Getting Started

Guide: Setting Up Your Dashboard

This guide is designed to walk you through the process of setting up your support workflow and core features in your Helpshift Dashboard. 1. Add Your App 2. Set Up In-app Support (Developer assistance needed) 3. Launch Web Chat (Developer assistance needed) 4. Create FAQs & Quick Replies 5. Provide Email Support 6. Invite Your Team […]

How do I review Issues in Helpshift?

You can review Issues in Helpshift via the 3-pane view of your Issue tab, or via the full Issue view (which you can access by clicking the Issue number from the Issue details pane). The 3-pane View The 3-pane view consists of 3 panes: navigation, the Issues feed, and Issue details. You can resize your […]

How does the Issues feed on my Dashboard work?

The Helpshift 3-pane Dashboard is designed to make Agent workflows smooth and efficient for multitasking. The first pane features the list of Smart Views; the second pane lists the individual Issues for the selected Smart View; and the third pane provides details for a selected Issue, such as device information and custom data. The ‘Issues Feed’ is set […]

How can I filter my Issues by language?

Your developer can configure your app to detect device languages so that this metadata is captured for new Issues. Please have them review our developer documentation on setting SDK languages for iOS and Android. This will allow you to filter Issues by language via an Advanced Search, save your Advanced Searches for future use, and […]

How do I reply to a message with a predefined answer / FAQ article?

The best way to reply to end users with predefined answers is to use Quick Replies. To get started with Quick Replies, please see the following FAQs: What Are Quick Replies, And How Do I Use Them? How Do I Create & Manage Quick Replies? An alternative to Quick Replies is the ‘Insert FAQ’ function. […]

How are ‘other Issues’ identified within Helpshift?

When reviewing an Issue, you’ll notice the ‘Other Issues’ tab listed in the top right section of the Issue details page. When you click on it, a list of previous Issues submitted by the same user will appear. Issues are linked together in the ‘Other Issues’ tab via the User ID or user email. When […]

How do I unassign an Issue?

Helpshift does not allow you to explicitly unassign an Issue once it’s been assigned to you. However, you may need to ‘unassign’ an Issue from yourself in the following scenarios: End of Shift: Your shift ends, and you want to ensure the Issue is followed up on while you’re offline. Transfer Issue: The Issue needs […]

How do I log into my Helpshift Dashboard?

Once you’ve been added as an Agent, Admin, or Supervisor to your Helpshift Dashboard, you’ll be able to log into your Dashboard in one of two ways: 1. Navigate to your Web Support Portal and scroll down to the bottom. You’ll see a ‘Login’ link: 2. Navigate directly to the login page for your Dashboard. The […]

How can I make sure Agents are notified when new Issues are created?

Admins who have Email notifications turned on will receive notifications for new Issues and updates to Issues. However, Agents will only receive notifications for Issues assigned to them, and updates to those Issues. If you’d like Agents to receive New Issue Notifications, first ensure that they have Email Notifications turned on, per the steps below: […]

How do I prevent multiple Agents from working on the same Issue?

When multiple Agents are actively viewing the same Issue, a statement will appear on the Issue details page above the reply text box stating that one or multiple other Agents are viewing the same Issue. ‘Actively viewing the same Issue’ is defined as the Agent being in the browser and on the tab where the […]

How do Agents attach files to replies from the Dashboard?

To attach a file, simply click the paperclip icon on the Conversation screen of the Issue Details page. A prompt will appear where you can select and attach the appropriate file. Agents can attach a wide variety of files when replying to users, including the following: iWork documents Microsoft Office documents (Office 97 and newer) Rich […]

Can a user have multiple open Issues?

Helpshift structures Issue management to prevent the creation of multiple open Issues by the same user. For in-app issues, if the user already has an open, unresolved Issue, the SDK is set up so that the user can only communicate with support via that same Issue. Only if all previous Issues have been resolved can […]

How do I create an Issue on behalf of a user?

Agents and Admins have the ability to create Issues on behalf of end users by clicking a button located in certain default Smart Views that exist to manage New Issues. For Admins, this button is available in the ‘All New Issues’ and ‘My Open Issues’ Smart Views. For Agents, this button can be found in […]

How can I monitor SLAs for Issues in my Dashboard?

Issues in your Dashboard can be sorted by Queue Priority (only available if you have Queues unlocked on your Dashboard), Wait time, Latest, or Oldest, in the right-hand side of your Issues Feed. By default, your Issues are organized by ‘Wait time’, which is the amount of time they’ve been waiting to receive help. Sorting […]

Does Helpshift support rich-text or HTML elements in Agent replies?

Currently, only plain text is supported in Agent replies for both in-app and email responses. This limitation also applies to FAQs inserted into Issues as predefined answers. Any formatting or images in those FAQs will be lost or converted to plain text once inserted into a conversation. As a workaround, you can use deep linking […]

Can I CC other Agents or external users/developers on an Issue?

You can CC (carbon copy) Agents in your dashboard, or external users/developers, on existing Issues to include them in the conversation, or just add them as ‘watchers.’ Keep in mind that this functionality is only available for Email issues, and not In-app ones. The CC option can be found in the ‘…’ menu at the […]

How do I add or edit supported platforms for Helpshift?

To add or edit supported platforms for Helpshift, please complete the following steps: 1. Navigate to the Settings page by clicking the icon in the left navigation bar 2. Scroll down to the App Settings area, then click on the app you want to update the support platforms for 3. Under ‘Platforms supported for [appname] […]

How do I export Issue data from the Helpshift Dashboard?

