An Issue is a support inquiry from a customer, also known as a ticket in some other customer service management systems. These Issues are seen in the Issue Feed in your Dashboard. There are three ways through which an Issue can be created in your Helpshift account:
1. In-App conversations with your user. These are sorted in your Dashboard when Platform is selected.
2. Emails sent to your support email addresses. These are classified in your Dashboard as Email Issues.
3. Queries via the ‘Contact Us’ form from your Web Support Portal. These are classified in your Dashboard as Web Issues.
To learn best practices when communicating with users from the Dashboard, see How should I communicate with users via Issues?