Helpshift Dashboard Walkthrough

Issue Details Page

Live user profile information including device, language, operating system, Issue history, and app version.
Increase agent efficiency with ease by directly inserting FAQs, requesting screenshots, and even requesting reviews after resolving a delighted customer’s issue.
Show Activity allows you and your team to track the lifecycle of any Issue – including which of your Agents: applied or removed Tags, re-assigned Issues, inserted FAQs, replied, added Notes, and resolved or rejected the conversation.

Segment Issues based on tags, agent assignment, and provide prioritized support to your most valued customers.
Best Practices:

Multiple Languages – if you speak more than one language, create a Smart View that combines all Issues with the specific language parameters into a single view.
All Premium Users (App) – create a Smart View that shows all of your premium users across all of your apps in one place.
Urgent Issues (Status) – create a Smart View with important and pressing issues that need immediate response.

Provide help at the point of need, promote self-service and empower your customers to answer their own questions.
Store unpublished FAQs, allowing your support team to reply with sensitive or trivial responses not available to the public.
Save on response time during each customer request using canned responses from the FAQ.
Cut down conversations by an average of 3 emails per customer.

Receive thorough and actionable insights into the health of your customer care within your mobile app(s).
Identify patterns to scale customer happiness with the ability to measure Issues Resolved, Reopened, Rejected, Viewed, and more.
Determine your customer support team’s strengths and weaknesses with individual Agent Scores in addition to CSAT scores.
FAQ trends show the total number of Inserts (Canned Responses to an Issue), FAQ views, likes, and dislikes from your users.

Review Analytics give you both a qualitative and quantitative picture of your app’s ratings and reviews in the App Store.
Easily view the number of reviews, average star ratings, user sentiments (negative vs. positive), and the distribution of those ratings over time.