November/December 2017 SDKs

New Upcoming SDKs for iPhone X Apple introduced a new “Safe Area Layout” that allows iOS 11 apps to adapt themselves to the new design guidelines for iPhone X. This new layout ensures that any compliant UI works seamlessly for all future Apple devices. Our v6.4.1 native iOS SDK provides UI optimizations for this new […]

Guide: Native SDK Implementation

Prior to reviewing this guide, you and the Support Manager of your organization should have already reviewed the Understanding Metadata, Custom Issue Fields, & Tags together to plan how you will configure end user data in your Helpshift SDK implementation. The Helpshift SDK allows your support team to provide in-app help in the form of searchable, […]

Can I install an older version of the Helpshift SDK?

We recommend installing the latest SDK to keep up with newer OS updates and provide the best Helpshift experience for your end users. However, we understand there may be some limitations for your team that require you use an older build. We will continue to support a limited set of older SDK versions to provide […]

What are the minimum iOS versions supported by Helpshift?

Our latest SDKs offer full support for iOS 9, 10 and 11. What about iOS 8? Apple introduced a new “Safe Area Layout” that allows iOS 11 apps to adapt themselves to the new design guidelines for iPhone X. This new layout ensures that any compliant UI works seamlessly for all future Apple devices. We’ve […]

What are the minimum Android versions supported by Helpshift?

The minimum API level we support for Android is “minSDK 16” for Material Design compatibility, and the targetSDK should be set 23 or 24. Please see our developer documentation on flexible permissioning adaptive to Android M and older versions. We no longer support the following: OS Platform OS Version API Level Google Android 2.2 (Froyo) […]

How do I log errors or crashes in my app?

While Helpshift doesn’t offer an in-house error/crash logging plugin, our customers have had success with a number of external tools, including: Crittercism Mixpanel Hockeyapp Crashlytics Sentry Bugsnag Honeybadger Instabug Airbrake (formerly Exceptional)

What are Helpshift Delegates?

The Helpshift SDK provides delegate callbacks to help app developers track a user’s activities within the help section. New conversation delegate If you want to keep a record of when your app users start a new conversation through Helpshift, you can implement this delegate callback. The delegate will get fired every time the user starts […]

How do I upload or update my push certificates?

To upload or update your .p12 or GCM certificate, proceed as follows: 1. From within the Helpshift Dashboard, click on the Settings tab to open the Settings page 2. Scroll down to the ‘App Settings’ section in the left navigation bar, then select the name of the app you’d like to upload the certificate for […]

What functionality should I test in my in-app experience before releasing it to my users?

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 […]

What are debug logs and how do I use them?

Debug logs are system-generated logs that are sent to your Dashboard along with every new conversation. They only appear if your developers have configured them in the SDK for a given game/app version. When configured, they appear under the metadata tab in the Issue details pane. You can add additional debugging statements to your code, […]

How do I link from an Issue to my own user tracking tool based on User ID?

You can generate a User ID link to associate the user in Helpshift with the user in an external user tracking tool. To do so, complete the following steps: 1. Navigate to Dashboard > Settings > select the app you’d like to generate a User ID link for. 2. Scroll down until you see the […]

What flags are available to customize the behavior of my SDK?

Helpshift provides several configuration options which can be used to customize the behavior of the SDK. These options are boolean flags which can be passed with the Helpshift APIs such as showConversation, showFAQs etc. See our developer documentation for complete instructions on SDK configuration for iOS and Android.

How do I make email optional or required for SDK users?

Depending on the status of the user (unregistered or registered), you can customize the new conversation screen to make it easier for your user to submit a new message. SDK v7.0.0 and above In SDK v7.0.0 and above, the Admins of your Helpshift Dashboard easily enable the Identity Bot within the Dashboard to prompt your users […]

What tools does Helpshift provide to assist me with my COPPA compliance efforts?

The materials available on this page are for informational purposes only and not for the purpose of providing legal advice. You should contact your attorney to obtain advice with respect to any particular question or issue you may have. COPPA is the Children’s Online Privacy Protection Act. It is a United States federal law designed […]

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 […]

Can I display the new message count on my app icon?

You can call the API ‘getNotificationCountFromRemote:’ which tells you how many unread messages you have at any given moment. You can invoke that for badging from any number of places. For more details on badge notifications, please see our developer documentation for iOS.

Can I modify push notification titles on iOS?

While Android allows you to customize all strings in a push notification, including title, iOS does not allow push notification titles to be modified. This means that, for iOS, the title of a ‘New Message’ push notification (that is, a notification received when the app is closed or backgrounded) will always appear as ‘[App Name] […]

How do I enable Campaigns functionality in my SDK?

A limited version of Campaigns is available for all users. The full version can be unlocked via an upgrade. Please reach out to to upgrade. Once enabled on our side, you’ll want your developers to follow the instructions below: iOS Platform: Download the latest SDK that contains Campaigns via our iOS Release Notes Visit […]

How do I identify whether a push notification is from Helpshift?

