Agent Dashboard concepts: Overview

Agent Dashboard is the Helpshift user interface (UI) where customer service agents work their way through lists — called “views” — of custom...

Agent Dashboard concepts: Issue assignment

Agent Dashboard shows each customer service agent a view of their own assigned issues. Issues may be assigned to an agent: automaticall...

Agent Dashboard concepts: Agent activities

Customer service agents can use Agent Dashboard to perform many different types of tasks, including the following.chat with users about thei...

Agent Dashboard procedures: Create a personal Smart View

To create and configure a personal Smart View, an agent does the following. Step 1. On the Helpshift toolbar, click Issues.Agent D...

Agent Dashboard procedures: Search and invoke Quick Replies

A Quick Reply in Agent Dashboard is a kind of text-insertion macro. As soon as a service agent invokes one, it injects a detailed and person...

Agent Dashboard procedures: Use article or FAQ excerpts in chat

A service agent can insert the full text of any article from your Help Center into their active chat session. This text is editable, so that...

Agent Dashboard procedures: Reopen a mistakenly resolved issue

To reopen an issue that they mistakenly marked as resolved, an agent can do the following.Step 1.  On the Helpshift toolbar, ...

Agent Dashboard procedures: Reject an issue

Agents can reject any issue at their discretion, and a rejected issue cannot be reopened.NOTEA rejected issue does not show any custome...

Agent Dashboard procedures: Redact sensitive user information

Sometimes, an end-user discloses personal information or other details during a support conversation, which your brand should neither posses...

Web chat procedures: Embed the widget

Step 1.  Log in to your Helpshift instance as its administrator.Step 2.  On the Helpshift toolbar, click Settings.Step 3. &nb...

QR code API concepts: Overview

As video gaming brands look to engage with players beyond console systems, the number of multiplatform games continues to climb. To build on...

Agent Dashboard: Agent Experience Guide

This guide is intended to help Agents quickly get started using the Helpshift Dashboard to manage Issues. It can also be used to get st...

For Agent: What is an Issue in Helpshift?

An Issue is a support inquiry from a customer, also known as a ticket in some other customer service management systems. These Iss...

For Agent: What is the ‘Issue Status’ and how do I update it?

The Issue Status is the the current state of an Issue. The following Issue statuses are available in Helpshift:New Issue: has not ...

For Agent: How can I follow back up on resolved Issues?

There are a few reasons why you might resolve an Issue, but then want to reopen it or follow back up with the user at a later time. For exam...

For Agent: How do I assign an Issue to myself or another Agent?

You can assign individual Issues to yourself, a Queue, or any other team member in your Dashboard from the Issue detail page. When you ...

For Agent: How do I delete an Issue?

Once Issues are completed, you can mark such Issues as ‘Resolved’. Issues marked as ‘Resolved’ will not be deleted, and Issue data will rema...

For Agent: How do I request an in-app screenshot from a user?

An Agent can request a screenshot from an in-app user to get a better view of their problem. This is useful when engaging with less technica...

For Agent: How should I communicate with users via Issues?

When interacting with your users through Helpshift, we recommend you follow these guidelines to give your users the best support experience....

For Agent: What are Private Notes & Mentions, and how do they work?

Private Notes are internal notes that an Agent/Admin can add to an Issue. Private Notes are not visible to your end users, and are adde...

For Agent: What does the Sent/Read mail icon mean below replies?

If your Helpshift SDK version is later than iOS v5.5.0 / Android v4.4.0, you have the ability to see when your users read their messages on ...

For Agent: What is Read Status/Read Receipt, and how do I use it?

The Read Status on an Issue indicates whether the latest Agent reply has been viewed by the end user or not. It can be found by navigating t...

For Agent: What keyboard shortcuts can Agents use on the Dashboard?

Workflow efficiency is one of our highest priorities here at Helpshift. We know you receive hundreds of support Issues each week, it’s ...

Advanced Search: What is Advanced Search, and how do I use it?

Advanced Search allows you to find Issues based on various data points available in your Dashboard. You can define an Advanced Search formul...

Advanced Search: How do I use the Saved Search feature?

You can save Advanced Searches to quickly and easily re-use when working out of the My Open Issues or All Issues Smart Views, or any other S...

Advanced Search: How do I search for Issues by interaction time or by how long they were in a backlog?

Search By Interaction TimeYou can search for Issues by interaction time using the field queue_interaction_time. Interaction time i...

APIs: How do I access my Helpshift REST API keys?

To access your REST API keys, navigate to Settings > APIs. Your keys will be listed on this page. Clicking the gear icon in the bottom ri...

Webhooks: What are Helpshift Webhooks, and how do I set them up?

Helpshift Webhooks allow you to set up an integration with a third party service based on Helpshift events. You can use the integration to e...

Guide: Webhooks for Custom Issue Fields

With Custom Issue Fields, you can categorize and route Issues based on specific classifications automatically applied by the SDK when the Is...

Troubleshooting/Known Issues: Why do I get a popup asking for keychain permissions when I open my Mac app?

If you’re hosting your Mac app on the App Store, you can follow the steps in this Apple support article to disable this permission...

APIs: How do I use the REST API to update Custom Issue Fields when a new message is received from a user?

The following FAQ is written for developers. If you are a Support Manager interested in implementing this configuration, please share this a...

Configurable CORS Headers for HSAPI and WebSDK

What is Cross-Origin Resource Sharing (CORS)?Cross-Origin Resource Sharing(CORS) is a protocol that works with HTTP and allows APIs to be ac...