Help desk

A visitor has a problem and writes from the site, with the Need help? button. The request arrives in the Help desk page, tied to that site's project. It is not a ticket: it is a request to read. You decide whether it becomes a ticket, joins a ticket that already exists, or gets discarded.

Turn on the Help desk

The Help desk is off until you turn it on, project by project. A project that is off refuses every request.

1. Open the project Settings and turn on Receive help desk requests from the sites.
2. The project gets a Help desk tab. There you find the steps, the ready-made code for the site and a text to hand to a coding assistant.
3. Write a test request from the site: it shows up within a few seconds.

Only the sites the project allows can write: it is the same list used for errors, Allowed origins in the project settings.

Add the button to the site

The button is a separate file of the JavaScript package: sites that do not use it download nothing more. One line in the page is enough:

<script
  src="https://cdn.jsdelivr.net/npm/@bussolabs/[email protected]/dist/helpdesk.min.js"
  data-endpoint="https://bugs.example.com"
  data-project-id="<project id>"
  data-public-key="<project public key>"
  defer
></script>

• data-endpoint is the address of your CloseYourIt installation.
• The public key is not a secret: it can sit in the page code.
• data-lang picks the language of the texts, it or en. Without it, the page language applies; if it is not Italian, English.
• data-position="left" moves the button to the left. By default it sits at the bottom right.

With a bundler:

import { mountHelpdesk } from "@bussolabs/closeyourit-js/helpdesk"

const remove = mountHelpdesk({
  endpointUrl: "https://bugs.example.com",
  projectId: "<project id>",
  publicKey: "<project public key>",
  lang: "en",
  position: "left",
})

mountHelpdesk returns the function that removes the button. The form has its own isolated styles: the page styles do not touch it and its styles do not leak out. The message can be up to 4,000 characters; the email is optional.

For the other SDK options see JavaScript.

What arrives with the request

• The message, the page it was written from and the browser.
• The writer's email, only if they left it.
• The visit: it is the same one used by errors and session recordings. In the request, Errors in the same visit shows the errors that happened to that person.

No email is ever sent automatically to the writer.

Read and sort

The Help desk page opens on the new requests. Only people with the Manage help desk requests permission on the project see it (see Permissions).

• Search the text and filter by Project or Status.
• A click on the row opens the whole message and the details.
• Turn into a ticket opens a draft with what the visitor wrote. The ticket is created in your name, without the visitor's email.
• If the problem already has a ticket, search the project's ticket and press Link. The ticket shows how many requests stand behind it. Unlink puts the request back among the new ones.
• Discard takes a request out of the new ones: ads, tests, duplicates. You find it again with the Status filter and bring it back with Restore.
• With AI configured, requests that say the same thing show up as similar. Link to the same ticket joins them.

Answer

Write in the Answer box of the request and press Send the answer. The answer leaves by email and stays in the conversation. If the person replies to that email, their reply does not arrive in CloseYourIt.

You can answer only if the writer left an email.

The writer's data

• The email is stored encrypted and erases itself after 180 days. The message stays.
• The writer's network address is not stored.