ARTICLE FRESHNESS

2021.05.13

AUDIENCE

We prepared this material for well qualified Helpshift administrators.

FOUNDATIONAL KNOWLEDGE

A web support portal is one of the following.

  • A public website that you oversee, which consolidates all of your company’s product support resources across its whole portfolio. The website address is — by default — <your_brand>.helpshift.com. However, you can also embed this portal into any other web page that you administer, such as support.example.com.

    OR

  • A public website that you oversee, which supports the users of one app on one platform. Unless your company produces only the one app, which is available on only the one platform, this portal type is typically embedded into another web page that you administer, such as <product_name>.support.example.com.

ARTICLE SCOPE

This article either explains the following subjects or directs you to explanations that are available elsewhere.

  • The nature of a web support portal

  • The default address of your portal

  • Custom visual treatments for your portal

  • Embedding your portal into a web page

  • Linking to your portal from an app store listing

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 manage your portal takes place on the Web Support Portal page.

  • On the Helpshift toolbar, click Settings ().

  • Then, in the navigation pane, scroll to the SUPPORT SETTINGS area and click Web Support Portal.

The Web Support Portal page includes features to generate portal links and HTML <embed> codes, customize your portal’s look-and-feel, and more.

Default web support portal host address

The host address for your web support portal is, by default, https://<your_brand>.helpshift.com.

Portal branding and customization

For information about portal branding and customization, see support.helpshift.com/…/configure-look-and-feel-settings.

Show or hide the Contact Us button

To show or hide the Contact Us button, see https://support.helpshift.com/kb/article/show-or-hide-the…b-support-portal/.

Customize the Contact Us form

To customize the Contact Us form, see https://support.helpshift.com/kb/article/customize-the-co…b-support-portal/.

Link to your portal from an app store listing

Android

You can link to your web support portal from the description of your app in the Google Play Store.

 

iOS

You can link to your web support portal from the description of your app in the Apple App Store. Simply enter and save the URL in iTunes Connect as your Support URL.