Email Support

How do I block an email address in Helpshift?

At times it may be necessary to block individual users from continuing to contact your support team. This process can also be used to block spam email senders. To block a user who reached out via email, proceed as follows: 1. Navigate to the Issues tab 2. From there, click on the Issue to go […]

How do I use SPF records to avoid emails going to the ‘spam’ inbox?

This process may require support from your IT administrator. To create an SPF record for a domain: 1. Log in to the administrative console for your companies domain provider 2. Locate the page from which you can update the DNS records 3. Create a TXT record with the below information: Type: TXT Name: [domain name] […]

How do I forward my support emails into Helpshift?

You can view and update your support email address in your Settings area by navigating to Settings > Support Settings > Email Support. On the Email Support Channels page, you’ll see your full email address listed like this: To route your support emails to your Helpshift Dashboard, you’ll need to set up a forwarding […]

What is email branding, and how do I set it up?

Email Branding allows you to gracefully represent multiple app or company brands via different email templates. As an example, let’s say your company, Demo, Inc, has two apps, DemoLand and DemoWorld. If one of your users writes in via the web form or email, then you want to make sure that the branding stays consistent […]

How do I create engaging branding for my support emails?

When you edit or create a new email Support Channel in Settings > Email Support, you’ll see the option to enable custom email templates. If you enable a custom template for a given channel, emails sent in response to issues from that channel will use the template. Note: You can also apply custom templates to […]

How do I create separate email support channels for the different apps I support?

Many companies have multiple brands and apps and want to create specific support experiences for each one. Creating separate support channels for each of your apps will ensure that users see support emails coming from an app-appropriate email address. It will also enable you to easily create Automations based on which app is referenced in […]

What happens if a user sends multiple emails to the Support alias?

If a user reports an Issue from the same email address with an interval of less than 5 minutes, that second email will be added as a message to the previously created Issue. New Issues from the same email address are allowed after 5 minutes. If a user writes in from the same email address […]

How do I automatically flag and block email spam in my Dashboard?

Spammers frequently change email addresses to avoid having their messages blocked. To this end, our email spam prevention tool is designed to allow you to configure automatic tagging of potential spam Issues (currently in beta). Once you’ve created this tag, you can route these Issues to a designated Smart View. This frees up your support […]

How do I ensure spam email Issues are not reopened by new replies?

You may find when using our email spam prevention tool (currently in beta) that some of those spam emails will not stay closed, which is a result of the spammer or a CCed email address sending new email replies to the Issue. This can cause frustration when those Issues reopen in your Dashboard. To prevent […]

Web & Email Support

In addition to in-app support, offering web and email support channels allows you to provide a comprehensive customer support experience. A robust Web Support Portal filled with categories and FAQs empowers users to seek answers to basic support inquiries, troubleshoot common errors, and learn best practices when using your app. Email support (via an address […]