Orientation concepts: What is Helpshift?

Helpshift is — simultaneously — a company, a platform, an SDK provider, and a product.    Company — As a company, Helpshift i...

Orientation concepts: Pre-deployment checklist

We built Helpshift primarily to meet the needs of consumers, and secondarily to meet the business needs of B2C firms. Being purpose-bui...

Orientation concepts: Benefits of a Helpshift subscription

Key capabilities of a Helpshift subscription include: saving time and money by automating routine support operationsempowering customer...

Orientation concepts: UI layout and navigation patterns

Certain screen layouts and navigation patterns recur widely throughout administrator-facing, supervisor-facing, and agent-fac...

Orientation concepts: The word 'app' and how we use it

At Helpshift, we use the word “app” to mean two different but interrelated things. One kind of app is compiled software that runs on a ...

Orientation concepts: The word 'issue' and how we use it

In Helpshift, an 'issue' is the record of an end-user's request for support, and of everything that occurred as a result of their request. O...

Cookies: Cookies Used By Helpshift

IntroductionThis cookie policy explains how the web help center uses cookies for the proper functioning of the website, to enable a great us...

Power BI: Why are certain metrics in Power BI different from the ones in Helpshift Analytics?

You may notice that certain metrics within your Helpshift Analytics page and Power BI dashboard do not match, despite ha...

Power BI: Why can’t I see my time zone from within the Power BI report?

Time zone support in Power BI is supported in the latest versions of the Helpshift content packs that were released on September 5th, 2...

Power BI: Why do some Issue titles get cut off in my data exports?

When exporting data from Power BI, you may notice the titles of certain Issues in the ‘Titles’ field are truncated with an ellipsi...

Power BI: Why is the ‘resolved Issues’ count in Power BI different from the one in Helpshift Analytics?

You may notice that the number of resolved Issues listed in your Power BI Dashboard is different from the one listed in your Helpshift Analy...

Power BI: Why does my content pack data not refresh?

Please note: the steps below allow you to refresh data for existing metrics in your Power BI reports. To update your content pack so that ne...

Getting Started

This page is designed to be your one-stop shop for getting Helpshift up and running. If you’re new to Helpshift, review each of the sections...

Getting Started: Workflow Management Guide

This guide is designed to walk you through setting up key workflow management features so that when a new Issue comes into your Dashboard, i...

Guide: Native SDK Implementation

Prior to reviewing this guide, you and the Support Manager of your organization should have already reviewed the first section of the G...

Guide: Live Chat Experience

Helpshift provides all the tools you need to offer a live chat experience for some or all of your users. Implementing our typing indica...

Guide: Using Automations

As the name implies, Automations in Helpshift allow you to automate aspects of your workflow to improve efficiency and Agent perfo...

Guide: In-app Messaging

Our native iOS and Android SDKs allow you to offer a seamless, conversational messaging experience to your in-app users that is unified with...

Guide: Microsoft Azure Active Directory SSO Integration

Microsoft Azure Active Directory is a SAML based identity provider like OneLogin and Okta. It allows you to effectively manage access t...

How do I do a hard refresh on the Helpshift Dashboard?

Caching issues and other browser problems can sometimes cause temporary UI glitches in the Helpshift Dashboard. To solve these, we recommend...

How do I make email optional or required for SDK users?

Depending on the status of the user (unregistered or registered), you can customize the new conversation screen to make it easier for your u...

How do I link from an Issue to my own user tracking tool based on User ID?

You can generate a User ID link to associate the user in Helpshift with the user in an external user tracking tool.To do so, complete the fo...

Guide: Helpshift Analytics

Helpshift Analytics allow you to improve the support experience for users and optimize the workflow for your team. Every organization u...

What are debug logs and how do I use them?

Debug logs are system-generated logs that are sent to your Dashboard along with every new conversation. They only appear if your developers ...

What strings in the Helpshift SDK can I customize?

You can customize almost all of the strings in the Helpshift SDK from the HelpshiftLocalizable.strings (iOS) and hs_strings.xml (Android) fi...

What is the enableFullPrivacy flag?

