Custom Issue Fields

Custom Issue Fields

Custom Issue Fields allow you to classify Issues using fields made up of a label and a type. The label is where you provide the category of the field (tier, purchase date, country) and the type is where you define the kind of value which should be allowed to be entered into the field (a […]

What are Custom Issue Fields, and how do I use them?

Custom Issue Fields allow you to classify Issues using fields made up of a label and a type. The label is where you provide the category of the field (tier, purchase date, country) and the type is where you define the kind of value which should be allowed to be entered into the field (a […]

How do I migrate to using Custom Issue Fields when I already have metadata and tags?

Metadata and Custom Issue Fields Metadata is information about your user that is collected from their device by our SDK out-of-the-box, including your end user’s OS type, app version, device type, and more. This information does not change with the addition of Custom Issue Fields, and will still be collected as metadata by our SDK […]

How do I create a new Custom Issue Field?

Please note: you must be an Admin to create and manage Custom Issue Fields. To create a new Custom Issue Field, navigate to Settings > Workflows > Custom Issue Fields. The Custom Issue Fields page lists all of the active and archived Custom Issue Fields associated with your Helpshift Dashboard. To add another, click the […]

How do I edit an existing Custom Issue Field?

You can edit Custom Issue Fields from the Custom Issue Fields page. To get there, navigate to Settings > Workflows > Custom Issue Fields. On this page, click the gear icon to the right of the Custom Issue Field you’d like to edit, then select ‘Edit’ in the drop-down that appears. The ‘Edit Field’ pop-up […]

How do I allow my Agents to edit Custom Issue Fields?

Please note: allowing an Agent to edit a field means that they will have the ability to update the label, field placeholder, and values of a Custom Issue Field, and also means they have the option to archive the field. Having a Custom Issue Field listed as ‘Non Editable’ does not prevent them from updating […]

How do I reorder my Custom Issue Fields?

Reordering the list of fields on the Custom Issue Fields page also reorders how they will appear on the Issue details page for every Issue. You can reorder Custom Issue Fields from the Custom Issue Fields page. To get there, navigate to Settings > Workflows > Custom Issue Fields. On this page, click the ‘Edit […]

How do I remove a Custom Issue Field, and what happens if I do?

A Custom Issue Field can be removed from your list of active fields in 2 ways: it can be archived, and then after it is archived, it can be deleted. Archiving a Custom Issue Field will remove the field from older Issues, and make it unusable within Advanced Searches. It will still be available as […]

How do I add Custom Issue Fields to my contact us form?

Please note: you can add a text or drop-down Custom Issue Field to your contact form. You can add Custom Issue Fields to your contact us form by navigating to Settings > App Settings > select your app. On the page that appears, scroll down to the ‘Web Contact Us Form’ section, then click the […]

How do I enable Custom Issue Fields for reporting in Power BI?

Before you can use Custom Issue Fields in Power BI, they must first be enabled for reporting in your Helpshift Dashboard. Why are Custom Issue Fields reported with a different name in Power BI? Power BI does not support dynamic field names in datasets. However, as part of the steps to creating Custom Issue Fields, […]

How do I make use of Custom Issue Fields in Power BI?

Once you’ve enabled Custom Issue Fields for reporting in Power BI, you’ll see them become available in the Custom Issue Fields Mapping page of your Support Analytics report. When you click into the tab, you’ll see the Custom Issue Fields you have mapped in a table. You can use Power BI to display your Custom […]

How do I backfill my older Issues with new Custom Issue Fields?

After mapping your Custom Issue Fields, new Issues being sent into the Dashboard will pull in the user data you’ve passed through the SDK. Older, unarchived Issues will not receive the same treatment. You may decide to backfill your older Issues with your new Custom Issue Fields so that resolved and open Issues will appear […]

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