Power BI

How can I get more out of Helpshift Analytics with Power BI?

Power BI can only be added to your Dashboard with an account upgrade. Please reach out to your Account Manager or to success@helpshift.com to learn more. We understand that some Helpshift users need additional flexibility and reporting with analytics. This is why we partnered with Power BI, Microsoft’s Business Intelligence tool, to provide you with […]

How do I install Power BI?

This FAQ is for Helpshift users who have recently had Power BI activated in their Dashboard. If you are interested in getting Power BI for your support team, please reach out to your Account Manager or to success@helpshift.com. To learn about the benefits of Power BI, please see How Can I Get More Out Of […]

Power BI 101

This guide is for first time users of Power BI who have already activated and installed Power BI. If you have Power BI activated but have not yet set it up yet, please see our FAQ How Do I Install Power BI? first. If you are not a Power BI user and are interested in getting […]

Power BI Reports Overview

The purpose of this guide is to walk existing Helpshift + Power BI users through best practices for reviewing for the data available on each report in the Power BI dashboard. If you are a Helpshift user who is interested in using Power BI, please review How Can I Get More Out of Helpshift Analytics […]

Why does my content pack data not refresh?

Please note: the steps below allow you to refresh data for existing metrics in your Power BI reports. To update your content pack so that new metrics added to the report in a recent update will appear, please see How Do I Update My Content Pack? You may notice that your data is not refreshing […]

Why do some Issue titles get cut off in my data exports?

When exporting data from Power BI, you may notice the titles of certain Issues in the ‘Titles’ field are truncated with an ellipsis. The ‘Title’ field in the Helpshift Dashboard is limited to 80 characters. For in-app Issues, the ‘Title’ is defined as the body of the first in-app message sent by the end user. […]

How do I set my time zone in Power BI?

Setting your time zone From within the Helpshift Dashboard, navigate to the the Analytics page. On the left, select the ‘Power BI Analytics’ tab. On this page, select the ‘Settings’ tab at the top right. On the page that appears, you’ll see your current time zone listed. Click ‘Change’ to the right of the time […]

Why can’t I see my time zone from within the Power BI report?

Time zone support in Power BI is supported in the latest versions of the Helpshift content packs that were released on September 5th, 2017. You’ll need to reinstall that content pack and update your time zone to see the new time zone reflected in your Power BI dashboard. You can check if your content pack […]

How do I create a custom report in Power BI?

There are several ways you can create a custom report. The simplest and most effective way is to edit an existing report. This allows you to select additional filters and customize the visuals to represent the data you’d like to see. To edit an existing report, proceed as follows: 1. Navigate to the report from […]

Why are certain metrics in Power BI different from the ones in Helpshift Analytics?

You may notice that certain metrics within your Helpshift Analytics page and Power BI dashboard do not match, despite having the same name. This is because some metrics are calculated differently in each of these platforms. We are working to update our reporting tools to ensure that these metrics will match up in the future. […]

How do I make use of Custom Issue Fields in Power BI?

Once you’ve enabled Custom Issue Fields for reporting in Power BI, you’ll see them become available in the Custom Issue Fields Mapping page of your Support Analytics report. When you click into the tab, you’ll see the Custom Issue Fields you have mapped in a table. You can use Power BI to display your Custom […]

How do I enable Custom Issue Fields for reporting in Power BI?

Before you can use Custom Issue Fields in Power BI, they must first be enabled for reporting in your Helpshift Dashboard. Why are Custom Issue Fields reported with a different name in Power BI? Power BI does not support dynamic field names in datasets. However, as part of the steps to creating Custom Issue Fields, […]

What can I see in the FAQ Deflections report in Power BI?

The FAQ Deflections report can be found on the ‘Deflections’ tab in the FAQ Analytics app. This report provides the following metrics for evaluating the effectiveness of your FAQs: Measuring how effective your in-app FAQs are at deflecting the creation of new Issues Tracking the success or failure of deflections over time Identifying FAQs with […]

How do I update my content pack?

Please note: every time that we update your reports with new types of  metrics, you will need to complete the steps below in order to see the new metrics in your Power BI dashboard. For help on refreshing the data of existing metrics, please see Why Does My Content Pack Data Not Refresh? To install […]

Power BI Glossary

The following glossary includes all metrics as they are defined in Power BI for Helpshift. It is designed as a companion to the Power BI Reports Overview. If you’re interested in getting Power BI for your Dashboard, please see How Can I Get More Out Of Helpshift Analytics With Power BI? Support Analytics Metric What […]

Webinar: Power BI

To learn more about Power BI, please see our FAQ How Can I Get More Out Of Helpshift Analytics With Power BI?

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 can I see in the FAQ Search Terms reports in Power BI?

The FAQ Search Terms report can be found on the ‘FAQ Search Terms’ tab in the FAQ Analytics app. This report provides the following metrics for evaluating the effectiveness of your FAQ searches: How many searches were done over the past 15 days? What were the most searched terms? How many searches failed to show […]

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