to see past conversations by enabling conversations history for end users. This gives them the ability to see all c...

Web Chat: How do I set up business hours for Web Chat?

You can set up business hours for Web Chat to set expectations with end users by letting them know when your team will be available to help ...

Web Chat: What is the end user experience when users can see their past conversations?

Once the conversations history toggle is enabled, your end users will have the following user experience based on the status of pa...

Web Chat: How do I make my Web Chat asynchronous?

Making your Web Chat asynchronous provides an option for your end users to start a conversation via Web Chat, then close the Web Chat, widge...

Web Chat: What is the end user experience like with follow-up emails?

After an Admin has enabled follow-up emails, the follow-up email sent to users looks like this:Note: If the Agent has a Nickname s...

Web Chat: When should I redirect users to a custom URL in a follow-up email?

We strongly recommend that you use the default setting of taking the user back to the page where they first started the Web Chat conversatio...

Web Chat: How do I use Webhooks & HSAPIs to update Issues when follow-up emails are sent?

Webhooks can be used in conjunction with our APIs to perform a variety of actions on Issues after a follow-up via email is sent, such as hav...

Web Chat: How do I use text templates in web chat?

After someone in your organization creates text templates, you can use them to populate the web chat title bar and the initial mes...

Web Chat: User presence detection

AUDIENCEWe prepared this article for Helpshift administrators.CAPABILITYService agents can see, in almost real time, when a web chat user le...

Web Chat: Understand the appearance of web chat UI elements (SDK X)

Modern designs can help to bring a professional look and feel to your product support operations, as well as an improved user experience.The...

For Admin: Setting Up Your Dashboard (Guide)

This guide is designed to walk you through steps to set up your products and platforms in your Helpshift Dashboard. For complete steps to ge...

For Admin: How do I review Issues in Helpshift?

You can review Issues in Helpshift via the 3-pane view of your Issue tab, or via the full Issue view (which you can access by clicking the I...

For Admin: How does the Issues feed on my Dashboard work?

The Helpshift 3-pane Dashboard is designed to make Agent workflows smooth and efficient for multitasking.The first pane features the li...

For Admin: How can I filter my Issues by language?

Your developer can configure your app to detect device languages so that this metadata is captured for new Issues. Please have them review o...

For Admin: How do I reply to a message with a predefined answer / FAQ article?

The very best way to reply to end users with predefined answers is to use Quick Replies. To get started with Quick Replies, please see the f...

For Admin: How are ‘other Issues’ identified within Helpshift?

When reviewing an Issue, you’ll notice the ‘Other Issues’ tab listed in the top right section of the Issue details page. When you click on i...

For Admin: How do I unassign an Issue?

Helpshift does not allow you to explicitly unassign an Issue once it’s been assigned to you. However, you may need to ‘unassign’ an Issue fr...

For Admin: How do I log into my Helpshift Dashboard?

Once you’ve been added as an Agent, Admin, or Supervisor to your Helpshift Dashboard, you’ll be able to log into your Dashboard in...

For Admin: How can I make sure Agents are notified when new Issues are created?

Admins who have Email notifications turned on will receive notifications for new Issues and updates to Issues. However, Agents&nbs...

For Admin: How do I prevent multiple Agents from working on the same Issue?

When multiple Agents are actively viewing the same Issue, a statement will appear on the Issue details page above the reply text box stating...

For Admin: How do Agents attach files to replies from the Dashboard?

To attach a file, simply click the paperclip icon on the Conversation screen of the Issue Details page.A prompt will appear where you can se...

For Admin: Can a user have multiple open Issues?

Helpshift structures Issue management to prevent the creation of multiple open Issues by the same user.For in-app issues, if the user alread...

For Admin: How do I create an Issue on behalf of a user?

Agents and Admins have the ability to create Issues on behalf of end users by clicking a button located in certain default Smart Views that ...

For Admin: How can I monitor SLAs for Issues in my Dashboard?

Issues in your Dashboard can be sorted by Queue Priority (only available if you have Queues unlocked on your Dashboard), Wait time...

For Admin: Does Helpshift support rich-text or HTML elements in Agent replies?

