Helpshift Guided Issue Filing: Optimize Your Contact Us Flow

At Helpshift, we continue to optimize our product so your users can get any issues resolved as quickly as possible. Today, we are announcing a brand new feature, Guided Issue Filing. This is designed to identify the type of problem and offer the best method of help to resolve it. This new feature is available in our latest iOS and Android SDKs.

Now when a user contacts you, they will be able to select the reason/topic of their inquiry. You can set up different configurations to offer FAQs and route those topics to the correct Shared Smart View in your Dashboard. This enhancement will save you time and make sure your Issues are routed and categorized more accurately.

In order to make the most out of this feature, you’ll want to have your Developer, Product Manager, and Customer Support Manager meet to discuss how you want the Guided Issue Filing to function. This blog post will go over Guided Issue Filing from the SDK/product perspective. You’ll want your CS Leads to read this blog post on how to optimize for this feature from the Dashboard side.

Here are three types of apps that can benefit from implementing Helpshift’s Guided Issue Filing:

Gaming App: Identify & Prioritize Type of Issue from Player

For Gaming apps, a Player will want to contact support for a few reasons. We can outline these reasons into the following “Issue Types:”

  1. Gameplay (“How do I defeat the dragon?” “Where can I upgrade my sword?”)
  2. Lost Progress (“I lost my progress in the game.” “I switched devices and my base isn’t showing up.”)
  3. Bug/Crash (“The game freezes when I buy a shield.” “The game slows down a lot on level 42.”
  4. Lost Purchases (“I spent $4.99, but don’t see my diamonds.” “I want a refund on my purchase.”)
  5. Feedback (“I wish I the armor came in sky blue.” “This new update sucks. Why did you take away the dragon spell?”)

In order to give the best experience to your player/user, you’ll want to have self-service for some options, while in-app messaging for others. With Guided Issue Filing, you can automatically show the Gameplay FAQ section when the player selects “Gameplay,” and if the player selects “Lost Progress,” then he will be able to send a New Issue that is automatically tagged as “Lost Progress.” This will allow all of these Issues go to a relevant Shared Smart View and/or Agent Group.

See the image below for more on this flow:


e-commerce App: Automatically Route Issues to the Correct Team

Similar to Gaming apps, users in Commerce Apps have a variety of things that they can contact Support about. With Guided Issue Filing, you’ll be able to route certain Issues to your internal teams based on priority and urgency. Here’s an example of how Commerce Apps can implement this after a user clicks Contact Us:

  1. Orders (“Where is my order?”)
  2. Returns (“How do I return my item?”)
  3. Billing/Payment (“I have not received my refund yet.” “My credit card got declined.”)
  4. Bugs (“Your app crashes when I add this Tory Burch purse to my cart.”)
  5. Feature Requests (“Can you please sell TOMS shoes? I really like them!”)

Most of these selections will allow the user to submit a New Issue. However, you should still promote self-service by enabling ShowSearchOnNewConversation (iOS, Android). This flag will automatically detect relevant words in a user’s new message and suggest three relevant FAQs to them before the Issue is submitted. So let’s look at the example flow below when a user selects “Orders” and submits a New Issue:

[Orders] is selected

[User Types] “When will my order arrive?”

[Three FAQ Articles are Shown]

  1. How to check your order status
  2. What are the different shipping rates?
  3. Do you deliver on the weekends?

Note: User will most likely find answer via FAQs and not submit an Issue

[Option for User to Send Mesage of “When will my order arrive?”]

See the image below for more information on this flow:


Productivity Apps: Cater Self-Service or Conversation Based on Need

With Productivity apps, you can use Guided Issue Filing to make sure that certain common questions answered by FAQs, while still enabling complex issues to be resolved over chat. Here is an example Contact Us form that you can incorporate:

  1. Syncing to Devices (“Apple Watch is not updating.” “I get this Sync Error 101. What does it mean?”)
  2. My Content/Data (“Can I export my data?” “Can I import my iCal events?”)
  3. Bugs/Crash (“I can’t add new events.” “I get a crash when I add a new contact.”)
  4. Feedback (“Your app is amazing.” “Your app should do x, y, and z.”)

For options, like “Syncing to Devices” and “My Content/Data,” you can first show relevant FAQ sections so your users can self-serve for these types of questions/problems. When it comes to more severe problems, like “Bugs/Crash,” you can have the user submit a New Issue and that Issue will be automatically routed and assigned to your Developer. This makes your workflow more efficient and allows for the most qualified team member to resolve the Issue.

See the image below for more information on this flow:


How do I set up Guided Issue Filing?

At the SDK Level, you’ll want to view this section to learn about what calls you will need to make:



In the Future…

This is our first release of Guided Issue Filing, so please give us your feedback. At Helpshift, we’re here to build tools for our customers so they can provide the best user experience possible.

Thank you,
Success Team

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