Integrate with Knowledge Base

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7 Comments

  • Ramin Shokrizadeh
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    Hi Kirsten,

    Thanks for sharing your feedback regarding a help center integration. Do you currently use the Zendesk help center or using another service? From your website, it looks like you are using the Zendesk help center.

    Inside of the Support product, are you or your agents using the Answer Suggestion app when working on tickets? Do you see having similar functionality inside the Chat panel?

    Thanks,

    Ramin

     

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  • Kirsten Flores
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    We are currently in Zendesk Help Center, but are considering a new platform for our Knowledge Base. We are currently using the Answer Suggestion app. We want something like that integrated into chat that is customer-facing, so we can hopefully deflect chats/tickets. 

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  • Ramin Shokrizadeh
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    Thanks Kirsten. Have you tried using the Web Widget's contextual help to deflect chat requests? https://support.zendesk.com/hc/en-us/articles/219796887-About-Contextual-Help-for-the-Web-Widget

    Are you wanting something else to further deflect chats if they initiate a chat and ignore the recommended articles?

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  • Bharath Kashyap
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    Hi Team, 

    We have installed knowledge Base search app in Zendesk Chat. Under App Configuration we have used Help center URL. When we search for any articles in Chat it will not display any articles although we have many number of article.

    Following error is seen

      

    Any thoughts on this ?

     

    Thank you

    Bharath Kashyap

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  • Brett - Community Manager
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    Hey Bharath,

    This seems buggy so we may need to dig into this further to determine the cause. I'm going to get a ticket created on your behalf and passed over to our Support team so they can gather some information from you and assist further.

    You should receive a follow-up email shortly after I've created your ticket.

    Cheers!

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  • Jasper
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    Hi Brett,

     

    Has this issue already been resolved? Since we are encountering the same problem.

     

    Kind regards,

     

    Jasper

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  • Christopher Ferlazzo
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    I'm having the same issue.  The Knowledge Base Search app works fine when corresponding Help Center doesn't require sign-in.  Any status on this?  I just opened a ticket and only received assumptions on how the app should behave.  Waiting for confirmation from support.   

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