About Contextual Help for the Web Widget Follow

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17 comments

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    Robert Koch

    Does contextual help search tags too, or just words in the actual article?

     

    Chat lives on pages like this 

     

    https://live.taketheinterview.com/my_interview?code=3dcd3646deb02fbddd58dad1e1fd4969#login

     

    How can we get related articles to populate? Right now it is wrong. 

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    Erica Wass

    @robert Contextual Help uses the same search as your Help Center Knowledge Base. I've created a ticket for your question so we can look into your specifics with you. 

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    Scott

    We're seeking to embed the contextual help into our online app. We'd like to filter the results by the article's label and then by a language search within that label.

    Is that possible with the Widget API?  (If not... I'd like to offer that kind of two-tiered filter as a suggestion!)

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    Erica Wass

    Scott, the Web Widget automatically keys to the browser language so I expect that it would display articles of that language that use the label included in zE.setHelpCenterSuggestions. Is that not what you are finding?

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    Sybil

    I am having the same issue as mentioned here https://support.zendesk.com/hc/en-us/community/posts/218033707/comments/226504588 . When navigating between pages in an SPA, previous 'Top suggestions' stay in the widget until a later suggestion is found. This is a major problem for an SPA with many routes - I can't guarantee that all of them will find their own top suggestions, and if the old suggestions stay in the widget then that is simply confusing for end users.

    Is there any plan to either automatically clear the top suggestions when calling setHelpCenterSuggestions , or to offer a 'resetSuggestions' function? I'd really like to avoid having to roll our own widget using the apis! 

     

     

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    Nicole Relyea

    Hey Sybil - 

    Welcome to the Zendesk Community! 

    I've taken a look at the ticket that was created for Dave, and it seems that in his case it was an issue within the way his app was coded. Because it's such a one-off problem, I'm going to go ahead and create a ticket for you so that our support team can do the appropriate troubleshooting for you. Look for an email from me shortly. 

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    Andrew Cohen

    Can you use *wildcards in the URLs?  For example, if we have thousands of custom URLs like /study?deck_id=12345&pack_id=54321 , and we want a particular contextual Help message to show up on ALL pages whose URL is "like" /study* , is that possible?

    If so, this should be heavily mentioned in this Help article, as I'm sure it's pretty important for a lot of companies!

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    Andrew Cohen

    Also, does contextual help work in the mobile SDK?

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    Daniel Aron

    Hi Andrew, the native functionality works off URL. You could try custom code with zE.setHelpCenterSuggestions https://developer.zendesk.com/embeddables/docs/widget/api#ze.sethelpcentersuggestions

    For the mobile SDK there are ways to show a single article but the feature "contextual help" only relates to the web widget.

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    Andrew Cohen

    Thanks for this, @Daniel.  But I'm not sure that documentation answers my question about wildcards.  In all of your examples above and elsewhere, it's assuming that the widget lives on pages with clean URLs, such as /pricing.

    But what if, say, we have a unique URL for each user (e.g. with the user's ID in the URL), such as /pricing?user_id=12345, /pricing/?user_id=54321, etc.?

    Is there a way we could just create a *single* widget condition for all pages like /pricing* , using the * character (or % ?) as a "wildcard"?

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    Daniel Aron

    Hi Andrew let me create a ticket for you and we discuss further there.

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    Andrew Cohen (Edited )

    Hi Daniel, I never received the ticket.  Please note that the Admin account we're using is info@brainscape.com (but you can also use this email address for Andrew Cohen for just support, even if it doesn't have a Zendesk admin or agent account).  Thanks!

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    Daniel Aron

    Hi Andrew, looks like our Advocates are taking care of you with ticket ID #3052923.

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    Ryan Walsh

    To work off of the original comment by Robert Koch, does/can Contextual Help take the ending URL and match with a label in our Guide Knowledge Base?

    So if I were to use the Guide KB labels to match URL endings would end users get more accurate Contextual Help results?

     

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    Daniel Aron

    Hi Ryan, no Contextual Help does not match the ending URL to a label. If you want to use specific labels I'd recommend using the API zE.setHelpCenterSuggestions.

    https://developer.zendesk.com/embeddables/docs/widget/api#ze.sethelpcentersuggestions

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    Noam Mahler

    I'm having the same issue as Andrew Cohen above. 

    How do you handle URLs that include a user's ID and additional parameters?

    Can you share your answer?

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    Tri Ardini

    Hi all, 

    can I set top suggestion article on web widget for more than 3 articles?

    Thanks

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