Symptoms:
- My coworker cannot find their Helpshift invitation.
- My coworker clicks the invitation link but their browser does not take them to Helpshift.
- My coworker clicks the invitation link but their browser shows an error message.
- What happened to their Helpshift invitation?
- Should I invite them again to my Helpshift?
- Can they set up their account without an invitation?
Cause:
There are many possible explanations why the invitation for a coworker is missing or broken. These are the following:
Email address:
- You may have entered your coworker’s email address incorrectly in Helpshift.
Email settings:
- Your coworker’s email provider, or email client software, may have mishandled their invitation as spam.
- Your coworker may have misconfigured email client rules, which moved the invitation out of their inbox.
Search strategy:
- Your coworker may not have enough information about the invitation to search for it effectively or recognize it when they see it.
Browser settings:
- Security settings, extensions, or plug-ins for your coworker’s web browser might interfere with loading the invitation link.
Network settings:
- It might be necessary to whitelist your Helpshift instance in your coworker’s firewall settings.
Resolution:
To troubleshoot someone’s apparently missing or broken Helpshift invitation, please do any or all of the following:
Confirm email address:
- Make sure that you entered their email address correctly in Helpshift.
Email settings:
- Make sure that the invitation is not in their email spam (or junk) folder.
- Make sure that none of their configured email rules removed the invitation mistakenly from their inbox. (It need not be in their inbox to function correctly, but it could be easy to miss when it’s located anywhere else.)
Search strategy:
- Make sure that they know enough of the invitation’s attributes to search for it effectively and recognize it when they see it — including the date and approximate time of day when you sent it and your Helpshift hostname.
Browser settings:
- Ask them to disable their browser extensions temporarily and try again to click the invitation link.
Network settings:
- Make sure that your network administrator has prepared and enabled a TXT record for Sender Policy Framework (SPF) on your DNS server. When set up properly, this record can prevent any mishandling — as spam — of messages that originate from your email server.
- Make sure that your coworker’s computer firewall, and/or their network firewall, is not configured in such a way that they must whitelist your Helpshift instance before they can access it.
Alternatively, to work around someone’s apparently missing or broken Helpshift invitation, you can try the following:
Resend the invitation:
After you invite someone to join your Helpshift, you can resend their invitation as often as you like until they complete their registration. Please, do the following:
- Log in to your Helpshift instance as its administrator.
- On the Helpshift toolbar, click Settings (
).
- In the navigation pane, scroll to the ORGANIZATION area, and then click Team.
- On the Team page, search for the phrase invitation pending, in red type. This phrase indicates that Helpshift sent the invitation but its unique link remains unused.
- Click Edit User (the gear icon:
) at the right edge of the corresponding row.
- In the User Settings dialog box, click Resend Invite.
If your coworker does not receive their replacement invitation promptly, please contact support@helpshift.com.
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