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Managing Your Help Center Settings

Managing Your Help Center Settings

INFORMATIVE ARTICLES

Setting Up Your Help Center as a Support Channel

Wix Answers lets you decide how, and from where, customers can contact you. In addition to helping customers learn how to use your product themselves, your Help Center can act as a support channel.You can choose if and how you want customers to contact you through your Help Center.Tip:You can also choose for customers to contact you through external support channels (email, Facebook etc). Click an option to learn more:Setting up an email address as a support channelSetting up Facebook as a support channelTo set up your Help Center as a support channel:Hover over Settings  in the side panel.Hover over Help Center.Click Tickets.Click the toggles to enable or disable the following contact options:Article Page: Customers can contact you from under the article:Enabled: The contact option appears when a customers selects No under Did this answer your question?.Disabled: Customers cannot contact you from the article pages.Help Center Footer: Customers can contact you from your footer:Enabled: The contact option appears in the footer of all your Help Center pages.Disabled: The contact option does not appear in the footer.Click Edit under How can your customers contact you? to customize the contact option.Select an option:Submit a ticket via the Answers Contact Form: Customers fill in the form in order to contact you. The form comes with four mandatory fields. Click Add Field to add another field.Submit tickets via an external Contact Form: Customers are directed to your external contact page or form to contact you. Enter the URL of your contact page or form.Submit tickets via Email: Customers are directed to contact you via email when clicking the Contact Us button. Enter your email address.Click Save.

Including and Excluding Articles in Your Help Center

Every article you publish is displayed in your Help Center by default. However, you may want to hide some articles that are not meant for your Help Center. For example, you should exclude articles created specifically for widgets or for internal linking purposes. Select an option to learn more:Display content by languageHover over Settings in the side panel and click Help Center.Click the Advanced tab.Click the toggle next to each language to enable or disable it:Enabled: Content in that language appears in your Help Center.Disabled: Content in that language does not appear in your Help Center.Display content by categoryHover over Settings in the side panel and click Help Center.Click the Advanced tab.Click Edit content visibility on the relevant language.Select Use articles from certain categories.Click the Expand arrow and select an option:Use articles from these categories: Select the categories you do want to use. Content in all categories except those: Select the categories that you do not want to use.Click Save.(If applicable) Repeat steps 3 - 6 for each language in your Help Center.Display content by labelYou can create a label and apply it to any article. Then show or hide articles that have a particular label.Hover over Settings in the side panel and click Help Center.Click the Advanced tab.Click Edit content visibility next to the relevant language. Select Use articles with the following labels under Filter content by Labels.Click the relevant drop-down and select labels to:Include ANY of these labels: Articles are included in the Help Center if they have any of the selected labels.Include ALL these labels: Articles are only included in the Help Center if they have all of the selected labels. Exclude: Articles are excluded from the Help Center if they have the selected labels. Click Save.(If applicable) Repeat steps 3 - 6 for each language in your Help Center.Display content by article typeHover over Settings in the side panel and click Help Center.Click the Advanced tab.Click Edit content visibility on the relevant language.Select Use only the following types of articles.Select the article types that you do want to use. Click Save.(If applicable) Repeat steps 3 - 6 for each language in your Help Center.

Showing or Hiding Help Center Articles with Specific Labels

Labels help you organize your Help Center content. You can set your Help Center to display articles with certain labels and hide articles with others. To choose which labels appear in your Help Center:Hover over Settings in the side panel.  Hover over Help Center and click Advanced.Click Edit content visibility next to the relevant language. Select Use articles with the following labels under Filter content by Labels.Click the relevant drop-down and select labels to:Include ANY of these labels: Articles are included in the Help Center if they have any of the selected labels.Include ALL these labels: Articles are only included in the Help Center if they have all of the selected labels. Exclude: Articles are excluded from the Help Center if they have the selected labels. Click Save.(If applicable) Repeat steps 3 - 6 for each language in your Help Center.

