About Contextual Help for the Web Widget

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40 Comments

  • Brett - Community Manager
    Zendesk Community Team

    Thanks for sharing the link to your post Annie :)

    Super appreciate you taking the time to share this with us!

    1
  • Mark Bridges

    For a URL with # in it, does everything after the # get ignored?

    For example: 

    https://www.mysitename.org/app#/profile/address

    would the search be based on 'address' or is everything after the # ignored?  

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hi Mark -

    We haven't been able to test to confirm, but the consensus amongst our support agents is that they would expect everything after the # to be ignored.

    0
  • Mark Bridges

    @Nicole - is there a place where I can submit a feature request?  For single page web applications such as ours, ignoring the # in the URL would allow our support team to be more flexible.

    Thanks,

    Mark

    0
  • Nicole S. - Community Manager
    Zendesk Community Team

    Hey Mark -

    Yep! You can post your request in the Support Product Feedback topic in the community.

    Here's our guide on How to write an effective feedback post

    0
  • Becca Chapman

    We would like to offer dynamic/contextual help center article suggestions for our not-public (requires login) help center. Will the SetHelpSuggestions API methods work in this scenario? If not, is there a way to set a static list of suggested Help Center articles based on the page of our website the user is on?

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Becca,

    This should work on the help center after the user is logged in, or if they authenticate using JWT on an external site. I've included a couple of articles that should help explain this in further detail. 

    Enabling authenticated visitors in the integrated Web Widget

    Enabling authenticated visitors in the Chat widget

    Using restricted Help Center content with the Web Widget

    Best regards.

    0
  • Merav B

    Hi,

    Is there a way for me to see a report on how many users are using specifically the web widget (as opposed to browsing/searching in the help center itself) to read articles in my help center, and how many and which articles are being viewed there? 

    thank you

    Merav

     

    0
  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Merav,

    In the Reporting section of Zendesk Support, you should be able to see details about user engagement with your help center content, including searches. You will also be able to filter for the channel, like the web widget, to better understand the user journey.

    In time, hopefully, these capabilities will be included in the Explore datasets also.

    1
  • Merav B

    Thank you Jacob! this helps.

    1

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