Helpshift Agent Dashboard helps your customer service and support agents to engage with your consumers in real time, sometimes helping several at once. Such concurrency increases efficiency and produc...
power bi
How do I see Quick Replies metrics in Power BI?
Quick Replies metrics can be found in the Support Analytics report. Open any tab, then click the expander button next to the drill down table at the bottom of the report. This will open up the drill d...
How do I enable Custom Issue Fields for reporting in Power BI?
Before you can use Custom Issue Fields in Power BI, they must first be enabled for reporting in your Helpshift Dashboard. Why are Custom Issue Fields reported with a different name in Power BI? Power ...
How do I make use of Custom Issue Fields in Power BI?
Once you’ve enabled Custom Issue Fields for reporting in Power BI, you’ll see them become available in the Custom Issue Fields Mapping page of your Support Analytics report. When you click into th...
Why are certain metrics in Power BI different from the ones in Helpshift Analytics?
You may notice that certain metrics within your Helpshift Analytics page and Power BI dashboard do not match, despite having the same name. This is because some metrics are calculated differently in e...
How do I create a custom report in Power BI?
There are several ways you can create a custom report. The simplest and most effective way is to edit an existing report. This allows you to select additional filters and customize the visuals to repr...
Why can’t I see my time zone from within the Power BI report?
Time zone support in Power BI is supported in the latest versions of the Helpshift content packs that were released on September 5th, 2017. You’ll need to reinstall that content pack and update your...
How do I set my time zone in Power BI?
Setting your time zone From within the Helpshift Dashboard, navigate to the the Analytics page. On the left, select the ‘Power BI Analytics’ tab. On this page, select the ‘Settings’ tab at the...
Why do some Issue titles get cut off in my data exports?
When exporting data from Power BI, you may notice the titles of certain Issues in the ‘Titles’ field are truncated with an ellipsis. The ‘Title’ field in the Helpshift Dashboard is limited to ...
Why does my content pack data not refresh?
Please note: the steps below allow you to refresh data for existing metrics in your Power BI reports. To update your content pack so that new metrics added to the report in a recent update will appear...
Guide: Power BI Reports Overview
The purpose of this guide is to walk existing Helpshift + Power BI users through best practices for reviewing for the data available on each report in the Power BI dashboard. If you are a Helpshift us...
How do I install Power BI?
This FAQ is for Helpshift users who have recently had Power BI activated in their Dashboard. If you are interested in getting Power BI for your support team, please reach out to your Account Manager o...
Guide: Power BI 101
This guide is for first time users of Power BI who have already activated and installed Power BI. If you have Power BI activated but have not yet set it up yet, please see our FAQ How do I install Po...
How can I get more out of Helpshift Analytics with Power BI?
Power BI can only be added to your Dashboard with an account upgrade. Please reach out to your Account Manager or to success@helpshift.com to learn more. We understand that some Helpshift users need a...