Setting the Authentication and Login Options for Your Help Center

By default, your Help Center content is public and viewable by anyone. You can limit who can access your Help Center and determine the method in which users login. To set your authentication and login options:Hover over Settings  in the side panel and click Help Center.Click the Advanced tab.Scroll down to the Authentication and Login Options section.Click Edit next to Your Help Center is visible to Everyone.Select an option:Everyone: Allow anyone to view your Help Center (default setting).Logged in users only: Allow only logged in users to view your Help Center. Select an option:Everybody: Allow anyone that signs up and logs in to view your Help Center. Only customers that sign up with email addresses at these domains: Allow only users that sign up with email addresses from certain domains to view your Help Center. Enter the domain(s) you want to allow. Note: Press Enter on your keyboard to add more than one domain. Team Members only: Allow only Team Members that you invite to view your Help Center. Learn how to invite team members.Click Save.Click Edit next to Login method is set as Default. Select the method in which users log in:Internal or Social authentication (Wix Answers Default): Users can sign-in using their Facebook, Gmail or email address. Single Sign-On (SSO): Enter the SSO Remote Sign-in URL and the SSO Remote Sign-out URL. Click Save.(If you selected "Everyone" in step 5 above) Click the toggle next to Login option is visible in the header to show or hide the login option in your Help Center's header. (Optional) Click the Ticket submission is available to logged in customers only toggle to enable or disable this feature:Enabled: Customers must be logged in to submit tickets in your Help Center.Disabled: Customers do not need to be logged in to submit tickets in your Help Center. Note:The Ticket submission is available to logged in customers only option does not apply to tickets sent via email, external contact forms, or widgets. 

Bypassing SSO to Log in to Your Wix Answers Account

You can use safe mode to regain access to your Wix Answers account if you're locked out due to an SSO misconfiguration. To log in using safe mode:Enter https://TENANT_SUBDOMAIN.wixanswers.com/account/agents/signin?safeMode=true in your browser address bar. Replace "TENANT_SUBDOMAIN" with the first part of your Wix Answers URL and press Enter.Example:If your Wix Answers URL is https://support.wixanswers.com, go to: https://support.wixanswers.com/account/agents/signin?safeMode=trueTip:If you're unsure of the first part of your Wix Answers URL, email forgotdomain@wixanswers.com for help recovering your account. 

Setting Up Single Sign-On (SSO) for Your Users

You can configure Single Sign-On (SSO) for your Wix Answers account. This enables your users to use the same login form and credentials that they use across your services and sites in order to access your Wix Answers site.Setting up SSO requires some coding on your part, as described below.Integrating SSO with Wix AnswersStep 1: Set Up SSO Login and Logout URLsConfigure the page URLs to which you want your users to be redirected when they click to login and logout from your Wix Answers site. Hover over Settings  in the side panel, hover over Help Center, and click Advanced. Scroll down to the Authentication and Login Options section and click Edit next to Login method is set as Default.(Or navigate to https://<tenant_subdomain>.wixanswers.com/app/settings/helpcenter/advanced/sign-in-method.)Select Single Sign-On (SSO) and provide the following information: SSO Remote Sign-in URL: Enter the page URL that you want your users to be redirected to in order to log in.SSO Remote Sign-out URL: Enter the page URL that you want your users to be redirected to when they logout.Click Save. Step 2: Create API and Secret KeysHover over Settings  in the side panel, click Webhooks & API, click the App Keys tab.(Or navigate to https://<tenant_subdomain>.wixanswers.com/app/settings/tools/webhooks-and-api/api-keys.)Click Add API Key.Enter a name for your API key and click Save.Do one of the following:Copy the API key.Click Reveal Secret and copy the Secret key.Understanding the Wix Answers SSO WorkflowSet up your SSO Login and Logout URLs (see Step 1 above) and create API and secret keys (see Step 2 above).For example:SSO remote sign in URL: https://imagerycloud.com/loginSSO remote sign out URL: https://imagerycloud.com/logoutYour user clicks to login to your Wix Answers site.The user is redirected to your log in page. Before redirecting the user to your log in page, Wix Answers appends a redirect URL parameter to the request. This is the Wix Answers callback URL that tells your system to where to redirect the user after the user has been authenticated.For example:Wix Answers redirects the user to:  to https://imagerycloud.com/login?redirectUrl=<answers-sso-callback-url>Your user logs in using the same credentials they use to login to your other services and sites.Your system determines if the user is authenticated.Once authenticated, your system generates a JSON structure containing the relevant user data. The JSON must include some fields, and may include other fields, as follows:id (required): The user ID in your internal systemWithin Wix Answers, this value is sometimes used and called the "external ID". For example, see Get an SSO User's Information by External ID.email (required): The user's email timestamp (required): The current timestamp (UTC) in milliseconds (Unix time format) firstName lastName displayName profileImage: The full URL to the user's profile image Use the Wix Answers Secret key to encrypt the JSON structure and generate an encrypted SSO token.Append the encrypted SSO token parameter and the API key ID to the Wix Answers callback URL and redirect the user back to Wix Answers.For example:Your system redirects the user to Wix Answers: <answers-sso-callback-url>&token=<encrypted sso token>&key=<api key id>Wix Answers retrieves the encrypted SSO token that was appended to the URL (containing the encrypted user data and the API key ID) and decrypts the SSO token to extract the user data.Your user logs out.If you configured an SSO logout URL in your Wix Answers account: Wix Answers redirects your users to your logout page. Your system can then remove the relevant cookies and log your user out from your other sites or services.If you did not configure an SSO logout URL in your Wix Answers account: The user is only logged out of your Wix Answers site and continues to be logged in to your other sites and services. Code ExamplesWe have compiled the following examples to help you get started:Java code Javascript codePython codeRuby codeC# code

