Here is the problem I am trying to solve:
I create and maintain a product manual using professional authoring tools to create a set of web files (HTML, JS, CSS), which I host on a server. This tool allows for creating sites with indexing, searching, etc, so it's great for building product manuals.
We also use Zendesk Help Center for things like FAQs and troubleshooting for common problems. Because it's never a good idea to host the same information in multiple places (because they might get out of sync), in many cases, the ZenDesk article just contains a link to one of our manual pages, which answers the question.
The problem with this approach is that we lose a lot of feedback potential. When a user finds the ZenDesk article and clicks the link to open the relevant section of our manual, it opens in a new tab. So this is what I imagine is happening:
1. The user goes to ZenDesk and finds the article related to their problem.
2. They click the link in the article that opens the relevant section of our product manual.
3. They read the product manual and solve their problem.
But, because the information that solves their problem is not in the article itself, there is no reminder to leave a comment, or to click on the "Was this article helpful?" button. They most likely just close the browser at that point and move in with their day.
So we're losing a lot of potential feedback data, and that's the problem that I am trying to solve. Does anyone have any thoughts or insight?
I thought of a potential solution, but I'm running into ZenDesk limitations. My idea was to embed a frame with our product manual inside the article itself. I read the relevant documentation and was able to accomplish this.
The issue I'm running into is that, no matter how big I specify the size of the frame, ZenDesk limits the amount of space that the article can use. So for example, I specify that the frame should be 1400px x 900px. When I am editing the article, the frame looks that size. But when I save the article and view it in the Help Center, its size is greatly reduced. By using the Chrome Inspector tool, I can see that the frame is within a div called "article-content". No matter how big I size the frame, the "article-content" div is always 685.79px x 951.33px. Is there a way to override this limitation?
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