Real-Time Operations concepts: Overview

To monitor queue and team performance in real time, Helpshift administrators and supervisors can click Real-Time Operations on the Helpshift...

Live Dashboard Notifications: How do I turn off Growl Notification sounds?

To turn off Growl Notifications altogether, navigate to Account Settings under your profile icon in the bottom left corner. Disabling Growls...

Account Settings: How do I manage my Account Settings?

To review and manage your Account Settings, click the profile icon in the bottom left corner on the Dashboard, then click ‘Account Settings’...

Account Settings: How do I review or change my time zone setting in the Dashboard?

Note: it is not possible to change your time zone at the domain level. You can only change it for your individual account.You can review and...

Account Settings: How do I edit my profile avatar in Helpshift?

Although there is no option to directly edit your personal profile picture in Helpshift, our integration with Gravatar will help you achieve...

Groups and Teams: Managing Your Team (Guide)

Helpshift is designed to support any support team, regardless of size or structure. We provide the functionality to organize your team via A...

Groups and Teams: What are the different roles in Helpshift?

You can organize your support team using Agent Groups or Teams with our 3-tiered role structure consisting of&...

Groups and Teams: How do I invite my team members as Agents, Admins, and Supervisors?

When Admins invite new team members to the Dashboard, they have the option to reassign their role to Admin or Supervisor. To learn more abou...

Groups and Teams: How do I create Agent Groups?

Agent Groups enable Admins to manage different tiers of support and improve team efficiency when responding to large volumes of Issues....

Groups and Teams: How can I secure my team’s Dashboard?

Helpshift knows you care about securing your Dashboard to protect your support team and user data. This is why we’ve provided an array of re...

Groups and Teams: How do I use Nicknames to protect Agent privacy?

If you have concerns about showing Agent names under certain circumstances, you can use Nicknames. These shield the Agent’s real name from t...

Groups and Teams: What do I do if I forgot my account password?

To regain access to your account in the event of a lost password, proceed as follows:1. Navigate to http://[yourdomain].helpshift.com/login2...

Groups and Teams: How do I change my account email?

Note: You cannot change the user's email address directly from the dashboard due to multiple backend issues associated with the user. &nbs...

Groups and Teams: How do I remove an Agent, and what will happen to their Issues if I do?

Please note: when removing a team member, you permanently delete the history of their support KPIs (Key Performance Indicators). Proceed wit...

Groups and Teams: What is the Announcements feature & how do I use it?

The Announcements feature allows you to send a systemwide message to all your Agents via the Dashboard. This feature is helpful for quickly ...

Groups and Teams: We’re not receiving notifications or recovery instructions by email, why?

If this is a member account, please reach out to our support team via our contact page so we can check our 3rd party mailing syste...

Groups and Teams: How do I toggle Agent & Supervisor Permissions for FAQ and Bulk Edit access?

 Navigate to Settings > Organization > Permissions.2. Under the ‘Agent Permissions’ and ‘Supervisor Permissions’ areas, togg...

Groups and Teams: How do I allow Agents and Supervisors to review CSAT feedback?

To toggle Agent and Supervisor permissions for reviewing feedback, navigate to Settings > Permissions.Under ‘Feature Access’, two on/off ...

Groups and Teams: Where can I review my or my Agent’s CSAT scores?

To give your team members the ability to review CSAT scores, you must first enable them to be viewable by Agents and Supervisors. If yo...

Groups and Teams: Why does a CAPTCHA appear when I try to log in?

To prevent attempts to gain unauthorized access to your Dashboard, if a team member has made 5 unsuccessful login attempts in a row, they wi...

Groups and Teams: I tried resetting my password and I didn’t get the reset email, what do I do?

If you haven’t done so already, check your spam folder to see if the password reset email was sent there.If you still don’t see it, have an ...

Groups and Teams: Editing Agent Details

Helpshift allows you to edit the Agent details.Administrators can edit the Name and Nickname of an Agent from the Team Settin...

Groups and Teams: How do I manage Groups in the Helpshift Dashboard?

Groups enable Administrators to manage different tiers of support and improve team efficiency.Utilizing Groups with Smart Views and Queues a...

Real-Time Operations: What is Real-Time Operations, & how do I use it?

Real-Time Operations allows you to monitor Queue and Team performance live. This enables team leads and shift managers to:Actively trac...

Groups and Teams: What are Teams, and how should I use them?

Teams is a feature that allows you to maintain a large organizational structure. Each Team consists of different Admins, Supervisors, a...

Real-Time Operations: How do I pause or manually refresh live updates on the Real-Time Operations page?

Your Real-Time Operations metrics automatically refresh every 15 seconds. Averages are recalculated every 5 minutes.To pause live updates to...

Real-Time Operations: Customize Queues and Teams displayed on Real-Time Operations page

Please note: changes that you make to the Queues and Teams listed on the Real-Time Operations page are only reflected for your individual vi...

Real-Time Operations: Customize metrics displayed on the Real-Time Operations page

NOTE: Changes that you make to the metrics listed on the Real-Time Operations page are only reflected for your individual view. It does not ...

Real-Time Operations: Customize time window metrics displayed on the Real-Time Operations page

A time window is a duration of time starting from the current moment and extending into the past. Admins and Supervisors can set a time...

Real-Time Operations: Export Real-Time Operations data

Real-Time Operations data can only be exported while live updates are paused. To pause live updates, click the ‘pause’ button on the Real-Ti...

Real-Time Operations: What is a threshold, and how do I set one for metrics on my Real-Time Operations page?

A threshold is a performance value you can set for a metric that will be visually reflected on the Real-Time Operations page if th...

Real-Time Operations: How do I mark Agents as Available or Away from the Real-Time Operations Page?

If you have your Agent Availability settings configured to allow Agents to mark themselves as Available or Away, Admins and Superv...