Power BI: Getting Started

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 […]

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 […]

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 […]

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 […]

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 […]

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, […]

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 […]

The Trends (Activity) report within the Agent Analytics content pack includes the Agent availability and online presence metrics. Online presence is defined as when the following conditions are met: The Agent is logged into their Helpshift Dashboard The Agent has the Helpshift Dashboard open in their browser Their computer is awake They are connected to […]

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 […]

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 […]

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 QuickSearch Bot, QuickSearch Bot (secondary), and QuickSearch Bot […]

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 […]

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. […]

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, […]

The Bot Analytics template app 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 Helpshift Template Apps in Power BI? The following reports are available for Custom Bot Analytics: Custom Bots Custom Bots (times) Custom Bots Steps Custom […]

To pull in User ID data into your Power BI reports, first switch from Reading View to Editing View by clicking the ‘Edit report’ button at the top. This allows you to edit reports. Next, select a visual in your report that you would like to add this metric in. For our example, we will […]

You can filter for web & email Issues in both Helpshift Analytics and Power BI as follows: Helpshift Analytics Helpshift Analytics allows you to filter by Queue, app, platform, and language. However, you do not have the option to filter by channel. As a workaround, you can set up HS-tags to have all web and […]

In Helpshift Analytics and Power BI, if the current assignee is an Agent and the Issue is resolved by an Automation, it will always be attributed to that Agent. If the Issue is unassigned and resolved by an Automation, it will be attributed to that Automation. Here are some examples: An Agent replies to an […]

Spikes in Issue volume can be tracked in Power BI, and you can set up alerts in Power BI for when certain thresholds are met. To learn more, see Microsoft’s documentation on Data alerts in Power BI service.

To update your Power BI reports to show metrics in 15 or 30 minute increments, complete the following steps: 1. In the Support Analytics content pack, navigate to the ‘Incoming Volume (secondary)’ report. 2. Click on the visual ‘by hour of day’ to select it. 3. Click the ‘Edit report’ button in the top-left, and […]

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 […]

Helpshift Template App is a replacement for the current content pack. You can search and download Helpshift Template Apps from the AppSource. Note: Helpshift Content packs ( Support Analytics, Agent Analytics, Bots Analytics, and FAQ Analytics) are deprecated by Microsoft because of manageability issues. Template App is a better version of the Content pack, therefore, going forward, all the […]