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 […]

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 functions does Helpshift recommend testing during the integration QA process?

The Helpshift team highly recommends testing the following basic features to ensure they are functioning correctly before launching Helpshift integration to users: Launch ‘Help’ and make sure the page loads. Browse and search FAQs, including ones with large images, to ensure they load correctly. We recommend checking all FAQs for formatting issues that may only […]

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 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, […]

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 pass the User ID from the SDK?

Your developer can implement functionality in the SDK for you to pass an internal user ID that is unique to your system to make it easier to look up specific user information from a submitted Issue in Helpshift. See our developer documentation for iOS and Android. Next, set up a direct hyperlink from each Helpshift […]

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, registered), you can customize the New Conversation screen to make it easier for your user to submit a new message. For unregistered users, first have your developer implement the requireEmail field. Please see our developer documentation on requireEmail for iOS and Android. Next, configure your SDK to […]

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?

This feature helps companies reduce their overall Issue volume while maintaining an excellent end user experience. The feature can be toggled on/off in our SDK (iOS v4.9.0 & Android v3.6.0) using the flag- showSearchOnNewConversation. If the showSearchOnNewConversation flag is enabled, the user will be taken to a view which shows the search results relevant to […]

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 […]

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 […]

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 […]

How does the hideNameAndEmail API work?

The hideNameAndEmail API allows you to hide the name and email fields in the app when a user who has already provided them starts a new conversation. This prevents the user from changing this information once it has been provided, and ensures that new Issues from the same user will be associated with the user’s […]

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 […]

Developer Implementation Guide

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, […]

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 […]