analytics

How do I export Helpshift Analytics data?

To export Helpshift Analytics data, navigate to the Helpshift Analytics page. Next, navigate to the page you wish to export data for using the drop-downs in the left navigation. On this page, click th...

Guide: Power BI Reports Overview

The purpose of this guide is to walk existing Helpshift + Power BI users through best practices for reviewing for the data available on each report in the Power BI dashboard. If you are a Helpshift us...

How do I install Power BI?

This FAQ is for Helpshift users who have recently had Power BI activated in their Dashboard. If you are interested in getting Power BI for your support team, please reach out to your Account Manager o...

Guide: Power BI 101

This guide is for first time users of Power BI who have already activated and installed Power BI. If you have Power BI activated but have not yet set it up yet, please see our FAQ How Do I Install Po...

Guide: Helpshift Analytics

Helpshift Analytics allow you to improve the support experience for users and optimize the workflow for your team. Every organization uses analytics data differently, so this guide is designed to walk...

How is ‘Contact Rate’ defined/calculated?

In Helpshift Analytics, the Contact Rate is calculated by the following formula: [(issues reported #, divided by MAU #) multiplied by 100] As an example, imagine your app has 2 users: Day 1: Only User...

What time do my Analytics metrics update daily?

Our Analytics pages update at different times. The data on the Overview, Issues, and Team tabs refresh every 60 minutes. Data is automatically rendered in the Admin’s local time zone. You can modify...

What metrics can I use to analyze my FAQs?

You can review information on FAQ effectiveness via the Analytics Dashboard by reviewing the tabs under ‘FAQ’. The data available here is divided into three categories: Trend, Summary by F...

What can I see in the Analytics Dashboard?

The Analytics Dashboard is designed to give you an overview of metrics for each of your applications by Issue type, volume, and team performance. As the amount of Issues you receive increases, metrics...

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