faq

How do I include a video in an FAQ?

You can add a video to an FAQ from directly within the FAQ editor by clicking the ‘embed video’ icon on the right side of the edit toolbar. A pop-up will appear where you can enter the URL for the...

How do I remove an FAQ Section or Article?

To remove or delete an FAQ Section, navigate to the FAQs tab and click the trash icon to the right of the Section title. A pop-up will appear warning you that deleting the section will also move all o...

Where can I find permalinks for my web FAQs?

The permalink for an FAQ in your Web Support Portal can be found at the bottom of the page to the right of the ‘updated’ timestamp. This is the URL you can send stakeholders who don’...

Video: User Experience: Browsing FAQs

This video provides a brief overview of what it looks like from the end user’s perspective to browse in-app FAQs. To see what the support experience looks like, see What Does The In-App Support ...

Guide: Creating & Publishing FAQs

At this stage, you’ll have signed up for Helpshift, created your app, and invited Agents to your Helpshift Dashboard. The next step to optimizing your support offerings is to complete your Web S...

What are Issue Tags, and how do I use them?

An Issue Tag is a tag that can be added to an FAQ article being used as a Predefined Answer to help organize Issues responded to with this answer. For example, if your FAQ article “How do I logi...

How do I insert an Agent Signature?

Helpshift support is meant to feel like a mobile messaging experience, and users will already be able to see who the response came from and at what time it was sent from. Because of this, short and ...

How do I hide my FAQs entirely?

To hide an FAQ Section from your Web Portal or app, you’ll need to unpublish all of the FAQs in that Section, or edit their visibility on the different platforms. If you want to temporarily r...

How do I deep link to an FAQ from within the app?

If you would like to link a user to an FAQ and have it open within the app, you can use deep linking. Deep linking is the use of a hyperlink that links to a specific, generally searchable or indexed, ...

Why are there numbers at the end of my FAQ URL?

If you have two FAQs with the same exact name, whether unpublished or not, the second FAQ created will have numbers generated at the end of the URL to differentiate. If you do not want the numbers at ...

How do I create a “mailto” link in an FAQ?

To create a mailto link, proceed as follows: 1. Open the FAQ details page by clicking on the FAQ within the list of FAQs 2. Click the ‘Edit’ button to open the FAQ Editor 3. From within t...

How do I set up FAQs for different apps?

To set up FAQs for different apps, you will first have to add your new app in Helpshift. To do so, please see How Do I Add My App in Helpshift? Once you’ve added your app, navigate to the FAQs p...

Why am I having issues with my CSV file?

When attempting to bulk update FAQs, there are several different error messages that may appear during the process. Some universal steps to avoid encountering any of these types of errors are as foll...

How do I import FAQs?

To import your FAQs after you’ve bulk edited them via CSV, navigate to the FAQs section, select the Settings gear next to the New FAQ button, then click ‘Update FAQs via CSV Upload’....

How do I bulk edit/update FAQs?

The first step to bulk updating your FAQs is to export the ones you’d like to update as a CSV or HTML file. To learn how, see How Do I Export FAQs? As a note, you cannot use CSV/HTML to create F...

How do I export FAQs?

You can export FAQs as a CSV or HTML file. To do so, navigate to the FAQs section, click the Settings gear to the right of ‘New FAQ’, then select ‘Export as CSV for [appname]’ ...

How do I unlink an FAQ?

To unlink your FAQ, click ‘Unlink’ in the ‘Publish’ area on the FAQ detail panel. A warning message will appear to alert you that after unlinking, the content and translations of this ...

How do I copy or link an FAQ across multiple apps?

Our Linked FAQ feature provides you the functionality to easily share FAQs, along with their translations, across multiple different apps. For example, if you need to display a different set of Troubl...

How do I translate my FAQs?

Helpshift is localized to automatically show FAQs in the language of the user’s device. This allows you to easily support users who speak a variety of languages by manually adding translations y...

How do I add keywords to an FAQ?

Helpshift’s sophisticated search algorithm shows relevant FAQ results as users are typing search queries. If users typically search for a specific question using a term that isn’t already ...

How do I reorder my FAQ articles & Sections?

To reorder FAQ articles and Sections, navigate to your FAQ section, click the Settings drop-down button next to the New FAQ button, and choose “Enable Reordering”. Once enabled, you’...

How do I format my FAQs?

The FAQ editor allows saved text to be displayed in your preferred format on user devices as well as in web browsers. We recommend using caution when pasting from other sources, as the non-native form...

What should I include in an FAQ Article?

An informative and well-formatted set of articles is key to successfully resolving customer Issues and deflecting support inquiries. Our built-in FAQ editor allows you to apply the following format...

How do I publish/unpublish my FAQ article?

If you’re not already within the FAQ, first navigate to the FAQ from within your FAQ list by clicking on it within the section. From within the Issue details, switch the ‘Published’ ...

How do I create FAQ Sections & articles?

Sections are used to organize related FAQs under common categories so that your visitors can easily find what they are looking for. To create a new Section, click the FAQs icon on the left side, then ...