You may come across scenarios where the user attaches objectionable content in the screenshots, and it becomes a COPPA concern. The ena...

How do I download and integrate Helpshift SDKs?

We support iOS, Android, Unity, Xamarin, and Cocos2d-x. Download links and integration instructions for these platforms can b...

What are Helpshift Delegates?

The Helpshift SDK provides delegate callbacks to help app developers track a user’s activities within the help section.New conversation dele...

What flags are available to customize the behavior of my SDK?

Helpshift provides several configuration options which can be used to customize the behavior of the SDK. These options are boolean flags whi...

How do I set up a password for iOS Push Notification .p12 certificate?

Retrieve your certificate and download it:Set up keychain access:Once you’ve downloaded the Push Certificate from “Apple Developer Member Ce...

Can I display the new message count on my app icon?

You can call the API ‘getNotificationCountFromRemote:’ which tells you how many unread messages you have at any given moment. You can invoke...

What should I do if I have feedback about Helpshift?

Helpshift’s philosophy is to let our customers take the lead on how our product is developed, and our roadmap is based solely on popular cus...

Salesforce: What type of Salesforce license does Helpshift for Salesforce support?

Only users with Standard Users Licenses can take advantage of Helpshift for Salesforce.

Salesforce: Where can I get Helpshift for Salesforce?

Helpshift for Salesforce is available for installation from the Salesforce AppExchange. Please note that full access to the app requires pri...

Salesforce: Is it possible to trial the Helpshift solution with Salesforce?

Yes! To request a trial of Helpshift for Salesforce, please request a demo and someone will reach out with further details.

Salesforce: What editions of Salesforce are supported by Helpshift for Salesforce?

Helpshift for Salesforce leverages custom fields, custom objects and API calls. For this reason, it is currently only available Salesforce c...

Salesforce: What access will be needed by the Salesforce Admin installing Helpshift for Salesforce?

The user installing Helpshift for Salesforce in your Salesforce instance must have Salesforce Administrator access and/or the ability to cre...

Salesforce: What is Helpshift for Salesforce?

Helpshift for Salesforce is Helpshift’s new managed package for Salesforce. It gives Salesforce users the ability to add a mobile support ch...

Salesforce: How do I map custom metadata from Helpshift to Salesforce?

To map your Helpshift custom metadata to Salesforce fields, you must first map all of your custom metadata from Helpshift onto one singular ...

How does the hideNameAndEmail API work?

As of Helpshift SDK v7.0.1 and above, this API has been replaced with the Identity Bot (a toggle in the Helpshift Dashboard) for both i...

Does Helpshift support RTL text?

Helpshift will correctly render RTL text in the Helpshift Dashboard, so Agents will see text in Hebrew, Arabic, Farsi (Persian), etc correct...

How do I log errors or crashes in my app?

While Helpshift doesn’t offer an in-house error/crash logging plugin, our customers have had success with a number of external tools, includ...

Integration with Discord

Registered participants of an early access program (post-beta but pre-release) can set up two-way messaging between one Helpshift instance a...

How do I set up Short Messaging Service (SMS) in Helpshift?

You can engage in a two-way text messaging conversation with your customers using Helpshift.  Leveraging Helpshift’s powerful bots...

Add or change the icon for a container app

Background: Previously, when you bound your Helpshift server instance to a mobile app that integrated the Helpshift SDK, there was an option...

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...

How to configure iOS push notifications using .p8 key?

In order to send push notifications to all iOS mobile apps and games, you need to establish an authenticated connection with the Apple Push ...

How to configure Android push notifications on Helpshift Dashboard?

Helpshift provides Android push notifications via Firebase Cloud Messaging (FCM) for Android. FCM is a messaging solution that enables you t...

Helpshift Accessibility (Aligning with WCAG 2.0 Level A)

IntroductionAccessibility is vital for users with restricted mobility or limited vision to use our information technology products successfu...

Helpshift Foundational Analytics: Sentiment Analysis Analytics

The Sentiment Analysis Analytics report is available under the “Feature Performance - Issues” group in the “Foundational Analytics” section....