Please note: you can add a text or drop-down Custom Issue Field to your contact form. You can add Custom Issue Fields to your contact us form by navigating to Settings > App Settings > select yo...
web
How can I prevent FAQs from showing in my Web Support Portal?
When you turn off web visibility for an FAQ, those FAQs will no longer appear when ‘Web’ is selected from the platform drop-down in the Web Support Portal. However, if the FAQ is published and vis...
How do I redirect my existing support site to the Helpshift Web Support Portal?
You will need to setup a 302 temporary redirect from support.oldsite.com to newsite.helpshift.com. Test this first, and if everything is working properly, change it to a 301 permanent redirect. Once y...
How do I remove the ‘Log in’ link at the bottom of my web support portal?
DEPRECATION NOTICE Help Center 2.0 — scheduled for release May 11, 2021 — does not show any Log in link under your web support portal. Instead, after you upgrade to Help Center...
How do I set up my Web Support Portal contact form in different languages?
If you’ve already added custom fields to your Web Support Portal contact form, you can upload translations for these custom fields so they’ll appear localized along with the rest of your W...
Why can’t videos in my embedded Web Portal be full-screened?
When videos are embedded on a page that is inside an iframe (embedded on your website), the video is unable to be full-screened. This is an iframe limitation, and Helpshift doesn’t have an out-o...
How do I reposition the web support portal’s Contact Us button for desktop browsers?
DEPRECATION NOTICE Help Center 2.0 — scheduled for release May 11, 2021 — does not support CSS customization. Instead, it features built-in customization tools. However, we co...
How do I use Smart Views to filter web Issues by app, platform, or language?
You may notice when creating a Smart View for web Issues that if you select either Email or Web as a Platform when creating a Smart View, the drop-down to select specific apps or languages will be dis...
Can I add an icon to my web support portal for an app that isn’t in the app store?
DEPRECATION NOTICE Help Center 2.0 — scheduled for release May 11, 2021 — does not support CSS customization. Instead, it features built-in customization tools. However, we co...
Guide: Web & Email Support
In addition to in-app support, offering web and email support channels allows you to provide a comprehensive customer support experience. A robust Web Support Portal filled with categories and FAQs em...
How do I edit an app’s nickname?
On the Helpshift toolbar, click Settings. In the navigation pane, scroll to the APP SETTINGS area. Then, click the name of whichever container app you plan to change. The App Settings page opens. In t...
Best practices to embed your web support portal
BACKGROUND You can embed your Helpshift web support portal in any web page, such that it occupies 100% of the available height and width. BEST PRACTICES Make sure that you update the following ...
How do I reorder / hide apps & platforms in my Web Support Portal?
Admins can change the order in which Apps are shown in the App drop-down in the Web Support Portal. If you are an Admin, navigate to Settings > Support Settings > Web Support Portal. Under Web S...
How do I segment the content in my Web Support Portal by app?
Under Settings, navigate to App Settings and select your app. Then, if you haven’t already, click “Add Platform” and input all relevant details. A pop-up will appear where you can provide the st...
How do I set up my Web Support Portal in different languages?
To set up your Web Support Portal in different languages, be sure to add languages to your app in your main App Settings page. You can do so by navigating to Settings, selecting your app, then scrolli...
Can I hide or customize my web support portal’s ‘Contact Us’ button?
You can change the look and feel of your Web Support Portal contact us button, change its position on the page, or even hide it completely. Our developer documentation explains in detail how web devel...
How do I customize my Web Contact Us form?
To provide a better support experience, we recommend making custom app or brand specific contact forms so you can create unique contact experiences for your users. The workflows to do so differ betwee...
How do I customize my web support portal?
DEPRECATION NOTICE Help Center 2.0 — scheduled for release May 11, 2021 — does not support CSS customization. Instead, it features built-in customization tools. However, we co...
What is the web support portal and how do I set it up?
DEPRECATION NOTICE Help Center 2.0 — scheduled for release May 11, 2021 — does not show any Log in link under your web support portal. Instead, after you upgrade to Help Center...