Currently, only plain text is supported in Agent replies for both in-app and email responses. This limitation also applies to FAQs inserted ...

For Admin: Can I CC other Agents or external users/developers on an Issue?

You can CC (carbon copy) Agents in your dashboard, or external users/developers, on existing Issues to include them in the conversation, or ...

For Admin: How do I add or edit supported platforms for Helpshift?

To add or edit supported platforms for Helpshift, please complete the following steps:1. Navigate to the Settings page by clicking the icon ...

For Admin: How do I export Issue data from the Helpshift Dashboard?

You may wish to export Issue data for further analysis or to create a timestamped record of your Helpshift Issue activity.There are two ways...

For Admin: How do I share an Issue outside of the Dashboard?

There may be circumstances where an Issue needs to be shared with people outside of the Dashboard for a quicker resolution. These outside re...

For Admin: How do I use emojis and special characters in replies to end users?

Helpshift supports emojis and other special characters in both email and in-app replies.Please keep in mind that their appearance may render...

For Admin: How do permalinks work for Smart Views & individual Issues?

Permalinks for Smart Views look like this: https://support.helpshift.com/admin/issues/1-10/ The 1-10 part of the URL is our unique...

For Admin: How many languages does Helpshift support?

Helpshift supports over 180 languages! A complete list of all Helpshift languages and their language codes is available at the bottom of thi...

For Admin: Is there a shortcut I can use to assign old, unassigned Issues to myself?

If an Admin of your team has enabled permissions for Agents and Supervisors to take unassigned Issues for themselves, then those t...

For Admin: What is the ‘Pending Reassignment’ status?

Pending Reassignment is an Issue status which appears under the following conditions:When a New Issue Automation re...

For Admin: What does ‘Rejecting’ an Issue do?

When you ‘Reject’ an SDK Issue, the previous Agent chat will disappear from the user’s device. They won’t have the option to revisit that co...

For Admin: What is a Bulk Action?

Bulk Actions allow you to complete the following actions on a large number of selected Issues:Update the Issue statusReassign Issu...

For Admin: What is an app ID? And what is an app publish ID?

There are a few different types of IDs listed in the Helpshift Dashboard, each with its own set of use cases. Those ID types and the differe...

For Admin: What are archived Issues, and how do I access them?

Archived Issues are Issues that are 1+ years old and currently in the resolved or rejected state, were automatically archived. Though I...

For Admin: What browsers does Helpshift officially support for the Dashboard & Web Chat?

We officially support the latest versions of the following browsers for the Helpshift Dashboard and Web Chat:Helpshift DashboardGoogle Chrom...

For Admin: How do email, web, and in-app Issues look in Helpshift?

When reviewing Issue details in the Helpshift Dashboard, the platform or channel that the user reached out from is indicated in an icon on t...

For Admin: Is it possible to set up ‘alerts’ for spikes in Issue volume?

Spikes in Issue volume can be tracked in Power BI, and you can set up alerts in Power BI for when certain thresholds are met. To learn more,...

For Admin: Do you have a mobile app for replying to users on-the-go?

Currently we do not have a mobile app for Agents to use to reply on the go.As a workaround, you can respond to Issues on the go from your mo...

For Admin: How do I locate Issues which are more than one year old?

Helpshift is installed on billions of devices around the world. To make the Dashboard performance as fast as possible for Agents, we impleme...

For Admin: Why does nothing happen when I click ‘More’ under the tags list?

When you navigate to Settings > Tag Management > Active Tags, you’ll notice that the Page reveals 50 tags at a time, and a ‘More’ butt...

Troubleshooting: What happens if I delete an app from Helpshift?

Deleting an app in Helpshift has serious repercussions. This is why we display a prominent warning whenever this action is attempted.On...

Troubleshooting: Can I install an older version of the Helpshift SDK?

We recommend installing the latest SDK to keep up with newer OS updates and provide the best Helpshift experience for your end users. Howeve...

In-App Support: What are the minimum iOS versions supported by Helpshift?

Our latest SDKs (7.5.0+) offer full support for 10, 11 and 12.What about iOS 9?With less than 2% of users on iOS 9, we are deprecating suppo...

