About Contextual Help for the Web Widget

Return to top
Have more questions? Submit a request

50 Comments

  • Brett Bowser
    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.
    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.
    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
    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
  • Denielle Barcelona

    Why is one of the requirements for Contextual Help having a Help Center that does not require log-in? Do we have a similar option if we require our customers to log in?

    0
  • Elissa
    Zendesk Community Team

    Hello Denielle Barcelona,

    I just did some testing in my test account to be sure, and I was able to enable contextual help while also having sign in required for my help center. So, technically it is possible. That being said, having the help center locked handicaps the features of contextual help. If you have your Web Widget on a public website, it will only be able to offer public articles (that are not hidden behind a login) to your visitors. So if your content is all private, contextual help will have nothing it is able to offer.

    I expect it might be possible to have all private content (nothing that is Visible to Everyone) and then use some sort of authentication custom code trick or SSO system to make everyone visiting your website count as logged in. Maybe using this: Enabling authenticated visitors in the integrated Web Widget. But I can't say for sure how that would work.

    I hope that helps!

    0
  • Dawn Anderson

    I was looking for more information around the ability to modify number of top suggestions but it seems the article has been archived? 

    Do we have any more information on this please?

     

     

    0
  • Johan Reiler

    Hi,

    Some of our sub-pages are on the format subpage.homepage.com rather than homepage.com/subpage.

    How can we get the contextual help to use the subpage for the suggestion with this format?

    0
  • Elissa
    Zendesk Community Team

    Hello Johan Reiler

    Unfortunately the system does only read the info after the .com.org, etc, so contextual help may not be the best option for your work.

    You could use contextual help with a bit of help from the API if you want. With this article, How do I make top articles automatically show when a visitor opens the Web Widget?, you can learn how to add in a bit of code on each page to tell the system what terms to use in the search and pull results into the widget. So, instead of reading the URL for search terms, it is reading your predesignated search terms from the code. 

    Another option would be to scrap contextual help all together and instead use filtered searches to pare down and focus what content your visitors see when they search. This doesn't give them a pre-selected list of three articles, it will still just be an empty search box. But when they do search, it will limit the options that can be pulled from to a specific subset of articles. If you're looking to focus what your visitors see on different parts of your website this is a great alternative option. Learn more about that here: Can I limit search results in the Web Widget?

    I'm sorry there's not a better solution to get contextual help to read the pre .com words. But I hope these alternatives are helpful and useful to your use case!

    0
  • Ignacio

    Hi, we have a locale mismatch in our suggestion center. Widget is not able to shown top 3 articles because locale( EN-US)( capitalization problem i think) is different that the widget ask in the url .

    Example:

    widgets asks for this :

    ...?locale=en-US&per_page=3&label_names=COVID-19%2C24-HOURS%2CFAQS-GENERAL

    and not results shown, but if i put this in browser URL

    ...?locale=EN-US&per_page=3&label_names=COVID-19%2C24-HOURS%2CFAQS-GENERAL

    or even this

    ...?locale=en&per_page=3&label_names=COVID-19%2C24-HOURS%2CFAQS-GENERAL

    Widget show results.

    How can i fix this ? because this is critical for us.

    Thanks in advance.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Ignacio,

    It looks like you have a ticket open with our Customer Care team regarding this issue. We will continue working with you in your ticket to dig into this further.

    Let us know if you have any other questions in the meantime!

    0
  • Devin

    Is there an easy way to have the help widget I designed show up as my contextual help widget? Right now I have a custom widget on my help center(https://help.safariportal.app/hc/en-us). But the black standard widget shows up on my website when I install the widget code.

     

    This is the widget code I installed:

    <!-- Start of safariportal Zendesk Widget script -->
    <script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=774d3285-1aed-4335-bbef-76c1e15031da"> </script>
    <!-- End of safariportal Zendesk Widget script -->
     
    <!-- Start of safariportal Zendesk Widget script -->
    <script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=774d3285-1aed-4335-bbef-76c1e15031da"> </script>
    <!-- End of safariportal Zendesk Widget script -->
     
    And it looks nothing like the one I have designed. 
    0
  • Hkluppel

    Above i read this question:
    "Does contextual help search tags too, or just words in the actual article?"

    Answer: "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. "

    but now i have just added a label 'course' to an article, but in the widget that article does not show up as an suggested article on a page with url .../course...

    When we search in the Help Center the article dóes show up when searched for 'course'

    plz help

    0
  • Matt
    Zendesk Customer Advocate

    Hi Hkluppel!

    Since Contextual Help relies on the URL of the page that the end user is on and then combines it with Help Center Search, article labels would be included, but you may not see expected results if the URL does not include relevant terms after the hostname.

    As the article mentions, you can use the SetHelpSuggestions API method of zE.setHelpCenterSuggestions({labels: ['label1']}); to pull in specific labels.

    If you continue to have trouble, please let me know and we can start a ticket to get specific examples from your account!

    Best,

    Matt - Customer Advocate

    Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    0

Please sign in to leave a comment.

Powered by Zendesk