In-app Support

How do I add my app in Helpshift?

Apps in Helpshift represent each of the products or services you support. For example, if you have two major products, ShiftAzon (for buying travel accessories) and ShiftAway (for booking travel), where each product has their own website, mobile app and branding, you should create two separate apps (one for each product) within Helpshift. This allows […]

What should I call my Help section in my app?

The name of your Help Section (Helpshift FAQs) is just as important as where you place it. You’ll want to make sure that the user’s expectation is met when they click on the link. For example: If you use ‘Help’ for your section, but your user only wants to give you feedback, then they will […]

Where should the Helpshift option appear in my app?

You’ll want to put your Helpshift Help section somewhere where it will be accessible to your users whether they are in the middle of the app or just in the home area. Users shouldn’t have to exit your app just to access the Help section. Here are some examples of where you should put the […]

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 […]

What does the in-app support experience look like for a user?

The screenshots depicted in this FAQ feature the legacy form-based filing flow, which is slated to be deprecated in mid-2019. To see the end user experience with our new Conversational Issue Filing flow, review our FAQ What is Conversational Issue Filing, and how do I set it up? The Helpshift experience will differ for users depending […]

How can I prevent users from reopening Issues?

By default, a user can reopen a previous Issue thread by responding ‘No’ to the resolution question sent upon Agent resolution. 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. If the user answers ‘No’, the past conversation is reopened […]

When does device info and other metadata get refreshed/updated?

When an in-app user submits a new Issue, any metadata that the developers have set up is pulled in with the Issue. If any of the information changes while the Issue is open, such as if the end user updates their version of the app, the metadata associated with the Issue won’t update because it’s […]

How do I block an SDK/in-app user?

At this time we do not have the functionality in place to allow you to block Issue submissions from the SDK at the Dashboard level. The workaround is to set the ‘enableContactUs’ flag to ‘NEVER’ for select profile IDs in the SDK, and also maintain a blacklist in the server so that the emails can […]

How do I update my app icon?

To update your app icon, please do the following: 1. Navigate to the Settings page 2. Scroll down to the App Settings section, then click the name of the app you’d like to update the icon for 3. In the ‘Platforms supported’ area at the top, click the text ‘Edit store details’ 4. Enter the […]

How do I integrate Helpshift into my desktop app?

Mac OS Helpshift supports in-app chat and FAQs for Mac OS applications. For implementation instructions, please review Getting Started with Mac OS. Windows Desktop Applications Helpshift supports in-app chat and FAQs for Windows desktop applications. For implementation instructions, please review Getting Started with Windows 10. Windows Phones Helpshift does not have a native SDK for Windows phones. However, you can […]

How do I find my Review URL for iOS & Android?

Please note: your review URLs must initially be added by a member of your team and are not automatically generated. To access your Review URL to invite web users to review your app, proceed as follows: 1. Navigate to the Settings page, then scroll down to the App Settings area and select the app you’d like […]

What is the ‘Send Review Request’ function & how do I use it?

When resolving an Issue, you can use the ‘Send Review Request’ function to prompt your user to review your app in the app store before the Issue is closed. Please note the following: This functionality is only available for in-app communications, and not for web and email The Issue must still be open You must […]

How do I deep link an in-app user to an FAQ article in a reply?

If you would like to keep a user in-app, but link them to an FAQ, you can use deep linking. Deep linking is a way of coding a URL so that it will open inside of the app. This will prevent a URL from triggering a browser window outside of the app, and also empower […]

Can I add additional text fields for users submitting Issues in the SDK?

Currently we do not have the functionality in place for you to add additional text fields for end users submitting Issues in the SDK. While you can add custom fields to your Web Support Portal contact form, the in-app contact form will contain only name and email fields. However, depending on what additional information you […]

How are notifications handled by the Mac SDK?

Helpshift’s MacOS SDK does not support push notifications. Rather, it uses local notifications to inform users when an Agent has replied to a conversation. Since these notifications are local to the Mac app, they do not work if the user quits the app. To learn more about setting up notifications for the Mac SDK, see […]

How do I create a one-way feedback channel?

Feedback requests can sometimes clog up other important items in your Issues queues. To alleviate this, you can work with your developer to complete the following steps to implementing a ‘Feedback’ button that will serve as an alternative to Help. To create a one-way feedback feature in your app that collects feedback, sends an auto-response, […]

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 customize toggle preview text in push notifications?

Preview text allows you to add a brief, custom intro message that will appear at the beginning of all push notifications generated by Agent replies to Issues. You can enable push notification preview text as follows: 1. Navigate to Settings 2. Under App Settings, select the app you’d like to customize push notification preview text […]

How can my end users find their Issue ID #?

