User management concepts: Assignable user roles

Helpshift implements three assignable user roles — administrator, supervisor, and agent.An administrator is often the head of customer servi...

User management procedures: Invite new users

When administrators invite their colleagues to become registered users of a Helpshift instance, the system-default behavior is to assign all...

User management procedures: Grant or revoke special permissions

Step 1. On the Helpshift toolbar, click Settings.Step 2. In the navigation pane, scroll to the ORGANIZATION area, and then click Permissions...

Tags: How do I create and use tags?

Tags are unique values that can be used to organize your Issues to be filtered into Smart Views, populate your Anal...

Live Dashboard Notifications: What are Live Notifications?

Helpshift’s Live Notification system is responsible for automatically updating the following items in near-real time:The counts fo...

Live Dashboard Notifications: How do Live Notifications lead to mandatory page refresh?

At times, you’ll see a refresh bar appear on your screen:Helpshift’s Live Notification system is responsible for automatically updating the ...

Live Dashboard Notifications: What are Growl Notifications, and when do they appear?

A Growl Notification is a Live Notification that appears when an Issue is assigned to your or when the tags of an Issue assigned t...

Live Dashboard Notifications: What does the ‘connecting’ icon mean, and what should I do if I see it frequently?

The ‘connecting’ icon indicates that your Helpshift Dashboard is attempting to reconnect to the Helpshift live update servers after a period...

Live Dashboard Notifications: What does the message ‘Network connectivity lost, please refresh’ mean, and how does it impact my work?

If you see this message appear, it means we detected a loss in connectivity for a brief period. In most cases, the ‘connecting’ icon disappe...

Custom Issue Fields: Guide- Custom Issue Fields

Custom Issue Fields are the powerhouse of your workflow for passing through data from your app – they allow you to organize Issues base...

Custom Issue Fields: How do I migrate to using Custom Issue Fields when I already have metadata and tags?

Metadata and Custom Issue FieldsMetadata is information about your user that is collected from their device by our SDK out-of-the-box, ...

Custom Issue Fields: How do I create a new Custom Issue Field?

Please note: you must be an Admin to create and manage Custom Issue Fields.To create a new Custom Issue Field, navigate to Settings > Wor...

Custom Issue Fields: How do I edit an existing Custom Issue Field?

You can edit an existing Custom Issue Field from the Custom Issue Fields page.To get there, navigate to Settings > Workflo...

Custom Issue Fields: How do I allow my Agents to edit Custom Issue Fields?

To allow your Agents to edit a specific Custom Issue Field, navigate to Settings > Workflows > Custom Issue F...

Custom Issue Fields: How do I reorder my Custom Issue Fields?

Reordering the list of fields on the Custom Issue Fields page also reorders how they will appear on the Issue details page for every Issue.Y...

Custom Issue Fields: How do I remove a Custom Issue Field, and what happens if I do?

A Custom Issue Field can be removed from your list of active fields in 2 ways: it can be archived, and then after it is archived, it can be ...

Custom Issue Fields: How do I enable Custom Issue Fields for reporting in Power BI?

Before you can use Custom Issue Fields in Power BI, they must first be enabled for reporting in your Helpshift Dashboard.Why are Custom Issu...

Custom Issue Fields: How do I make use of Custom Issue Fields in Power BI?

Once you’ve enabled Custom Issue Fields for reporting in Power BI, you’ll see them become available in the Custom Issue Fields Mapping page ...

Custom Issue Fields: How do I backfill my older Issues with new Custom Issue Fields?

After mapping your Custom Issue Fields, new Issues being sent into the Dashboard will pull in the user data you’ve passed through ...

Tags: How do I edit my active tags?

We currently do not offer the ability to edit tags. The easiest way to replace an existing tag is:1. Create your new Tag2. Create a&nbs...

Tags: Why does nothing happen when I click ‘More’ under the tags list?

When you navigate to Settings > Tag Management > Active Tags, you’ll notice that the Page reveals 50 tags at a time, and a ‘More’ butt...

Tags: How do I check incoming email for potential spoofing?

With Email and Web Form submissions, customers may try to spoof email of other users to get access to their account and exploit it. Spoofed ...

Quick Replies: What are Quick Replies, and how do I use them?

Quick Replies are templated messages that Agents can easily search for and use to reply to end users. These messages include greetings, freq...

Quick Replies: How do agents invoke Quick Replies?

Background: Quick Replies are macros that can help customer service agents to respond quickly and uniformly to certain kinds of issues....

Quick Replies: How do I create & manage Quick Replies?

