agents

Guide: Agent Experience

This guide is intended to help Agents quickly get started using the Helpshift Dashboard to manage Issues. It can also be used to get started with the Helpshift Chat App for Zendesk, as all of the fun...

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...