We updated our Salesforce Integration to a new version on March 12, 2018. To incorporate features of the upgraded version, please complete the steps in How Do I Upgrade To The Latest Version Of The Salesforce Integration?

Our Salesforce Integration allows you to manage your Helpshift Dashboard from directly within Salesforce. You can use the app to invite and assign Agents and Admins; sync FAQs, Issues, Custom Issue Fields, and tags; reply to Issues from within Salesforce; and more.

To get started with the Helpshift plugin for Salesforce, please review the steps below. You can also get started by watching this video:

1. Installing the Helpshift Package
2. Configuring Permissions
3. Page Layouts & Helpshift Messenger
4. Setting Up Your Helpshift Account
5. Inviting Agents & Admins
6. Knowledge Base/FAQ Mapping
7. Syncing Issue Fields & Statuses
8. Managing Issues in Salesforce

For more detailed steps and best practices, please see our Knowledge Base.


1. Installing the Helpshift Package

Please note: you must be a Salesforce administrator to install the package.

To download the managed package, navigate to the Helpshift App via the Salesforce app exchange. Click the ‘Get it Now’ button to launch this installation.

You may be prompted to log into the app exchange. Click the ‘Log in to the AppExchange’ button and login with your Salesforce Administrator credentials.

Next, select ‘Install in Production’ or ‘Install in Sandbox’ depending upon the org type in which app needs to be installed.

Finally, you’ll need to accept the Terms & Conditions, then click ‘Confirm and Install’.

On this page, select ‘Install for Admins Only’ or ‘Install for All Users’ depending upon your use case. If the application is being installed for testing purposes, you may want to limit it for Admin users. Select the appropriate option and click ‘Install’.

Finally, a pop-up will appear prompting you to approve Third-Party Access. This allows Salesforce to communicate with Helpshift API’s. Check the permissions box and click ‘Continue’ to complete this step.

With that, the Helpshift app is installed.

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2. Configuring Permissions

This section goes through the set up process for essential configurations to use the Helpshift app, including configuring permissions and Connected App. All of these steps are critical to achieving success with the app, so please take time to review and implement them.

2a. Configure Permissions

The app will be used by two type of users: Helpshift Admins and Helpshift Agents. To correctly enable permissions, there are two permission sets included in the Helpshift Package that must be assigned to your Salesforce users depending upon their role.

To set up these permissions, navigate to the Permissions page by clicking ‘Setup’ next to your name in the top right.

From here, search ‘Permissions’ in the search bar, then click ‘Permission Sets’.

Click the Permission Set Label ‘Helpshift Admin’ or ‘Helpshift Agent’ from the list.

On the page that appears, click the ‘Manage Assignments’ button.

Next, click the ‘Add Assignments’ button. This will take you to a list of your Salesforce users.

Select the checkbox to the left of the user’s name, then click the ‘Assign’ button to grant Agent or Admin permissions to that user.

A summary page will appear highlighting the changes you’re requesting. Click ‘Done’ to confirm this change.

When the page refreshes, you will now see this user on your list of Helpshift Agents/Admins.

2b. Configure Connected App

Once you’ve configured permissions for Agents and Admins, you’ll need to configure the Connected app. Navigate back to the Setup page via the menu in the top right.

Next, search for ‘Connected App’ in the search bar.

Clicking ‘Connected Apps’ will take you to the app configuration page.

Find Helpshift in the list of apps, then click ‘Edit’ on the left.

On the page that appears, under OAuth policies, set the value of ‘Permitted Users’ to ‘Admin approved users are pre-authorized’ then click ‘Save’ at the bottom of the page.

Navigate back to the App Access Settings page by clicking the back button in your browser. From here, click the name ‘Helpshift’ in the list of apps to get to the Connected App Details page.

In the profiles section, click the ‘Manage Profiles’ button.

On this page, Select all the profiles who will be using the Helpshift Dashboard through Salesforce by clicking the checkboxes on the left. Be sure to add System Administrator profile permission so the Admin can perform registration.

Click ‘Save’ in the bottom right to make these changes.

3. Configure Case Layout & Helpshift Messenger

This section will go through steps to configure your page layouts and add the Helpshift tabs to your top navigation bar.

The next step of configuration is to configure the page to show the Helpshift packaged fields. Before completing this step, Please make sure the Salesforce user who is installing the app has Field Level Security (FLS) enabled for those fields that are mapped between Helpshift and Salesforce case. Otherwise, case creation in Salesforce will fail.

