Salesforce Integration v2.7.0 was released on March 12, 2018 with the following features:

  • Chat messages have actual attachments, and not just the URLs
  • Debug logs are available as attachments to cases for Issues that have debug logs
  • A transcript will be generated for cases when the Issue is Resolved or Rejected (or added as an attachment to the case if the transcript is too large)
  • Multi-language FAQ sync support
  • Allows for mapping the user ID field during the Issue field mapping process

If you already have the integration and need to update your version, you need to update a few settings in your Salesforce Integration to complete the update.

Enable Track Field History for Knowledge Articles

First, you’ll need to enable ‘track field history’ for all of your Knowledge Articles which are set to sync with Helpshift. To do so, complete the following steps:

1. Click ‘Setup’ next to your name in the top right.

2. Under the ‘Build’ tab on the left, click the drop-down next to ‘Customize’

3. Scroll down and click the drop-down next to ‘Knowledge’

4. Select ‘Knowledge Article Types’

5. Click ‘Edit’ next to the article type you’d like to associate with your track field history.

6. Under ‘Optional Features’, check the box next to ‘Track Field History’.

7. Click ‘Save’ to complete this process.

You will need to repeat steps 5-7 for every article type that you sync to Helpshift.

Grant Modify All Access to Admins

Once you have enabled field history tracking, you will need to ensure that all Helpshift Admins have ‘modify all’ access on Helpshift transcripts, and that all fields are editable by the Admin user. Helpshift Agents will only need ‘read only’ access to objects and fields.

To enable ‘modify all’ access for Admins, complete the following steps:

1. Click ‘Setup’ next to your name in the top right.

2. On the page that appears, select Manage Users > Permission Sets.

3. On the Permission Sets page, click ‘Helpshift Admin’.

4. Under ‘Apps’, click ‘Object Settings’.

5. Scroll down to where ‘Helpshift Transcripts’ is listed, and click on it.

6. Click ‘Edit’ to the right of ‘Helpshift Transcripts’.

7. On the page that appears, check the ‘Modify all’ checkbox in the ‘Object Permissions’ area.

8. Click ‘Save’ at the top to confirm this change.

Grant Read Access To Agents

The process is the same for enabling ‘read only’ access for Agents. In step 3, select ‘Helpshift Agents’ instead of ‘Helpshift Admin’, and in step 7, check the ‘Read’ checkbox only.

Several other custom objects within Salesforce also need to have the correct permission settings configured to utilize the benefits of the Salesforce Integration upgrade. Use the steps above to update the following Salesforce objects with the corresponding permission settings:

Helpshift Admin Helpshift Agent
HS Case Sync Modify All Modify All
Helpshift Case Comments Modify All Read, Create, Edit
Helpshift Notes Modify All Read, Create, Edit