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 […]

Guide: Agent Experience

This guide is intended to help Agents quickly get started using the Helpshift Dashboard to manage Issues. If your Dashboard has not been set up yet, please refer your Admin to review Setting Up Your Dashboard first. This guide can also be used to get started with the Helpshift Chat App for Zendesk, as all […]

What is an Issue in Helpshift?

An Issue is a support inquiry from a customer, also known as a ticket in some other customer service management systems. These Issues are seen in the Issue Feed in your Dashboard. There are three ways through which an Issue can be created in your Helpshift account: 1. In-App conversations with your user. These are […]

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. […]

What is the ‘Issue Status’ and how do I update it?

The Issue Status is the the current state of an Issue. The following Issue statuses are available in Helpshift: New Issue: has not yet been assigned or replied to New Issue for Agent: assigned to an Agent, not yet replied to Waiting for Agent: Agent has replied and the end user has responded; waiting for Agent […]

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 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 can I follow back up on resolved Issues?

There are a few reasons why you might resolve an Issue, but then want to reopen it or follow back up with the user at a later time. For example, you may have launched a new feature that was requested by users in the past, and thus would like to give those users a heads up […]

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 assign an Issue to myself or another Agent?

You can assign individual Issues to yourself, a Queue, or any other team member in your Dashboard from the Issue detail page. When you open an Issue, you will see an ‘Assignee’ Section in the bottom right-hand corner of the page. Click the drop-down to select the Agent or Queue you’d like to assign the Issue […]

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 do I delete an Issue?

Once Issues are completed, you can mark such Issues as ‘Resolved’. Issues marked as ‘Resolved’ will not be deleted, and Issue data will remain in Helpshift’s servers in case is needed at a later time. However, we have the ability to redact sensitive information from Issues if your COPPA compliance efforts so require. If you […]

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 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 do I request an in-app screenshot from a user?

An Agent can request a screenshot from an in-app user to get a better view of their problem. This is useful when engaging with less technical users. To request a screenshot, go into the detailed view of the user’s Issue, then click the ‘camera icon’ below your text field. After you click this button, the […]

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 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 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 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 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 should I communicate with users via Issues?

When interacting with your users through Helpshift, we recommend you follow these guidelines to give your users the best support experience. 1. Write in a friendly, casual tone. 2. Helpshift’s in-app messaging feature makes your user feel like they are texting someone. This is different than email, so keep your responses short and to the […]

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 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 are Private Notes & Mentions, and how do they work?

Private Notes are internal notes that an Agent/Admin can add to an Issue. Private Notes are not visible to your end users, and are added in-line within the messages. This feature is particularly helpful for Agents who want to provide context when reassigning the Issue to another Agent in the Dashboard. Private Notes also support […]

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 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 the Sent/Read mail icon mean below replies?

If your Helpshift SDK version is later than iOS v5.5.0 / Android v4.4.0, you have the ability to see when your users read their messages on their devices. These are known as Sent Receipts and Read Receipts. You will automatically see this info in your Issues view on the Dashboard. Hovering over the timestamp with […]

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 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 is Read Status/Read Receipt, and how do I use it?

The Read Status on an Issue indicates whether the latest Agent reply has been viewed by the end user or not. It can be found by navigating to Issues, clicking on an Issue to open the Issue details, and hovering over the checkmark below the reply. Please note: the Read Status is the specific change […]

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 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 […]

Where can I view the device information and metadata associated with each Issue?

Device information associated with Issues can be found within the ‘Metadata’ tab at the top of the Issue details page. This section contains device and OS information, as well as any debug logs and Custom Data sent through the SDK (for example, the metadata and HS-Tags your developer implemented). To learn more about metadata, Custom […]

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 […]