To allow your Agents to edit a specific Custom Issue Field, navigate to Settings > Workflows > Custom Issue Fields. The Customer Issue Fields page displays the list of Custom Issue Fields (CIFs)...
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How can I make sure Issues aren’t assigned to an Agent who is sick, taking a break, or otherwise unavailable?
There are two ways you can track when Agents become unavailable to ensure Issues are not assigned to them during that time: Option 1: Allow your Agents to manually mark themselves as available or away...
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 (CSA...
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 ...
How do I limit the number of Issues Agents are assigned?
If you use Automations for Workflow Management to assign Issues to Agents during their working hours, you may want to consider setting a limit on the number of new Issues that can be assigned to tho...
What is Agent Availability, and how can it optimize my team’s workflow?
Agent Availability allows you to route and assign Issues to Agents based on when they are available. It is designed to help you mediate the following difficulties support managers encounter when in th...
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 ...
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 tea...
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 &#...
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...
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...
How do Agents attach files to replies from the Dashboard?
To attach a file, simply click the paperclip icon on the Conversation screen of the Issue Details page. A prompt will appear where you can select and attach the appropriate file. Agents can attach a ...