After mapping your Custom Issue Fields, new Issues being sent into the Dashboard will pull in the user data you’ve passed through the SDK. Older, unarchived Issues will not receive the same treatment. You may decide to backfill your older Issues with your new Custom Issue Fields so that resolved and open Issues will appear in any new Smart Views or Queues rules you’ve set up to handle Issues with certain fields.

You can update your older Issues with Custom Issue Fields using Helpshift’s REST APIs. Our team has developed a custom Python script to allow you to automatically backfill older Issues. Please work with your developer and share the information below to complete this process.

Please note: prior to running the script, an Admin of your Dashboard will need to configure the Custom Issue Fields needed for the backfill in the Dashboard. To learn how, please see our FAQs on creating new Custom Issue Fields.

For developers: setting up the Python script

When running the script, there are three libraries that are imported at the beginning: click, requests, and JSON.

You can update the METADATA_CIFS_MAPPING variable by entering the metadata_keys and corresponding values which are cif_keys.

The script defines three functions, as detailed below:

  • The first is to construct the Custom Issue Fields mapping deriving from metadata.
  • The second to make an API call to the Helpshift REST API and updates the Custom Issue Fields within existing issues.
  • The third function fetches and updates issues while stepping through the pagination.

The Python script is available on the Helpshift API Github page.