There are two ways you can track when Agents become unavailable to ensure Issues are not assigned to them during that time: Option 1: Allow your Agents to manually mark themselves as available or away...
status
What is the ‘Pending Reassignment’ status?
Pending Reassignment is an Issue status which appears under the following conditions: When a New Issue Automation resolves an Issue, the assignee for that Issue changes to Automations. If the Issue is...
How do I check Helpshift’s Service Status?
You can view our service status here at any time to see notifications about any current issues our services may be facing: http://status.helpshift.com/
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 ...