Help Center 2.0

Help Center 2.0 — Requesting article feedback

Help Center 2.0 (released May 11, 2021) added support to request article feedback from your product’s end-users. Articles that an end-user viewed in-app already supported this capability.

Help Center 2.0 — Generated ‘related articles’ blocks

  BEHAVIOR Whenever anyone opens one of your knowledge base articles for viewing, Help Center 2.0 (released May 11, 2021) generates and displays a list of whichever other articles are most closely related to it. This operation occurs automatically. No setup tasks or extra effort are required of you.   BENEFITS Related articles can direct your users […]

Help Center 2.0 — Generated ‘popular articles’ blocks

Help Center 2.0 (released May 11, 2021) sometimes generates and displays a list of its most-read articles — as many as six of them — over the most recent 30 days. We calculate readership metrics separately for each combination of container app, platform, and language. When it is available, the popular articles block loads in […]

Help Center 2.0 — Migration notes

ARTICLE FRESHNESS 2021.05.14 AUDIENCE We prepared this material for well qualified Helpshift administrators. FOUNDATIONAL KNOWLEDGE A Help Center is an in-app destination for customer service engagements and user support, centered around exactly one product or service. Help Center 1.0 is a legacy product — bound to legacy SDKs — that supports upgrading to Help Center 2.0. […]

Help Center 2.0 — SEO-friendly article URLs

ARTICLE FRESHNESS 2021.05.13 AUDIENCE We prepared this material for well qualified Helpshift administrators. The URL-generation logic for knowledge base articles and FAQs is improved in Help Center 2.0 (released May 11, 2021). As compared to our legacy product, Help Center 1.0, the enhancements in Help Center 2.0 bring: Simplicity — Articles and FAQs are now […]

Help Center 2.0 — Contact Us form customization

You can change the appearance of a Contact Us form. Log in to your Helpshift instance (or “tenant”) as its administrator. On the Helpshift toolbar, click Settings (). In the navigation bar, scroll to the APP SETTINGS area. Then, click the name of the container app whose Contact Us form you plan to change. The […]

Help Center 2.0 — High-level overview

Help Center 2.0 is an easy-to-use content management system and knowledge base, where you can develop and publish user-facing articles (such as FAQs) and related information about your products and services. It is a brand-new product, as of May 11, 2021, and will replace — over time — our legacy Help Center 1.0 product. New features […]

Help Center 2.0 — Web support portal guide

ARTICLE FRESHNESS 2021.05.13 AUDIENCE We prepared this material for well qualified Helpshift administrators. FOUNDATIONAL KNOWLEDGE A web support portal is one of the following. A public website that you oversee, which consolidates all of your company’s product support resources across its whole portfolio. The website address is — by default — <your_brand>.helpshift.com. However, you can also […]

Help Center 2.0 — Embed your web support portal in any web page

This article contains two separate but related procedures. Both procedures pertain to Help Center 2.0, which Helpshift released on May 11, 2021. The first procedure tells established Helpshift customers — those who have the legacy Help Center 1.0 product and have already embedded their web support portal into another web page — how to migrate their embedded […]

Help Center 2.0 — Customize the Contact Us form on your web support portal

You can change the appearance of a Contact Us form on your web support portal. Log in to your Helpshift instance (or “tenant”) as its administrator. On the Helpshift toolbar, click Settings (). In the navigation bar, scroll to the APP SETTINGS area. Then, click the name of the container app whose Contact Us form […]

Help Center 2.0 — Show or hide the Contact Us button

You can show or hide the Contact Us button on your web support portal. Log in to your Helpshift instance (or “tenant”) as its administrator. On the Helpshift toolbar, click Settings (). In the navigation pane, scroll to the APP SETTINGS area. Then, click the name of the container app whose Contact Us button-visibility you […]

Configure look-and-feel settings for SDK X, Help Center 2.0, web support portals, and web chat

ARTICLE FRESHNESS 2021.05.11 AUDIENCE We prepared this material for well qualified Helpshift administrators. FOUNDATIONAL KNOWLEDGE A Help Center is an in-app destination for customer service engagements and user support, centered around exactly one product or service. Help Center 1.0 is a legacy product — bound to legacy SDKs — that supports upgrading to Help Center 2.0. […]

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