Question 1

FAQ Section

Accepted Answer

On this page:

How to Linking HC with shops Menu
How to edit the URL link path in the store settings
How to create structure of FAQ
How to add two layer option
How to add a video to your FAQ page
How to add a picture to your FAQ page

How to Linking HC with shops Menu

Q: Create tags in tickets

On this page: <ul> <li><a href="#1-how-to-create-tags-for-your-tickets">How to Create Tags for your tickets</a></li> </ul> <h1 id="howtocreatetagsforyourtickets">How to Create Tags for your tickets</h1> <ol> <li>Ticket Tags</li> </ol> Steps to create Tags for your tickets <ul> <li>Settings → Ticket Tags</li> </ul> <img src="https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/1-tags_yssp1i.png" alt="" /> <img src="https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/2-adding-tag_hj7aa7.png" alt="" />

Q: Service Info

On this page: <ul> <li><a href="#1-main-information-about-the-service">Main information about the service</a></li> </ul> <h1 id="maininformationabouttheservice">Main information about the service 👉🏽</h1> <ul> <li>Ticket. Communication with customers on all channels - email, live chat and social chat - is treated as a "ticket".</li> <li>Used ticket. Tickets are counted as used only when support people send a response or a new email to the customer from the Help Desk system.</li> <li>Incoming (received) tickets don't decrease ticket plan resources. If a ticket is closed without a response from an agent - it is not counted as billable.</li> <li>If a customer writes a new email and the agent responds - it's counted as one billable ticket.</li> <li>Once you close the ticket (email) and the customer replies to the same ticket within 3 days, the old ticket will be reopened. If the customer reaches out to you again after more than 3 days and the agent responds, a new billable ticket will be opened.</li> <li>Live chat. One chat is counted as one ticket. Each individual conversation with a customer within a single thread is one billable ticket.</li> <li>Auto-responses to the customers from automation workflow are not counted as billable </li> </ul> For more information please visit here : <a href="https://helpcenterapp.com/">Help center App</a>

Steps to link the app with your store's menu

Click a button “Add Menu Item” from HelpCenter settings page:

Click Add Menu link

Click Add Menu Item link

Give menu item a name (e.g., Help Center or FAQ);

| Then type /apps/help-center in the link field;

| The option showing this link will pop up. Just select it and click add

How to edit the URL link path in the store settings

Steps to edit the URL link path

In the Settings, select Apps and sales channels:

![](https://storage.crisp.chat/users/helpdesk/website/82a95f0fbc0a7800/faq-4_

Question 2

Onboarding

Accepted Answer

On this page:

How to access the Help Center App Login Page
How to Check Help Center Main Mailbox Window

How to Access the Login Page 👍

Steps:

Open your web browser and go to the HelpCenter website.
On the top right corner of the homepage, click on the "Login" button.

Enter your email and password to log in.

If you are logged into your Shopify store, navigate to the Help Desk section by clicking on "Helpdesk" in the top menu bar. Additionally, you can find "Ticketing" under the same section.

Click on the "Go to HelpDesk" button under the Ticketing section.
Enter your email and password to log in to the Help Desk ticketing system.
Click on the profile icon to open a dropdown menu. The menu includes options such as "Ticket notifications," "Show tickets for," "Settings," "Setup Check List," "Contact Support," and "Log out."
Click on "Settings" to access the HelpCenter settings page.

![](https://storage.crisp.chat/users/helpdesk/website/82a

Question 3

Create tags in tickets

Accepted Answer

On this page:

How to Create Tags for your tickets

How to Create Tags for your tickets

Ticket Tags

Steps to create Tags for your tickets

Settings → Ticket Tags

Question 4

Service Info

Accepted Answer

On this page:

Main information about the service

Main information about the service 👉🏽

Ticket. Communication with customers on all channels - email, live chat and social chat - is treated as a "ticket".
Used ticket. Tickets are counted as used only when support people send a response or a new email to the customer from the Help Desk system.
Incoming (received) tickets don't decrease ticket plan resources. If a ticket is closed without a response from an agent - it is not counted as billable.
If a customer writes a new email and the agent responds - it's counted as one billable ticket.
Once you close the ticket (email) and the customer replies to the same ticket within 3 days, the old ticket will be reopened. If the customer reaches out to you again after more than 3 days and the agent responds, a new billable ticket will be opened.
Live chat. One chat is counted as one ticket. Each individual conversation with a customer within a single thread is one billable ticket.
Auto-responses to the customers from automation workflow are not counted as billable

For more information please visit here : Help center App

Question 5

Analytics

Accepted Answer

On this page:

How to access Analytics from the main mailbox window
How to check history review and manage past interactions

How to access Analytics from the main mailbox window

You can access Analytics from the main mailbox window - the blue ”Analytics” icon in the left bottom corner. Here you can find useful statistics about customer support activities in the Help Desk system:

1. Dashboard

Steps

Issues by channel: number of new tickets created during the selected date range
Average first response time
Tickets

New tickets. All the new tickets in specific date range: IN + OUT + all the channels (Inbox / Chat / FB Messenger).
Messages received. All the new IN messages within the tickets - e.g., 1 ticket and 10 IN messages from the client.
Messages sent. All the new OUT messages and auto-responses are not included.
Archived tickets within the selected period.
Avg. time to archive. The archive times of the tickets for the selected date range.
Facebook Messenger ticket count resets every day at midnight.

Popular ticket tags: IN + OUT tickets with specific tags.
Agents: statistics about each agent's activities:

Tickets archived: all the tickets archived by a specific agent.
Avg. first response

Question 6

Email Channel

Accepted Answer

On this page:

How to Setup Email Channels

How to Setup Email Channels 📩

Steps:

Adding new inbox

You can add as many email accounts (inboxes) as you need to work with Shopify customers
Different emails for supporting different stores
Bigger stores might need different inboxes for support, sales and other purposes
In order to create a new email account you need to follow these steps: ** Settings → Email channels → ”Add email”**

Mailbox setup

Outlook : You can connect Outlook accounts automatically by following Microsoft instructions.

Gmail, Yahoo, and others : For other email providers, please follow the steps provided in the app.

Frequently Read Articles

Browse All Categories