You may wish to export Issue data for further analysis or to create a timestamped record of your Helpshift Issue activity. There are two ways you can export Issue data: 1) Use Power BI to export data as a CSV In Power BI, you can export any visual or dashboard by clicking the ‘ellipses’ (three […]

How do I share an Issue outside of the Dashboard?

There may be circumstances where an Issue needs to be shared with people outside of the Dashboard for a quicker resolution. These outside recipients do not have to be members of your Dashboard. The ‘Share Issue’ option is available within each of the Issue Detail pages. This option allows you to share conversation details, Custom […]

How do I use emojis and special characters in replies to end users?

Helpshift supports emojis and other special characters in both email and in-app replies! ? Please keep in mind that their appearance may render differently on different devices depending on the platform. Please also note that if it’s a standard unicode emoji, all modern platforms should support it, but we encourage you to test across the […]

How do permalinks work for Smart Views & individual Issues?

Permalinks for Smart Views look like this: https://support.helpshift.com/admin/issues/1-10/ The 1-10 part of the URL is our unique identifier for the Smart View that you are working out of. If you happen to refresh the page, you will be brought back to the same Smart View you were previously working on. However, this permalink will not […]

How many languages does Helpshift support?

Helpshift supports over 180 languages! A complete list of all Helpshift languages and their language codes is available at the bottom of this page. Helpshift is fully localizable, as we automatically show your Help Section in the language of the device. This allows you to easily support users who speak a variety of languages by […]

Is there a shortcut I can use to assign old, unassigned Issues to myself?

If an Admin of your team has enabled permissions for Agents and Supervisors to take unassigned Issues for themselves, then those team members will have an ‘Assign Issues To Me’ button available from within any Shared Smart View. When you click this button, a drop-down will appear allowing you to select whether you’d like to […]

What are (CSAT) Customer Satisfaction Surveys, and how do I set them up?

Customer Satisfaction Surveys, or CSAT, provide you with a way to gather honest, qualitative feedback from your app users. Combined with a quantitative metric like Number of Issues Resolved, CSAT allows you to measure your Agents’ effectiveness when working with customers. For example, once you enable CSAT, you’ll be able to see that your Agent […]

What is the resolution question, and what does it look like to end users?

The resolution question is the ‘Did we answer all your questions?’ prompt that appears for in-app users when an Agent has resolved their Issue: In SDK v7.0.1 and above, it can be enabled and disabled in the Helpshift Dashboard if you have Conversational Issue Filing enabled. In older versions of the SDK, it can be […]

What are FAQ Suggestions, and how do they work?

FAQ Suggestions is an add-on feature that can be unlocked with an account upgrade. Please reach out to success@helpshift.com to learn more. FAQ Suggestions is a Dashboard feature that will automatically suggest relevant FAQs to Agents to insert as a reply to an Issue based on the Issue context. Both published and unpublished FAQs can […]

What is the ‘Pending Reassignment’ status?

Pending Reassignment is an Issue status which appears under the following conditions: When a New Issue Automation resolves an Issue, the assignee for that Issue changes to Automations. If the Issue is reopened by the user (who may do so by rejecting the solution and replying again), since that Issue cannot be handled by Automations again, the […]

What does ‘Rejecting’ an Issue do?

When you ‘Reject’ an SDK Issue, the previous Agent chat will disappear from the user’s device. They won’t have the option to revisit that conversation, and when they navigate to your ‘contact’ button, they’ll see a blank new conversation screen and will be only able to submit a brand new Issue. You can reject an Issue […]

What is a Bulk Action?

Bulk Actions allow you to complete the following actions on a large number of selected Issues: Update the Issue status Reassign Issues to Agents, Agent Groups, Queues, and Bots Reply to multiple Issues at once Add tags and Custom Issue Fields to organize and filter Issues into Smart Views to track in Helpshift Analytics Add private notes Mark […]

What keyboard shortcuts can Agents use on the Dashboard?

Workflow efficiency is one of our highest priorities here at Helpshift. We know you receive hundreds of support Issues each week, it’s important to make every keystroke and mouse-click count. For this reason, we provide keyboard shortcuts to allow Agents to quickly Reply, Resolve, and Insert FAQs into Issues without ever having to leave the keyboard. In […]

What is the app ID/app publish ID?

There are a few different types of IDs listed in the Helpshift Dashboard, each with its own set of use cases. Those ID types and the differences between them are listed below. App ID for initializing the SDK App Publish ID for processing data privacy requests Publish ID (Web & Email Issues only) App ID […]

What are archived Issues, and how do I access them?

Archived Issues are Issues that are 1+ years old that were automatically archived. Though Issues in Helpshift are automatically archived after 1 year, you can still access an archived Issue in a number of ways: Direct URL: All Issues can be accessed via the URL assigned to them in the full Issue view. That URL […]

What browsers does Helpshift officially support for the Dashboard & Web Chat?

We officially support the latest versions of the following browsers for the Helpshift Dashboard and Web Chat: Helpshift Dashboard Google Chrome Firefox Microsoft Edge Safari Web Chat Google Chrome Firefox Microsoft Edge Safari Internet Explorer 11 iOS Safari Chrome for Android To see what the end user experience looks like with Web Chat, see our […]