Helpshift Product: Optimize Your Workflow with New Advanced Search

New Feature: Introducing Advanced Search

Today we’re very excited to announce our newest feature release that makes finding specific search queries in your Helpshift Dashboard even more powerful. Advanced Search is a new search tool to quickly isolate Issues to better prioritize, allowing you to resolve Issues faster than ever before.

The best part is Advanced Search is available to every Helpshift customer!

Update (4/5/2016): New Values Related to Read/Sent Status

If you are running SDK versions above 5.5 (iOS) and 4.4 (Android), then you can now take advantage of searching for Issues related to the Read/Sent status as well as those that have been read/unread in x number of days. With these new values you can do more complex Advanced Search Statements that identify if your users are seeing your message or if you need to follow up on certain Issues.

What can I do with Advanced Search?

Isolate Issues Based on Specific Values

You can isolate Issues based on any value that is currently being shown in your Dashboard. You can filter based on text within:

• Issues
• Device Information
• User Information
• Custom Metadata
• Private Notes
• Agent Assignee, and much more!

For example: maybe you want to search and respond to Issues from your users who have an iPhone 5c with iOS 8.2, using version 2.1 of your app, and have spent over $200 in your app? Or perhaps, you just want to see within the last 48 hours how many of your Paid Players in Germany wrote into support in an EFIG language about cheating or abuse by other players in the game? Now you can do all this advanced segmentation and more with Advanced Search.

Note: In order for your team to take full advantage of Advanced Search, it’s very important that you have Custom Metadata being passed through to your Issues.

If you don’t have Custom Metadata setup, please speak to your Developer.

Like most powerful tools, it’s only as good as how you use it. To see what values you can use in your Advanced Search Statements, read on.

Which values and filters can I included in an Advanced Search Statement?

An Advanced Search Statement consists of your Code, Operator, and Value. If you want to include additional segmentation parameters, combine multiple Statements using the Boolean Operators (AND, OR, etc).


The Code is the type/name of data point you want to filter. This is where you can choose to segment search results by things like App name, Language, Platform, Issue Status, all Custom Metadata and much more.


The Operator is a trigger that connects the Code to your Value. Operators provide options to ‘include’, ‘not include’, or ‘match’ a Code to a certain Value. Operators can also include statements such as ‘is’, ‘is not’, ‘is before’, ‘has’, ‘greater than’, and much more.

Boolean Operators

Boolean Operators provide a way to quickly locate a specific segment based on inclusion/exclusion of values and statements.You can use Boolean Operators inside your regular Operator Statements using ‘AND’, ‘OR’, and ‘NOT’.


Values are dates, numbers, text, Tags, and other items that complete your Advanced Search Statement. When building an Advanced Search Statement the Operator you use will determine whether the Values can be pre-populated or require manual input for the desired Values.

Advanced Search Use Case Examples

Example 1: Issues by User Tier Value & Agent Response Status

Show me Paid and New Players on all iOS devices that are below 9.0 who are still waiting for a response by an Agent.

Statement: tags: has_one_of: “new player” , paid AND platform: is: ios AND os_version: is_not: 9.0 AND status: is: waiting_for_agent

advanced search string issues by user tier value & agent response status

Example 2: Issues by Date, Platform, Tag Keyword & Tag

Show me Issues submitted for January 2016 from iOS or Android that have been marked as Fraud through either a Tag or a Private Note left by Agent.

Statement: creation_date: is_between: 01-01-2016, 31-01-2016 AND (platform: is: ios OR platform: is: android) AND (tags: has: fraud OR note: contains: “fraud”)

advanced search string issues by date, platform, tag keyword & tag

Example 3: New Issues by Language & Location

Show me New Issues from German speaking players in Europe that are assigned to my German Agent (Hans).

Statement: (status: is: new OR status: is: new_for_agent ) AND country_code: is: de AND language: is: german AND assignee: is: [email protected]

(Updated) Example 4: Maintain your VIP User SLAs

Show me VIP Users who haven’t read the reply from an Agent

Statement: days_since_agent_reply_unread: is_smaller_than: 1 AND tags: has: vip


Scaling Advanced Search

For common search queries, now you can increase efficiency by saving your Advanced Search Statements that can be used to quickly apply to any Smart View, including My/All Issues Smart View. You can create unlimited Advanced Search Statements. Remember a good naming system is important when using Advanced Search Statements in your Dashboard workflow.

Advanced Search Best Practices

When setting up Advanced Search for your Dashboard, it’s important for your team to establish which Issue and user segments should be prioritized. Once you know what types of Issues and which users you want to address first, then creating your Advanced Search Statements is easy as 1-2-3.

The Success Team has included an Advanced Search section in the Success Portal that provide a deeper dive into use cases along with helpful tips.

If you have any questions, please feel free to reach out to [email protected]. One of our Helpshift Specialists will get back to you ASAP.

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