Helpshift

Alerts (Escalation)

Helpshift features Alerts (Escalation) to ensure critical issues receive prompt attention by notifying higher-tier agents when tickets remain unresolved. Based on customizable conditions like time or priority, alerts trigger escalations to appropriate staff. This system maintains SLA compliance, boosts accountability, and ensures faster resolutions for high-impact cases, enhancing overall support quality and user satisfaction.

Automated Routing

Helpshift’s Automated Routing streamlines the assignment of tickets and chats to the most suitable agents based on skills, language, priority, or workload. This intelligent distribution enhances efficiency, minimizes response delays, and ensures customers receive accurate, relevant support. Automated Routing helps maintain balanced workloads while improving customer service by directing issues to the right team immediately.

Contract (SLA Management)

Helpshift includes SLA Management to define and enforce service level agreements with precise response and resolution deadlines. The system tracks compliance automatically and notifies agents of potential SLA breaches. This ensures consistent service delivery, enhances team accountability, and strengthens customer trust by holding support operations to transparent and measurable performance standards.

Customizable Branding

Helpshift allows Customizable Branding so businesses can align the live chat experience with their identity. Custom logos, colors, fonts, and messages can be applied to chat widgets, self-service portals, and emails. This strengthens brand presence, builds trust, and delivers a cohesive support experience that reflects the organization’s visual and communication style.

Document Storage

Helpshift supports Document Storage by enabling agents to upload, store, and share documents within conversations or knowledge articles. Files like user guides, screenshots, and policies are easily accessible for quicker resolutions. Centralized document access improves support accuracy, enhances collaboration, and ensures that both customers and agents have the resources they need instantly.

Incident Management

Helpshift's Incident Management helps identify, log, and resolve service disruptions efficiently. It allows linking multiple tickets to a single issue, enabling centralized updates and streamlined tracking. This feature improves visibility, supports faster problem resolution, and ensures clear communication with affected users, reducing redundancy and enhancing transparency during widespread technical or service-related incidents.

Knowledge Base

Helpshift offers a robust Knowledge Base allowing customers to access FAQs, guides, and solutions directly within the chat interface or via self-service portals. This empowers users to solve issues independently, reducing ticket volume. It also assists agents with consistent answers, improving support efficiency, reducing response time, and enhancing the overall user experience.

Known Issue Management

Helpshift’s Known Issue Management centralizes the tracking of recurring or widespread issues, allowing agents to link related tickets and provide bulk updates. Customers are informed proactively, reducing frustration and duplicate tickets. This approach streamlines internal processes, enhances transparency, and helps teams focus on resolving root causes while keeping users informed and reassured.

Live Chat

Helpshift delivers in-app Live Chat for real-time support, enabling direct communication between users and agents without leaving the application. With features like typing indicators, agent assignment, and conversation history, it ensures responsive and context-rich service. Live Chat enhances user satisfaction by providing immediate assistance within the app interface at the moment it’s needed.

Macros (Templated Responses)

Helpshift includes Macros (Templated Responses) to help agents respond swiftly with pre-written messages for frequently asked questions. These templates reduce repetition, ensure consistent communication, and save valuable time during high-volume interactions. Agents can personalize responses before sending, striking a balance between efficiency and a humanized customer experience in every chat session.

Multi-Channel Communication

Helpshift supports Multi-Channel Communication by centralizing interactions across in-app messaging, email, and web. This unified interface ensures agents maintain context across different platforms, offering consistent and uninterrupted support. Customers can engage through their preferred channels, while support teams respond efficiently from a single dashboard, enhancing service continuity and improving satisfaction.

Self Service Portal

Helpshift offers a Self Service Portal that provides users with instant access to knowledge articles, ticket submission, and issue tracking. Available 24/7, this portal empowers customers to resolve problems independently without agent assistance. It reduces support workload, increases resolution speed, and promotes a more user-friendly and efficient customer support experience.

Social Media Integration

Helpshift’s Social Media Integration captures and manages support queries from platforms like Facebook and Twitter, converting them into actionable tickets. This centralization allows agents to respond efficiently from one interface. It ensures consistent service across digital channels, broadens customer engagement reach, and helps maintain brand responsiveness in public-facing communication environments.

Surveys & Feedback

Helpshift incorporates Surveys & Feedback tools to capture customer sentiments after interactions. Configurable surveys help measure satisfaction, gather insights, and assess agent performance. Feedback is used to refine support processes, identify pain points, and boost service quality. This continuous improvement loop ensures Helpshift adapts to user expectations and elevates customer experience.

Ticket Management

Helpshift’s Ticket Management system tracks every customer inquiry from creation to resolution. It supports categorization, prioritization, agent assignment, and status tracking. With detailed history and automation, it enables organized workflows, reduces handling time, and ensures accountability. This structure helps support teams deliver timely, high-quality responses while maintaining operational transparency and efficiency.