Situation: As a business, we will be embedding our Web Widgets in our in house applications. Within these applications, we will be using the search for help center articles and serving them inside the application using the web widget to create a more seamless experience for our users. Unfortunately, the Chat visitor path that would show the Support Agent which articles were viewed by the customer is not available to our Support team as the application is other than the ZenDesk Help Center.
Business Impact: Not having the ability to view this path limits our Support Agents. They will likely serve up help center articles to our customers that have already been viewed increasing customer frustration. Our goal as a business is to be intuitive, extremely helpful, and very efficient. Not being able to source this data when a customer is already having challenges and reaching out for help negatively impacts our business and increases Support Agent time to handle tickets unnecessarily.
Current workaround: We do not have one.
What we would rather have: The ability to allow have the Chat Visitor path show up in the Agent Workspace regardless if it is routed through the help center or another application. If this it is not possible to change the native functionality of ZenDesk, then to somehow allow the API or an integration to enable a solution.
Thank you for considering our request.
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