Navigate to the Cases page by clicking ‘Setup’ from within the menu in the top right.

Next, search for ‘cases’ in the search bar, then select the ‘Page Layouts’ tab.

Click ‘Edit’ to the left of the Case Page Layout ‘Case Layout’.

On the Case Layout page, click on the Fields option in the menu to see all the available fields for Case. Drag & drop the two ‘HS Issue ID’ fields, ‘Status Detail’, and ‘Case Comments’ fields into the page layout section. You can search for these fields in the Quick Find bar.

Click the Related Lists option in the menu, which will pull up the Related Lists area. Click the edit icon to the right of ‘Helpshift Case Comments’ in that area.

A pop-up will appear where you can modify the available fields.

Be sure to click ‘OK’ to save your new settings before moving on to the next steps.

Helpshift Messenger allows Agents to work on Helpshift Messages right from the Service Cloud console. The steps below outline how the Salesforce Admin can add the messenger to the Case Layout.

Navigate to the Case Page Layout page by clicking ‘Setup’ next to your name in the top right.

From here, navigate to Cases > Page layouts via the search bar on the left.

Click the ‘Edit’ button to the left of the Case you’d like to edit.

From within the Edit panel, click on “Custom Console Components” in the upper right area (you can also search this term to find the text).

On the page that appears, pick a sidebar option (we recommend the left sidebar) and use the ‘Type’ drop-down to select a Visualforce Page.

You can edit the width and height to fit with the rest of your visual elements.

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4. Setting Up Your Helpshift Account

Navigate to the Helpshift Admin tab to connect your Salesforce org to your Helpshift account.

On the page that appears, you will be prompted to provide your Helpshift domain name. Your domain name does not include helpshift.com.

If your app is not yet live, select ‘My app is not live on the Play/AppStore’ which will allow you to simply provide a nickname for your app.

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5. Inviting Agents & Admins

Once you’ve configured your Helpshift plugin, you’ll be able to map users in your Salesforce console over to your Helpshift Dashboard as Agents.

For security reasons, only Agents can be invited via the mapping process. To add Admins and Supervisors, please navigate to your Helpshift Dashboard and invite them via Settings > Teams > Invite People. To review this process, see How Do I Invite My Team Members As Agents, Admins, And Supervisors?

To map your Agents, navigate to the Helpshift Admin tab from within the Helpshift Admin page. By default, you should be on the ‘Helpshift Agents’ tab that appears in the navigation bar on the left.

On this page you will see a list of all existing Salesforce users in the left window, and all existing Helpshift Agents in the right. At the time of mapping, if some Salesforce users already exist in Helpshift (as identified via email), they will be automatically mapped as Helpshift Agents.

To add Salesforce users as Agents, proceed as follows:

1. Select the checkbox next to the Salesforce users name

2. Click the ‘Add’ arrow to transfer that selection to the window on the right. Allow a few moments for the page to update.

The page will now reflect that the Salesforce user has been added as an Agent by displaying their info on the right. Additionally, the message ‘Agents are added successfully’ will appear at the top of the page. Completing this process grants them immediate access to the Helpshift Dashboard from within Salesforce.

You can also remove the Agent via the ‘Remove’ tab. For larger organizations, you can search for Agents and Salesforce users via the Search bars available on both windows.

Please also note the following:

  • When you map a Salesforce user as Helpshift Agent, that Agent is given an access to Helpshift Dashboard within the Salesforce console. This Agent can access the Issues and all other functionality that needs to be available for an Agent.
  • Removing a user from this mapping also deletes their access to Helpshift Dashboard.
  • The admin user who installed the Helpshift plugin cannot be unmapped as a Helpshift Agent. Access to the Helpshift Dashboard from within Salesforce access will be lost if this occurs. To remove an Admin from Helpshift, please see How Do I Remove An Agent, And What Will Happen To Their Issues If I Do?

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6. Knowledge Base/FAQ Mapping

To allow you to maintain one source of user-facing information, you can configure your Salesforce Knowledge Base to automatically sync with your Helpshift FAQs via the Sync Knowledge Article tab.

Please note: Once Knowledge articles from Salesforce are mapped to Helpshift, there is no way they can be unmapped. However, if you make a mistake, you can always re-make the Knowledge Base to overwrite the old article content.

