agent

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...

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 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...