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Zendesk Search Widget

This feature is currently only available for the Classic Zendesk agent interface. Click here for the New Zendesk or to understand the differences.

 

The Zendesk Search Widget allows you to search your ProProfs documentation from within Zendesk. This feature is a great tool for finding helpful documentation when responding to support tickets.

For example, if a customer submits a support ticket with questions about installing a printer driver, you can quickly search your ProProfs documentation, locate the help topic, then reply with the URL of the help topic in the support ticket response.


Step 1 - Enable Zendesk in ProProfs

The first step is to copy a small piece of code from ProProfs.

  1. Log in to your ProProfs account (as an administrator).
  2. Click Settings in the toolbar.
  3. Click Zendesk Integration.
  4. Check Turn on Zendesk Integration to enable Zendesk Integration.
  5. The click on the link to go into the old Zendesk.
  6. Select all text in the Zendesk Search Widget box, then right-click and select Copy.

After you copy the widget code from ProProfs, log in to your Zendesk account.

Step 2 - Add the Widget in Zendesk

  1. Log in to your Zendesk account, and select Settings > Extensions.
  2. Select add widget in the right-hand corner.
  3. From the list of available widgets, select Custom.
  4. Enter the widget information.
  • For the Title, enter "Search ProProfs".
  • For Available for, leave this as is.
  • In the Content text field, paste the code you copied from ProProfs.
  • Select Create widget and then Submit. 
Note: Make sure you change the drop-down menu selection from "Preview widget" to "Create widget."

Add the Widget to a Page in Zendesk

Now that you have installed the Zendesk Search Widget, you will need to add it to a page in Zendesk.

  1. In Zendesk under Views> My unsolved tickets, select a ticket (it doesn't matter which one).
  2. Select  Edit widgets on this page.
  3. A list of available widgets will appear. Select Search ProProfs.

The search widget will now appear on the page.

 

Note: Each Zendesk user will need to add the widget to a page.

How the Widget Works

When you view a ticket in Zendesk, the ticket's title will automatically be passed to the search widget and will return the top ten search results. You can also perform a new search by typing in whatever you want in the search box.

Search Results
  • When you click on a search result, two options will appear.
  • Copy link to ticket - This will insert the URL of the help topic into the ticket.
  • Open in new window - This will open the URL in a new browser window for you to review.