Web widget is missing css and classes so that helpdesk articles show up badly


  • Nicole - Community Manager

    Hi Sebastian - Thanks for your feedback. I have reached out to the appropriate product managers to make them aware of your feedback and to see if someone can respond to your concerns.

    Regarding the sense that you create a post in feedback and "nothing ever happens," I can understand why it feels that way. We are working with the product teams to find a better way to collect, communicate, and respond to customer feedback, as the current process clearly hasn't scaled well. The reality is that we receive hundreds of unique requests every month, and can only act on a dozen or so at a time. We have to ruthlessly prioritize requests, and frequently the most business-critical ones that impact the largest number of users are the ones that make it to the top of the list. Roadmaps are often set 12+ months out, so feedback collected in the forum doesn't have a quick turnaround. But we do aggregate requests and pass this information through to the product teams when they're going through planning, and as I said I've made sure to send this post along.

    If others have similar needs, please upvote Sebastian's post and share your details, examples, and use-cases in the comments.

  • Gorka Cardona-Lauridsen

    Hi Sebastian

    Thank you for your precise and very justified feedback! 

    I'm the Product Manager working with the theming experience for Guide and we are aware of the problem and looking at it with the Web Widget team. I can't give you a timeline on this, as Nicole explains we have many competing priorities, but I would just let you know that we have taken note.

  • Ashley Doyle

    Hi Sebastian. Great post!

    While Gorka et al work on the resolution to this issue, any potential work-around will most probably depend on your JavaScript knowledge and experience.

    I'm envisioning something along the lines of:

    • Identify nearest element with a class or id assigned (ID would be better, but take what you can get I guess);
    • Work your way down the child elements with the "nth-of-type:" selector until you hit the one you want;
    • Use the "addClass" or "setAttribute" functions to assign either class or id as required.

    setAttribute might be the better way to go (my JS is a little rusty). Hopefully I was able to steer you in the right direction while the proper fix is implemented. Best of luck.


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