Pendo has upgraded the Zendesk Help Center integration experience to use the native Zendesk web widget in the context of the Resource Center.
This article describes how to upgrade from the legacy version of the Zendesk Help Center integration installed in their Pendo subscription. If you're only installing the latest version the Zendesk Help Center integration, refer to Integrate Zendesk Knowledge Base with Pendo.
This is one of three integrations with Zendesk that deploy the Zendesk web widget from the Pendo Resource Center:
- The Zendesk Chat integration launches the web widget live chat feature.
- The Zendesk Help Center integration launches the web widget help center feature.
- The Zendesk messaging integration supersedes both Zendesk Chat and Zendesk Help Center.
You can either deploy Zendesk Chat and Zendesk Help Center independently, or deploy Zendesk messaging, which allows you to embed messaging into your help center.
How it works
The legacy Zendesk Help Center module is rendered in an iframe in the Pendo Resource Center. With the upgrade, Zendesk Help Center is launched in Zendesk's web widget through a Resource Center module. This suppresses the launcher button that's typically generated by Zendesk's web widget.
The new integration has additional installation steps that weren't required in the legacy version.
- The new Zendesk Help Center integration must be added to the Pendo subscription. Contact your Pendo customer success or sales representative to add the integration to your Pendo subscription.
- The new Zendesk Help Center module must be added to the Resource Center
- The legacy Zendesk Help Center module must be removed.
- The Zendesk web widget snippet must be added to the header of your application.
The Pendo Resource Center only supports one help center integration at a time and only loads the first module listed.
Prerequisites
You must have an active Zendesk Help Center integration for your Pendo subscription. You must also have admin permissions to both your Pendo and Zendesk accounts, and a published Resource Center in Pendo.
Additionally, the Zendesk snippet must be installed below the Pendo install script in the page header. Installing the Zendesk snippet without publishing the Zendesk Help Center module in the Resource Center will load the Zendesk web widget launch badge over your UI.
Install
Upgrading the Zendesk Help Center integration is a three-step process.
- The Help Center module must be added to the Resource Center.
- The legacy Help Center module must be removed from the Resource Center.
- The Zendesk web widget snippet must be installed on any page where the Help Center module is used.
If the Zendesk snippet is installed and the Resource Center module isn't published, the Zendesk snippet loads Zendesk's launch button over your UI. If the Help Center module is in the published Resource Center, it doesn't show up in the Resource Center until it detects the installed Zendesk snippet in your application. This install order acts a fail-safe to only show the Help Center module when it's functional.
Step 1. Add the Zendesk Help Center module to the Resource Center
The Zendesk Help Center integration needs to be added to the subscription before the Help Center module can be added to the Resource Center. The Help Center module must be added to the Resource Center and published before the snippet is installed in your application to avoid Zendesk displaying their launch badge until the Resource Center module is added.
- Navigate to Settings > Integrations.
- Find the Zendesk Help Center integration in Knowledge Base integrations and select Edit Integration.
- Edit the Resource Center module details.
- Select Save to Staging to make the integration available in the Resource Center.
- Navigate to Guides > Resource Center.
- Select Add Module and add the Zendesk Help Center module.
- Select Add Modules to save the new module to your draft Resource Center.
Step 2. Remove the legacy Zendesk Help Center module from the Resource Center
- Find the legacy Zendesk Help Center integration module in the list of modules in the draft Resource Center.
- Select View Module Details and delete the legacy Zendesk Help Center module. This doesn't remove the Help Center module from the current published Resource Center. Changes aren't visible until this version of the Resource Center is published.
- Select Push to Staging to promote your Resource Center to staging. As a best practice, you should review the new Resource Center and test the integration in your staging environment.
- Select Push to Production to promote your Resource Center from staging to your production environment. The Zendesk Help Center module is now available in your Resource Center.
Additionally, to change the order of your Resource Center modules or make any other changes, select Manage in My App. You can also apply a segment. The Help Center module is hidden for anyone outside of the segment. The default is Everyone.
Step 3. Install the Zendesk web widget snippet
Zendesk has installation instructions for installing the web widget snippet. The process is similar to installing Pendo through the install script. The snippet needs to be added to the <head> of any page that you want to use Zendesk Help Center. The Help Center module in the Resource Center doesn't load unless the snippet is present on the page.
The Zendesk Help Center snippet must be installed below the the Pendo install script in the <head>. If the Zendesk snippet loads before Pendo, Zendesk loads their own launch button instead of using the Resource Center module.