faqs

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...

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...

To create new FAQs in bulk, proceed as follows: 1. Create empty placeholder FAQs in your Helpshift Dashboard. To do so, simply navigate to the FAQs page, then click the ‘+New FAQ’ button from with...

Your FAQs are always cached and available to users offline (for example, when they lose network connection or go into airplane mode.) If there was an update to an FAQ while the user was offline, they&...

When you turn off web visibility for an FAQ, those FAQs will no longer appear when ‘Web’ is selected from the platform drop-down in the Web Support Portal. However, if the FAQ is published and vis...

Our FAQ editor allows you to apply various text formatting options to FAQs, including bold/italicized text, bullet points, and embedded images/videos. However, these formatting choices are not preserv...

The ‘Was this Helpful’ values are cached and updated once per day. If you want to get a more immediate update, you can edit the FAQ and then save the new changes (this can be as simple as ...

To remove or delete an FAQ Section, navigate to the FAQ 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 of...

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’...

There are a few reasons why you might face formatting issues/errors during the FAQ bulk update. Make sure that you’re following all the guidelines below when preparing your CSV: Column data should b...

This type of error is often caused by incorrect API keys or an incorrect App ID. Please review the following documentation to confirm that you have correctly set up the showFAQ API. For more general i...

You can review information on FAQ effectiveness in your Helpshift Analytics Dashboard and in Power BI. To learn more about using Power BI to review FAQ metrics, see the FAQ Analytics section of the Po...

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...

This guide will walk you through the steps to jumpstart your Web Support Portal by adding FAQ articles & Sections, writing compelling and organized article content, rendering FAQs for different pl...

Under Settings, navigate to App Settings and select your app. Then, if you haven’t already, click “Add Platform” and input all relevant details. A pop-up will appear where you can provide the st...

There may be circumstances where you need to show a user different language options based on their language preference or locale. For example, you might want to show English-language results to users ...

If you would like to keep a user in-app, but link them to an FAQ, you can use deep linking. Deep linking is a way of coding a URL so that it will open inside of the app. This will prevent a URL from t...

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...

The very best way to reply to end users with predefined answers is to use Quick Replies. To get started with Quick Replies, please see the following FAQs: What are Quick Replies, and how do I use them...

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...

No, it will not break. When you create an FAQ article, the original link that is generated for that FAQ can be used permanently going forward. We do generate new permalinks when edits are made to the ...

Helpshift recommends creating unique FAQs for each of your apps’ platforms as a best practice, then making each one visible only for their specific platforms. If an FAQ has slightly different co...

Every FAQ Section you create has a sequential ‘Section ID‘ next to it when you have the Section selected. The same goes for the individual FAQ’s ‘Publish ID‘. You’l...

When an FAQ article is created and/or updated, the ‘updated by’ and ‘updated date’ stamps are displayed in the FAQ Dashboard in the bottom right corner next to the FAQ article ...

When placing images in your FAQs, keep your app’s supported device ratios and default app orientations in mind. These settings can impact the appearance and rendering of your images, causing t...

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, ...

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 ...

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...

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...

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...

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’....

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...

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]’ ...

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

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...

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...

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 ...

To reorder FAQ articles and Sections, navigate to your FAQ section, click the Settings drop-down button  and choose “Reorder Sections and FAQs.”   Once enabled, you’ll see the ...

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...

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...

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’ ...

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 ...