About Contextual Help for the Web Widget (Classic)

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6 Comments

  • 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. 
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  • 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

    1
  • Matt
    Zendesk Customer Care

    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

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  • Fergus Wood

    Can you confirm that Contextual Help *does* search in the article 'labels' for matches?

    We have a URL as follows:

    ....fitchlearning.com/portaldemovirtual/learn/mycourses

    I have some articles that all have a label = mycourses

    However, these articles are not showing up in the top 3 suggestions on the widget. The widget is empty.

    Do we need *ALL* of the URL strings to be added as labels for the articles to show up?

    Or should i get results in the widget when I only have one of the strings from the URL as a label in the articles?

    Thanks,

    Fergus

     

     

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  • Andre Powers

    The link to documentation on how to customize which articles are shown goes to a 404 page. Can someone please provide information on how to customize them?

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  • Chris Sos
    Zendesk Product Manager

    @...

    You've got a sharp eye! We launched a new documentation site today and not every link redirected correctly. This should now be fixed and no longer give you a 404 :)

    Chris

     

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