Connect your Helpshift FAQs to your Salesforce Knowledge base as follows:

1. Click the ‘Knowledge Article’ tab in the left navigation bar under the Helpshift Admin tab

2. You will be prompted to provide the following info for FAQ mapping:

  • Article type: select FAQ
  • FAQ title: select the Knowledge base article information you’d like have mapped over to be the FAQ title
  • FAQ body: select the Knowledge base article information you’d like have mapped over to be the FAQ summary
  • Translations to sync: select which translated versions of the Knowledge Base article you’d like to map over

Once you click ‘Save & Continue’ (or if you already have your Knowledge Base mapped) you will see all of your Salesforce Knowledge base articles listed (including unpublished and published), and where they are currently synced to.

Please note: Before beginning the content sync, you MUST create FAQ Sections in Helpshift that correspond with the article types set in your Salesforce account. This is to provide the article types a place to map to during the mapping process. Learn how to complete this step in How Do I Create FAQ Sections & Articles?

Once you’ve created corresponding FAQ sections in Helpshift, map the Knowledge articles as follows:

1. Select the articles you wish to map by checking the checkbox next to the article – you can also pull up articles via the search bar at the top of the page

2. Once you’ve selected all the FAQs you wish to sync, click the ‘Edit & Sync’ button at the bottom, then select ‘Edit app mapping’ in the drop-down that appears

3. On the page that appears, select which app you’d like the FAQs to be present on – you can select multiple apps and sections at once, whether you want them in a published state, and which platforms you’d like to publish them to

Click the ‘Start Sync’ button. The new FAQs and Sections will become available immediately.

You can also publish and unpublish Helpshift FAQs by selecting the check box next to the FAQ, clicking the ‘Edit & Sync’ button in the bottom-right, then selecting ‘Edit app mapping’.

On the page that appears, click the checkboxes next to the app and FAQ Section, then select or deselect the ‘Published’ checkbox on the right.

When the sync is complete, you’ll notice that the ‘Last synced date’ will update. Additionally, the icons of the mapped app will start appearing in front of the FAQs.

Knowledge articles from Salesforce sync with FAQs in Helpshift every 24 hours. If you need your Helpshift FAQs to be updated immediately, you can do one of the following:

Option 1: Navigate to the ‘Synced article’ tab on the Sync Knowledge article page, search for the FAQ or filter by apps and sections that you want to sync, select the FAQ or section, then click the ‘Re-sync selected’ button.

Option 2: Navigate to the ‘All articles’ tab on the Sync Knowledge article page, then click the ‘Re-sync all articles’ button. This might make unnecessary API calls to Salesforce. Hence Option 1 is most recommended.

Please note: to ensure that images from Knowledge Base articles within Salesforce render correctly in Helpshift, the images must be configured to be public within Salesforce. To learn more, see Salesforce’s documentation on how to set up public in-line images in a Knowledge Base article.

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7. Syncing Issue Fields & Statuses

Syncing Salesforce Issue Fields and Statuses allows you to track and organize types of Issues as they come through your Dashboard. This also helps your team members prioritize the types of Issues they should focus on first, such as VIP or escalated Issues.

To sync Issue Fields with Custom Issue Fields and tags in Helpshift, navigate to the Issue Fields tab from the Helpshift Admin page.

On this page, you’ll see a list of rows for Helpshift Issue fields and Salesforce Case fields. You can complete those fields as follows:

SI # Helpshift Issue fields Default mapping to Salesforce case fields Ability to sync back from Salesforce to Helpshift? Additional items to be considered during implementation
1 Title Subject Yes n/a
2 Body Description No Once created, this doesn’t change.
4 Assignee Case owner Yes If the assignee changes in Salesforce and if that user is not mapped to Helpshift as an Agent, then this data is not synced back to Helpshift.
5 Author Author_Email_C No n/a
6 Tags None No n/a
7 Messages ‘Comment_c’ Yes
  • Syncing on this field is about new message additions; it does not allow you to edit a message which was sent previously by an Agent or user.
  • This also means that editing of Salesforce case comment won’t sync back to Helpshift. As mentioned above, sync will happen only for newly added messages between Salesforce and Helpshift.
  • Helpshift messages are updated as Salesforce case comments and adding Salesforce case comments will come in as Helpshift messages.
  • Note: This field mapping can’t be changed.
8 Notes None Yes n/a
8 Transcripts None Yes Update this field to ‘Helpshift Transcripts’ to sync conversations in Helpshift Issues as transcripts in Salesforce cases.

