Two Cent Tuesday: Integrating Social Media into your Support Ecosystem

7 Comments

  • Wes Drury

    I can't offer alot of insight on this topic as we currently don't do this since our Zendesk is for internal users only.  However, I can give some insight on how you can integrate Social Media into your Help Center. 

    Since your Help Center is the first page that you users come to its very important to have the Social Icons visible in your header or footer of your Help Center.  This will also help as some users may not have realized that you had a twitter/facebook/google+ feed.  

    Another great feature of the Help Center (regular plan and up) is that you can customize your Help Center with custom HTML, CSS, and JavaScript/JQuery. This is very useful as like Sam mentioned above Innovolt has a Twitter feed to announce site outages and other support notices.  With a little JQuery code, you can embed your Twitter/Facebook etc feed directly on your Help Center main page. Here is an example:  A user has an issue and comes to your Help Center to submit a ticket however the users sees the Twitter feed and now knows you have a scheduled outage.  Great outcome as a ticket was avoided all because you embedded your twitter feed directly on your Help Center.

    These are a couple of real world examples of how you can easily integrate social media directly into your Help Center.

    1
  • Julie Mendez

    Hi Wes,

    About your note above: "its very important to have the Social Icons visible in your header or footer of your Help Center."

    I couldn't agree more! We are currently using the Copenhagen theme on our site ( https://help.hotschedules.com/hc/en-us ) and I would like to add social media icons to the top menu header (or somewhere in the top half). Something similar to this:


    How do I go about adding social media icons and linking those to our social pages?  This is completely separate from the social media service offered from Zendesk. I just want to be able to link the icons to our social media accounts. I've looked through the posts here and didn't find exactly what I was looking for.

    Any help is greatly appreciated!

    Julie

    1
  • Jessie Schutz
    Zendesk team member

    Hey Julie!

    The social media "share" helper is only available on the article page in Help Center, so it looks like these folks created something custom to get it in their header. Hopefully Wes or another coding guru can hop in to give more insight!

    0
  • Heather Rommel
    Community Moderator

    We would like to embed our Facebook feed onto our KB (HC/Guide) to display to signed in users. I can't seem to find any articles on this. Any ideas?

    0
  • Jessie Schutz
    Zendesk team member

    Hi Heather!

    This is a great question. We don't have any special widget or anything that will generate your FB feed in your Guide, so it'll require using Facebook's resources to get the code and whatnot. I did some poking around for you and found a really helpful article in the FB Dev resources. You can just plug in your page URL and adjust a couple settings, and it'll generate the code for you.It also shows you how to do some more advanced customization as well. That should get you started!

    1
  • Heather Rommel
    Community Moderator

    @Jessie this is great stuff, thank you! That's exactly what I needed. 

    0
  • Jessie Schutz
    Zendesk team member

    Awesome! I'm glad it helped. :)

    0

Please sign in to leave a comment.

Powered by Zendesk