Getting Started Guides(27)
- Understanding Metadata, Custom Issue Fields, & Tags
- Native SDK Implementation Guide
- Guided Issue Filing
- API Key Management
- Setting Up Your Dashboard
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Billing & Data(7)
- How do I submit a redaction request for Issue or end user data?
- Where can I find Helpshift’s Privacy Policy?
- Where can I find plans and pricing information?
- How do I set up a plan and automatic credit card billing?
- What is MAU & how does Helpshift calculate it?
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Troubleshooting/Known Issues(26)
- How do I check Helpshift’s Service Status?
- How do I do a Hard Refresh on the Helpshift Dashboard?
- Why doesn’t the Dashboard work as well on Firefox, Safari, and Internet Explorer compared to Chrome?
- Why does nothing happen when I click ‘More’ under the tags list?
- Why is my FAQ formatted incorrectly after a bulk update?
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Issues Feed & Tags(48)
- What is an Issue in Helpshift?
- How should I communicate with users via Issues?
- How can I make sure Agents are notified when new Issues are created?
- How does the Issues feed on my Dashboard work?
- How can I filter my Issues by language?
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Smart Views(11)
- What are Smart Views, & how do I use them?
- How do I create Smart Views?
- How do I create an ‘All New Issues’ or ‘All Issues’ Shared Smart View for Agents?
- How do I edit or remove an existing Smart View?
- How do I reorder my Smart Views?
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Automations(10)
- What are Automations, and how should I use them?
- What are New Issue Automations, and how do I set them up?
- What are Time-Based Automations, and how do I set them up?
- How do I set up Autoresponses?
- How do I set up Reminder Automations?
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Helpshift Analytics(7)
- What can I see in the Analytics Dashboard?
- What metrics are available for evaluating Agent performance?
- What metrics can I use to analyze my FAQs?
- What time do my Analytics metrics update daily?
- How is ‘Contact Rate’ defined/calculated?
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Live Dashboard Notifications(6)
- What are Live Notifications?
- What are Growl Notifications, and when do they appear?
- How do I turn off Growl Notification sounds?
- How do Live Notifications lead to mandatory page refresh?
- What does the ‘connecting’ icon mean, and what should I do if I see it frequently?
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FAQ Management(36)
- How do I create FAQ Sections & articles?
- How do I publish/unpublish my FAQ article?
- What should I include in an FAQ Article?
- How do I import FAQs?
- How do I export FAQs?
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Email Support(11)
- How do I block an email address in Helpshift?
- How do I use SPF records to prevent emails from going to the ‘spam’ inbox?
- How do I forward my support emails into Helpshift?
- What is email branding, and how do I set it up?
- How do I create engaging branding for my support emails?
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Web Support Portal(22)
- What is the Web Support Portal and how do I set it up?
- How do I customize my Web Support Portal?
- How do I embed my Web Support Portal?
- How do I set up my Web Support Portal in different languages?
- Can I hide or customize my Web Support Portal’s ‘Contact Us’ button?
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Web Chat(4)
- Web Chat
- How do I set up business hours for Web Chat?
- Webinar: Web Chat
- How do I set up Web Chat to support multiple languages?
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In-app Support(34)
- How do I add my app in Helpshift?
- What should I call my Help section in my app?
- Where should the Helpshift option appear in my app?
- How many languages does Helpshift support?
- What does the in-app support experience look like for a user?
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Workflow Management(12)
- Workflow Management
- What are Queues, and how do I use them?
- What is Agent Availability, and how can it optimize my team’s workflow?
- How do I limit the number of Issues Agents are assigned?
- How can I make sure Issues aren’t assigned to an Agent who is sick, taking a break, or otherwise unavailable?
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Real-Time Operations(9)
- What is Real-Time Operations, & how do I use it?
- How do I customize which Queues & Teams appear on the Real-Time Operations page?
- How do I customize which metrics appear on the Real-Time Operations page?
- What is a ‘time window’ and how do I set one in the Real-Time Operations page?
- What is a threshold, and how do I set one for metrics on my Real-Time Operations page?
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SensAI Predict(7)
- What is SensAI Predict, and how does it work?
- How do I prepare my data for the Predict Model?
- How do I give my Agents permission to provide feedback on the accuracy of Predict Labels from within Issues?
- How do I add Predict Labels into Automations?
- What is the Confidence Threshold, and what value should I set for it?
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Campaigns(18)
- What are Campaigns and how do I use them?
- What are Notification Buttons in Campaigns?
- What do the different Campaign Actions do?
- Should I run Broadcast or Continuous Campaigns?
- How should I define the segmentation/target audience for my Campaign?
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Integrations/REST API(13)
- How do I edit my profile avatar in Helpshift?
- What are Helpshift Webhooks, and how do I set them up?
- How do I access my Helpshift REST API keys?
- API Key Management
- Webhooks for Custom Issue Fields
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Salesforce(9)
- What is Helpshift for Salesforce?
- Where can I get Helpshift for Salesforce?
- Is it possible to trial the Helpshift solution with Salesforce?
- How do I upgrade to the latest version of the Salesforce Integration?
- What access will be needed by the Salesforce Admin installing Helpshift for Salesforce?
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Power BI(19)
- How can I get more out of Helpshift Analytics with Power BI?
- How do I install Power BI?
- Power BI 101
- Power BI Reports Overview
- Why does my content pack data not refresh?
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User Identity Verification(5)
- What is User Identity Verification, and how do I set it up?
- How do I configure the endpoint and my app / Web Chat widget for User Identity Verification?
- How do I test that I have User Identity Verification set up correctly?
- How do I track and manage my users across different platforms and devices?
- What do I do if my User Identification secret key is compromised?