issues_feed

What are HS-Tags?

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 ...

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 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 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 ...

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 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...

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 ...

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 ...

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...