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 or to To learn about the benefits of Power BI, please see How can I get more out of Helpshift Analytics with Power BI?

Once your Account Manager has activated Power BI in your Helpshift Dashboard, you will see a new ‘Power BI Analytics’ section under the Analytics tab.

This page will list your Power BI user name. Keep this information on hand as you proceed through the rest of the installation process.

Next, navigate to and click the sign up button in the top right to register your Power BI account.

When signing up, please note that you need to choose between one of two pricing options, free and pro. Free users have the same functionality as Power BI Pro, but select sharing and collaboration features are restricted to only pro users. To learn about the differences between these options, please see Microsoft’s Power BI pricing page.

Once you’ve completed the registration process, sign into your account and select ‘Get Data’ in the bottom left hand corner.

On the page that appears, under ‘More ways to create your own content’, select ‘Service Content Packs’.

A list of content packs you can choose from will appear. Search for ‘Helpshift’ to bring up a list of the available Helpshift Analytics apps, based on the type of data you’d like to have access to. You can repeat these steps to download all three if you’d like.

Click ‘Get it now’ to install the content pack, which will connect you to Helpshift’s prebuilt set of reports. This will bring you to the ‘connect to Helpshift analytics’ page.

Fill out the fields as follows:

  • Domain: enter your Helpshift domain exactly as it is written on your Dashboard. You can check your helpshift url, [domain] for this information if you need it.
  • Days of data to show: enter the amount of previous days of data you would like to have retrieved. As stated in the prompt, the maximum is 180.

Click ‘Next’ to navigate to the next page, where you’ll be prompted to enter your url and select your authentication method.

  • URL: this information will be auto-populated based on your previous selection.
  • Authentication method: click the drop-down and select ‘Basic’.

Please note: due to a bug in Power BI, you have to navigate to the drop-down and select ‘Basic’ twice in order for the next prompt to appear.

Once ‘Basic’ has been selected twice, the username and password fields will appear on this page.

In the username field, enter the Power BI user name as listed on the Power BI Analytics page in your Helpshift dashboard. Steps to find this information are provided at the beginning of this article.

Leave the password field blank and click ‘Sign In’ to proceed.

Please note that the data import can take up to 15 minutes. Additionally, individual reports may sometimes take a few seconds to load.

To quickly get started with reports, click the ‘Show the navigation pane’ icon in the top left:

In the menu that appears, you’ll see Reports, Dashboards, and Datasets. To jump directly to reports, click the latest report listed under the ‘Reports’ section.

If nothing is there yet, you’ll need to build a new report from scratch. In Power BI, you create new reports from datasets. To learn how, please see Power BI’s documentation on creating a new Power BI report by importing a dataset.

If you’re on the free version of Power BI, at this point you’ll need to set up a data refresh. If you’re on the pro version, you will not need to complete the next steps.

You will use all the same credentials for setting up the refresh that you did for setting up the content pack.

To set up the refresh, navigate to the ‘My Workspace’ tab on the left, then under ‘Datasets’ select the ellipses next to your latest dataset.

Next, select ‘Schedule Refresh’ in the menu that appears.

On the page that appears, select the drop-down ‘Data Credentials’ then click ‘Edit Credentials’

On the ‘Configure Helpshift Analytics’ page, enter the exact same credentials you did for the ‘Connect to Helpshift Analytics’ prompt. Please remember that you will need to select the ‘Basic’ option twice.

Once you click ‘Sign In’, you’ll be returned to the Settings for Helpshift Analytics page. Select the ‘Schedule Refresh’ drop-down, then toggle the ‘keep your data up to date’ toggle to ON. You may also set other data refresh settings as you see fit.

We encourage you to review Microsoft’s documentation on Power BI Basic Concepts to become familiar with the dashboard visuals and functionality. Additionally, you’ll want to learn how to set up a data refresh to ensure you are always getting the latest data.

You can also set your time zone from within the Helpshift Dashboard to ensure the timestamps on your data are accurate for your team. To learn how, see How do I remove the arrow and drop-down from the app selection screen in my Web Support Portal?