Please note the following:

  • if a transcript is more than 100,000 characters it will be truncated, and the complete transcript will be added as an attachment to the Salesforce case.
  • A transcripts will not appear on a case until the Issue is Resolved or Rejected.
9 Origin Case Origin No n/a
10 platform_type None No n/a
11 Custom meta None No Contains multiple values in Helpshift. All of these values will be mapped to ONE Salesforce field as key value pairs.
12 Application Metadata:

  1. application-name
  2. application-version
  3. application-identifier
None No Each piece of application metadata has to be mapped to individual fields in Salesforce.
13 Hardware Metadata:

  1. battery-status
  2. device-model
  3. battery-level
  4. disk-space-free-space-sd
  5. disk-space-total-space-sd
  6. disk-space-total-space-phone
  7. disk-space-free-space-phone
None No Each piece of Hardware metadata has to be mapped to individual fields in Salesforce.
14 ‘Other’ Metadata:

  1. country-code
  2. language-name
  3. library-version
  4. network-type
  5. carrier-name
  6. os-version
  7. platform
  • Case country
  • Case language
No Each piece of ‘Other’ metadata has to be mapped to individual fields in Salesforce.
15 CSAT Ratings None No n/a
16 CSAT Comments None No n/a
17 Publish_id HSIssueId_c No n/a

Please note the following when mapping fields:

  • Certain fields are mapped by default. If needed, these mappings can be edited.
  • Once mapped, only a few fields can also be synced back to Helpshift from Salesforce. (By default, none of the fields are synced back from Salesforce to Helpshift).
  • 1:N mapping between Helpshift & Salesforce is not supported. This means that you can’t map one field from Helpshift to multiple fields in Salesforce.
  • The data type for each Salesforce field is automatically populated in the drop-down for the corresponding Helpshift field based on the matching data type. This is to maintain the data quality. Examples of this behavior are as follows:
    • Example 1: the ‘Title’ field in Helpshift is the data type ‘string’. Accordingly, the list of Salesforce drop-down fields will be of the string type.
    • Example 2: the ‘CSAT rating’ field in Helpshift is the data type ‘Integer (number)’. Accordingly, the list of Salesforce drop-down fields will be of the number type.

Next, navigate to the Status Mapping tab.

You can map these statuses to your corresponding custom fields as follows:

Helpshift Issue status  fields Helpshift Definition
New Issue that has not yet been assigned or replied to
Agent Replied Agent has replied to the Issue, and end user has not yet responded
Waiting for Agent Agent has replied and the end user has responded; waiting for Agent follow-up on the Issue
Resolved Agent has resolved the Issue
Rejected Agent has closed the Issue without response

To learn more about Issue statuses, see What Is An ‘Issue Status’ And How Do I Update It?

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8. Managing Issues in Salesforce

Now that you have your team, FAQs, and Issue fields set up, you’re ready to start answering Issues from the Dashboard. Issues in Helpshift are known as cases in Salesforce.

You can respond to an Issue by commenting on a case in Salesforce. This comment will sync back to the Helpshift Dashboard as a response to the Issue that the end user will see. When the end user replies to your message, their response will appear as another comment in Salesforce.

To review and respond to cases, navigate to the Cases tab in your Salesforce Dashboard. You’ll see all of your Issues in Helpshift categorized as cases.

Click on the subject of a case to open it. Be sure that you are on the ‘Details’ tab at the top to review the case details.

Click on the Helpshift Case Comments option in the left navigation.

In the Case Comments section, click the ‘New Helpshift Case Comment’ button to reply to the user’s Issue.

Enter your response to the user as a comment in the ‘Comment’ field, then click ‘Save’ or ‘Save and New’. You can also attach a file using the ‘AttachmentURL’s’ option.

As a note, any attachment coming through Helpshift will be automatically added in Salesforce. Please note that this only applies to attachments added to Issues on or after March 12th, 2018.

Your comment will immediately be sent to the user as a reply to the Issue, so please take caution when adding comments to Issues.

On the Case Details page, the HS Issue ID will appear as a link to the Issue in the Helpshift Dashboard.

You can click this link to view the Issue in the Helpshift Dashboard and verify that the message was sent.

For an in-depth overview of the Helpshift Dashboard, please see How Does The Issues Feed On My Dashboard Work?

To set up additional features and learn more about Helpshift best practices, please review our Knowledge Base.

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