Issues Feed & Tags

What is the ‘Pending Reassignment’ status?

In February 2017, Helpshift added a new Issue Status: Pending Reassignment. If you already have custom Smart Views set up for monitoring new Issues, you may have noticed that this Issue status is now selected in addition to ‘New’ under the list of Status Options. Pending Reassignment Issues will not show up in the default […]

Video: Tags Overview

This video goes over the benefits of tags, how to create tags, best practices when structuring a set of tags, and more. To learn more, see How Do I Create And Use Tags?

What are HS-Tags?

Think of HS-Tags (iOS, Android) as values that are automatically assigned to New Issues if Custom Metadata thresholds are met. These Tags appear in your Dashboard and allow you to organize, segment, and prioritize your users. Once a Tag gets added to an Issue, you can run New Issue Automations, filter to Smart Views, and […]

What is Custom Metadata?

Think of Custom Metadata (iOS, Android) as a snapshot of a user’s interaction with your app. You can pass through any information that you are already collecting into the Dashboard as Custom Metadata. Here are some app-related values that you should pass through: User Name Paid User Total $ Spent Install Date App Version/Localized French, […]

How Do I Adjust My 3-pane View?

You can resize your 3-pane view by clicking and dragging the blue sliders at the bottom of the screen. The right slider will transform into a four-pointed arrow upon hover to allow you to complete this action. You can also click the double arrows on the left slider to hide that view if you would […]

Where did my ‘New Issues’ and ‘In-progress Issues’ Views go?

On Nov. 30, 2016, Helpshift updated the default Views for Agents and Supervisors to consolidate ‘In-progress Issues’ and ‘New Issues’ into My Open Issues. This was designed to make it easier for you to focus on Issues that have been assigned to you. Instead of having to click in and out of those two Views, […]

How do Agents address Issues in the Dashboard via mobile web?

While the Dashboard isn’t optimized for small screens, it is mobile-friendly. iPads and other tablets are ideal for using the Dashboard on the go. Navigate to[issue #] to see a mobile view of an Issue (be sure to include the “/m/” before “admin/issue/#”). Additionally, if you open Helpshift email notifications on your mobile device, […]

Do you have a mobile app for replying to users on-the-go?

Currently we do not have a mobile app for Agents to use to reply on the go. We are planning to release an app in early 2017. In the meantime, you can respond to Issues on the go from your mobile device by turning on email notifications. To do so, navigate to your profile icon […]

What is the One-way Feedback Feature, and how do I use it?

Feedback requests can sometimes clog up other important items in your Issues queues. If you would like to create a one-way feedback feature in your app that collects feedback, sends an auto-response, and skips your Issues queue, you can do so by following these steps: 1. Create an Menu Item in your app called “Feedback”. […]

What keyboard shortcuts can Agents use on the Dashboard?

Workflow efficiency is one of our highest priorities here at Helpshift. We know you receive hundreds of support Issues each week, making every keystroke and mouse-click matter. For this reason, we provide keyboard shortcuts to allow Agents to quickly Reply, Resolve, and Insert FAQs in back-to-back Issues without ever having to leave the keyboard. On […]

How should I communicate with users via Issues?

When interacting with your users through Helpshift, we recommend you follow these guidelines to give your users the best support experience. 1. Write in a friendly, casual tone. 2. Helpshift’s in-app messaging feature makes your user feel like they are texting someone. This different than email, so keep your responses short and to the point—just […]

How can I make sure Agents are notified when new Issues are created?

Admins who have Email notifications turned on will receive notifications for new Issues and updates to Issues. However, Agents will only receive notifications for Issues assigned to them, and updates to those Issues. If you’d like Agents to receive New Issue Notifications, first ensure that they have Email Notifications turned on, per the steps below: […]

How can I filter my Issues by Language?

Your developer can configure your app to detect device languages so that this metadata is captured for new Issues. Please review our developer documentation on setting SDK languages for iOS and Android. This will allow you to filter Issues by language via an Advanced Search, save your Advanced Searches for future use, and set up […]

Can a user have multiple open Issues?

Helpshift structures Issue management to prevent the creation of multiple open Issues by the same user. For in-app issues, if the user already has an open, unresolved Issue, the SDK is set up so that user can only communicate with support via that same Issue. Only if all previous Issues have been resolved can the […]

How can I follow back up on resolved Issues?

There are a few reasons why you might resolve an Issue, but then want to reopen it or follow back up with the user at a later time. For example, a feature request a user had in the past may have been recently pushed, and you want to give them a heads up about the […]

Can I CC other Agents or external users/developers on an Issue?

You can CC (carbon copy) Agents in your dashboard, or external users/developers, on existing Issues to include them in the conversation, or just add them as ‘watchers.’ Keep in mind that this functionality is only available for Email issues, and not In-app ones. The CC option can be found in the ‘…’ menu at the […]

How do I locate Issues which are more than one year old?

Helpshift is installed on billions of devices around the world. To make the Dashboard performance as fast as possible for Agents, we implemented an Issue archival policy. This means that all closed Issues over one year old will be automatically archived in our system, and unavailable to browse through Advanced Search and Smart Views. Open […]

How can I monitor SLAs for Issues in my Dashboard?

Issues in your Dashboard can be sorted by Wait time, Latest, or Oldest, in the right-hand side of your Issues Feed. By default, your issues are organized by ‘Wait time’, which is the amount of time they’ve been waiting to receive help. Sorting by Wait time is the best way to monitor issues that have […]

Why does my text lose formatting when using Insert-FAQ?