Admins and Supervisors (when granted permission by Admins) can create and manage Quick Replies for Agents to use, and folders to o...

Quick Replies: How do I delete Quick Replies & folders?

To delete Quick Replies and folders, navigate to Settings > Workflows > Quick Replies.To delete a folder, click the trash can ico...

Quick Replies: How do I see Quick Replies metrics in Power BI?

Quick Replies metrics can be found in the Support Analytics report. Open any tab, then click the expander button next to the drill down tabl...

Smart Views: Setting Up Smart Views - Guide

Smart Views allow you to optimize your workflow by automatically filtering Issues into folders by platform, app title, Issue status, assigne...

Smart Views: What are Smart Views, & how do I use them?

Smart Views are the equivalent to Views in other customer service platforms. Smart Views can be customized by Issue status, operating s...

Smart Views: How do I create Smart Views?

Smart Views allow you to create an organized, filtered view of Issues by platform, app title, Issue status, assignee, tags, Custom...

Smart Views: How do I create an ‘All New Issues’ or ‘All Issues’ Shared Smart View for Agents?

By default, only Admins can see automatically generated ‘All New Issues’ and ‘All Issues’ Smart Views. Helpshift promotes a workflow where A...

Smart Views: How do I edit or remove an existing Smart View?

To edit or remove an existing Smart View, navigate to the Issues page, click the title of the Smart View you wish to edit or remove as liste...

Smart Views: How do I reorder my Smart Views?

To reorder Smart Views and Shared Smart Views, navigate to Issues, click the gear icon at the top of the list of My Smart Views, then click ...

Smart Views: How do I use Smart Views to improve workflow?

Larger support teams with many different Smart Views are best served by organizing related Smart Views into folders for easy navigation for ...

Smart Views: How do I organize Smart Views into folders?

As your support team and organization grows, so will your list of Smart Views. Organizing Smart Views into Folders allows you to maintain a ...

Smart Views: What is the Team’s Open Issues Smart View?

The Team’s Open Issues Smart View is a default Smart View that is only visible for Supervisors who have Queues enabled on their Dashboard. T...

Smart Views: How do I use Smart Views to filter Issues by Predict label?

To create or update a Smart View to filter Issues by Predict Labels, navigate to the Issues page. On this page, click the ‘+’ button next to...

Smart Views: Why do I see Shared Smart Views in a different order than other team members?

When you reorder Shared Smart Views in your Dashboard, or organize them into folders, it only affects your view of the Shared...

FAQ Management: What should I include in an FAQ Article?

An informative and well-formatted set of articles is key to successfully resolving customer Issues and deflecting support inquiries.&nb...

FAQ Management: How do I import FAQs?

To import your FAQs after you’ve bulk edited them via CSV, navigate to the FAQs section, select the Settings gear next to the New ...

FAQ Management: How do I publish/unpublish my FAQ article?

If you’re not already within the FAQ, first navigate to the FAQ from within your FAQ list by clicking on it within the section.From within t...

FAQ Management: How do I export my FAQs for translation?

To export your FAQs for translation, you should first enable all relevant languages for your FAQ. To learn how, see How do I translate ...

FAQ Management: How do I translate my FAQs?

Helpshift is localized to automatically show FAQs in the language of the user’s device. This allows you to easily support users who speak a ...

FAQ Management: How do I format my FAQs?

The FAQ editor allows saved text to be displayed in your preferred format on user devices as well as in web browsers. The help center editor...

FAQ Management: How do I bulk edit/update FAQs?

The first step to bulk updating your FAQs is to export the ones you’d like to update as a CSV or HTML file. To learn how, see How do I ...

FAQ Management: How do I create new FAQs in bulk?

To create new FAQs in bulk, proceed as follows:1. Create empty placeholder FAQs in your Helpshift Dashboard. To do so, simply navi...

FAQ Management: How do I set up FAQs for different apps?

To set up FAQs for different apps, you will first have to add your new app in Helpshift. To do so, please see How do I add my app in He...

FAQ Management: How do I filter my FAQs to only be accessible for certain types of users?

There may be cases where you only want certain FAQs to be visible to certain types of users, such as reward program members.You can set this...

FAQ Management: Can I unpublish or hide a single or multiple FAQ sections?

To unpublish an FAQ section, you must unpublish all of the individual FAQs in that section. If any FAQ is still published in that section, t...

FAQ Management: How do I deep link to an FAQ from within the app?

If you would like to link a user to an FAQ and have it open within the app, you can use deep linking. Deep linking is the use of a hype...

FAQ Management: How do keywords improve findability for a knowledge base article or FAQ?

