Introducing the Sunshine Guide Events app (EAP) | Community
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Introducing the Sunshine Guide Events app (EAP)

  • December 9, 2019
  • 28 replies
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Zendesk is pleased to announce the Sunshine Guide Events app, available in Early Access, that displays customer interactions with Guide content to agents who are viewing a ticket. These interactions help agents provide customers more personalized support by providing insight into which Help Center articles and community forum posts customers have already viewed.

The Sunshine Guide Events app is similar to the earlier Zendesk Pathfinder app, but focuses specifically on Guide Events. The Sunshine Guide Events app is available for adoption now.

This article includes the following sections:

Related articles and announcements

What is the Sunshine Guide Events app?

The Sunshine Guide Events app displays a customer's interactions with your Guide content (for example which knowledgebase articles or community posts were viewed) to agents in a customer's ticket. The Sunshine Guide Events app can display events when users view articles or community posts, click on search results or suggested articles, or view or submit a ticket. You can configure the event types you want to display in the app.

The Sunshine Guide Events app:

  • Provides more personalized support.

    Agents see which knowledge base articles and community posts customers have already viewed. Additional context enables advocates to more efficiently help customers.

  • Improves self-service.

    By understanding which articles frequently result in new tickets from your customers.

  • Reduces customer frustration.

    By ensuring that agents don’t recommend an article the customer has already read.

Where can you sign up?

To get the Custom Guide Events app, sign up for the EAP, then install the app.

To sign up for the Sunshine Guide Events app EAP

  • Complete this form to request access to the EAP.

    Zendesk will enable the app for you. You will receive a confirmation email with a link (within a week) containing additional guidance.

Follow the instructions in the email to install the app. Once you have installed the app, you'll need to select which Guide event types to display in the app. See Setting up the Sunshine Guide Events app (EAP).

What is the plan for this app?

The functionality and experiences included in this app are now included as part of the customer interaction history; part of the Customer Context information in a ticket. Eventually, we will end the Early Access Program for this app.

For those still using this app, events are displayed from customers who are signed in to Guide and don't represent activities from customers who aren't signed in to Guide during the course of the session. We are exploring additional mapping of anonymous visitors to known customers and are eager to hear from those in the EAP about this need.

      28 replies

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      • Lee31
      • January 12, 2020

      When it shows a ticket has been submitted, it puts the ENTIRE body content into the sidebar. This should be truncated with a link to that specific ticket

      Compared with current

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        • Lee31
        • January 12, 2020

        In the previous pathfinder app, it showed the pages (within our system) they visited (via the web widget). It shows when the user has had a page view, which is good, except it shows just a page view and nothing else, which isn't so good

         

        Compare to current

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        • Erica19
        • January 17, 2020

        Thanks Lee. I have created tickets for your inquiries and will respond shortly. 

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        Initial Feedback on the new Sunshine Event Tracking App:

        • Missing Date/Timestamp: This was very helpful in Pathfinder and we'd like to see it added to the Sunshine app. See images below
        • Missing Search and Articles Clicked compared to Pathfinder. See image of Pathfinder vs Event Tracking app contents.
        • The event order is off, it should be top down and displayed in the order of the user's activity based on the time stamp. The benefit to the analyst is they can quickly and easily understand the order and content the user clicked on.  This can also helps the analyst nail down the specific issues based on the submitted ticket content and what the user already viewed, searched in the support portal.  See image below of Pathfinder vs Event app order and content.

        • Missing Market Data Reference Calendar, RFP Questions FAQs, Gating and Lockdown in the event tracking app.
        • Was the help centered searched first then they viewed the content below it or did the user click through to that content?
        • Did the user submit the ticket and answers were suggested or are the answered suggested based on the user searching the support portal?
        • Ticket Submitted is sufficient adding date/timestamp would be useful.  The hyperlink isn't needed and clicking on it doesn't provide any additional detail, it just refreshes the page.
        • Support request made and Support Request Viewed aren't needed. 
        • It would be nice to have a refresh button like in pathfinder.

         

        Let me know if you have any questions.

         

         

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          • Simon14
          • January 31, 2020

          @Hamza Ben Badour I've recently installed the Sunshine Guide Events App but I'm unable to see any interactions in the app.

          I've followed all the instructions such as:

          • Ticking the box for the Events and Profiles API
          • Ticking the box for Standard events
          • Selecting what even types I wanted to be displayed in the app such as "article_viewed"
          • We're on the Enterprise plan

          Do you know why none of our tickets is showing any interactions? Is a user required to be signed into the Help Centre for these interactions to register?

          Thanks

          S

          We've been using the Event Guide app for a few weeks and have some additional feedback:

          1. Is there a way to decrease the size of the App?  Right now it takes up a lot of real estate regardless of it there is content or not.

          2. Is there a way for us to change the order of the apps so Guide Events is at the bottom?  

          3. Lastly, I've unchecked two of the Guide Event interactions because they don't provide value but they are still displaying in the app.  Can you research and let us know if this is as designed or if there is something else we need to do so these are removed from the app?

