Search support options
- 30 Jul 2024
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Search support options
- Updated On 30 Jul 2024
- 1 Minute To Read
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Whatfix enables you to provide end users with support options if they do not get any search results for their query. These support options enable end users to raise concerns about missing help content. Content creators can view end-user feedback and understand knowledge gaps in their help content.
To configure search support options, use the following steps:
On the Whatfix Guidance dashboard, click Style.
Click Self Help.
- Click Support.
Provide feedback
This feature enables end users to submit written feedback, which content creators can access directly from the Dashboard. This direct communication channel may help decrease the volume of support tickets you receive. It is available to all end users by default and cannot be disabled.
To access a report of the feedback received using this feature, use the following steps:
- On the Whatfix Guidance dashboard, click Guidance analytics.
Click Self Help.
Set the filters for the data you want to see. For more information on Guidance analytics filters, see Analytics Filters - Domain Filter
Scroll to the All The Comments section
your title goes here
The feedback report is updated every day at 00:00 GMT.
Send email
Integrate your email with Explorer. On clicking this option, end users are taken to their default email client.
Use the following steps to enable email support:
In the No Search Results accordion, select the Email support checkbox.
Enter the email address you want end users to write to.
Click Save.
Raise ticket
Integrate your existing ticketing platform with Explorer. On clicking this option, end users are redirected to your ticketing platform in a new tab.
Use the following steps to integrate your ticketing platform in Explorer:
In the No Search Results accordion, select the Ticketing support checkbox.
Enter the URL of the ticketing platform.
Click Save.
Live chat
Integrate your existing live chat application with Explorer. On clicking this option, end users are redirected to your chat application in a new tab.
Use the following steps to integrate live chat in Explorer:
In the No Search Results accordion, select the Chat support checkbox.
Enter the URL that your end users use to access your live chat.
Click Save.
your title goes here
You can also modify the text to be displayed to the end user when there are no search results in the Text section of the No Search Results accordion.
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