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Replies posted by shankar.ganesh

144 Replies

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shankar.ganeshContributor

Launching the new help widget - early access

Hi Mike,Thank you for the detailed feedback :)1. You're right - the older experience was better. We'll take this up and bring this experience back in a future update :)2. We are aware of this and we're thinking of limiting the number of articles that show up to just 3. This way, the "contact us" option would appear even if you didn't scroll. I believe the intention of a lot of people when they open the widget is to search for help, so this does not hinder the experience.3. Right now, fields show up in the widget only if you've marked them as 'display to customer' and 'customer can edit'. I understand this is misleading. We'll see if we can do something about this.

shankar.ganeshContributor

Launching the new help widget - early access

Hi Vladimirchebanenko,Thank you for the feedback. We'll start working on this in about five weeks. Hi Ragu and Lizier,The widget is now available in your accounts.

shankar.ganeshContributor

Launching the new help widget - early access

Hi Vladimirchebanenko,We plan to end the beta by mid August - that's when we'd be shipping the widget to all new Freshdesk signups. We're working on prefill APIs and multilingual support for the widget - which would be available in the August release. We'll take a while to release it to all existing accounts by default, but if you're looking for multilingual and prefill support, you can try out the widget in August (we can enable it for you if we haven't already).Hi Ed,The ability to prepopulate fields is something we're working on. It should be out by mid August. On updating the Help icon - that's not something we're considering at the moment.Hi Raguram,We don't have the option to increase the height now, and it's not priority at the moment. We're working on implementing prefill APIs and multilingual support, like I mentioned about.

shankar.ganeshContributor

Launching the new help widget - early access

Ragu,We'll start working on the screenshot option after September. Should take a couple more months to release it.Vladimirchebanenko,We'll see if we can make the send button sticky - it's a good suggestion. The new widget will also have similar methods - we're in the process of documenting these. And I'll share the documentation link in a couple of weeks.

shankar.ganeshContributor

Launching the new help widget - early access

Hi Vladimirchebanenko,We'll consider having the name field open only when a new email address is entered in the default requester email field. However, we wouldn't be able to bring this functionality to custom fields. Freshdesk now supports multilingual ticket fields, and this feature is available in the latest Estate plan. The help widget is yet to support multilingual ticket fields, but we're working on it and this should be out by August.Hi Sophia,Your account is on beta. Please go to Admin > Widgets to try out the new widget, and tell me what you think :)

shankar.ganeshContributor

Launching the new help widget - early access

Hi there,We're working on documentation, and it'll be published soon. We've worked on prefill, hide, clear APIs for the widget.We'll work on the option to set certain solution articles to appear in certain pages, in a few months.

shankar.ganeshContributor

Launching the new help widget - early access

You'll see the ability to include their name and email address (using the prefill API), some time this week, on the documentation.

shankar.ganeshContributor

Launching the new help widget - early access

Hi Vladimirchebanenko,We are working on bringing multilingual ticket fields support for the widget. By August end, the widget will support multilingual ticket fields.Hi Sophia,Not in the near future, Sophia.

shankar.ganeshContributor

Launching the new help widget - early access

Hi Simone,Just making sure if I understood this right - are you talking about opening a solution article directly when your customers click on the 'Help' icon?

shankar.ganeshContributor

Launching the new help widget - early access

Hi Ed,The Javascript APIs we've built include options to prefill andhide fields. We're definitely publishing documentation on how you can use them next week - sorry this is taking longer than expected.Hi Simone,This is my understanding of what you're asking: 1) you'd like to display a solution article/many articles when someone clicks on a link on your website2) you'd like to show the contact form that appears in the widget when someone clicks on the widget's help icon.My suggestion would be to create a new widget where you've enabled both solutions and the contact form. You can embed this code in your website and use our hide API to hide the widget.You can have two icons on your website - one for triggering the widget to appear and then open, which will display the knowledge base articles directly. Another icon - to trigger the contact form to open using the Javascript API we provide. These APIs are yet to be released - some of them are coming next week but the rest, we plan to work o

shankar.ganeshContributor

Launching the new help widget - early access

Hi Ashlyn,You can use the Freshchat SDK in your app, and get certain articles to be displayed based on tags. Here's the documentation that will help you integrate the SDK with the app:https://support.freshchat.com/support/solutions/161149Hi Martin,Your Freshdesk account is now on the beta :)

shankar.ganeshContributor

Launching the new help widget - early access

Hi Jamie,Your account is on the beta now :)

shankar.ganeshContributor

Launching the new help widget - early access

Hi Vladimirchebanenko and everyone,The API documentation is available here:https://developers.freshdesk.com/widget-api/Please play with the APIs and send us your feedback!

shankar.ganeshContributor

Launching the new help widget - early access

Hi Simone,Understood. Reaching out to you to schedule a call.Hi Virgil, We're going to be working on it, after August.Hi Slavelle,I've added the help widget to your account. You can go to Admin > Widgets to try it out :)

shankar.ganeshContributor

Launching the new help widget - early access

Hi Virgil,We're working on limiting the number of articles that show up, so that the contact button isn't hidden. This change should roll out soon. Hi Clarence,Just did. You can try it out from Admin > Widgets.

shankar.ganeshContributor

Launching the new help widget - early access

Hi Clarence, That's a great suggestion - something we've never thought of before. I'll add it to our ideas list :)Hi Lukasz,The help widget is now available in your account - try it out and tell us what you think :)

shankar.ganeshContributor

Launching the new help widget - early access

Hi Maksim,You can try it out from the Admin section in your account now :)

shankar.ganeshContributor

Launching the new help widget - early access

Hi everyone,Some of you had mentioned that the contact form option is hidden in the widget's homepage when it displays both solution articles and the form. We've now made a change to fix this experience. If you choose the 'neutral' mode, we'll just show three articles, and the contact option will be visible. Your users don't have to scroll to find it :)If you choose the 'optimize for deflection' mode, the widget will show five articles.

shankar.ganeshContributor

Launching the new help widget - early access

Hi Becky and Thanawat,The widget is now available on your accounts.Hi Beverly,We plan to include the screen capture option in September :)

shankar.ganeshContributor

Launching the new help widget - early access

Hi Mark, it's done!

shankar.ganeshContributor

Launching the new help widget - early access

We're going to be working on that Virgil. Can I reach out to you to show you some ideas we have around how we can help you achieve that?

shankar.ganeshContributor

Launching the new help widget - early access

Hi Virgil, I'm already in touch :)Hi Mark and Lenka,The widget is available on your accounts. Do try it out and tell us what you think :)

shankar.ganeshContributor

Launching the new help widget - early access

We're working on it, Vladimir. You'll see it coming live soon :)It's currently being tested.

shankar.ganeshContributor

Launching the new help widget - early access

Hi Vladimir,That should be possible - we'll have a JavaScript API that will allow you to set the language in the widget. Hi Mahmud and Scott,The feature is now available in your accounts. You can refresh your Admin page and start creating a widget :)

shankar.ganeshContributor

Launching the new help widget - early access

Hi Scott,We were thinking of adding an option "Hide launcher by default" in the widget configuration page in Admin. When this is enabled, we'll make sure to not show the launcher. You'll have to manually force it to appear whenever you'd like using the widget's open API. Would that help?We'll think about having events for communicating when the widget is closed.Shankar

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