Launching the new help widget - early access

Hi everyone,


We’re super excited to launch a new version (beta) of the feedback widget this week. With the new help widget, you can:


  • Embed a branded contact form on your website or product.
  • Show solution articles wherever your users are.
  • Optimize for deflection, by guiding users to solution articles before they reach out to you.




And that’s not all. Beyond just a simple contact form, the new widget can actually help you understand when your customers are frustrated. 


For instance, if a button on your site isn’t working, and a customer is clicking on it many times hoping it’d work, the widget can popup and ask if they need help. We’re also planning to add more signals to determine if customers are frustrated on your website (like, when they scroll up and down a couple of times, clearly looking for something). If you’ve got ideas on more signals we can add, we’d love to know!


Over time, this widget will evolve to support bots, and provide options for you to include other channels (like chat) as well.



If you'd like to give the beta a shot, please leave a comment below. Just so you know, when we enable the beta: 

  • Your existing popup feedback widgets will continue to work, but you'll no longer be able to access the settings for it from Admin. 
  • Your existing embedded feedback widgets will work, and you'll be able to create new embedded widgets from a renamed section in Admin called Feedback form.


Shankar


19 people like this

Hi Simon,


Sorry - we're working on adding multilingual support to the widget. You should see it in a couple of months.


On the old feedback widget positioning issue - I believe Akhila from our team is in touch with you to help you out. Please let me know if you still need help.


Hi Ady, 


Just sent you an email with details we need to look into this.


Everyone else,


I've enabled the widget in your accounts. You can try it from Admin > Widgets

Hello Shankar!
Hope you are doing well.


Can you enable the feature for us?

https://lumapps.freshdesk.com


Have a nice evening!

Best

Antoine,


We've enabled the new Help widget to your account. You can try it from Admin > Widgets. 


Cheers!

Hi,


Is it possible that this widget has the ability to show solutions, when I choose that my support portal has not the ability to show solutions if you are not logged in. Because I have a program based on html which only can be approached when you are logged in, so it is blocked for outstanders. And my customer portal is blocked for outstanders, so that my manuals are not public.


Thanks


Christian

Hi Christian,


Thank you for the feedback - we're thinking about disconnecting the login settings for the portal and the widget. 



Hi Shankar,


Could you please enable this on https://pocketmags.freshdesk.com?


Regards,

Lokesh R

Please sign us up for the BETA release!


Thx!

@Lokesh @Datastreams Support, We've added the new Help widget to your accounts. Please give it a try and tell us how you like it :)


Cheers!

Is there anywhere we can find updates / documentation on the widget beta? What's the roadmap, what's coming next, where can we report errors, etc?

Hi Team,

Can you sign us up as well for the beta  vamaship.freshdesk.com

Thanks

Hi Morten,


You can read about everything the help widget does in this solution article. While we do not intend to publish a public roadmap, here's what we're working on next:

  • prefill and hide APIs so you can automatically fill in fields like the name of your customer, their email, a dropdown or other fields
  • multilingual support, and more.


Please follow product updates in the community to stay on top of what we're shipping. You can either report issues and errors here in this thread or email: support@freshdesk.com


Hi Deepak, 


Just enabled the help widget in your account. You can go to Admin > Widgets and set up your first widget :)

@Shankar can you enable this option for our account? freedavitamins.freshdesk.com


Thanks

Done, Daniel :)

Hi @Shankar 


Can you enable this option for our account? dekkpro.freshdesk.com
Thanks in advance!

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