Symptoms:
- How do I add people to Helpshift?
- Why would I invite someone to Helpshift?
- I do not know if Helpshift will charge me more for inviting people.
- I do not know what people will be authorized to do if I invite them to my Helpshift.
Cause:
The only prerequisites for adding someone to your Helpshift instance (tenant) are that you have the administrator user role and know their email address.
To staff your Helpshift-powered customer service organization, you must add users.
Any newly invited user has the agent user role. However, you can change their user role assignment easily.
Resolution:
Invite people to Helpshift and assign their user roles
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BEFORE YOU BEGIN
Respond to your own Helpshift invitation and finish setting up your own user account.
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- Log in to Helpshift as its administrator.
- On the Helpshift toolbar, click Settings (
).
- In the navigation pane, scroll to the Organization area, and then click Team.
The Team page opens.
4. On the Team page, to start inviting your coworkers, click Invite People.
The Invite More People dialog box opens.
5. In the Invite More People dialog box, enter the comma-separated (or semicolon-separated) email addresses of people to whom your Helpshift instance should send invitations.
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TIP
A system message in the Invite More People dialog box states, “
You may be charged for additional team members according to your Helpshift plan.” However, this message does not apply to Unity customers. Our billing logic is issue-based when you buy a Helpshift subscription through Unity. |
6. Click Invite.
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NOTE
By default, Helpshift assigns each newly invited user the agent user role. You can upgrade their role assignments now or in the future.
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Your invitees receive their invitations in email and must click past a unique, personalized link to load a form where they complete their account registration.
Until an invitee finishes registering their account, the Team page shows an “Invitation pending” message below their username, in red type.
7. On the Teams page, to start assigning a different user role than agent to an invitee or a fully registered user, click the unlabeled Edit User (
) button in the table row for their account.
) button in the table row for their account.The User Settings dialog box opens.
8. In the User Settings dialog box, click either Admin or Supervisor, according to your intent. Then, click Save.
The User Settings dialog box closes. The user role that you specified is assigned immediately to the user account that you specified.
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NOTE
Any user, regardless of their assigned user role, must finish registering their account — as described in Step 6 — before they can log in to your Helpshift instance.
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Understand user roles and permissions in Helpshift
Each assignable user role in Helpshift — whether agent, supervisor, or admin — comes with its own, inherent set of access permissions. Nonetheless, certain additional permissions are also separately batch-assignable to all supervisors as a group and/or all agents as a group by anyone who has the admin user role.
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Feature access
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Assignable to all supervisors?
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Assignable to all agents?
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Edit FAQs
Empowers your supervisors and/or your agents to edit and manage your knowledge base articles.
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YES
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YES
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Issue bulk action
Empowers your supervisors and/or your agents to update and/or reply to multiple issues at one time.
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YES
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YES
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Shortcut to take unassigned issues
Empowers your supervisors and/or your agents to assign your oldest unassigned issues to themselves.
NOTE:
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YES
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YES
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Analytics
Empowers your supervisors to monitor your customer service operations.
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YES
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NO
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Real-time operations
Empowers your supervisors to monitor the performance of your team and queues.
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YES
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NO
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View CSAT rating
Empowers your supervisors and/or your agents to see user comments and ratings for issues.
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YES
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YES
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Queues
Empowers your supervisors to manage queues.
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YES
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NO
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Manage Quick Replies
Empowers your supervisors to create, edit, and delete Quick Replies.
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YES
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NO
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Label-prediction feedback
Empowers your supervisors and/or your agents to rate the accuracy of intent prediction labels.
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YES
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YES
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Redact messages and attachments
Empowers your supervisors and/or your agents to redact user messages and/or file attachments that contain sensitive personal information.
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YES
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YES
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Text templates
Empowers your supervisors to edit and delete text templates.
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YES
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NO
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Mark issues as duplicates and reject them
Empowers your supervisors and/or your agents to identify and reject any duplicate issues.
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YES
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YES
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NOTE
In addition, any admin can also grant Helpshift technical support engineers troubleshooting access to the administrative features and settings of their Helpshift instance.
This option is also available on the Feature Access page, in its Account Access area.
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