Reduce amounts of tickets by showing articles BEFORE opening a ticket

2 Comments

  • Amy Gracer
    Community Moderator

    To make sure I understand, you want to make sure that when they read at least one article before they submit a request?

    In other words, the built in functionality of displaying matching articles as the user types the ticket subject is insufficient. You don't want to allow them to see the link until they read an article.

    I can't think of a way to do exactly that, but what you could do is hide the Submit a request link from the menu. 

    1. In your theme, Edit Code, and then open Templates > header.hbs
    2. Find the line {{link 'new_request' class='submit-a-request'}}
    3. Comment it out as follows: {{!--{{link 'new_request' class='submit-a-request'}}--}}

    Now the link will be hidden from the address bar and not as easily accessible.

    The Copenhagen theme by default includes a "Have more questions? Submit a request" link at the bottom of each article page. Code snippet from articles.hbs, below

    This at least encourages your users to read an article before submitting a request. 

     

    <div class="article-more-questions">
    {{request_callout}}
    </div>
    <div class="article-return-to-top">
    <a href="#article-container">
    {{t 'return_to_top'}}
    <svg xmlns="http://www.w3.org/2000/svg" class="article-return-to-top-icon" width="20" height="20" focusable="false" viewBox="0 0 12 12" aria-hidden="true">
    <path fill="none" stroke="currentColor" stroke-linecap="round" d="M3 4.5l2.6 2.6c.2.2.5.2.7 0L9 4.5"/>
    </svg>
    </a>
    </div>

     

     

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  • kecco

    Thank you yes you got it right. I will test those and give you a feedback. Cheers

    0

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