Customizing Contextual Help Suggestions in Zendesk
Can I customize the articles suggested by Contextual Help?
Yes, you can customize the suggested articles if the default URL-based suggestions aren't useful. Use the SetHelpSuggestions API method to override the search results and specify which articles to display.
This allows you to have more control over the suggestions, especially if your URL paths don't naturally lead to relevant articles. For more customization options, refer to the Web Widget (Classic) Developer Documentation.
More related questions
How do I enable Contextual Help in Zendesk's Web Widget (Classic)?
To enable Contextual Help, ensure you have public help center content and the Web Widget (Classic) installed on your website. Then, in the Admin Center, click the Channels icon, select Classic > Web Widget, and toggle on the Help Center and…
How does Contextual Help determine which articles to suggest?
Contextual Help suggests articles based on the URL of the web page the user is on. It uses the part of the URL after the hostname to search your help center and displays the top three results as suggestions. For example, if a user is on…
Does Contextual Help search article labels in Zendesk?
Contextual Help does consider article labels when determining suggestions. However, if the URL doesn't include relevant terms, the expected articles may not appear. To ensure specific articles are suggested, you can use the SetHelpSuggestions API…
Why are only three articles suggested by Contextual Help?
Contextual Help in Zendesk's Web Widget (Classic) is designed to show the top three articles based on the URL search. This limitation is in place to keep the suggestions concise and relevant. If users need more information, they can use the search…
Can I specify a specific article to always show in Contextual Help?
Yes, you can specify a particular article to appear in the top suggestions by using the SetHelpSuggestions API in your web widget code. This allows you to ensure that certain key articles are always visible to users, regardless of the URL they are…
Why doesn't Contextual Help refresh with page navigation?
If you're using a Single Page Application (SPA), the widget may not refresh automatically with page navigation. SPAs typically don't trigger a full page refresh, which is needed for the widget to update. To address this, you can manually trigger a…
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