Deeplinks from Guide articles to native app functionality

7 Comments

  • Kay
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    Hey Phil, good to have you in the community! 👋

    Have I understood your request?
    Have articles inside Zendesk Guide, and put links to a specific webpage from your system


     

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  • Phil
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    Hi Kay,

    We're looking to put links from our articles in Zendesk Guide to specific pages in our apps. 

    This would motivate us to integrate our Help Centre content in our app via the SDK, so that a user viewing an article inside of Guide inside of our app could go to the relevant page directly, e.g. if the article was "how do I place an order?" we would have a link directly to the app's Order page.

    Does that make sense? Happy to answer any other questions or provide other examples.

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  • Kay
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    I think that makes sense. I've seen some companies create this, simply by adding the deeplink to a piece of text in an article. 

    Or is there something you are running against, why this isn't working?

    Here's how that works for Youtube.
    Then you have a URL like this

    youtube://the.youtube.video.url

    I believe Zendesk uses it like this for their own apps as well. If you install the Zendesk Support app on your phone. And then open an agent ticket link in the browser. This ticket link will automatically open the Zendesk Support app and open the specific ticket. 

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  • Phil
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    Hi Kay,

    What would happen if you did not have Zendesk Support app installed? Would the ticket link open in mobile web view instead? Is it a Universal link?

    I suppose what we are really running against is that we only have one version of our Help Centre content, it's not specific to the users context (web vs app) so we are wary of linking people from the web to the app and vice versa, or providing links that potentially do nothing (like if I try to open that youtube url on my laptop). 

    So maybe this will morph into a different feature request; device specific content for help centre - unless that's already possible but I've missed how to do it?

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  • Kay
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    I believe in the case of Zendesk it is a generic URL. And as you visit that URL it detects whether you're on mobile or desktop, then deciding to open the app or to visit the URL. If you don't have the app, there is a 'Open in App' button, which allows you to download the app I believe.

    Device specific content for help centre

    This is should possible with JS

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  • Phil
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    Hi Kay,


    That makes sense for something like a Zendesk ticket which has the same content when viewed on web or in app, but our app pages are different from our web pages, so I don't see how we could use a generic url in our case.

    I have asked a Solutions Consultant about using JS to make content device specific and he told me it was not possible - do you have an example where someone has done this that I could take a look at?

     

    Thanks!

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  • Kay
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    It might be that I understand it wrong, but here's how I would approach it.

    1. Make sure all your content in Guide has the deeplinks in the articles.
    2. In JS for web create an object that contains all these deeplinks (assumption: there are less than 50) and map them to articles
    3. In your theme which is only shown on web, add JS. Check if device = desktop/laptop, if so do a search and replace for these deeplinks, and replace them with the article weblinks.

    Perhaps not the prettiest solution of all, but should do the trick.

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