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 […]

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 […]

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 […]

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 […]

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 […]

There may be circumstances where you need to show a user different language options based on their language preference or locale. For example, you might want to show English-language results to users who have their device language set to English (UK) as well as those who have their device language set to English (US); to […]

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 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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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, […]

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] […]

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 […]

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 […]

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?

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.

Your FAQs are always cached and available to users offline (for example, when they lose network connection or go into airplane mode.) If there was an update to an FAQ while the user was offline, they’ll need to navigate back out of the FAQs if they were still browsing them, and then open the FAQs […]

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 […]

We always send the badge count as 1 by default. We do this because we don’t want to override the badge count of your app. You will need to work with your developer to complete the steps below to update this setting. To start sending the full badge count, navigate to Settings > App Settings […]

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 […]

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.

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]