The built-in search engine for Helpshift knowledge base articles can return highly relevant matches even when the submitted query:Uses diffe...

FAQ Management: Can I use emojis and special characters in FAQ sections and articles?

Helpshift supports emojis and other special characters in both FAQ sections and articles! ?Please keep in mind that their appearance may ren...

FAQ Management: How do I include a video in an FAQ?

You can add a video to an FAQ from directly within the FAQ editor by clicking the ‘embed video’ icon on the right side of the edit toolbar. ...

FAQ Management: Where can I find the Section and Publish IDs for FAQs?

Every FAQ Section you create has a sequential ‘Section ID‘ next to it when you have the Section selected.The same goes for the individual FA...

FAQ Management: How do I remove an FAQ Section or Article?

To remove or delete an FAQ Section, navigate to the FAQ tab and click the trash icon to the right of the Section title.A...

FAQ Management: How do I make sure that users only see FAQ articles for their platform?

Helpshift recommends creating unique FAQs for each of your apps’ platforms as a best practice, then making each one visible only for their s...

FAQ Management: How do I reorder my FAQ articles & Sections?

To reorder FAQ articles and Sections, navigate to your FAQ section, click the Settings drop-down button  and choose “Reorder Secti...

FAQ Management: How do Agents see the most recent changes made to FAQs?

When an FAQ article is created and/or updated, the ‘updated by’ and ‘updated date’ stamps are displayed in the FAQ Dashboard in the bottom r...

FAQ Management: How do I copy or link an FAQ across multiple apps?

Our Linked FAQ feature provides you the functionality to easily share FAQs, along with their translations, across multiple different apps. F...

FAQ Management: How do I create a “mailto” link in an FAQ?

To create a mailto link, proceed as follows:1. Open the FAQ details page by clicking on the FAQ within the list of FAQs2. Click the ‘Ed...

FAQ Management: How do I optimize images to ensure they do not appear blurry?

When placing images in your FAQs, keep your app’s supported device ratios and default app orientations in mind. These settings can impact th...

FAQ Troubleshooting: Why does my FAQ say ‘broken HTML in answer content’ when I try to open/edit it?

If you attempt to edit an FAQ that contains broken HTML, you may see a ‘fix incorrect HTML formatting’ error message:This error occurs if yo...

FAQ Troubleshooting: Why would some FAQs become misformatted after they’re saved?

You may notice that text formatting changes sometimes after you save an article. For example, line breaks might be added or removed.When you...

FAQ Troubleshooting: Why does my FAQ text lose formatting when copied from another source?

Copying formatting from another source and pasting it into the FAQ editor can sometimes add incompatible formatting from the original source...

FAQ Troubleshooting: Why doesn’t the “Was this Helpful” rating in the FAQs page update when I select ‘Yes’ or ‘No’?

The ‘Was this Helpful’ values are cached and updated once per day. If you want to get a more immediate update, you can edit the FAQ and then...

FAQ Troubleshooting: Why is my FAQ formatted incorrectly after a bulk update?

There are a few reasons why you might face formatting issues/errors during the FAQ bulk update. Make sure that you’re following all the guid...

FAQ Troubleshooting: Why am I having issues with my CSV file?

When attempting to bulk update FAQs, there are several different error messages that may appear during the process. Some universal steps to ...

FAQ Management: How do I export FAQs?

You can export FAQs as a CSV or HTML file. To do so, navigate to the FAQs section, click the Settings gear to the right of ‘New FAQ’, then s...

For Admin: What are (CSAT) Customer Satisfaction Surveys, and how do I set them up?

Customer Satisfaction Surveys, or CSAT, provide you with a way to gather honest, qualitative feedback from your app users. Combined with a q...

Queues: How are Issues statuses updated by Auto-Assignment when an Agent marks themselves as Away?

When an Agent ends their shift and moves their open Issues back to the respective Queue (the Queue that those Issues were assigned...

FAQ Management: Manage Popular Articles on Help Center

Within the Help Center, by default, the 'Popular Articles' section automatically retrieves FAQs based on the highest number of views in the ...

Account Settings: Dashboard access via XAuth

Granting Helpshift access to your accountWhen you are experiencing problems with your Helpshift account, Helpshift Support Team will need to...

Enhanced Issue Resolution: Leveraging Last-Read FAQ History for Better Support

This feature is available only on SDK X 10.2.0 and above. IntroductionThis feature automatically captures the last-read FAQ context via Cu...

User Management: Custom Roles

Note: This feature is available for Enterprise and Growth plans. IntroductionCustom Roles feature offers administrators a flexible and robus...