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Here are 4 simple steps that you can do in 5 minutes to get you started with Helpshift.

1. Setup email ticketing

Managing support requests in email is a nightmare!

  • No prioritization
  • No gauge of the ticket status
  • Hard to tell who’s managing the case

With Helpshift, you can overcome all of this from the intuitive dashboard. Provide customer service from its rightful place and leave your email inbox for work.

How to get it:

Helpshift will generate an email address for you. You can either arrange for all of your incoming emails to be forwarded to this new support address. Or update your support email address with the one we provide you.

How you should use it:
Now that you have tickets flowing into Helpshift, you can stay organized and effiecient. Assign them to a team member, allocate its priority and keep track of their status. Replying from the dashboard means you have a complete log of conversations all in one place.

2. Invite your team

If you have multiple people in your company providing customer support, they’ll need access to Helpshift. This way, they’ll all be alerted when a new ticket is openedcand can keep track of all conversations.

How to get it:

Once you hit the “invite” icon, enter the email addresses of all the people that need access to Helpshift. They will immediately receive an email to create their account. Team members will gain access to the dashboard as soon as they create a password for the account.

How you should use it:
The first agent to reply to a new ticket will be assigned as the owner. There’s no risk of double handling replies to customers as you can see who is assigned to each ticket. And it’s also possible to re-assign tickets to a different agent if someone is unavailable.

3. Add FAQ’s

To avoid customers flooding your support lines with common issues we recommend creating FAQ’s that are easily searchable. FAQ’s also reassure potential customers that you’re equipped to address their concerns.

To get you started here are a few recommended:

These are just a few suggestions, yours may be different depending on what your customers have questions about.

How to get it:

Use images, videos and links to other content to provide the most comprehensive answer possible.

How you should use it:
You can create sections to group FAQ’s relating to common topics together. This will make it easier for your users to sift through them. We recommend that you create a section in your FAQ’s called “Known Issues.” That way if there is bug in your app, you can provide updates for the fix it that section.

4. Link to the support portal from the app store

Do this after you’ve added FAQ’s.

People visit app stores before they download an app and when they need help. Our mobile responsive support portal is designed to link from the app store to provide help.

How to get it:


How to set it up:
Copy the support portal link generated for you on the “Support Portal” page and paste it in to either Google Play or the App Store.

Published May 25, 2013
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