Allowing Customers to Contact You from Articles

Allow customers to contact you from articles they find unhelpful. When enabled, customers have the option of contacting you if they click "No" (not helpful) at the bottom of an article. To allow customers to contact you from articles:Hover over Settings  in the side panel and click Help Center.Click the Tickets tab.Click the Article Page toggle to enable this feature.Click Edit next to Tickets are submitted via the Wix Answers Contact Form then select the contact method:Note: This contact method also applies to the Help Center Footer contact option (if enabled).Submit a ticket via the Wix Answers Contact Form: Customers fill in the form to contact you. Learn MoreSubmit tickets via an external Contact Form: Customers are directed to your external contact page or form to contact you. Enter the URL of your contact page or form.Submit tickets via Email: Customers are directed to contact you via email when clicking the Contact Us button. Enter your email address.Click Save.

Allowing Customers to Contact You from Your Help Center's Footer

You can add a 'Contact Us' section in the footer of your Help Center to make it easy for customers to contact you.Tip:You can also have users contact you by clicking "No" in the article feedback at the bottom of every article. Learn More To allow customers to contact you from your footer:Hover over Settings  in the side panel and click Help Center.Click the Tickets tab.Click the Help Center footer toggle to enable this feature.Click Edit next to Tickets are submitted via the Wix Answers Contact Form then select the contact method:Note: This contact method also applies to the Help Center Footer contact option (if enabled).Submit a ticket via the Wix Answers Contact Form: Customers fill in the form to contact you. Learn MoreSubmit tickets via an external Contact Form: Customers are directed to your external contact page or form to contact you. Enter the URL of your contact page or form.Submit tickets via Email: Customers are directed to contact you via email when clicking the Contact Us button. Enter your email address.Click Save.

Setting Up Your Help Center SEO

Create unique SEO customizations for your Help Center so you can optimize each article and rank higher in search engine results. Define your SEO page titles and descriptions for each component of your Help Center. Get your brand online and make it easy for customers to find answers about your product without needing to submit support requests.  What's more, Wix Answers offers dynamic placeholder text, so you don't have to customize each page title and description individually. Show me the available placeholder textYou can use the following dynamic placeholder text in your Help Center's SEO settings: $COMPANY_NAME: Your company name. $CANONICAL_URL: The canonical URL (e.g. www.wixanswers.com). $CATEGORY_TITLE: The name of the subcategory. $PARENT_CATEGORY_TITLE: The name of the category.To edit your Help Center's SEO: Hover over Settings in the side panel and click Help Center. Click the Domain & SEO tab at the top.  Click Edit next to the relevant language.  Choose a page to manage its SEO settings: Home Page: The main page of your Help Center. Category Page: The Help Center pages that display your categories and subcategories.  Article Page: The Help Center pages that display article contents. Search Results Page: The page customers view when they search for articles then click "See more results." Edit the page's SEO settings: Page Title:  Enter the page title. (Optional) Click the Placeholders icon to add dynamic placeholder text. Meta Description: Enter the meta description. (Optional) Click the Placeholders icon to add dynamic placeholder text. Robots Meta Tag: Click the toggle next to each option you want to enable: No Follow: Tell search engines not to follow any links on the page or convey link equity.  No Index: Tell search engines not to crawl or include the page in search engine results.  No Archive: Tell search engines to not store a cached version of your page. Click Save. Repeat steps 4-6 for each page's SEO settings.

