Getting Started

This guide is designed to walk you through steps to set up your products and platforms in your Helpshift Dashboard. For complete steps to get started, including setting up workflow features and analytics tools, see our Getting Started page. 1. Add Your App 2. Set Up In-app Support (Developer assistance needed) 3. Launch Web Chat […]

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 […]

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 […]

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 […]

The very 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’ […]

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 […]

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 […]

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 […]

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: […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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] […]

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 […]

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 […]

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 platforms […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

When a Bulk Action is applied to an Issue that is being viewed/actioned by another Agent, that Agent will be advised that Issues have been updated via a pop-up and will be prompted to refresh their View. To avoid Agent collision while doing bulk actions, keep an eye out for the yellow indicator on the […]

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 […]

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 […]

Archived Issues are Issues that are 1+ years old and currently in the resolved or rejected state, were automatically archived. Though Issues in Helpshift are automatically archived after 1 year, you can still access an archived Issue in several ways: Direct URL: All Issues can be accessed via the URL assigned to them in the […]

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 […]

When reviewing Issue details in the Helpshift Dashboard, the platform or channel that the user reached out from is indicated in an icon on the left side of the Issue. On the Issue details page, you can also see the platform listed near the top of the conversations tab. An iOS Issue A Web Chat […]

Spikes in Issue volume can be tracked in Power BI, and you can set up alerts in Power BI for when certain thresholds are met. To learn more, see Microsoft’s documentation on Data alerts in Power BI service.