We'd like to be able to open help center articles directly in the web widget, without the user having to search. To us, that seems like a crucial element that is missing in just about every helpdesk/ticket/knowledgebase product we evaluated.
The contextual search is useful, but when we know the exact article the user will require for any given setting page, the option to direct the user, in-app, to the right place is essential.
For example, a user in on a specific app page related to configuring their domain mapping. A help button in the page could be clicked to open the web widget with a specific article.
The user would have access to the standard navigation - back (to search), open original article, and submit a request form.
Trigger would come via an onclick event on the button, much like the existing trigger, but with an article ID:
eg. <button onclick="zE.activate( hc_article: '360022068932');">Learn more</button>
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