FYI: * You will need data from the Helpshift's account admin. As you set up PlayVox’s software, you’ll be named an admin user.
*Similarly, if you’d like to set up a new integration, then you’ll be required to be a PlayVox admin user as well.
This is the data you’ll be asked for during the integration:
(This first 2 steps will happen only if you are not signed into HelpShift).
Name: it is the connector’s name - you may have multiple connections and it is important for you to be able to properly identify them (i.e. Helpshift’s chat 1, India’s emails, Technical support chat, etc.).
API Token: it makes it possible for different apps to talk to one another, that's why you need to get it directly from Helpshift, to do so follow this instructions to generate a new API Key
A walkthrough on how to get Helpshift's credentials:
Log into Helpshift (remember it must be with an admin’s account) > in the browser window copy the first part of the web address just before the period (.) and the word helpshift > paste in the required space by PlayVox (Account) > go to the settings tab in your helpshift's window > once you've created your API Key (instruction link given above), copy the info in the space and paste it under API token in PlayVox's format > click Accept
When creating your API Key please take into consideration this recommendations:
- Select the "read-only" option, otherwise no information will be fetched
- The email address used should be the same both in helpshift and PlayVox (this email's user must be the admin in both accounts)
PlayVox's API Consumption for Helpshift's Integration
FYI - Helpshift offers 60 requests per minute by default.
PlayVox consumes API per page like so:
- 1 API request to access the filtered issues
- 1 API request to access the issue's details
If you think you might exceed these requests, then please contact helpshift's support team, they will modify the request's rates limit for you.
About the credentials you need:
Supported Operation Mode for Helpshift's Integration
This integration only supports On-demand mode, helping you save on API requests. It is also important to clarify, we do not store any data, as it's name states, our platform simply fetches it when you ask for it. With this option you can filter tickets by:
Now that you have all the data you’ll need, you can continue with the integration process.
About the data we process, it is transmitted using encrypted TLSv1.1 and higher over HTTPS and data at rest is kept encrypted using industry standard AES-256 on EBS Volumes in Amazon Web Services (AWS) facilities in the USA.
If you’d like to read more, we have articles on: