Guide: Using Automations

As the name implies, Automations in Helpshift allow you to automate aspects of your workflow to improve efficiency and Agent performance. You can perform a variety of functions on an Issue when it is created, including: Automatically tagging and assigning Issues to Smart Views, Queues, or individual Agents Adding Autoreplies to let users know the status […]

What are Automations, and how should I use them?

Automations allow you to define conditions to trigger an automatic action on a new or open Issue, such as reassignment, resolution, an automated response, and more. Automating these aspects of your workflow improves efficiency by freeing up Agents from these manual tasks so they have more time to respond to users. You can use Automations to do the following: Update Custom […]

What are New Issue Automations, and how do I set them up?

New Issue Automations allow you to complete a number of different actions immediately upon Issue creation based on set conditions for the Issue. Actions that can be taken via New Issue Automations are as follows: Assign Issues to specific Agents, Agent Groups, Queues, or Bots Filter Issues to be categorized into Smart Views Add Custom Issue […]

What are Time-Based Automations, and how do I set them up?

Time-Based Automations allow you to run Automations on any open Issue. This enables your team to effectively maintain SLAs, escalate priority Issues, and follow up with end users automatically. With Time-Based Automations, your Agents can focus their time on solving issues instead of prioritizing and routing Issues. Time-Based Automations are part of Workflow Management, a […]

How do I use Bots with Time-Based Automations?

We configured Time-Based Automations to interact with Bots in a way that will benefit your workflow. With this in mind, if an Issue is assigned to a Bot and a Time-Based Automation is set to complete the actions listed below, the following will occur: Send a new message to the user only: It will be […]

How do I set up Autoresponses?

Autoresponses can be used to reassure your users that you’ve received their Issue, or provide relevant information based on Issue criteria. For example, if you have guaranteed SLAs for certain Issue types (such as inquiries from VIPs, or refund requests) you can send an Autoresponse to those users letting them know that they will receive […]

How do I set up Reminder Automations?

Reminder Automations can be set to run on specific types of Issues where you’d like to check in with the user. Sometimes it can take a while for a user to respond, but often they may forget and just need a reminder to reply back. Reminder Automations send a custom follow-up message based on the […]

How do I set up Auto Resolve Automations?

Auto Resolve Automations allow you to automatically resolve Issues when you have not heard back from the user after a certain number of days. These are helpful for closing out Issues where the end user has lost interest in order to declutter your Helpshift Dashboard. To set up an Auto Resolve Automation, proceed as follows: […]

How do I use Auto Resolve and Autoreply together?

If you have a New Issue Automation set up to Autoreply to Issues, there are two possible outcomes for the Issue based on how those Automations are set up: If the New Issue Automation autoreplies to a new Issue, and no Agent ever replies to that issue, then the Auto Resolve Automation will not run on the Issue. […]

How do I assign Issues to a specific Agent, Queue, or Bot?

You can assign Issues to specific Agents, Queues, or Bots automatically as part of your workflow using Automations, or manually by completing a Bulk Action. Assign Issues using Automations When setting up an Automation, you are prompted to select conditions that Issues must meet for the Automation to run on them. After that, you are […]

How to prevent Spam with Helpshift?

Helpshift provides different methods to manage spam and to prevent the impact of spam on your organization.  This article outlines the methods available in Helpshift to manage spam: Setting up and forwarding email from your brand’s external email address to Helpshift Support Enabling the Helpshift Spam Filter Configuring the Helpshift Email Spam Prevention Tool Setting […]

How do Spam filters work with Helpshift?

Helpshift uses state of the art spam filter to minimize the number of email-submitted spam.  The Helpshift Spam Filter checks for the following types of spam: Spam Score based categorization of spam Virus in the attachments Known IP for Spamming Global reputation list of known spammers Content of the spam Intent of the email (Fraud, […]

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