Provide option to suppress keyboard popup on 'show'. about sunshine-conversations-ios HOT 5 CLOSED

Hi William,

Thanks for the feedback! What type of support messages does your team typically receive from your users, could they be resolved by an existing KB article? Do you want to clearly expose "Message an Agent" for cases where people couldn't find a resolution through the KB?

Also, I'd prefer the logs and events are attached directly to the Zendesk ticket.

Do you mean you prefer having to attach your raw logs and events as a text file to the ticket? Or do you mean the SupportKit Console URL? What could we improve on the SupportKit Console to meet your needs?

If you prefer, we could privately connect through email: [email protected]

Cheers,
Edward (Product Manager for SupportKit)

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As an end user I find it annoying to be forced to comb through a knowledge base first when I want to contact support. So we always put our "contact support" links and buttons prominently on the top page or screen of our help sites/systems.

I want a permanent record of the logs attached to the Zendesk ticket. The events can stay in SupportKit.

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Understood. In the past we had the "Message an Agent" visible and the keyboard down, but we found that users were seldom using the KB search. With the current version with search focused and keyboard up, we see a 3x increase in KB searches and article views. In addition, users are still filing tickets as many as before.
But as you mentioned, there are probably some users who do not need to search the KB at all, e.g. someone who just wants to leave feedback. I'll make the design and engineering team aware of this issue.

As a work-around, you could use our Recommendations API to have the "Message an Agent" button visible when SupportKit launches. This API allows you to contextually recommend and show KB articles to your users.

As for the logs, we currently can't attach it directly to the ticket due to restrictions on the Zendesk APIs.

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Thanks Edward.

From: Edward Chan <[email protected]mailto:[email protected]>
Reply-To: radialpoint/SupportKit <[email protected]mailto:[email protected]>
Date: Wednesday, July 2, 2014 at 1:43 PM
To: radialpoint/SupportKit <[email protected]mailto:[email protected]>
Cc: Jason Williams <[email protected]mailto:[email protected]>
Subject: Re: [SupportKit] Provide option to suppress keyboard popup on 'show'. (#5)

Understood. In the past we had the "Message an Agent" visible and the keyboard down, but we found that users were seldom using the KB search. With the current version with search focused and keyboard up, we see a 3x increase in KB searches and article views. In addition, users are still filing tickets as many as before.
But as you mentioned, there are probably some users who do not need to search the KB at all, e.g. someone who just wants to leave feedback. I'll make the design and engineering team aware of this issue.

As a work-around, you could use our Recommendations APIhttps://supportkit.zendesk.com/hc/en-us/articles/201900704-Recommendations to have the "Message an Agent" button visible when SupportKit launches. This API allows you to contextually recommend and show KB articles to your users.

As for the logs, we currently can't attach it directly to the ticket due to restrictions on the Zendesk APIs.

Reply to this email directly or view it on GitHubhttps://github.com//issues/5#issuecomment-47825910.

!SIG:53b4610254887800010610!

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As of v2.1, SupportKit now displays the "Messages" button above the keyboard while searching (if there are no recommendations)

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