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

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9 Comments

  • Steve

    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.

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  • Brett Bowser
    Zendesk Community Manager

    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!

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  • Steve

    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?

    Thanks!

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  • Nicole Saunders
    Zendesk Community Manager

    Hi Steve - 

    You will want to create a new post in our product feedback topic in the community. Here are the product feedback guidelines on how to write an effective feedback post.

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  • Steve

    Thanks for that Nicole.

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  • David Karlsson

    Elissa Tikalsky Using SetHelpSuggestions API method, we attempt to have labeled articles show up in the widget on-click. i.e. zE.setHelpCenterSuggestions({ labels: ['label1'] })

    The issue here is that only three articles can be shown when using labeled suggestions, though the label is available on multiple articles. Also, this leaves a big blank space beneath the suggested articles.

    Is there a way to solve this?

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  • Jeff C
    Zendesk Customer Care

    Hi David,

    Unfortunately, this is a limitation and is not currently configurable and is fixed to only show 3 articles. There has been ongoing discussions about this in previous Product Feedback posts and is currently considered a Feature Request.

    Please be on the look out on our Announcements page if a change to this limit has been implemented.

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  • Waseem Khan

    Hi,

    Is it posssible to add multiple keywords like refund, lost card etc., if yes how? Please share the sample code

    Regards,

    Waseem Khan

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  • Jeff C
    Zendesk Customer Care

    Hi Waseem,

    If you are referring to labels and not search string, this should be possible (for Guide Professional and Higher) and a sample below:

    zE.setHelpCenterSuggestions({ labels: ["label3","label2","label1"] })

    You may also read thru our documentation where it's important to note that labels and search strings are different from each other.

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