How do I make top articles automatically show when a visitor opens the Web Widget?

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  • Allison S

    can you do this on certain articles only? Kind of like proactive chat where - if the user is on our basic troubleshooting steps article and they click the web widget, we could then suggest articles there? Like, calling issues, notifications? 

    Basically a way to dive in/get more granular with their issue and hopefully point them in the right direction?

  • Devan - Community Manager
    Zendesk Community Team

    Hello Allison S,

    Good news! Yes, you can do this on certain articles only. What you want to do is add a unique label to the specific article you want to show up. Then you will use the articles steps listed above but follow the directions for using Labels to tell the widget what to show.

    Best regards. 

  • Italo Borges

    Is it possible to open an article directly on the web widget from a link on my page? Without showing the list?

  • Steve Jones

    Italo, I too would like to know if it is possible to open a specific article in the web widget directly from a link on a page. The ability to open the widget at the exact article would be very useful to our users.

  • Brett Bowser
    Zendesk Community Team

    Hey Italo and Steve,

    I double checked with one of our web-widget experts and it doesn't look like there's a way to configure the widget to open up the web browser automatically when the article is selected. You'd need to first select the article in the widget, then click "view original article".

    Let me know if you have any other questions!

  • Steve Jones

    Hi Brett,

    thanks for confirming, I think I reached that conclusion too. What's the best way to submit this as a feature request for future consideration?



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