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...
issues
How do I unassign an Issue?
Helpshift does not allow you to explicitly unassign an Issue once it’s been assigned to you. However, you may need to ‘unassign’ an Issue from yourself in the following scenarios: End of Shift: ...
How are Issues statuses updated by Auto-Assignment when an Agent marks themselves as Away?
When an Agent ends their shift and moves their open Issues back to the respective Queue (the Queue that those Issues were assigned to before they were assigned to the Agent), those Issues will either ...
How do I limit the number of Issues Agents are assigned?
If you use Automations for Workflow Management to assign Issues to Agents during their working hours, you may want to consider setting a limit on the number of new Issues that can be assigned to tho...
Where can I read about known SDK issues for devs?
Please see our list of known issues within our developer documentation based on your platform: iOS Android Unity for iOS Unity for Android Unity iOS Unity Android Xamarin iOS For additional assistance...
How do Agents address Issues in the Dashboard via mobile web?
While the Dashboard isn’t optimized for small screens, it is mobile-friendly. iPads and other tablets are ideal for using the Dashboard on the go. Navigate to https://yourdomain.helpshift.com/m/admi...
How should I communicate with users via Issues?
When interacting with your users through Helpshift, we recommend you follow these guidelines to give your users the best support experience. 1. Write in a friendly, casual tone. 2. Helpshift’s in-ap...
What is an Issue in Helpshift?
An Issue is a support inquiry from a customer, also known as a ticket in some other customer service management systems. These Issues are seen in the Issue Feed in your Dashboard. There are three ways...
How does the Issues feed on my Dashboard work?
The Helpshift 3-pane Dashboard is designed to make Agent workflows smooth and efficient for multitasking. The first pane features the list of Smart Views; the second pane lists the individual Issues...
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...