Helpcenter improvements

The helpcenter is really easy to use and looks great. We would love to use it, however, we are missing a few (for us) crucial features:

  1. Possibility to fetch helpdesk articles and categories through the API. 
  2. An easy way to search through articles when I am writing a ticket reply. If someone asks me 'how to rent a car' and we have an article for this, it would be great if I could quickly include the article or a link to the article in my ticket reply. Even better would be if in addition there was an auto-suggest mechanism for this. 
  3. It is not possible to associate 1 article with multiple categories. For example, we have 2 categories: 'Getting started' and 'Car rental'. I want the article 'How to rent a car' in both of these categories.
  4. Lastly, it would be nice if I was able to add meta data to the article for SEO purposes and if I could fetch those through the API as well. 
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  • Thanks for these great suggestions! 

    We will keep you up to date about the developments. 

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  • saskia I noticed you posted about monitoring the date & time a person changed the help Center (& who did it). As this post contains multiple wishes for the Help Center already, I chose to merge your request in this one, to keep all the wishes collected. 

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  • Mark Zijlstra I noticed you wished to copy articles between Help Centers. I choose to combine your wish with this post to centralize all the Help Center wishes. 

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  • Sander Terpstra Almanzo Desmet You both had wishes about personalizing or removing the icons in the Help Center. As this article already contains multiple wishes for the Help Center, I've chosen to merge your requests with this one, to keep more of an overview. 

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  • Mark Walls I noticed your wish to let users comment & follow Help Center articles. I chose to merge it here, collecting all Help Center wishes together, to make sure there are no doubles and the interest in features gets well monitored. 

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      • Tamara Berner
      • Product Specialist
      • Tamara_Berner
      • 4 wk ago
      • Reported - view

       Mark Walls Same goes for your wish to open articles full screen with a link from the widget. 

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      • Tamara Berner
      • Product Specialist
      • Tamara_Berner
      • 4 wk ago
      • 1
      • Reported - view

      Eduard Wustenveld I noticed you had a similar wish, so I merge it here as well ;). 

      Like 1
  • Eduard Wustenveld Same for your post

    "Was this article helpfull" ... doesn't help the writer

     

    At this point a reader can choose between three emojis in a Help Center article to indicate whether an article has helped him/her. But as a writer you cannot do anything with it. To see if someone has clicked on anything at all, you first have to go to the overview of articles in Settings, and scroll down and see for each article whether someone has clicked on something.

    Management reports
    It seems that there is no overview of what I can use as management reporting. It would be useful if to get a global impression with "10x happy 2x mwa and 1x unhappy". This gives me an overal impression of my Help Center. 

    Explanation
    In addition, it would be great if a reader gets the opportunity to given an explanation to it. If an article has not helped someone I would like to hear why not so that the article can be improved. Ultimately, the help center is intended to ensure that as few questions as possible come in by email, telephone or chat.

    Like 1
  • anton ver Noticed you responded in these topics as well, please like and follow this post. 

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  • Does this gathering of requests mean that we can expect some awesome Helpcenter improvements soon? 😍😇

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  • There are two things that are maybe missed while gathering feedback around the Helpcenter. I have added them to the ideas, but I will repeat them in this reply so you have all Helpcenter ideas in one

    1. An option for a SSO would be awesome! That people can go to our Helpcenter (which is password protected) and automatically login because there logged into the admin center in our own software
       
    2. An option for password protected helpcenters to be searchable within a widget if we choose to. At this moment we have two widgets. One for our public website and a widget on the admin section within our own software. It would be great if on the "admin widget" it is possible for admins to browser all knowledge in the Helpcenter from within that widget. Maybe by adding a checkbox in the widget settings that says "It's okay to bypass the login, I only place this widget in a protected environment"
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  • I am looking at Trengo as an option for is and Marks input is really good and valid for us as well. 
     

    What is the status of his requests? It was nearly a year ago he wrote this post.

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