Contextual help on web widget is not working



  • Brad Ladwig

    Hi Lucia,

    Sorry for the confusion.  It looks like the reason contextual help is not working for you is because your help center is private.  The basic requirements for using contextual help are:

    Essentially, contextual help can only be used in a help center without restricted content.  More details can be found in our resource About Contextual Help for Web Widget.  I hope this at least helps explain the behavior you are seeing.

    Have a great day!

  • Lucia N.

    Hi Brad,

    Thank you for your feedback but we already know that we need a private help center for using contextual help.

    We wanted to have a private help center with contextual help in the widget and we found the answer in this article Using restricted Help Center content with the Web Widget 

    I think the problem may be in this condition:

    "Visitors to your website who are logged in can read the restricted Help Center articles via the Web Widget. Note that the customer site in which the Widget is embedded is responsible for authentication of a user's email."

    Can you please help me in understanding what we should do to make it work ?

  • Brad Ladwig

    Hi Lucia,

    I'm going to create a ticket for you so we can discuss this further.  I'll be in touch shortly.


  • Ashley Jean

    I have the same use case that I would like to set up for my logged in users to get contextual article suggestions from a restricted help center in the web widget. Were you able to get this to work? If so, what steps would you recommend I take?

  • Brett Bowser
    Zendesk Community Team

    Hi Ashley,

    Have you had a chance to review the following article? Using restricted Help Center content with the Web Widget

    You'll need to do some additional configuration with your Web Widget as well as add additional snippets to your widget code.

    If you run into any issues let us know :)


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