Product Announcements

This new capability automatically captures the last-read FAQ context, such as issue type and subtype, via Custom issue fields (CIFs) and metadata when users submit an issue. This allows support agents to quickly understand the user’s recent interactions with FAQs to suggest further actions that can be taken and provides a more personalized experience to your users.

Admins can configure CIFs for relevant FAQs, which can then be used for new issue automation. If CIFs are not configured, the last-read FAQ link will still be visible in the issue’s metadata, allowing agents to understand the context and engage in more meaningful conversations with end users.

To know more, visit our help article.

To address the growing risks in cybersecurity, we are excited to introduce a new Malware Attachment Scanner feature. This feature automatically scans all attachments for malicious content when agents attempt to download them, providing warnings if any threats are detected.

Key Benefits:

• Prevents harmful commands: Protects systems from risks like system takeovers, overloaded databases, and backend attacks.
• Scans all uploaded files: Ensures all end-user files uploaded to Helpshift are checked for malicious content.
• Enhances security: Acts as a defense line for agents interacting with end users, safeguarding against potential threats.

Please contact your customer success manager or the Helpshift support team to enable this feature, and refer to our help article for more information.