Encouraging users to contact the support staff without leaving the application.

  • 24 February 2023
  • 2 replies
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dileepnalla
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Gainsight PX User Feedback API

 

UseCase: There are situations a user need to leave the application and return to the help site or email in order to contact support team.Instead, I would love to engage my user to stay within the app and interact or submit a support ticket.

 

Approach:

 

  • This can be achieved using the PX feedback API

  • We can create the custom feedback categories and consume them as part of the API

IMPLEMENTATION

  • Design a unique icon or button for your application that will allow users to contact the support staff. Upon clicking a pop up can appear as shown belowQzDevCMvPlEug_FxzoYjAq1wCtunSIKVvKTTqSObkIZrRYNBBchvfh3a21F72uP5RihCI_tVArNON_NkmiX0xDWxWsjd3WEc0NbOBRgXJyxqMGrg0zwMOpq1AwUqsOemHGPqjbgjRN6H5-4HXZG06TrkQA=s2048sPbxb_LXdJSVzeufmNuom-VMrB6OdZFLhkfLV6o0fwxHI4boAXYJUG7gkhlQVLWlsTtm5pIQX1d6yerPz1HNTqYNPCpAaAsQSKChpXVnD6jD1nFEjjCG5xuvInpcNCpY5Vxsq1Ws8xJrhGTDlf5w3gfwAQ=s2048

  • Ensure we have created the required custom feedback Categories in your PX subscription under feedback and they are case sensitive, these can be consumed on your category drop down

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  • Sample JS Code for feedback capturing (This is Important)epL3SkIPHxjBi5XgGAuO9KUezHD-0oxQaZ_fzJDiwm7Pr5I8v833PWImztQlLQ9_PY2JtMXOKuLC3PLPntYSPhJKIqCUBAka7AZ6aV7EJsMszXsgLONN_FCxh0tJTIXq4q9O4FIM8eGobRAlk2ZtfxjkHw=s2048

 

Working Demo:

 

 

Thanks, Dileep Nalla

2 replies

JPKelliher
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@dileepnalla Thank you for this. Just so I am clearly understanding this, can you tell me if my assumptions below are correct?

 

The code provided first is the code to show a popup form within product.

And then the JS code is used to push the response information captured using the Gainsight REST API ?

I don’t actually see the REST API documentation in Apiary. https://aptrinsic.docs.apiary.io/

  1. Is it a form of a PUT statement to the Form Submit call? 
  2. How does it push the response information to the API without an API key?

This is really interesting to me.

 

J.P. Kelliher
aharkut
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Hi @JPKelliher , you are not using the REST API here. You are using the javascript aptrinsic API which is like the PX identify calls. Hence you do not need API keys to record the feedback on PX. Using the identify call which already got initialised on the product with the help of PX tag, we have the user information, the page information, and when you map the feedback fields and send it to the PX Feedback Javascript API, the feedback seamlessly gets recorded in the Feedback section.

 

-Abhilash

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