Helpshift supports emojis and other special characters in both email and in-app replies. Please keep in mind that their appearance may render differently on different devices depending on the platform...
in-app
How are notifications handled by the Mac SDK?
Helpshift’s MacOS SDK does not support push notifications. Rather, it uses local notifications to inform users when an Agent has replied to a conversation. Since these notifications are local to...
How do I create a one-way feedback channel?
Feedback requests can sometimes clog up other important items in your Issues queues. To alleviate this, you can work with your developer to complete the following steps to implementing a ‘Feedba...
How do I request an in-app screenshot from a user?
An Agent can request a screenshot from an in-app user to get a better view of their problem. This is useful when engaging with less technical users. To request a screenshot, go into the detailed view ...
Why does the iOS App Store say my app supports more languages than it does?
When building your project, you’ll only want to add which languages you need, or else all of them will be displayed as supported on the App Store. Please see our developer documentation for iOS ...
What does the in-app support experience look like for a user?
The screenshots depicted in this FAQ feature the legacy form-based filing flow, which is slated to be deprecated in mid-2019. To see the end user experience with our new Conversational Issue Filing fl...
How do I make sure the correct FAQs are shown to users based on their language, and not their locale?
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 ...
Can I add additional text fields for users submitting Issues in the SDK?
Currently we do not have the functionality in place for you to add additional text fields for end users submitting Issues in the SDK. While you can add custom fields to your Web Support Portal contact...
How do I integrate Helpshift into my desktop app?
Mac OS Helpshift supports in-app chat and FAQs for Mac OS applications. For implementation instructions, please review Getting Started with Mac OS. Windows Desktop Applications Helpshift no longer su...
How can I prevent users from reopening Issues?
By default, a user can reopen a previous Issue thread by responding ‘No’ to the resolution question sent upon Agent resolution. The resolution question is the ‘Did we answer all your...
When does device info and other metadata get refreshed/updated?
When an in-app user submits a new Issue, any metadata that the developers have set up is pulled in with the Issue. If any of the information changes while the Issue is open, such as if the end user up...
How do I deep link an in-app user to an FAQ article in a reply?
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...
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...
How do I block an SDK/in-app user?
At this time we do not have the functionality in place to allow you to block Issue submissions from the SDK at the Dashboard level. The workaround is to set the ‘enableContactUs’ flag to &...
How do I find my Review URL for iOS & Android?
Please note: your review URLs must initially be added by a member of your team and are not automatically generated. To access your Review URL to invite web users to review your app, proceed as follows...
What is the ‘Send Review Request’ function & how do I use it?
When resolving an Issue, you can use the ‘Send Review Request’ function to prompt your user to review your app in the app store before the Issue is closed. Please note the following: This ...
How do I add my app in Helpshift?
Apps in Helpshift represent each of the products or services you support. For example, if you have two major products, ShiftAzon (for buying travel products) and ShiftAway (for booking travel), where ...