Web Support Portal

What is the web support portal and how do I set it up?

  DEPRECATION NOTICE      Help Center 2.0 — scheduled for release May 11, 2021 — does not show any Log in link under your web support portal.      Instead, after you upgrade to Help Center 2.0, you must use the Log in button in the top navigation bar on helpshift.com. When you sign up […]

Best practices to embed your web support portal

BACKGROUND You can embed your Helpshift web support portal in any web page, such that it occupies 100% of the available height and width.   BEST PRACTICES Make sure that you update the following in the template: the <title> tag the <meta> “description” content the <link> “shortcut icon” (favicon) path the <iframe> “support-frame” src URL […]

How do I set up my Web Support Portal in different languages?

To set up your Web Support Portal in different languages, be sure to add languages to your app in your main App Settings page. You can do so by navigating to Settings, selecting your app, then scrolling down to the Languages Supported area. Next, create FAQs in your newly added languages. When you need to […]

How do I reorder / hide apps & platforms in my Web Support Portal?

Admins can change the order in which Apps are shown in the App drop-down in the Web Support Portal. If you are an Admin, navigate to Settings > Support Settings > Web Support Portal. Under Web Support Portal Settings, you will see the option to change the App Order and Visibility as well as Platform […]

How do I segment the content in my Web Support Portal by app?

Under Settings, navigate to App Settings and select your app. Then, if you haven’t already, click “Add Platform” and input all relevant details. A pop-up will appear where you can provide the store URL. Our system will automatically validate the URL for you to ensure no errors occur during the linking process. Please wait until […]

How do I set up my Web Support Portal contact form in different languages?

If you’ve already added custom fields to your Web Support Portal contact form, you can upload translations for these custom fields so they’ll appear localized along with the rest of your Web Portal content. If you haven’t localized your Web Support Portal yet, please see How do I set up my Web Support Portal in […]

Can I add an icon to my web support portal for an app that isn’t in the app store?

  DEPRECATION NOTICE      Help Center 2.0 — scheduled for release May 11, 2021 — does not support CSS customization. Instead, it features built-in customization tools.      However, we continue to support your use of CSS-based customization until you upgrade from Help Center 1.0 to Help Center 2.0. Some apps may not show an icon […]

How can I direct user inquiries from my social media page to the Helpshift dashboard?

If your app or brand has a social media presence, you may receive questions or support requests from users through those channels, such as posts or messages to your company or apps Facebook page. While social media platforms like Facebook are excellent social and communal tools, we believe that these posts and messages are not […]

How do I redirect my existing support site to the Helpshift Web Support Portal?

You will need to setup a 302 temporary redirect from support.oldsite.com to newsite.helpshift.com. Test this first, and if everything is working properly, change it to a 301 permanent redirect. Once you make your 301 permanent redirect, your site’s reputation, credibility, and other SEO value data saved by search engines, will be transferred. Note: By testing […]

How do I edit an app’s nickname?

On the Helpshift toolbar, click Settings. In the navigation pane, scroll to the APP SETTINGS area. Then, click the name of whichever container app you plan to change. The App Settings page opens. In the upper-right corner of the App Settings page, to begin editing the nickname, choose Edit App Nickname from the unlabeled Options […]

How do I use Smart Views to filter web Issues by app, platform, or language?

You may notice when creating a Smart View for web Issues that if you select either Email or Web as a Platform when creating a Smart View, the drop-down to select specific apps or languages will be disabled. We’ve removed these options because we want to ensure that your Issues are categorized as accurately as […]

How can I prevent FAQs from showing in my Web Support Portal?

When you turn off web visibility for an FAQ, those FAQs will no longer appear when ‘Web’ is selected from the platform drop-down in the Web Support Portal. However, if the FAQ is published and visible on any platform, it will show up when ‘All platforms’ is selected from the drop-down. By default, ‘All platforms’ […]

How do I add Custom Issue Fields to my contact us form?

Please note: you can add a text or drop-down Custom Issue Field to your contact form. You can add Custom Issue Fields to your contact us form by navigating to Settings > App Settings > select your app. On the page that appears, scroll down to the ‘Web Contact Us Form’ section, then click the […]

How do I remove my company name from the web support portal?

  DEPRECATION NOTICE      Help Center 2.0 — scheduled for release May 11, 2021 — does not support CSS customization. Instead, it features built-in customization tools.      However, we continue to support your use of CSS-based customization until you upgrade from Help Center 1.0 to Help Center 2.0. Based on your custom branding, you may […]

How do I add Issue ID to the Email Subject?

Helpshift allows your end-users to access issues faster by adding the Issue Id to the subject line of an email. You can add the Issue Id for, Email Issues Webform Issues  Manual Issues To add the Issue Id for the number of Email or Web Issues submitted by an end-user, Navigate to Settings > Support […]

Configure look-and-feel settings for SDK X, Help Center 2.0, web support portals, and web chat

ARTICLE FRESHNESS 2021.05.11 AUDIENCE We prepared this material for well qualified Helpshift administrators. FOUNDATIONAL KNOWLEDGE A Help Center is an in-app destination for customer service engagements and user support, centered around exactly one product or service. Help Center 1.0 is a legacy product — bound to legacy SDKs — that supports upgrading to Help Center 2.0. […]

Help Center 2.0 — Customize the Contact Us form on your web support portal

You can change the appearance of a Contact Us form on your web support portal. Log in to your Helpshift instance (or “tenant”) as its administrator. On the Helpshift toolbar, click Settings (). In the navigation bar, scroll to the APP SETTINGS area. Then, click the name of the container app whose Contact Us form […]

Help Center 2.0 — Show or hide the Contact Us button

You can show or hide the Contact Us button on your web support portal. Log in to your Helpshift instance (or “tenant”) as its administrator. On the Helpshift toolbar, click Settings (). In the navigation pane, scroll to the APP SETTINGS area. Then, click the name of the container app whose Contact Us button-visibility you […]

Help Center 2.0 — Web support portal guide

ARTICLE FRESHNESS 2021.05.13 AUDIENCE We prepared this material for well qualified Helpshift administrators. FOUNDATIONAL KNOWLEDGE A web support portal is one of the following. A public website that you oversee, which consolidates all of your company’s product support resources across its whole portfolio. The website address is — by default — <your_brand>.helpshift.com. However, you can also […]

Help Center 2.0 — Embed your web support portal in any web page

This article contains two separate but related procedures. Both procedures pertain to Help Center 2.0, which Helpshift released on May 11, 2021. The first procedure tells established Helpshift customers — those who have the legacy Help Center 1.0 product and have already embedded their web support portal into another web page — how to migrate their embedded […]

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