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About Contextual Help for the Web Widget (Classic)



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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22 comments

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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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

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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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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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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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Is it possible to specific a specific article to show up in the web widget top suggestions by default? 

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Jeff C

Zendesk Customer Care

Hey Kevin,

This is possible by using the SetHelpSuggestions API in the web widget code. See this documentation for reference.

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Is it possible to show more than the top 3 articles? 

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+1 to the suggestion from eVestment Education, I would also love to have more than 3 articles recommended as soon as the user opens the widget. Our widget is Help Center articles only.

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I am looking for the same.. to have more than 3 articles to be shown..

Also instead targeting article via key search maybe an additional option base by category would be amazing

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I'm trying to understand how it determines the articles shown in the Web Widget (Classic). For example website "(site)/appliances/*******/configuration/discovery" the article named 'Discovery Tab" with the label of 'Discovery' only does not show up in the web widget. Instead some totally unrelated articles show up, but the web widget works on other pages just fine by showing the article for the page.

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Our URL structure includes account IDs and user IDs (EG domain.com/account/#/user/#/PAGE). How do I get it to ignore the words "account" and "user" and only start searching with the actual page name? Because it searches the whole URL structure, the results are not relevant. 

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Dane

Zendesk Engineering

Hi Ryan,

Contextual Help entirely depends the relevant words included in the URL. If it's not giving the right articles, you might consider adding a labe to the specific article "Discovery Tab" that is related to the actual URL. If the same issue persisted, contact our support directly and we'll investigate further.
 
Hi Stephanie,

There's no direct way to ignore words in a URL. What I can think of is you can utilize help center suggestions for such pages in order for you to specify what articles to show. More information can be found in helpCenter:setSuggestions.

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Will this be available in the Messaging widget too soon?

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Why is the helpCenter:setSuggestions restricted to 3 results? If the user types the same phrase into the search they get a full list of results so why limit to 3?

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Gab

Zendesk Customer Care

Hi Manuel,
 
I created a ticket on your behalf and will send it to you via email so we can discuss your concern.
 
Thank you!

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My contextual help doesn't seem to be working as expected.

The app URL is /mod/reporting/quantreport but the classic widget contextual help articles that are served up are not the top three articles where "mod reporting quantreport" is the help center search term.

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Mike DR

Zendesk Customer Care

HeyA Mark! Does the article you want to show have the proper article labels and tags? Using labels on your help center articles

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I think the article labels are in line with what Zendesk recommends. What I'm worried about is that AnswerBot is serving up articles for QUALITATIVE reporting and not QUANTITATIVE reporting, as if it's parsing similar words and not the actual labels.

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I have noticed that the widget does not refresh each time you navigate to a different page within the application so the contextual help suggestions do not appear for the specific page. To get the relevant suggestions to display I have to refresh the browser everytime I navigate to a different page. Is this going to be fixed or is there something I'm not doing right on my end?

 

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Destiny

Zendesk Customer Care

Hi Jessica, 
 
Thank you for getting in touch.
 
Could I just check whether you've implemented the web widget on a standard HTML website, or is it integrated within a Single Page Application (SPA)?
 
If your application is an SPA, it may not naturally trigger a full page refresh on navigation, which is expected behavior. SPAs generally only fetch and render components that change. In this case, you would need to have logic to trigger the widget refresh manually.
 
If you're working with the latest version of our web widget, it includes the zE function, which is designed to initialize the widget when the page loads. However, if you're still using the legacy Zopim chat code, it might be necessary to supplement it with an additional initialization script to facilitate the widget's refresh. Some developers also use location.reload() on their pages to force a full refresh.
 
Should you find the suggested steps unhelpful or if additional, more detailed troubleshooting is required for your web widget, please don't hesitate to contact our support team by following the instructions in the 'Contacting Zendesk Customer Support' guide.
 
Thank you.

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