All of the notifications generated by Helpshift have an “origin” key in the payload which has a value “helpshift”. You can check for this key value in your notification receive delegate and pass on the payload to Helpshift SDK to handle the notification . Helpshift SDK will take the user to the appropriate landing screen […]

How do I set up a password for iOS Push Notification .p12 certificate?

Retrieve your certificate and download it: Set up keychain access: Once you’ve downloaded the Push Certificate from “Apple Developer Member Centre”, double click to open the certificate, which then opens “Keychain Access”. Click “File” -> “Export Items” and choose “Personal Information Exchange (.p12)” format. Select the location and provide name to export the (.p12) certificate […]

What is the enableFullPrivacy flag?

You may come across scenarios where the user attaches objectionable content in the screenshots, and it becomes a COPPA concern. The enableFullPrivacy flag will help prevent you from collecting such content. Turning on this flag will perform 3 actions: Disable user-initiated screenshots – users cannot send images without being prompted to by an Agent. Prevents your […]

What is the showSearchonNewConversation flag?

As of Helpshift SDK v7.0.0 and above, this flag has been replaced with the Answer Bot (a toggle in the Helpshift Dashboard) for both in-app users and Web Chat. For more information, please see What is the Answer Bot, and how does it work? This feature helps companies reduce their overall Issue volume while maintaining […]

What strings in the Helpshift SDK can I customize?

You can customize almost all of the strings in the Helpshift SDK from the HelpshiftLocalizable.strings (iOS) and hs_strings.xml (Android) file with additional internationalization options. More information on String customization can be found in our developer documentation for iOS and Android. Please note: If you’re using Cocoapods, you can find the HelpshiftLocalizable.strings file in the Helpshift […]

Why can’t I use Android 22 to compile my Unity project?

Our SDK will not be able to support compile SDK version 22, but you can set targetSDKVersion to 22 as long as compileSDKVersion is 23 or 24. The only thing that will be impacted is runtime permission handling 23 and above. Please see our developer documentation on app permissions and version requirements to better understand […]

Why do I get a popup asking for keychain permissions when I open my Mac app?

If you’re hosting your Mac app on the App Store, you can follow the steps in this Apple support article to disable this permissions question. If you are hosting the app on a platform like Steam, on which the app is unsigned, the app will request permission only on the first launch. It won’t ask […]

How does the hideNameAndEmail API work?

As of Helpshift SDK v7.0.0 and above, this API has been replaced with the Identity Bot (a toggle in the Helpshift Dashboard) for both in-app users and Web Chat. For more information, please see What is the Identity Bot, and how does it work? The hideNameAndEmail API allows you to hide the name and email fields […]

What are breadcrumbs, and how do I set them up?

Breadcrumbs allow you to track events or end user actions, such as what an end user was doing in your app before they started a new conversation. When enabled, these breadcrumbs can be reviewed within the Helpshift Dashboard at the bottom of the ‘Metadata’ tab on the Issue Details page. To enable breadcrumbs within your […]

Helpshift Sub-Processor List

Helpshift engages with a set of subprocessors to provide our services. A subprocessor is a third-party data processor engaged by Helpshift who has, potentially will have access to, or who will process Helpshift service data (which may contain personal data). This document goes over who these subprocessors are and how Helpshift engages with each of […]

v6.2.0 Sept/Oct 2017 SDKs

We would like to note a number of things for you to speak to your developer about when upgrading to our latest SDKs, v6.2.0 for both Android and iOS. Deprecation of Automatic App Review Requests As a reminder, Apple has made a change to their policy on automatically requesting app reviews and ratings from end users. […]

v6.3.0 October 2017 SDKs

v6.3.0 native SDKs are built to provide additional support for Custom Issue Fields! For running workflows and reports on user metadata, we recommend using this new method of implementation to directly pass through data as Custom Issue Fields into your Dashboard. Also, with this SDK, you are no longer limited to passing through metadata as […]

April 2018 SDKs

Important Changes for the Dashboard & v7.0.1 SDK One of our biggest releases of 2018 has changed the way you configure and present your support experience! This release allows you to offer your mobile and web users a unified conversational experience via Admin-accessible toggles in the Dashboard. This will save your team developer resources, as […]

Guide: 7.x+ Migration

Our 7.1.0 SDK release added several Dashboard configurations to allow you to offer a unified web and in-app support experience for your end users. This saves you from having to use developer resources each time you want to change your user experience by allowing your Admins to freely manage these settings in the Dashboard. Configuring […]

Why is the Windows 10 beta SDK no longer available?

Effective July 3rd, 2018, Helpshift has made the decision to discontinue support for our Windows 10 beta SDK. Since the release of the Windows 10 beta SDK, we have seen low adoption rates and an overall lack of demand. For these reasons, we have chosen to discontinue this beta SDK. What does this mean? On […]