Adding EndPoint for Breadcrumbs and First Paragraph for Web Widget Visibility
Currently, Guide help articles served within the Zendesk Web Widget only have the visibility of the article title. Within the Zendesk external Help Center, end users who search for articles are able to see the breadcrumbs showing article placement and first paragraph/line of text. If end users would have more ability to see the help articles within the web widget, there would likely be increased click through and self service.
Situation: End users cannot preview any articles served within the Zendesk web widget. There is NO current end point or way to alter the web widget code to allow for this option.
Business Impact: With current use case, our external customers are currently able to search for help articles only as authenticated and within our application's web widget. As they move quickly, they search for topics but only see the title of the article without a preview. This leads to decreased click through and self service--which increases business cost, longer response time for the customer, and increased frustration from agents and customers.
Potential Workarounds: We do use the Help Center Suggestions, Top Searches, etc but this doesn't answer really answer the need.
Enhancement Request: If the Help Center API could be expanded to include breadcrumbs and the first paragraph (Or even first 10 words?) for some type of preview inside the web widget, this would provide us a more flexible way to show our customers the content of the articles.
We appreciate you for sharing your feedback and feature request! Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!