Developer/API

What are debug logs and how do I use them?

Debug logs are system-generated logs that are sent to your Dashboard along with every new conversation. They only appear if your developers have configured them in the SDK for a given game/app version. When configured, they appear under the metadata tab in the Issue details pane. You can add additional debugging statements to your code, […]

What are Helpshift Delegates?

The Helpshift SDK provides delegate callbacks to help app developers track a user’s activities within the help section. New conversation delegate If you want to keep a record of when your app users start a new conversation through Helpshift, you can implement this delegate callback. The delegate will get fired every time the user starts […]

How do I access my Helpshift REST API keys?

To access your REST API keys, navigate to Settings > APIs. Your keys will be listed on this page. Clicking the gear icon in the bottom right provides a space for you to add a new key. Please note that adding a new key will automatically disable the old key. For more info on using […]

How do I pass the User ID from the SDK?

Your developer can implement functionality in the SDK for you to pass an internal user ID that is unique to your system to make it easier to look up specific user information from a submitted Issue in Helpshift. See our developer documentation for iOS and Android. Next, set up a direct hyperlink from each Helpshift […]

What flags are available to customize the behavior of my SDK?

Helpshift provides several configuration options which can be used to customize the behavior of the SDK. These options are boolean flags which can be passed with the Helpshift APIs such as showConversation, showFAQs etc. See our developer documentation for complete instructions on SDK configuration for iOS and Android.

How do I make email optional or required for SDK users?

Depending on the status of the user (unregistered, registered), you can customize the New Conversation screen to make it easier for your user to submit a new message. For unregistered users, first have your developer implement the requireEmail field. Please see our developer documentation on requireEmail for iOS and Android. Next, configure your SDK to […]

What tools does Helpshift provide to assist me with my COPPA compliance efforts?

The materials available on this page are for informational purposes only and not for the purpose of providing legal advice. You should contact your attorney to obtain advice with respect to any particular question or issue you may have. COPPA is the Children’s Online Privacy Protection Act. It is a United States federal law designed […]

What are the minimum iOS and Android versions supported by Helpshift?

As of December 2015, the minimum API level we support for Android is “minSDK 16” for Material Design compatibility, and the targetSDK should be set 23 or 24. For iOS, as of April 2017 we offer full support for iOS 9 and 10. This means that we will have minimized support for any production issues […]

How do I set Custom Data?

You can attach additional metadata to every reported Issue via a very simple mechanism provided by the SDK. This metadata can range from user name, device information, user email, purchase behavior, game scores, customer tier, or any other data relevant to creating a suitable context to each reported issue. To learn how, please see our […]

Does Helpshift Support iOS 8?

Helpshift is offering limited support for iOS 8. We decided on this level of support in light of declining use of iOS 8 by end users. By mid-2017, only 1.4% of our customers’ end users are still using this iOS version. This allows us to focus our resources on our current SDK and compatibility with […]

Can I display the new message count on my app icon?

You can call the API ‘getNotificationCountFromRemote:’ which tells you how many unread messages you have at any given moment. You can invoke that for badging from any number of places. For more details on badge notifications, please see our developer documentation for iOS.

Can I modify push notification titles on iOS?

While Android allows you to customize all strings in a push notification, including title, iOS does not allow push notification titles to be modified. This means that, for iOS, the title of a ‘New Message’ push notification (that is, a notification received when the app is closed or backgrounded) will always appear as ‘[App Name] […]

Does the Helpshift SDK support iOS 10?

Helpshift’s latest iOS build supports the official iOS 10 release. v5.7.1 is also compatible with iOS 10, however we always recommend keeping updated with our most recent build to prevent your users from encountering known issues. Older builds are guaranteed to have issues on iOS 10, so we highly recommend updating your SDK for the […]

How do I enable Campaigns functionality in my SDK?

A limited version of Campaigns is available for all users. The full version can be unlocked via an upgrade. Please reach out to success@helpshift.com to upgrade. Once enabled on our side, you’ll want your developers to follow the instructions below: iOS Platform: Download the latest SDK that contains Campaigns via our iOS Release Notes Visit […]

How do I identify whether a push notification is from Helpshift?

All of the notifications generated by Helpshift have an “origin” key in the payload which has a value “helpshift”. You can check for this key value in your notification receive delegate and pass on the payload to Helpshift SDK to handle the notification . Helpshift SDK will take the user to the appropriate landing screen […]

How do I set up a password for iOS Push Notification .p12 certificate?

Retrieve your certificate and download it: Set up keychain access: Once you’ve downloaded the Push Certificate from “Apple Developer Member Centre”, double click to open the certificate, which then opens “Keychain Access”. Click “File” -> “Export Items” and choose “Personal Information Exchange (.p12)” format. Select the location and provide name to export the (.p12) certificate […]

What functions does Helpshift recommend testing during the integration QA process?

The Helpshift team highly recommends testing the following basic features to ensure they are functioning correctly before launching Helpshift integration to users: Launch ‘Help’ and make sure the page loads. Browse and search FAQs, including ones with large images, to ensure they load correctly. We recommend checking all FAQs for formatting issues that may only […]

What is the enableFullPrivacy flag?

You may come across scenarios where the user attaches objectionable content in the screenshots, and it becomes a COPPA concern. The enableFullPrivacy flag will help prevent you from collecting such content. Turning on this flag will perform 3 actions: Disable user-initiated screenshots – users cannot send images without being prompted to by an Agent. Prevents your […]

What is the showSearchonNewConversation flag?

This feature helps companies reduce their overall Issue volume while maintaining an excellent end user experience. The feature can be toggled on/off in our SDK (iOS v4.9.0 & Android v3.6.0) using the flag- showSearchOnNewConversation. If the showSearchOnNewConversation flag is enabled, the user will be taken to a view which shows the search results relevant to […]

What strings in the Helpshift SDK can I customize?

You can customize almost all of the strings in the Helpshift SDK from the HelpshiftLocalizable.strings (iOS) and hs_strings.xml (Android) file with additional internationalization options. More information on String customization can be found in our developer documentation for iOS and Android. Please note: If you’re using Cocoapods, you can find the HelpshiftLocalizable.strings file in the Helpshift […]

Why can’t I use Android 22 to compile my Unity project?

Our SDK will not be able to support compile SDK version 22, but you can set targetSDKVersion to 22 as long as compileSDKVersion is 23 or 24. The only thing that will be impacted is runtime permission handling 23 and above. Please see our developer documentation on app permissions and version requirements to better understand […]

Why do I get a popup asking for keychain permissions when I open my Mac app?

If you’re hosting your Mac app on the App Store, you can follow the steps in this Apple support article to disable this permissions question. If you are hosting the app on a platform like Steam, on which the app is unsigned, the app will request permission only on the first launch. It won’t ask […]

How do I log errors or crashes in my app?

While Helpshift doesn’t offer an in-house error/crash logging plugin, our customers have had success with a number of external tools, including: Crittercism Mixpanel Hockeyapp Crashlytics Sentry Bugsnag Honeybadger Instabug Airbrake (formerly Exceptional)

How do I upload or update my push certificates?

To upload or update your .p12 or GCM certificate, proceed as follows: 1. From within the Helpshift Dashboard, click on the Settings tab to open the Settings page 2. Scroll down to the ‘App Settings’ section in the left navigation bar, then select the name of the app you’d like to upload the certificate for […]

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