Reduce amounts of tickets by showing articles BEFORE opening a ticket
Hi, I am trying to find an answer to this but I cannot find it. I am new to this, still on a trial.
I would like to make the Helpdesk show related articles before the opening of a ticket.
I find people don't read articles because they have an easy "submit a request" or "open a ticket" button. I would like to hide that button behind the articles and FAQ, so people have to go through some of it before they can actually open a new ticket.
So ideally, they type the question and they receive all the related articles, if they don't find the answer, THEN they can submit a request.
How can I achieve this?
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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.
- In your theme, Edit Code, and then open Templates > header.hbs
- Find the line {{link 'new_request' class='submit-a-request'}}
- 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> -
Thank you yes you got it right. I will test those and give you a feedback. Cheers
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