The Helpshift SDK is designed to provide your support team with valuable data about your end users to help resolve their inquiries. This data can include device properties (OS type and version and use...
custom issue
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 yo...
How do I allow my Agents to edit Custom Issue Fields?
Allowing your Agents to edit a Custom Issue Field grants them the ability to update the label, field placeholder, and values for a Custom Issue Field. You and your team will be able to tell which Cu...
How do I remove a Custom Issue Field, and what happens if I do?
A Custom Issue Field can be removed from your list of active fields in 2 ways: it can be archived, and then after it is archived, it can be deleted. Archiving a Custom Issue Field will remove the fiel...
How do I edit an existing Custom Issue Field?
You can edit Custom Issue Fields from the Custom Issue Fields page. To get there, navigate to Settings > Workflows > Custom Issue Fields. On this page, click the gear icon to the right of the Cu...
How do I reorder my Custom Issue Fields?
Reordering the list of fields on the Custom Issue Fields page also reorders how they will appear on the Issue details page for every Issue. You can reorder Custom Issue Fields from the Custom Issue Fi...
How do I create a new Custom Issue Field?
Please note: you must be an Admin to create and manage Custom Issue Fields. To create a new Custom Issue Field, navigate to Settings > Workflows > Custom Issue Fields. The Custom Issue Fields pa...
What are Custom Issue Fields, and how do I use them?
Custom Issue Fields allow you to classify Issues using fields made up of a label and a type. The label is where you provide the category of the field (tier, purchase date, country) and the type is whe...
Custom Issue Fields
Custom Issue Fields allow you to classify Issues using fields made up of a label and a type. The label is where you provide the category of the field (tier, purchase date, country) and the type is whe...
How do I enable Custom Issue Fields for reporting in Power BI?
Before you can use Custom Issue Fields in Power BI, they must first be enabled for reporting in your Helpshift Dashboard. Why are Custom Issue Fields reported with a different name in Power BI? Power ...
How do I make use of Custom Issue Fields in Power BI?
Once you’ve enabled Custom Issue Fields for reporting in Power BI, you’ll see them become available in the Custom Issue Fields Mapping page of your Support Analytics report. When you click into th...
How do I migrate to using Custom Issue Fields when I already have metadata and tags?
Metadata and Custom Issue Fields Metadata is information about your user that is collected from their device by our SDK out-of-the-box, including your end user’s OS type, app version, device type, a...