Helpshift Whitelist of File types You can allow end users to send images and other types of rich media files to agents. Below are the different types of files that end users can upload. If an end use...
How do I ensure spam email Issues are not reopened by new replies?
You may find when using our email spam prevention tool (currently in beta) that some of those spam emails will not stay closed, which is a result of the spammer or a CCed email address sending new ema...
Why do Agent email replies appear blank to people using the Yahoo Mail for Android app?
The Yahoo Mail for Android app doesn’t render Helpshift emails properly. The Agent reply is sent correctly from Helpshift’s end, but renders in the email client as an empty space. Users of...
How do I manage email spam in my Dashboard?
Helpshift uses Mailgun to identify and filter the vast majority of email spam that is sent to your Dashboard on a daily basis. However, spammers frequently change their tactics and email addresses to ...
How do I make email optional or required for SDK users?
Depending on the status of the user (unregistered or registered), you can customize the new conversation screen to make it easier for your user to submit a new message. SDK v7.0.1 and above In SDK v7....
What happens if a user sends multiple emails to the Support alias?
If a user reports an Issue from the same email address with an interval of less than 5 minutes, that second email will be added as a message to the previously created Issue. New Issues from the same e...
Why do I occasionally receive blank replies from email users?
The current known causes of blank responses are as follows: Not replying above the “do not reply below this line” statement, as seen in this screenshot: If the email time-stamp text from t...
How do I use Smart Views & Automations to filter email Issues by app, platform, or language?
Email Issues by nature come with no data aside from the email address of the sender and the text in the message. You can complete the steps below to effectively categorize and organize email Issues us...
We’re not receiving notifications or recovery instructions by email, why?
If this is a member account, please reach out to our support team via our contact page so we can check our 3rd party mailing system’s suppression list (Mailgun). In order to put prevention meas...
How do I change my account email?
To change your email address for your account, you’ll first need to invite a new member with that new email address. To add a new member, navigate to Settings > Organization > Teams, then ...
Guide: Web & Email Support
In addition to in-app support, offering web and email support channels allows you to provide a comprehensive customer support experience. A robust Web Support Portal filled with categories and FAQs em...
What is email branding, and how do I set it up?
Email Branding allows you to gracefully represent multiple app or company brands via different email templates. As an example, let’s say your company, Demo, Inc, has two apps, DemoLand and DemoWorld...
How do I create engaging branding for my support emails?
When you edit or create a new email Support Channel in Settings > Email Support, you’ll see the option to enable custom email templates. If you enable a custom template for a given channel, e...
How do I create separate email support channels for the different apps I support?
Many companies have multiple brands and apps and want to create specific support experiences for each one. Creating separate support channels for each of your apps will ensure that users see support e...
How do I forward my support emails into Helpshift?
You can view and update your support email address in your Settings area by navigating to Settings > Support Settings > Email Support. On the Email Support Channels page, you’ll see your f...
How do I use SPF records to prevent emails from going to the ‘spam’ inbox?
This process may require support from your IT administrator. To create an SPF record for a domain: 1. Log in to the administrative console for your companies domain provider 2. Locate the page from wh...
How do I block an email address in Helpshift?
At times it may be necessary to block individual users from continuing to contact your support team. This process can also be used to block spam email senders. To block a user who reached out via emai...