ARTICLE FRESHNESS

2021.05.14

AUDIENCE

We prepared this material for well qualified Helpshift administrators.

FOUNDATIONAL KNOWLEDGE

  • A Help Center is an in-app destination for customer service engagements and user support, centered around exactly one product or service.

    • Help Center 1.0 is a legacy product — bound to legacy SDKs — that supports upgrading to Help Center 2.0.

    • Help Center 2.0 is a modern product, available by subscription, which can implement more visually sophisticated outcomes than are supported in Help Center 1.0. Help Center 2.0 is bound to SDK X.

  • A web support portal is either:

    • a public website that consolidates all of the Help Centers that one company or organization supports through one hosted Helpshift instance

      OR

    • a public website that presents the resources from one Help Center, which supports the users of one, specified app on one, specified platform

  • Chat is a Helpshift capability whose look and feel — when you have and use Help Center 2.0, inherits some look-and-feel characteristics from it.

ARTICLE SCOPE

This article summarizes certain, key benefits of Help Center 2.0, and then explains how to migrate your Helpshift instance from Help Center 1.0 to Help Center 2.0.

BEFORE YOU BEGIN

  • You must log in to your Helpshift instance (“tenant”) as its administrator.

  • You must have Help Center 2.0 (or later), which we first released in May 2021. You have it either because it is the only version that you have ever had or because you upgraded to it from Help Center 1.0.

WHERE YOUR WORK BEGINS

HOW YOU GET THERE

WHAT YOU SEE THERE

Much of your work to migrate from Help Center 1.0 to Help Center 2.0 takes place on the Branding and Customizations page.

  • On the Helpshift toolbar, click Settings ().

  • Then, in the navigation pane, scroll to the SUPPORT SETTINGS area and click Branding and Customizations.

The Branding and Customizations page opens. On its page banner, the Brand tab is selected by default.

Benefits of upgrading to Help Center 2.0

Entries in this table describe a handful of the benefits of using Help Center 2.0 instead of Help Center 1.0.

Benefit See
A dedicated branding and customization dashboard Help Center 2.0 — Configure look-and-feel settings
Improved SEO with improved URL-generation logic Help Center 2.0 — SEO-friendly article URLs
Enhanced options for embedding a Help Center or a web support portal Help Center 2.0 — Embed your web support portal in any web page
A generated ‘popular articles’ block per product Help Center 2.0 — Generated ‘popular articles’ blocks
A generated ‘related articles’ block per article Help Center 2.0 — Generated ‘related articles’ blocks
User feedback enhancements Help Center 2.0 — Requesting article feedback
Simplified showing or hiding of ‘Contact Us’ options Help Center 2.0 — Show or hide the Contact Us button

How to upgrade

Step 1. Log in to your Helpshift instance as its administrator.

Step 2. On the Helpshift toolbar, click Settings ().

Step 3. In the navigation pane, scroll to the SUPPORT SETTINGS area. Then, click Web Support Portal.

The Web Support Portal page opens. There, a large banner invites you to upgrade.

Step 4. On the banner, click CUSTOMIZE & UPGRADE.

The Branding and Customization page opens.

Step 5. Open Help Center 2.0 — Configure look-and-feel settings, and then complete its procedures.