In this Article
If I run the Reauthorization in Help Center Manager to reauthorize the connection to Zendesk, does this affect Help Center Analytics?
Do I need to set up Analytics in order to record the Yes/No Votes?
How many users can we have accessing the Help Center Analytics?
Why are Zendesk tickets not being created when I have enabled Analytics Feedback to Create a ticket in Zendesk?
Can I use different languages for the Feedback Form?
If I run the Reauthorization in Help Center Manager to reauthorize the connection to Zendesk, does this affect Help Center Analytics?
Reauthorizing Help Center Manager does not affect any of the Analytics data. Only the articles, links and media are reloaded.
Do I need to set up Analytics in order to record the Yes/No Votes?
These are the votes when a reader clicks Yes or No in the "Was this article helpful?" section at the bottom of articles. The votes are loaded from Zendesk using their API so they are recorded separately to the Analytics information. There is no need to set up Analytics in order to see the number of votes for an article. If you want to see any additional information on the votes, you need to set up Analytics.
How many users can we have accessing the Help Center Analytics?
If you have invited more than one user to access Help Center Manager, more than one user can use any read functions and Analytics at the same time without any issues. Refer to Inviting Additional Users to Help Center Manager.
Why are Zendesk tickets not being created when I have enabled Analytics Feedback to Create a ticket in Zendesk?
You can configure Analytics Feedback to create a new support ticket in your Zendesk Support whenever a visitor shares feedback on an article. This is done on the Analytics Feedback by clicking the checkbox Create a ticket in Zendesk for each new feedback item received.
The Create a ticket in Zendesk for each new feedback item received will not work if any of the ticket fields are set as required when submitting a ticket.
This is because the Help Center Manager app calls the API /requests API endpoint to create a Zendesk ticket. The API will fail if any fields that are required when submitting a ticket do not have information.
You can check in your Zendesk Admin Center if you have any fields that are required in tickets. Refer to the following Zendesk Help article Making conditional ticket fields required.
Currently, the only solution is to set all fields as not required when creating a new ticket.
As an alternative, you can track the feedback inside the Help Center Manager app and regularly export it as a .csv file so you can read it, sort it and decide further actions. Unless you receive a significant number of feedbacks each day, this alternative should work well.
Can I use different languages for the Feedback Form?
You can use different languages for the Feedback Form by using dynamic content.
Edit the Feedback Form snippet that you added in the article_page.hbs file and replace each piece of text there with dynamic content.
Refer to the Zendesk guide Providing multiple language support with dynamic content for more information.