Copying formatting from another source and pasting it into the FAQ editors can sometimes save incompatible formatting that won’t work well with the ‘Insert FAQ’ feature. To fix any Unpublished FAQs that may have incorrect formatting, copy-paste the text as follows: Ctrl/Command+A (PC/Mac select all text) Ctrl/Command+X (PC/Mac cut) Ctrl/Command+Shift+V (PC/Mac special paste to strip […]

What does the Sent/Read mail icon mean below replies?

If your Helpshift SDK version is later than iOS v5.5.0 / Android v4.4.0, you have the ability to see when your users read their messages on their devices. These are known as Sent Receipts and Read Receipts. You will automatically see this info in your Issues view on the Dashboard. Hovering over the timestamp with […]

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 quantitative metric like Number of Issues Resolved, CSAT allows you to measure your Agents’ effectiveness when working with customers. For example, once you enable CSAT, you’ll be able to see that your Agent […]

How do Agents attach files to replies from the Dashboard?

Agents can attach a wide variety of files when replying to users, including the following: iWork documents Microsoft Office documents (Office 97 and newer) Rich Text Format (RTF) documents PDF files Text files whose uniform type identifier (UTI) conforms to the public.text type Comma-separated value (csv) files Video files (3gp, m4v) Audio files (mp3, mp4, […]

What happens if I apply a Bulk Action to an Issue that another Agent is viewing?

When a Bulk Action is applied to an Issue that is being viewed/actioned by another Agent, that Agent will be advised that Issues have been updated via a pop-up and will be prompted to refresh their View. To avoid Agent collision while doing bulk actions, keep an eye out for the yellow indicator on the […]

What is a Bulk Action?

A Bulk Action allows you to assign tags, change Issue statuses, assign Issues, and respond to multiple Issues at once. The most popular use of Bulk Actions is to identify and select similar Issues and assign them to a particular Agent or Smart View. This gives Agents the ability to bulk respond and resolve Issues […]

How do I delete an Issue?

Helpshift supports ‘Resolving’ Issues once they are completed. You won’t need to delete old Issues, and Issue data will remain in Helpshift’s servers in case it is needed at a later time. However, we can redact sensitive information from Issues if you require this due to COPPA. If you need information deleted from an Issue, […]

What is an ‘Issue Status’ and how do I update it?

An Issue Status is the the current state of the Issue. The following Issue Statuses are available in Helpshift: New Issue: has not yet been assigned or replied to New Issue for Agent: assigned to an Agent, not yet replied to Waiting for Agent: Agent has replied and the end user has responded; waiting for […]

How do I insert a section of an FAQ article when replying to a user?

In Helpshift, an FAQ article written for the sole purpose of responding to Issues is called a Predefined Answer. These are simply unpublished FAQs which you can insert into responses by clicking on the ‘FAQ’ button at the bottom of the ‘Issue Detail’ page. You can also insert your existing, published FAQs via this button. […]

What are Private Notes and Mentions, and how do they work?

Private Notes are internal notes that an Agent/Admin can add to an Issue. Private Notes are not visible to the customer, and are added in-line within the messages. This feature is particularly helpful for Agents who want to provide context when reassigning the Issue to another Agent in the Dashboard. Private Notes also support ‘Mentions,’ […]

How do I request an in-app screenshot from a user?

An Agent can request a screenshot from an in-app user to get a better view of their problem. This is useful when engaging with less technical users. To request a screenshot, go into the detailed view of the user’s Issue, then click the ‘camera icon’ below your text field. After you click this button, the […]

Where can I view the device information and metadata associated with each Issue?

Device information associated with Issues can be found within the ‘Metadata’ tab at the top of the Issue details. This section contains device and OS information, as well as any debug logs and custom data sent through the SDK (for example, the metadata and hs-tags your developer implemented). To set up custom data tracking, see […]

How do I create an Issue on behalf of a user?

1. In your Issues Feed, click on Create Issue inside your ‘All New Issues’ default Smart View (the only Smart View from which a new Issue can be created) 2. In the ‘Create New Issue for this Customer’ pop-up, enter the following: Customer Name Customer Email Issue Title The User’s Issue details, or first message […]

How do I share an Issue outside of Dashboard?

There may be circumstances where an Issue needs to be shared with people outside of the Dashboard for a quicker resolution. These outside recipients do not have to be members of your Dashboard. The ‘Share Issue’ option is available within each of the Issue Detail pages. This option allows you to share conversation details, Custom […]

How do I assign an Issue to myself or another Agent?

You can assign individual Issues to yourself, or anyone in your Dashboard, from the Issue detail page. When you open an Issue, you will see an ‘Assignee’ Section in the bottom right-hand corner of the page. Click the drop-down to select the Agent you’d like to assign the Issue to. You may also click ‘Assign […]

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 Tag 2. Create a Smart View, OR use Advanced Search, to identify all Issues using the old Tag 3. Select all Issues in that search, then use Bulk Actions to tag all […]

How do I create and use tags?

Tags allow you to classify and categorize your Issues to be organized into Smart Views. They also allow you to populate Analytics with useful data to track trends. Admins can create and manage tags via the Admin Dashboard Settings. To make the best use of the tags’ functionality and to create custom tags, you’ll need […]

What is an Issue in Helpshift?

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 […]

How does the Issues feed on my Dashboard work?

The Helpshift 3-pane Dashboard is designed to make Agent workflows smooth and efficient for multitasking. The first pane features the list of Smart Views; the second pane lists the individual Issues for the selected Smart View; and the third pane provides details for a selected Issue, such as device information and custom data. The ‘Issues Feed’ is set […]