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mitodl / mitxpro

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Contextual help in Zendesk widget #1720

Closed odlbot closed 4 years ago

odlbot commented 4 years ago

As a learner, I'd like to be served contextually relevant FAQ articles, so that I can resolve my own questions without submitting a support ticket.

The ZenDesk help center already has articles on most of the FAQs. But the current widget isn't doing a good job of finding them. We think it would help to explicitly set the URL the widget is sending, particularly in single-page situations, like the checkout page.

Zendesk documentation can be found here: https://developer.zendesk.com/embeddables/docs/widget/help_center#helpcentersetsuggestions

(from https://github.mit.edu/xpro/xpro-issues/issues/128)

┆Attachments: #1601 asadiqbal08/Utilizing search param in zendesk help widget

odlbot commented 4 years ago

➤ Peter Pinch commented:

Here is a specific example.

  1. Go to the checkout page for the Data Science course ( https://xpro.mit.edu/checkout/?product=108 )
  2. Open the Help widget and type "CEU" (short for continuing education credits -- a FAQ)
  3. The widget returns multiple articles with the same title -- because there's one for each course and the web widget doesn't know which course you are looking at, because the checkout page is a single-page app.
odlbot commented 4 years ago

➤ Peter Pinch commented:

I got some clarification from the customer support team.

They think it would be more valuable to pass a search string to the ZenDesk widget, with the value being the title of the current course or program.

I suggest that we try this first in the catalog template and see how/if it improves the default behavior of the widget.

A good test case would be https://xpro.mit.edu/courses/course-v1:xPRO+DSx/

Currently, when you open the widget, the first item is "Who teaches the courses offered by MIT xPRO?"

After we start passing a search parameter with the title of the course, the first item should be "Are there any prerequisites to enroll in this course? How in-depth does my knowledge of statistics have to be?"

odlbot commented 4 years ago

➤ Asad Iqbal commented:

can we add any Acceptance criteria's for this one?

odlbot commented 4 years ago

➤ Asad Iqbal commented:

let me confirm, is it catalog page or the detail page ? I believe it would be the product detail page.

odlbot commented 4 years ago

➤ Peter Pinch commented:

You are correct, for example https://xpro.mit.edu/courses/course-v1:xPRO+QCFx2/ and https://xpro.mit.edu/programs/program-v1:xPRO+SysEngx/

I'll update the checklist to be more clear.