Power BI: Getting Started

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 […]

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 […]

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 […]

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, […]

How do I install or 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 […]

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 […]

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 […]

What can I see in the Answer Bot Analytics reports in Power BI?

The Bot Analytics content pack can be downloaded and added to your Power BI dashboard from within Power BI. To get this report, review the steps in How do I install or update my content pack? The three reports available in the Bot Analytics content pack are Answer Bot, Answer Bot (secondary), and Answer Bot […]

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 […]

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. […]

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 Bot Analytics […]

Where can I see Predict label data in Power BI?

You can review Predict label data in Power BI by creating a custom report using the Support Analytics content pack. When creating that custom report, you’ll be able to search and add the fields ‘Predict Label’ and ‘Predict Label ID’ from the Visualizations/Fields area. For full steps on creating a custom report in Power BI, […]

What can I see in the Custom Bots Analytics reports in Power BI?

The Bot Analytics content pack can be downloaded and added to your Power BI dashboard from within Power BI. To get this report, review the steps in How do I install or update my content pack? The three reports available for Custom Bot Analytics are Custom Bots, Custom Bots (times), and Custom Bots (transitions). You […]