issues_feed

HS-Tags are unique values that can be configured and paired with tags in the Dashboard to be automatically applied to new Issues when metadata or Custom Data thresholds are met. These tags appear in ...

You can review Issues in Helpshift via the 3-pane view of your Issue tab, or via the full Issue view (which you can access by clicking the Issue number from the Issue details pane). The 3-pane View Th...

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...

Currently we do not have a mobile app for Agents to use to reply on the go. As a workaround, you can respond to Issues on the go from your mobile device by turning on email notifications. To do so, na...

Workflow efficiency is one of our highest priorities here at Helpshift. We know you receive hundreds of support Issues each week, it’s important to make every keystroke and mouse-click count. ...

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...

Admins who have Email notifications turned on will receive notifications for new Issues and updates to Issues. However, Agents will only receive notifications for Issues assigned to them, and updates ...

Your developer can configure your app to detect device languages so that this metadata is captured for new Issues. Please have them review our developer documentation on setting SDK languages for iOS ...

Helpshift structures Issue management to prevent the creation of multiple open Issues by the same user. For in-app issues, if the user already has an open, unresolved Issue, the SDK is set up so that ...

There are a few reasons why you might resolve an Issue, but then want to reopen it or follow back up with the user at a later time. For example, you may have launched a new feature that was requested ...

You can CC (carbon copy) Agents in your dashboard, or external users/developers, on existing Issues to include them in the conversation, or just add them as ‘watchers.’ Keep in mind that t...

Helpshift is installed on billions of devices around the world. To make the Dashboard performance as fast as possible for Agents, we implemented an Issue archival policy. This means that all closed Is...

Issues in your Dashboard can be sorted by Queue Priority (only available if you have Queues unlocked on your Dashboard), Wait time, Latest, or Oldest, in the right-hand side of your Issues Feed. By de...

If your Helpshift SDK version is later than iOS v5.5.0 / Android v4.4.0, you have the ability to see when your users read their messages on their devices. These are known as Sent Receipts and Read Rec...

Customer Satisfaction Surveys, or CSAT, provide you with a way to gather honest, qualitative feedback from your app users. Combined with a quantitative metric like Number of Issues Resolved, CSAT allo...

To attach a file, simply click the paperclip icon on the Conversation screen of the Issue Details page. A prompt will appear where you can select and attach the appropriate file. Agents can attach a ...

When a Bulk Action is applied to an Issue that is being viewed/actioned by another Agent, that Agent will be advised that Issues have been updated via a pop-up and will be prompted to refresh their Vi...

Bulk Actions allow you to complete the following actions on a large number of selected Issues: Update the Issue status Reassign Issues to Agents, Agent Groups, Queues, and Bots Reply to multiple Issu...

Once Issues are completed, you can mark such Issues as ‘Resolved’. Issues marked as ‘Resolved’ will not be deleted, and Issue data will remain in Helpshift’s servers in case is needed at a l...

The Issue Status is the the current state of an Issue. The following Issue statuses are available in Helpshift: New Issue: has not yet been assigned or replied to New Issue for Agent: assigned to an ...

Private Notes are internal notes that an Agent/Admin can add to an Issue. Private Notes are not visible to your end users, and are added in-line within the messages. This feature is particularly helpf...

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 ...

Device information associated with Issues can be found within the ‘Metadata’ tab at the top of the Issue details page. This section contains device and OS information, as well as any debug...

Agents and Admins have the ability to create Issues on behalf of end users by clicking a button located in certain default Smart Views that exist to manage New Issues. For Admins, this button is avail...

There may be circumstances where an Issue needs to be shared with people outside of the Dashboard for a quicker resolution. These outside recipients do not have to be members of your Dashboard. The â€...

You can assign individual Issues to yourself, a Queue, or any other team member in your Dashboard from the Issue detail page. When you open an Issue, you will see an ‘Assignee’ Section in...

We currently do not offer the ability to edit tags. The easiest way to replace an existing tag is: 1. Create your new Tag 2. Create a Smart View, OR use Advanced Search, to identify all Issues using t...

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...

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...