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context sensitive help

Related products:Freshdesk
  • November 3, 2014
  • 6 replies
  • 13 views
C
Apprentice

Does the knowledge base support context sensitive help for web-based software applications?

6 replies

A
Contributor
  • arjun.paliath
  • Contributor
  • November 10, 2014

Corinne,

Can you help me with your use case? 

Freshdesk supports a feedback widget which can be embedded on to your website or webapp. The feedback widget currently suggests an auto suggestion of solution articles based on the keywords present in the "Subject".

I hope this solves your requirement.

P
Contributor
  • petey
  • Contributor
  • April 23, 2018

Hi Arjun -- does the feedback widget provide contextual help from the website on the widget as well? 

aravind.sundararajan
Skilled Expert
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Hello Chris,


Feedback widget enables users to submit support requests directly from your website. It is more of a support request form with smart knowledge base suggester. Although there isn't a direct way to setup contextual support using the widget, I can think of a workaround that fits in for the requirement.


1. Populate your support portal with solution articles related to each item that you would want to educate users on the site.


2. Embed the feedback widget form on your website


3. Create a ? or help button and place it next to the elements where you'd like to provide more context for the users. Define an on-click event that would trigger the feedback widget and populate the subject field with contextual information. This would ensure that the feedback widget lists the related solution articles for the user.


References:


To pre-populate feedback widget form fields with website data : https://support.freshdesk.com/support/solutions/articles/154064-pre-populating-feedback-widget-form


Cheers!





Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
P
Contributor
  • petey
  • Contributor
  • April 23, 2018

Thanks Aravind! This isn't as sophisticated as what HelpScout's Beacon 2.0 allows, but it's a good thing to know. 

K
Community Manager
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  • karthik.kumarCommunity Manager
  • Community Manager
  • March 10, 2020

Hello Corinne & Chris,


We've launched a new help widget from Freshdesk. With the help widget, you can support your customers right on your website. You can lead with self-service by showing solution articles - and also display a contact form for your customers to submit their questions.


You can pick specific articles to show up on the widget and provide contextual help for customers, based on the web page (URL) they're currently viewing. Click here to learn more. 


You can also show a specific solution article on the help widget when customers click on a certain button. Click here to learn more

 

Hope this helps,

Karthik

V
Community Debut

Hello All,


As mentioned by Karthik, please do give our our Helpwidget a spin and share your feedback. 


Cheers! 

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