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 ...
issues_feed
How do I review Issues in Helpshift?
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...
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...
Do you have a mobile app for replying to users on-the-go?
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...
What keyboard shortcuts can Agents use on the Dashboard?
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. ...
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...
How can I make sure Agents are notified when new Issues are created?
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 ...
How can I filter my Issues by language?
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 ...
Can a user have multiple open Issues?
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 ...
How can I follow back up on resolved Issues?
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 ...
Can I CC other Agents or external users/developers on an Issue?
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...
How do I locate Issues which are more than one year old?
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...
How can I monitor SLAs for Issues in my Dashboard?
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...
What does the Sent/Read mail icon mean below replies?
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...
What are (CSAT) Customer Satisfaction Surveys, and how do I set them up?
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...
How do Agents attach files to replies from the Dashboard?
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 ...
What happens if I apply a Bulk Action to an Issue that another Agent is viewing?
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...
What is a Bulk Action?
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...
How do I delete an Issue?
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...
What is the ‘Issue Status’ and how do I update it?
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 ...
What are Private Notes & Mentions, and how do they work?
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...
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 ...
Where can I view the device information and metadata associated with each Issue?
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...
How do I create an Issue on behalf of a user?
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...
How do I share an Issue outside of the Dashboard?
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€...
How do I assign an Issue to myself or another Agent?
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...
How do I edit my active tags?
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...
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...