FAQ Management

How do I create FAQ Sections & articles?

Sections are used to organize related FAQs under common categories so that your visitors can easily find what they are looking for. To create a new Section, click the FAQs icon on the left side, then to the right of the word ‘Sections’, click ‘Add Section’. A pop-up will appear where you can add the […]

How do I publish/unpublish my FAQ article?

If you’re not already within the FAQ, first navigate to the FAQ from within your FAQ list by clicking on it within the section. From within the Issue details, switch the ‘Published’ toggle to ON. It will light up in green to signify it’s on. Please note: this toggle won’t work unless you already have […]

What should I include in an FAQ Article?

An informative and well-formatted set of articles is key to successfully resolving customer Issues and deflecting support inquiries. Our built-in FAQ editor allows you to apply the following formatting options to your articles: Formatted text (bold, italics, underline) Bulleted points Hyperlinks Embedded images (GIFS, PNG, JPG) Embedded videos (Youtube, Vimeo URLs) You can add all of this formatting […]

How do I import FAQs?

To import your FAQs after you’ve bulk edited them via CSV, navigate to the FAQs section, select the Settings gear next to the New FAQ button, then click ‘Update FAQs via CSV Upload’. A pop-up will appear prompting you to upload a zip file. Click the ‘Choose file’ button to select your file to import. […]

How do I export FAQs?

You can export FAQs as a CSV or HTML file. To do so, navigate to the FAQs section, click the Settings gear to the right of ‘New FAQ’, then select ‘Export as CSV for [appname]’ or ‘Export as HTML for [appname]’. When you export the FAQs as CSV, a zip file is downloaded. This file […]

How do I translate my FAQs?

Helpshift is localized to automatically show FAQs in the language of the user’s device. This allows you to easily support users who speak a variety of languages by manually adding translations you create to your FAQ and toggling them “On” to publish. Please note that at least one language is required to be toggled ‘On’ […]

How do I format my FAQs?

The FAQ editor allows saved text to be displayed in your preferred format on user devices as well as in web browsers. We recommend using caution when pasting from other sources, as the non-native formatting from those sources, such as tables and different sizes of text, can render incorrectly across mobile devices. For example, tables or […]

How do I bulk edit/update FAQs?

The first step to bulk updating your FAQs is to export the ones you’d like to update as a CSV or HTML file. To learn how, see How Do I Export FAQs? As a note, you cannot use CSV/HTML to create FAQs in bulk – you will need to create them manually to be able […]

How do I set up FAQs for different apps?

To set up FAQs for different apps, you will first have to add your new app in Helpshift. To do so, please see How Do I Add My App in Helpshift? Once you’ve added your app, navigate to the FAQs page, then select your app from the dropdown on the left. This will take you […]

How do I add keywords to an FAQ?

Helpshift’s sophisticated search algorithm shows relevant FAQ results as users are typing search queries. If users typically search for a specific question using a term that isn’t already contained in the FAQ, adding that term as a keyword can make those questions more easily searchable. For example, if your in-game currency is called Jems, but […]

Where can I find the Section and Publish IDs for FAQs?

Every FAQ Section you create has a sequential ‘Section ID’ next to it when you have the Section selected. The same goes for the individual FAQ’s ‘Publish ID’. You’ll need these numbers for bulk updating CSVs and creating deep links. Please note: If you delete an FAQ or Section, their IDs will be lost forever. […]

How do I remove an FAQ Section or Article?

To remove or delete an FAQ Section, navigate to the FAQs tab and click the trash icon to the right of the Section title. A pop-up will appear warning you that deleting the section will also move all of the FAQs contained within it to the first section. Click the ‘delete’ button to finalize this […]

How do I hide my FAQs entirely?

To hide an FAQ Section from your Web Portal or app, you’ll need to unpublish all of the FAQs in that Section, or edit their visibility on the different platforms. If you want to temporarily remove your FAQs (for example, while your app or Web Support Portal is in development), you can also have your developer comment out the button linked […]

How do I make sure that users only see FAQ articles for their platform?

Helpshift recommends creating unique FAQs for each of your apps’ platforms as a best practice, then making each one visible only for their specific platforms. If an FAQ has slightly different content for iOS vs. Android, for example, you can create an iOS version and an Android version of the FAQ. To update the visibility […]

How do I reorder my FAQ articles & Sections?

