Show Help Centre Content thru Website Via API similar thru Mobile SDKs for Mobile Apps

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SFARR1752

Posted May 23, 2023

We're interested in creating a custom website to show support articles, then launch the Messaging SDK from it. Is there a Web API to fetch the content like you can with the Mobile Support SDK API?

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      Christopher Kennedy

      Yes, it's possible to update a ticket with custom field info using the REST API.  Another option to consider - building a Support app that fetches the ride details from your external system and displays them to the agent in the ticket sidebar location.  This can be helpful if there's internal info that the agent needs that doesn't fit neatly into ticket fields.

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      SFARR1752

      Can through the REST API, one populates Ticket Fields rather than User attributes?  This information would be required by the agents to facilitate ticket resolution.  For example the ride details on which the issue is being reported.

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      Christopher Kennedy

      Hey,
       
      There is no Zendesk Web Widget (Messaging) API that will allow you to submit custom field values.  But if you're supplying an external ID on authentication, you can use that value to locate the user in both Zendesk and your external systems in order to update the Zendesk user via REST API.

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      SFARR1752

      Christopher Kennedy We would need to gather info invisibly to the user - the authentication of the mobile number and e-mail address through the JWT authentication and other attributes via an API call that would populate specific custom fields.  Can this be achieved by using the Web Widget (messaging) as opposed to the Web Widget (Classic) mode of communication. Thank You.

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      Christopher Kennedy

      No problem.  In this case you would still present the widget the same way, but the bot flow you configure might gather some info and transfer to an agent rather than suggesting more articles.

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      SFARR1752

      Thanks. This proves very useful. I will discuss this with our development team. As to the chat, how would the Chat widget be invoked in such flow.

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      Christopher Kennedy

      No problem.  I also want to point out that it's possible to retrieve your article content from our Help Center API.  This may be useful for presenting the content on your site outside of the widget.

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      SFARR1752

      Thanks for your message. Yes in fact today we tested within a trial environment the Bot feature and we saw the option to suggest help articles. We still have not tested it in its entirety. We may consider it however in such case I believe the flow would be different to what we intend in the sense that with the bot you first prompt customer to insert issue and then configure suggestion of articles matching the issue. We were planning to show FAQs pertaining to most commonly reported issues and should these not suffice prompt Customer to chat with Support if desired.

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      Christopher Kennedy

      Hello,
       
      The Web SDK for Messaging provides a bot conversation to the user that you can configure.  This conversation can include presenting Help Center articles.  Would this behavior fit your use case?

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