Getting Started Guides(21)
- Understanding Metadata, Custom Issue Fields, & Tags
- Developer Implementation Guide
- Guided Issue Filing
- API Key Management
- Setting Up Your Dashboard in 5 Steps
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Billing & Trial Accounts(5)
- How does the 21-day trial work?
- 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?
- How do I cancel or downgrade my account?
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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 bulk update?
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Issues Feed & Tags(41)
- 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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Team Management & Groups(13)
- How do I manage my Account Settings?
- What do I do if I forgot my account password?
- How do I change my Member account email?
- What are the different roles in Helpshift?
- How do I invite my team members as Agents, Admins, and Supervisors?
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Analytics(5)
- 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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Email Support(9)
- How do I block an email address in Helpshift?
- How do I use SPF records to avoid emails 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(21)
- 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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In-app Support(30)
- 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(10)
- 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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Integrations/REST API(4)
- 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
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Salesforce(6)
- What is Helpshift for Salesforce?
- What access will be needed by the Salesforce Admin installing Helpshift for Salesforce?
- What editions of Salesforce are supported by Helpshift for Salesforce?
- Is it possible to trial the Helpshift solution with Salesforce?
- Where can I get Helpshift for Salesforce?