Smart Views

Guide: Setting Up Smart Views

Smart Views allow you to optimize your workflow by automatically filtering Issues into folders by platform, app title, Issue status, assignee, tags, Custom Issue Fields, and more. Team members have access to different sets of default Smart Views based on their role in Helpshift. To learn more about the default Smart Views, please see What are […]

What are Smart Views, & how do I use them?

Smart Views are the equivalent to Views in other customer service platforms. Smart Views can be customized by Issue status, operating system, language, tags, assignee, and more. By default, there is a master Smart View for Agents that automatically sorts New, Open, and Closed Issues. We also offer the functionality for Admins to create Shared […]

How do I create Smart Views?

Smart Views allow you to create an organized, filtered view of Issues by platform, app title, Issue status, assignee, tags, Custom Issue Fields, and more. There are two types of Smart Views in Helpshift: Shared Smart Views and personal Smart Views. Shared Smart Views can be shared with other members of your team, whereas Smart Views […]

How do I create an ‘All New Issues’ or ‘All Issues’ Shared Smart View for Agents?

By default, only Admins can see automatically generated ‘All New Issues’ and ‘All Issues’ Smart Views. Helpshift promotes a workflow where Agents work out of Issues that are either directly assigned to them, or shared by Admins using Shared Smart Views with Groups. Customers who don’t have a large, distributed workforce, but who still have […]

How do I edit or remove an existing Smart View?

To edit or remove an existing Smart View, navigate to the Issues page, click the title of the Smart View you wish to edit or remove as listed under the ‘My Smart Views’ header, then click the gear icon that appears to the right of the title. The ‘Update Smart View’ form will appear where […]

How do I reorder my Smart Views?

To reorder Smart Views and Shared Smart Views, navigate to Issues, click the gear icon at the top of the list of My Smart Views, then click the ‘Change Order.’ button. This will enable you to drag Smart Views and folders to a new position using the triangular icon at the top right corner of […]

How do I use Smart Views to improve workflow?

Larger support teams with many different Smart Views are best served by organizing related Smart Views into folders for easy navigation for Agents and other team members. To provide the best user experience, you can create, edit, and reorder your Smart Views into folders to create a great support structure that works best for your […]

How do I organize Smart Views into folders?

As your support team and organization grows, so will your list of Smart Views. Organizing Smart Views into Folders allows you to maintain a clean Dashboard while allowing your Agents to quickly access the Smart Views that are relevant to them. To create Folders to place Smart Views in, proceed as follows: 1. Navigate to […]

What is the Team’s Open Issues Smart View?

The Team’s Open Issues Smart View is a default Smart View that is only visible for Supervisors who have Queues enabled on their Dashboard. This Smart View only includes two types of Issues: Issues within a Queue that are not yet assigned to any team member Issues within a Queue that are assigned to a […]

How do permalinks work for Smart Views & individual Issues?

Permalinks for Smart Views look like this: The 1-10 part of the URL is our unique identifier for the Smart View that you are working out of. If you happen to refresh the page, you will be brought back to the same Smart View you were previously working on. However, this permalink will not […]

How do I use Smart Views to filter Issues by Predict label?

To create or update a Smart View to filter Issues by Predict Labels, navigate to the Issues page. On this page, click the ‘+’ button next to the ‘Shared Smart Views’ or ‘My Smart Views’ section header. In the ‘New Smart View’ pop-up, under the ‘View Issues matching the following conditions’ section, select ‘Current Predict […]

Why do I see Shared Smart Views in a different order than other team members?

When you reorder Shared Smart Views in your Dashboard, or organize them into folders, it only affects your view of the Shared Smart Views – it won’t affect the order of those Shared Smart Views for your other team members. This is to allow each individual team member to organize their Smart Views in a […]

How do I check incoming email for potential spoofing?

With Email and Web Form submissions, customers may try to spoof email of other users to get access to their account and exploit it. Spoofed emails can cause serious problems and pose security risks. Authentication of the Email address is one of the ways to identify the rightful owner of the account before taking any actions […]

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