In-app users can find their Issue ID number by clicking the information icon within a conversation. This will lead to the information screen, which lists the Issue ID in the top left. The Issue ID can be easily copied in this area by tapping the ‘Tap to copy’ text to the right of the Issue […]

Video: User Experience: Browsing FAQs

This video provides a brief overview of what it looks like from the end user’s perspective to browse in-app FAQs. To see what the support experience looks like, see What Does The In-App Support Experience Look Like For A User?

Video: User Experience: Contacting Support

This video provides a visual walkthrough of the user experience when submitting an Issue via in-app FAQs. You can set up a system like this for your support team to create a seamless experience. To learn how, see our Getting Started guide on Guided Issue Filing.

What is the typing indicator and how do I set it up?

The typing indicator allows your users to see when an Agent is typing a reply back in an in-app conversation. It allows you to offer a live chat experience to users who may expect quick response times. In our SDK v7.0.1 release, we provided Admins with a Dashboard toggle to manage this feature. If you […]

Do conversations persist if the end user uninstalls and reinstalls my app?

You’ll notice that if one of your end users uninstalls and then reinstalls your app on the same device, their previous in-app conversation is still available when they reach out to contact your support team. Helpshift is designed to be fully refreshed once reinstalled so your users don’t lose their last conversation. This is helpful […]

How do I manage Issues coming from multiple different users on the same device?

If you’re concerned about multiple users writing into support from the same device, we recommend implementing our ‘multi-login’ feature. This configuration allows multiple logged-in users with accounts on your app to access unique support conversations from the same device. To set up multi-login support for your app, see our developer documentation for iOS and Android.

Does Helpshift support Notification Channels for Android O?

Notification channels allow app developers to group different types of app notifications that their apps typically send to users into “channels”. This gives the end user the ability to modify settings for the entire channel at once, including blocking all notifications or marking notifications from the channel as ‘important’ or ‘not important’. Helpshift’s SDK version […]

How do I request App Store reviews from iOS users?

With the release of iOS 11, Apple has made a change to their policy on automatically requesting app reviews and ratings from end users. This has a direct impact on the way that review requests are made in Helpshift. The review API from Apple lets your end users leave app ratings in the App Store […]

Does Helpshift support Kindles & Amazon devices?

Helpshift does not have a native SDK for Kindle or Amazon devices. You can provide support on those devices either by embedding your Web Support Portal, or by utilizing our native Android SDK. To embed our Web Support Portal, please review our developer documentation on embedding a full screen support screen. Our native Android SDK can be […]

Guide: Guided Issue Filing

Guided Issue Filing allows you to add custom categories to your in-app support contact flow to enable users to automatically share information related to their inquiry. This customization also allows you to provide pre-filled fields and set form options to update dynamically based on previous selections. Flow #1: User opens a subcategory of Sections to […]

What is Conversational Issue Filing, and how do I set it up?

Please note: you can only enable Conversational Issue Filing for in-app users once you’ve upgraded to SDK v7.0.1 and above. To upgrade to the latest version of the SDK, see our developer documentation for iOS and Android. Conversational Issue Filing allows you to offer a fully conversational support experience for your mobile users. This can […]

What is the greeting message, and how do I set it up?

The Greeting message is what will appear in the conversation screen when an end user opens it up for the first time. We strongly recommend configuring a greeting message as a way to welcome your users and set expectations for them, such as how long it may take to get a reply, and what information […]

What functionality should I test in my in-app experience before releasing it to my users?

To ensure a successful integration of the in-app experience for your users, we strongly recommend that you initially update your SDKs and Dashboard configurations as follows: Create a test app in your Helpshift Dashboard for testing out the new Conversational Issue Filing flow Have your developers create a test version of your app that uses […]

What happens if I delete an app from Helpshift?

Deleting an app in Helpshift has serious repercussions. This is why we display a prominent warning whenever this action is attempted. Once an app is deleted in Helpshift, all data connected to that app is permanently removed and cannot ever be recovered – this includes Issues, FAQs, Analytics metrics, Campaigns, and API keys. The app […]

My app in Helpshift was accidentally deleted, what do I do?

Deleting an app in Helpshift has serious repercussions. This is why we display a prominent warning whenever this action is attempted. Once an app is deleted in Helpshift, all data connected to that app is permanently removed and cannot ever be recovered – this includes Issues, FAQs, Analytics metrics, Campaigns, and API keys. The app […]

How do I allow my end users to see past conversations?

You can allow your users to see past conversations by enabling conversations history for end users. This gives them the ability to see all conversation messages started from the same device or browser, which helps you build relationships and trust. End users can use this information to refresh themselves on how-to instructions or a promo […]

What is the end user experience when users can see their past conversations?

Once the conversations history toggle is enabled, your end users will have the following user experience based on the status of past Issues. If an Issue was resolved, the end user will see a divider between the resolved conversation and the one that took place after. This divider will only appear at the end of […]