Troubleshooting: Why is the Windows 10 beta SDK no longer available?

Effective July 3rd, 2018, Helpshift has made the decision to discontinue support for our Windows 10 beta SDK.Since the release of the Window...

In-App Support: What does the in-app support experience look like for a user?

The screenshots depicted in this FAQ feature the legacy form-based filing flow, which is slated to be deprecated in mid-2019. To see the end...

Troubleshooting: How do I integrate Helpshift into my desktop app?

Mac OSHelpshift supports in-app chat and FAQs for Mac OS applications. For implementation instructions, please review Getting Started w...

Troubleshooting/Known Issues: Why does my iOS app crash when users try to attach an image?

There are two reasons why an app crash can occur on iOS when users tap the ‘attach’ icon in their support chat.1. (iOS 6+) The Helpshift SDK...

Troubleshooting/Known Issues: Why does my multi-process Android app crash with a “java.lang.IllegalStateException”?

Does your your application use the Helpshift SDK in two different processes? Do you initialize the Helpshift SDK in both processes?In a mult...

Troubleshooting/Known Issues: Why am I getting a “Built without full bitcode” crash on iOS?

If you get a crash with this error in the log on iOS for Unity, make sure the SDK is configured to support bitcode per our Bitcode supp...

Troubleshooting/Known Issues: What does the error “Location manager was created on a dispatch queue executing on a thread other than the main thread” on iOS mean?

This error is just a warning and can safely be ignored. It won’t cause any performance issues in your app.For context, Helpshift uses the lo...

Troubleshooting/Known Issues: Why am I seeing a ‘sending message to a Handler on a dead thread’ exception in my Android debug logs?

This error is simply a warning, and you can safely ignore it. The exception will not cause any issues with the proper functioning of the SDK...

Troubleshooting/Known Issues: Why do I get a pngcrush/”not a PNG file” error when compiling my iOS Unity app?

This error results from a known issue on Unity’s end.The solution for this error is to de-select iOS from the file inspector for any assets ...

Troubleshooting/Known Issues: Why do Agent email replies appear blank to people using the Yahoo Mail for Android app?

The Yahoo Mail for Android app doesn’t render Helpshift emails properly. The Agent reply is sent correctly from Helpshift’s end, but renders...

Troubleshooting/Known Issues: Why is my iOS app throwing a “network connection” error message when users try to load FAQs?

This type of error is often caused by incorrect API keys or an incorrect App ID. Please review the following documentation to confirm that y...

Troubleshooting/Known Issues: Why am I seeing Helpshift’s UI in English despite the SDK language being set to something else in my iOS app?

This can happen if Helpshift is unable to locate the correct localization files in your Xcode project. Please confirm all localization files...

Troubleshooting/Known Issues: How do I prevent notifications from causing issues when I obfuscate the code with Proguard?

If notifications are causing issues when obfuscating your code with Proguard, please include the following in your proguard-project.txt file...

Troubleshooting/Known Issues: Where can I read about known SDK issues for devs?

Please see our list of known issues within our developer documentation based on your platform:iOSAndroidUnity for iOSUnity for AndroidUnity ...

SDK X: Impact of OS Changes on Helpshift SDKs

The following summarizes the impact of OS updates of Android 13 & iOS 16 on Helpshift SDKs:Stay Tuned for SDK X OS related updates in Oc...

Smart Intents: Automatic Intent Assignment

Automatic Intent Assignment now makes it easier for consumers to indicate their intent. For high-confidence cases, whenever Helpshift AI det...

Smart Intents: Best practices to use Bots with Automatic Intent Assignment

Automatic Intent Assignment workflowDO'SPlease refer to the below-given instructions and image as a best practice:1. User types in their iss...

What is Re-open Time Window, and how do I use it?

Administrators can set a Re-open Time Window to prevent End Users from reopening Issues after a certain time period.To configure t...

FAQ Management: Will editing the title of an FAQ break the URL for that FAQ?

No, it will not break. When you create an FAQ article, the original link that is generated for that FAQ can be used permanently going forwar...