To reorder FAQ articles and Sections, navigate to your FAQ section, click the Settings dropdown button next to the New FAQ button, and choose “Enable Reordering”. Once enabled, you’ll see the drag drop handles/marks next to FAQs and Sections. You can click and drag FAQs and Sections with your mouse to re-order them. To delete […]

How do Agents see the most recent changes made to FAQs?

When an FAQ article is created and/or updated, the ‘updated by’ and ‘updated date’ stamps are displayed in the FAQ Dashboard in the bottom right corner next to the FAQ article that was updated, e.g. “2d by Eva”. However, this information applies only to the languages selected when that FAQ was updated. If an FAQ article […]

How do I copy or link an FAQ across multiple apps?

Our Linked FAQ feature provides you the functionality to easily share FAQs, along with their translations, across multiple different apps. For example, if you need to display a different set of Troubleshooting FAQs for each app, but want to use the same set of General FAQs for all apps, you don’t need to duplicate the […]

How do I unlink an FAQ?

To unlink your FAQ, click ‘Unlink’ in the ‘Publish’ area on the FAQ detail panel. A warning message will appear to alert you that after unlinking, the content and translations of this FAQ will no longer be in sync with other apps. The FAQ will be made independent along with its properties. To confirm this […]

Where can I find permalinks for my web FAQs?

The permalink for an FAQ in your Web Support Portal can be found at the bottom of the page to the right of the ‘updated’ timestamp. This is the URL you can send stakeholders who don’t have access to your in-app FAQs.

Why are there numbers at the end of my FAQ URL?

If you have two FAQs with the same exact name, whether unpublished or not, the second FAQ created will have numbers generated at the end of the URL to differentiate. If you do not want the numbers at the end of the second FAQ URL, please do one of the following: 1. Change the name […]

Will editing the title of an FAQ break the URL for that FAQ?

No, it will not break. When you create an FAQ article, the original link that is generated for that FAQ can be used permanently going forward. We do generate new permalinks when edits are made to the FAQ’s title; however, the original URL will remain live and will redirect if the title or location of […]

What are Issue Tags, and how do I use them?

An Issue Tag is a tag that can be added to an FAQ article being used as a Predefined Answer to help organize Issues responded to with this answer. For example, if your FAQ article “How do I login to my account?” has the Issue Tag ‘login’, and this FAQ is used as a predefined […]

How do I insert an Agent Signature?

Helpshift support is meant to feel like a mobile messaging experience, and users will already be able to see who the response came from and at what time it was sent from. Because of this, short and effective responses work best when replying to customers, and agent signatures are not needed. You can see screenshots of the […]

How do I create a “mailto” link in an FAQ?

To create a mailto link, proceed as follows: 1. Open the FAQ details page by clicking on the FAQ within the list of FAQs 2. Click the ‘Edit’ button to open the FAQ Editor 3. From within the text box, highlight the text you want to hyperlink 4. Click the hyperlink icon in the text editor toolbar […]

How do I optimize images to ensure they do not appear blurry?

When placing images in your FAQs, keep your app’s supported device ratios and default app orientations in mind. These settings can impact the appearance and rendering of your images, causing them to appear blurry or pixelated. Though you cannot manually resize images within the Text Editor, Helpshift automatically creates thumbnails and compresses file sizes for varying resolutions with fidelity […]

How do I deep link to an FAQ from within the app?

If you would like to link a user to an FAQ and have it open within the app, you can use deep linking. Deep linking is the use of a hyperlink that links to a specific, generally searchable or indexed, piece of web content on a website (e.g., “http://example.com/path/page”), rather than the website’s home page […]

Why am I having issues with my CSV file?

When attempting to bulk update FAQs, there are several different error messages that may appear during the process. Some universal steps to avoid encountering any of these types of errors are as follows: Do not use Excel or any other non-Unicode compatible document editor to save your CSV. This includes copy-pasting from these types of documents. […]

Why does my FAQ text lose formatting when copied from another source?

Copying formatting from another source and pasting it into the FAQ editor can sometimes add incompatible formatting from the original source. This causes problems when rendering FAQs for end users. To fix any FAQs that may have incorrect text formatting, copy-paste the text as follows: Ctrl/Command+A (PC/Mac select all text) Ctrl/Command+X (PC/Mac cut) Ctrl/Command+Shift+V (PC/Mac […]

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