Understanding Liquid markup and Zendesk Support

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4 Comments

  • Support Department

    I have added links to KB articles in automated replies to customers. But I never know if the requester clicked the link.

    Is there any way or trick with liquid to find out whether this link has been clicked (viewed) by the customer?

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  • Austin Killey
    Zendesk Customer Care

    Hey there @...,

    Really great question about using Liquid to track article link views.  Sadly, Liquid markup tends to work best mostly as a visual language that'll change text appearance based on certain conditions, so we may be out of options for tracking link activity that way, but:

    For tracking link views, using something like Answer Bot would be perfect, as articles suggested by Answer Bot are able to have their activity tracked, including link views.  When Answer Bot suggests articles to the ticket requester, ticket events will be generated to let you and your agents know that the requester has actually viewed those articles, where the requester may have also marked if those articles were helpful or not:

    Otherwise if you'd prefer to track only specific article links that you've embedded in your automatic replies rather than go off of suggested Answer Bot articles, enabling and integrating Google Analytics looks to be pretty promising, where you could possibly add some event listeners in your help center to track a visitor's "referrer URL" and get a better picture of where your KB article views are being redirected/referred from.

    Hope this helps! 

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  • Support Department

    Hi Austin,

     

    Thank you for the answer. In our case we have some specific article links embedded and which show up when typical keywords are in the request (used liquid for that). 

    Haven't tried Google Analytics yet, but will do so. Is this the only option? 

    Would there also be a HTML option (e.g. an embedded button which 'fires' some actions when clicked by the requester)?

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  • Sometimes we may solve a ticket without assigning it to an actual agent. In that case, we don't want to insert a blank name in our c-sat trigger. If I understand liquid, I would insert this into the email body within the automation:

    {% if ticket.assignee.first_name == nil %}

    our team

    {% else %}

    {{ticket.assignee.first_name}}​

    {% endif %}

    Hi {{ticket.requester.first_name}},

    We care about your experience with our Customer Support team. We'd love to hear your thoughts about your experience with {{ticket.assignee.first_name}} in helping you with your request. Please take a moment to answer one simple question by clicking either link below:

    {{satisfaction.rating_section}}

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