Direct Link to Help Center from Web Widget

10 Comments

  • Elizabeth Washington
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    Yes!  I completely agree with this need. Is this something that is possible now or via customization of the widget?

    3
  • David Straus
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    Absolutely!!!  As a user, If I don't find the article I want, I have to be smart enough to figure out that I need to search and find ANY article AND THEN view the full article, in order to get to the full help center.  

    This is kinda crazy and basic.  

    3
  • Alma j Parrish
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    full  help center

    1
  • Nicole Waxmonsky
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    It would be great to have this capability considered as an addition!

    2
  • Daniel Aron
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    Hi guys, can you elaborate further on what you see as the limitations of the Help Center in the Widget that necessitates clicking through to the "full Help Center"? Andee mentions "...to be able to browse articles, access the community, etc" so is the main thing missing the ability to browse articles via the table of contents rather than search? Do you have any concerns about visitors leaving the context of their journey (e.g. a particular step in completing a transaction on your site) when they click out and open the Help Center in a new browser window/tab?

    1
  • Elizabeth Washington
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    Hello Daniel,

    A link to the full help center would allow us to 'promote' the help center concept a bit more and allow the user to investigate what type of information is available to them instead of having to have a specific need or question. Additionally, sometimes users don't know how to phrase their question or know the correct key word to search on. Access to the entire help center allows them to browse and find what they need.

    Thanks, Elizabeth

    4
  • Taylor Barnett
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    This feature seriously needs to be added. All we would like to see is a simple button (maybe at the bottom of widget), that opens the entire Help Center. Sometimes users may not find what they're looking for, so they just want to peruse the entire site. Also, we want to promote our site as a self-help center, which is so hard to do when users have to find a specific article and click "View full article". This seems like such a simple fix, I hope we see this soon.

    4
  • Sara Gard
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    I agree 100%.  I am really surprised this isn't currently possible.

    There is already a link in the widget to zendesk.com for non-enterprise users.  A link in the widget to subdomainname.zendesk.com/hc/ as well or instead of would be really helpful to us and our users.

    We have considered a couple work arounds one being to use the api and create our own icon that would open a dialog that had a link to the full help docs and another link to init the web widget  -- but that would require a bit of development time on our part for something that should already be a feature.

    Any chance this will be available soon? Thanks!

    3
  • David Lyon
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    I agree, this feature would really help our business. We want to encourage our community to be active on our Help Desk. The Web Widget is the most common entry point for our customers to look for help and it is surprising that there is no easy way to direct the customer to the Help Desk through the Web Widget. There are sections on our help desk which are not returned in the search results and our customers simply don't have the adequate level of visibility of the current feature requests and community discussions. In addition, we use google analytics to track events on the help desk and the pathfinder app to see what searches/articles the user navigated through before submitting a request.

    From a product point of view, I would suggest that there is a configurable button which can be displayed/hidden in the bottom left (to the left of the chat/message button) that offers the user to open the help desk. It would be in a new tab/window to avoid losing the current session. At the very least, for a quick change the zendesk logo could point to the subdomain.zendesk.com/hc/.

    3
  • Perry Gard
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    It seems to me that Zendesk itself does this for their own help. While in Support Admin there is a help button to the far right. When you click it you don't get a web widget but you are prompted to "search our help center". Then you are taken to the help center where you can Browse by Product, go to the Community, etc. In order for our customers to take advantage of all the Guide's capabilities we need a simpler way to get them there. Please help or at least answer.

    0

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