Linking Your Wix Site to Your Help Center

Make it easy for customers to help themselves by linking your Wix site's menu, text, or other elements to your Help Center. Note:This article is relevant for Wix sites using the Wix Editor. If you created your site using Wix ADI, click below to learn how to:  Add links to elements such as text and buttons.  Add links to your menu. Learn more linking your Wix site to your Help Center: From the menu on your Wix site From text on your Wix site From other elements on your Wix siteTip:Learn how to add a Wix Answers help widget to your Wix site. Linking to Your Help Center From Your Wix Site's MenuAllow visitors to reach your Help Center from the menu on your Wix site. To link your Help Center from your Wix site's menu: Access the Wix Editor from your Wix account. Select the relevant menu in the Editor. Click Manage Menu. Click the Add a Link icon  . Select Web Address. Enter the URL of your Help Center (for example, help.wixanswers.com). Select New window or Current window to choose how the link opens. Click Done. Enter the name for your new link. Publish your site once you're ready for the changes to go live.Linking to Your Help Center From Your Wix Site's TextBring visitors to your Help Center when they click text on your Wix site. To link your Help Center from text on your Wix site: Access the Wix Editor from your Wix account. Click the text element that contains text you want to link. Click Edit Text. Highlight the text you want to link.  Click the Add a Link icon . Select Web Address.  Enter the URL of your Help Center (for example, help.wixanswers.com).  Select New window or Current window to choose how the link opens.  Click Done. Publish your site once you're ready for the changes to go live.Linking to Your Help Center From Other Elements on Your Wix SiteLink images, buttons, and other elements on your Wix site to your Help Center.To link your Help Center from elements on your Wix site: Access the Wix Editor from your Wix account. Click the Add icon on the left. Note: To link an existing element, click the element and skip to step 5. Select any linkable element (e.g. image, button). Click and drag the element to any location on your page.  Click the Link icon . Select Web Address. Enter the URL of your Help Center (for example, help.wixanswers.com). Select New window or Current window to choose how the link opens. Click Done. Customize the element and publish your site once you're ready for the changes to go live.

Requiring Customers to Log In to Your Help Center to Submit Tickets

Choose who can submit tickets from your Help Center. Allow anyone to submit tickets, or require customers to log in first. By default, customers can submit tickets without logging in. Note:This option is only necessary if your Help Center is set to be visible to everyone.To require customers to log in to submit tickets:Hover over Settings  in the side panel and click Help Center.Click the Advanced tab.Scroll down to the Authentication and Login Options section.Click the toggle next to Ticket submission is available to logged in customers only.

Limiting Your Help Center to Logged in Users

You can define who can view your Help Center if you don't want it to be available to everyone. To limit your Help Center to logged in users:Hover over Settings  and click Help Center.Click the Advanced tab.Scroll down to the Authentication and Login Options section.Click Edit next to Your Help Center is visible to Everyone.Select an option:Logged in users only: Users must sign up and log in to view your Help Center. Select an option:Everybody: Allow anyone that signs up and logs in to view your Help Center.Only customers with email addresses at these domains: Limit your Help Center's visibility to customers that sign up with email addresses from specific domains. Enter the domains you want to allow, pressing the Enter key to separate multiple domain names.Team members only: Only team members can view your Help Center. Learn how to invite team members.Click Save.Tip:Alternatively, you can allow anyone to view your Help Center, but limit ticket submission to logged in users.

Customizing the Wix Answers Contact Form in Your Help Center

We recommend using the Wix Answers Contact Form when using your Help Center as a support channel. This lets you customize the contact form fields to gain valuable information about your customers and the issues they're experiencing. The custom fields you add can then also be used to prioritize and organize tickets, and provide helpful insights. The more you know about your customers the better your replies will be! Note:You cannot edit or remove the first two fields- Subject and Content.To customize your Wix Answers Contact Form:Hover over Settings  in the side panel.Hover over Help Center.Click Tickets.Click Edit by How can your customers contact you?Select Submit tickets via the Wix Answers Contact Form.Click Add Field.Select an option:Create a new field: Click Create new field.Select the field type.Enter a field name (only visible to Team Members). Enter the field title (appears on the contact form).(Optional) Enter a short description (appears below the title).Enter the remaining field details.Click Create.Select the checkbox next to the new field. Click Add Selected Fields.Add an existing custom field: Select the checkbox next to the relevant field.Click Add Selected Fields.(Optional) Click the toggle  next to the field to make it mandatory.Click Save.

