Getting Started Guides

Getting Started with Campaigns

A limited version of Campaigns is available for users on a free plan. The full version can be unlocked via a membership upgrade. If you’re currently on a free plan, please reach out to success@helpshift.com to upgrade. Campaigns allow you to proactively send a message (in the form of a push notification or in-app message) […]

Developer Implementation Guide

The Helpshift SDK allows your support team to provide in-app help in the form of searchable, native, FAQs and direct, two-way messaging to end-users. If you’re a support admin looking to set up the Helpshift Dashboard, please see our guide to Setting Up Your Dashboard in 5 Steps. A successful developer-side implementation of Helpshift includes […]

Analytics

Analytics is a Premium Feature. If you’re currently on a free plan, please reach out to success@helpshift.com to upgrade. More information about our membership options can be found on our pricing page. Helpshift’s Analytics tool empowers you to improve the support experience for users and optimize the workflow for your team. Every organization uses analytics […]

Salesforce Integration Guide

Helpshift now offers a Salesforce integration to allow you to manage your Dashboard from within Salesforce. This plugin offers the capability to invite and assign Agents and Admins; sync FAQs, Issues, and tags; respond to Issues within Salesforce; and more. To get started with the Helpshift plugin for Salesforce, please review the steps below. For […]

Guided Issue Filing

Guided Issue Filing allows you to add custom categories to your in-app support contact flow to enable users to automatically share information related to their inquiry. This customization also allows you to provide pre-filled fields and set form options to update dynamically based on previous selections. Flow #1: User opens a subcategory of Sections to […]

Setting Up Smart Views

Smart Views allow you to optimize your workflow by automatically filtering issues into folders by platform, app title, Issue status, assignee, and Tags. As an Admin, you can create Shared Smart Views for each of your Agents and use Groups to control which Agents can see which Shared Smart Views. As an Agent, you can […]

Using Automations

Automations are a Premium Feature. If you’re currently on a free plan, please reach out to success@helpshift.com to upgrade. More information about our membership options can be found on our pricing page. As the name implies, Automations in Helpshift allow you to automate aspects of your workflow to improve efficiency and Agent performance. They allow […]

Agent Training

This guide is intended to help Agents quickly get started using Helpshift to identify, resolve, and organize Issues. If your Dashboard has not been set up yet, please refer your Admin to review Setting Up Your Dashboard In 5 Steps first. For more detailed steps and best practices, please see our Knowledge Base. 1. Dashboard […]

Managing Your Team

Helpshift is designed to support any support team, regardless of size or structure. We provide the functionality to organize your team via Agent Groups, assign different role types to structure your team, toggle administrative permissions for individual team members, and more. For more detailed steps and best practices, please see our Knowledge Base. 1. Creating […]

Web & Email Support

In addition to in-app support, offering web and email support channels allows you to provide a comprehensive customer support experience. A robust Web Support Portal filled with categories and FAQs empowers users to seek answers to basic support inquiries, troubleshoot common errors, and learn best practices when using your app. Email support (via an address […]

Creating & Publishing FAQs

At this stage, you’ll have signed up for Helpshift, created your app, and invited Agents to your Helpshift Dashboard. The next step to optimizing your support offerings is to complete your Web Support Portal. If you haven’t completed these steps yet, please review our guide to Setting Up Your Dashboard In 5 Steps first. This […]

Setting Up Your Dashboard in 5 Steps

Welcome to Helpshift! This guide will walk you through each step to get started with our core features, including: adding your app, creating FAQs, inviting Agents to the Dashboard, and setting up email and in-app support. If you haven’t done so already, create your Helpshift account at helpshift.com/signup Once you’ve signed up, you’ll be able […]