Issues Feed & Tags

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 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 […]

How can I make sure Agents are notified when new Issues are created?

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: […]

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 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 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 set up […]

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 user can only communicate with support via that same Issue. Only if all previous Issues have been resolved can the […]

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 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 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 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 and use tags?

Tags are unique values that can be used to organize your Issues to be filtered into Smart Views, populate your Analytics dashboard with useful data to track trends, and serve as a quick way to reference Issue types from the Issues feed. To make the best use of tags functionality, you need to work with your developer to establish what HS-Tags are […]

How do I edit my active tags?

We currently do not offer the ability to edit tags. The easiest way to replace an existing tag is: 1. Create your new Tag 2. Create a Smart View, OR use Advanced Search, to identify all Issues using the old Tag 3. Select all Issues in that search, then use Bulk Actions to tag all […]

What are HS-Tags?

HS-Tags are unique values that can be configured and paired with tags in the Dashboard to be automatically applied to new Issues when metadata or Custom Data thresholds are met. These tags appear in your Dashboard and allow you to organize, segment, and prioritize your users. A set of HS-Tags as listed on the metadata tab […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 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 […]

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 […]

How do I locate Issues which are more than one year old?

Helpshift is installed on billions of devices around the world. To make the Dashboard performance as fast as possible for Agents, we implemented an Issue archival policy. This means that all closed Issues over one year old will be automatically archived in our system, and unavailable to browse through Advanced Search and Smart Views. Open […]

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 can I monitor SLAs for Issues in my Dashboard?

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 […]

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 […]

Do you have a mobile app for replying to users on-the-go?

Currently we do not have a mobile app for Agents to use to reply on the go. We are planning to release an app in late 2017. In the meantime, you can respond to Issues on the go from your mobile device by turning on email notifications. To do so, navigate to your profile icon in […]

How do Agents address Issues in the Dashboard via mobile web?

While the Dashboard isn’t optimized for small screens, it is mobile-friendly. iPads and other tablets are ideal for using the Dashboard on the go. Navigate to[issue #] to see a mobile view of an Issue (be sure to include the “/m/” before “admin/issue/#”). Additionally, if you open Helpshift email notifications on your mobile device, […]

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 […]

What are (CSAT) Customer Satisfaction Surveys, and how do I set them up?

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 […]

Video: Tags Overview

This video goes over the benefits of tags, how to create tags, best practices when structuring a set of tags, and more. To learn more, see How Do I Create And Use Tags?

Does Helpshift support rich-text or HTML elements in Agent replies?

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 […]

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 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. […]

Why is the formatting incorrect when using Insert-FAQ?

Our FAQ editor allows you to apply various text formatting options to FAQs, including bold/italicized text, bullet points, and embedded images/videos. However, these formatting choices are not preserved when using the insert-FAQ option within Issues. This is because the Dashboard does not have the capability to render this type of formatting to users receiving an […]

How do permalinks work for Smart Views & individual Issues?

Permalinks for Smart Views look like this: 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 […]

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 […]

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 […]

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 Custom Data, and how do I set it up?

You will notice a section titled ‘Custom Data’ in your metadata tab for in-app Issues. Custom Data is data that is unique to your app that is not collected by default that your developers can configure our SDK to collect. This data could include $ spent, User ID, install date, number of purchases, and anything […]

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 […]

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 […]

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 I prevent multiple Agents from working on the same Issue?

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 […]

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 […]

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 […]

Guide: Understanding Metadata, Custom Issue Fields, & Tags

Helpshift is designed to provide your support team with valuable data about your end users to help resolve their inquiries. The types of data available and how they can be used within your workflows are as follows: Metadata is device information that is collected out-of-the-box by our iOS/Android SDK when it is integrated into your […]

How do I export Issue data from the Helpshift Dashboard?

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 […]

What are FAQ Suggestions, and how do they work?

FAQ Suggestions is an add-on feature that can be unlocked with an account upgrade. Please reach out to to learn more. FAQ Suggestions is a Dashboard feature that will automatically suggest relevant FAQs to Agents to insert as a reply to an Issue based on the Issue context. Both published and unpublished FAQs can […]

How do I review or change my time zone setting in the Dashboard?

Note: it is not possible to change your time zone at the domain level. You can only change it for your individual account. You can review and update your individual time zone via the Account Settings page. To get there from the Helpshift Dashboard, click the account icon at the bottom of the navigation bar. […]