Adding Custom Head Code to Your Help Center

Verify or authorize external services by adding code to the < head > section of your Help Center. Adding head code allows you to use services such as Google Analytics, Google Search Console, or Bing Webmaster with your Help Center. To add head code: Hover over Settings  in the side panel and click Help Center. Click the Advanced tab at the top.  Scroll down to the Custom Code section.  Click Edit next to Add custom head code.  Select the relevant language.  Paste your custom code.  Click Save.Note:Adding custom code to one language does not affect other languages. You must add custom code to each language individually. Check out the examples below for the correct format of your code:ServiceCode FormatGoogle Search Console <meta name="google-site-verification" content="Code from Google Webmaster tools"/> For Bing Webmaster tools<meta name="msvalidate.01" content="Code from Bing Webmaster tools"/>Google Font<link href="https://fonts.googleapis.com/css?family=FONT-FAMILY" rel="stylesheet" type="text/css">If there are spaces in the family name, change every space (' ') to a +.For example:<link href="https://fonts.googleapis.com/css?family=Open+Sans" rel="stylesheet" type="text/css">

Using the Wix Answers Help Center with a Different Ticketing System

With Wix Answers, you can use the Help Center while utilizing a different support system for your tickets. You can do this easily by defining how your customers contact you. You can link to an external contact form or direct your customers to submit tickets using an email address. To set your contact method:Hover over Settings  in the side panel and click Help Center. Click the Tickets tab. Set how your customers contact you:Click Edit under How can your customers contact you? and select an option:Submit tickets via an external contact form: Create an external contact form and then paste the URL in the field. Submit tickets via Email: This allows your customers to contact you by clicking on the Contact button. This opens their default email client to open a new email. Enter the email address where tickets are submitted to. 

Choosing How Tickets Are Submitted Through Your Help Center

You can choose whether you want customers to be able to contact you from your articles or from the footer of your Help Center. With both of these options you can decide how tickets are submitted (e.g., through a form, to an email address).To choose how tickets are submitted:Hover over Settings  in the side panel.Hover over Help Center.Click Tickets.Click Edit under How can your customers contact you?.Select an option: Submit a ticket via the Wix Answers Contact Form: Customers fill in the form in order to contact you. The form comes with four mandatory fields. Learn MoreSubmit tickets via an external Contact Form: Customers are directed to your external contact page or form to contact you. Enter the URL of your contact page or form.Submit tickets via Email: Customers are directed to contact you via email when clicking the Contact Us button. Enter your email address.Click Save.

Customizing Email Templates Sent to Article Followers

Edit the email notifications that followers receive when you resolve a Known Issue or release a Feature Request. Customers become followers of articles when they click "I'm experiencing this issue" or "Vote for this feature" on an article. Tip:View a step-by-step tutorial for using an HTML editor to add text to email templates. To edit the email templates sent to article followers: Hover over Settings and click Email Templates. (For multilingual support) Select a language next to Email Templates in. Click Edit next to the relevant Article Followers email template: Known Issue Resolved: This email is sent to customers when a known issue they're experiencing is resolved.  Feature Request Released: This email is sent to customer when a feature request they've voted for is released.  Enter your Email Subject text. (Optional) Click the Placeholders icon to add dynamic text. Edit the content of the email: Click in the Email Body field on the left to edit your template's CSS. Note: View a preview of your email template in the panel on the right.  (Optional) Click the Placeholders icon to add dynamic text. Click Save. Notes:To disable a notification click the toggle next to the relevant email template. Changing a template in one language does not update it in other languages. Using Dynamic PlaceholdersAdd placeholders to your templates to automatically include content that references existing information. For example, you could include the first name of your customers in every automatic reply. Learn More 

Customizing the Email Verification Template Sent to Help Center Visitors

Edit the email verification visitors receive if they need to login or submit tickets in your Help Center.Setting authentication and login options:Learn how to limit access to your Help Center to logged in users or team members only. Learn how to require customers to log in to submit tickets through your Wix Answers Contact Form. Tip:View a step-by-step tutorial for using an HTML editor to add text to email templates. To edit the email verification template sent to help center visitors:Hover over Settings  and click Email Templates.(Optional) Select a language next to Email Templates in.Click Edit next to Email Verification.Enter your Email Subject text.(Optional) Click the Placeholders icon  to add dynamic text.Edit the content of the email:Click in the Email Body field on the left to edit your template's CSS.Note: View a preview of your email template in the panel on the right. (Optional) Click the Placeholders icon  to add dynamic text.Click Save. Note:Changing a template in one language does not update it in other languages. Using Dynamic PlaceholdersAdd placeholders to your templates to automatically include content that references existing information. For example, you could include the first name of your customers in every automatic reply. Learn More 

FEATURE REQUESTS

Request: Applying Access & Visibility Restrictions to Specific Content

Currently, you can restrict access to your Help Center content as a whole. You cannot, however, apply restrictions to specific categories and articles. We are always working to update and improve our products, and your feedback is greatly appreciated. If this is a feature you would like to see in the future, please click Vote for this feature and we'll make sure to keep you updated.