Team Management & Groups

Guide: Managing Your Team

Helpshift is designed to support any support team, regardless of size or structure. We provide the functionality to organize your team via Agent Groups, assign different role types to structure your team, toggle administrative permissions for individual team members, and more. 1. Creating Agent Groups 2. Assigning Agents, Admins, & Supervisors 3. Toggling Permissions for […]

What are the different roles in Helpshift?

You can organize your support team using Agent Groups or Teams with our 3-tiered role structure consisting of Agents, Supervisors, and Admins. Agents (your support specialists) primary function is to respond to Issues from the Dashboard. They only have the ability to manage Issues and review FAQs. The Dashboard navigation from the Agent’s perspective looks like this: Supervisors […]

How do I invite my team members as Agents, Admins, and Supervisors?

When Admins invite new team members to the Dashboard, they have the option to reassign their role to Admin or Supervisor. To learn more about what these roles mean, see What are the different roles in Helpshift? To invite new team members, proceed as follows: 1. Navigate to Settings > Organization > Teams 2. Click […]

What’s the difference between Teams and Agent Groups, and which should I use?

In Helpshift, you can structure your support organization using Teams, Agent Groups, and role assignments. Teams is designed for large support organizations which are divided into specialized groups. You can give each Team operational independence by defining separate Admins, Supervisors, and Agents for each Team. Some use cases for Teams include: Teams that are split […]

How do I create Agent Groups?

Agent Groups enable Admins to manage different tiers of support and improve team efficiency when responding to large volumes of Issues. Utilizing Agent Groups with Smart Views and Queues allows you to maximize your efficiency and leverage your ability to handle various types of Issues. Agent Groups are great for: Large support teams with hierarchy (Directors, Managers, Associate […]

How can I secure my team’s Dashboard?

Helpshift knows you care about securing your Dashboard to protect your support team and user data. This is why we’ve provided an array of resources and best practices to allow you to increase the security of your Dashboard. Have your team members create strong passwords and update them frequently As of September 2018, Helpshift requires […]

How do I use Nicknames to protect Agent privacy?

If you have concerns about showing Agent names under certain circumstances, you can use Nicknames. These shield the Agent’s real name from the user by providing a pseudonym that differs from their real identity. This can come in the following forms: Using a pseudonym for all Agents, such as “John” Using a general support name, […]

What do I do if I forgot my account password?

To regain access to your account in the event of a lost password, proceed as follows: 1. Navigate to http://[yourdomain] 2. Click the Forgot Password button 3. In the pop-up that appears, type your email you used as your login and click ‘Submit’ Once you complete these steps, you’ll receive an email in your inbox […]

How do I change my account email?

To change your email address for your account, you’ll first need to invite a new member with that new email address. To add a new member, navigate to Settings > Organization > Teams, then click the ‘Invite People’ button in the top left. Once you accept the member invite, you may assign the role of […]

How do I remove an Agent, and what will happen to their Issues if I do?

Please note: when removing a team member, you permanently delete the history of their support KPIs (Key Performance Indicators). Proceed with caution. Only Admins of a Helpshift account may delete team member from the Admin Panel/Dashboard. To do so, proceed as follows: 1. Navigate to Settings > Organization > Teams 2. Select the team member […]

What is the Announcements feature & how do I use it?

The Announcements feature allows you to send a systemwide message to all your Agents via the Dashboard. This feature is helpful for quickly communicating urgent information, such as a critical bug or a new tag. It prevents you from having to turn to alternative channels (such as email or chat) to communicate Dashboard-related updates. To […]

We’re not receiving notifications or recovery instructions by email, why?

If this is a member account, please reach out to our support team via our contact page so we can check our 3rd party mailing system’s suppression list (Mailgun). In order to put prevention measures in place, you will need to work with a member of your IT team. Mailgun blacklists email addresses that bounce their notifications […]

How do I toggle Agent & Supervisor Permissions for FAQ and Bulk Edit access?

1. Navigate to Settings > Organization > Permissions. 2. Under the ‘Agent Permissions’ and ‘Supervisor Permissions’ areas, toggle the ‘Can edit FAQs?’ and ‘Allow bulk-edit of Issues’ options as needed. If you set the ‘Can edit FAQs?’ switch to YES, Agents/Supervisors will be able to edit FAQs. If you set the switch to NO, they will […]

How do I allow Agents and Supervisors to review CSAT feedback?

To toggle Agent and Supervisor permissions for reviewing feedback, navigate to Settings > Permissions. Under ‘Feature Access’, two on/off toggles are available for you to turn on Agent and Supervisor permissions for reviewing CSAT feedback. The toggle will be green when on, and grey when off. To learn more about this feature, please see What […]

Where can I review my or my Agent’s CSAT scores?

To give your team members the ability to review CSAT scores, you must first enable them to be viewable by Agents and Supervisors. If you haven’t done so yet, please follow the steps in What are (CSAT) Customer Satisfaction Surveys, and how do I set them up? Once enabled, you can find the CSAT score […]

Why does a CAPTCHA appear when I try to log in?

To prevent attempts to gain unauthorized access to your Dashboard, if a team member has made 5 unsuccessful login attempts in a row, they will be prompted to complete a CAPTCHA on their 6th login attempt. This increases the amount of time it would take for a brute force attack to work, making the odds […]

I tried resetting my password and I didn’t get the reset email, what do I do?

If you haven’t done so already, check your spam folder to see if the password reset email was sent there. If you still don’t see it, have an Admin of your team double check the email address associated with your account in the Helpshift Dashboard. They can do so by reviewing your account information as […]

Editing Agent Details

Helpshift allows you to edit the Agent details. Administrators can edit the Name and Nickname of an Agent from the Team Settings page.

How do I manage Groups in the Helpshift Dashboard?

Groups enable Administrators to manage different tiers of support and improve team efficiency. Utilizing Groups with Smart Views and Queues allows you to maximize your efficiency to handle various types of Issues. To manage Groups in the Helpshift Dashboard, we recommend you to learn how to set up your Group’s workflow. It includes the following: […]

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