          • support_request_made
          • support_request_viewed
          • answers_suggested

          3b. Can you add an event for answers_suggested_clicked?  That would be helpful.

          Thank you!

           
            S

            Since the Sunshine Event App is still in Beta, can Zendesk extend access to the Pathfinder app for a couple of more months while the bugs/features are fine tuned this app?

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            • Erica19
            • February 4, 2020

            Hi Sana: Thanks for your great feedback. We are reviewing each item you have mentioned and will reply further in due course. 

            With regard to your most recent question, we will be continuing to offer the Sunshine Events App in Early Access and iterating on it beyond February 7 but the Pathfinder App will be removed on that day along with any other Zendesk Apps Framework v1 apps that might have been extended. As we outlined when offering the extension, the Feb 7 date is final and we unfortunately cannot grant any further extensions or exceptions.

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            • Heather29
            • February 11, 2020

            We have replaced pathfinder with the Sunshine Events app. There is a lot more events it can capture than pathfinder, which is great.

            However when they submit a ticket the app included the entire description of it, which seeing as i can already see that in the ticket, why would i also need it in the app? I just what to know when the ticket was submitted as part of their journey.

            This is kind of frustrating as that description takes up so much space in the app, making it harder to see the journey the customer went through.

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              • Tara12
              • February 11, 2020

              Agree with Heather above - there is no need for the full description in the app - Agents often have multiple apps that they are working with and scrolling through them is a real pain. Just knowing that a ticket has been submitted is sufficient.

                Tonni
                • Tonni
                • February 17, 2020

                We are testing this now - do users need to login to get the events in the ticket? We do not see anything in the App unless they login. 

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                • Susan12
                • February 18, 2020

                We are trying to grow our customer usage of our online Guide so at this time most of our tickets are opened via email or phone.  It is difficult for me to find a ticket that has events in the Sunshine Guide Event App.  I have a couple of suggestions. 

                1.  When events DO appear, I noticed that there is no date and time so I do not know what happened first.  See example below:

                The .

                The customer opened a ticket.  I assume it was after all the searches but I am not sure.

                2.  Notice the event on the image above indicating "help center searched" .  I suggest you enter the keywords the customer used to search the help center.  Pathfinder used to do that and it was very helpful. 

                3.  I concur with the previous comment that we do not need the whole ticket description here.  Just the title and the number with a link embedded like #123456

                4.  I would like to be able to report on the events from the guide events app.  Or have a way to be able to see which tickets have events in the app.  As I explained in the beginning of this post most customers do not yet use the online system.  And some who open tickets online do not search it. 

                5. If the customer looks at one of their tickets or several of them we need to see the ticket number.  Otherwise we have several events that all look alike and no intelligence without clicking on each event.  That would be too time consuming. 

                 

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                  • Heather29
                  • February 19, 2020

                  Both Sana and Susan make great points.

                  In order to really understand the journey the user has been through date and time stamp is needed. This shows how long each activity took and the time in between. Showing this will make it clearer what behaviour the user was doing, such as where they going around in circles, clicking on many articles, actually reading an article, etc.

                  I know we capture search terms in the reporting side of Zendesk, but by also showing the search terms in the app this can be linked to other behaviour and give the "bigger picture".

                  K
                  • Kiran14
                  • March 4, 2020

                  I've similar query as that of Simon above but see it's not answered. Can you please clarify this?

                  I've installed the Sunshine Guide Events App 2 weeks back but I'm unable to see any interactions in the app.

                  I've followed all the instructions such as:

                  Ticking the box for the Events and Profiles API
                  Ticking the box for Standard events
                  Selecting what even types I wanted to be displayed in the app such as "article_viewed"
                  We're on the Enterprise plan
                  Do you know why none of our tickets is showing any interactions? Is a user required to be signed into the Help Centre for these interactions to register?

                  Thanks,

                  Kiran

                  S

                  Simon and Kiran,

                  The first time I activated the app and enabled all the events in Sunshine, I didn't see anything either.  It turned out the wrong app was added to my instance and they turned on a different one.  Not sure it that is the case here but doesn't hurt to check.

                  Notify zendesk via the email you received with the instructions letting them know its not working.  That's how I was able to get mine fixed.

                  Hope this helps.

                  S
                  • Simon14
                  • March 4, 2020

                  Hi @Sana Stephens, 

                  I found out through Zendesk support that the app will only log interactions when a user is logged in to the Help Centre. I tested this and it works fine when a user is logged in.

                  Zendesk did mention that they may decide to change that in the future and enable it for logged out users.

                  Hope that helps.

                  H

                  Hey Zendesk Team, 

                  We're currently integrated with Zendesk and sending data to Sunsine, it's enabled in Sunshine Admin. 

                  However, we've been waiting almost 2 weeks for the Sunshine Guide Events App EAP to be enabled in our account. 

                  Is there anything else that needs to be done on our side? We're excited to get started. 

                  1.  Sunshine Guide Events App EAP by filling in this form.
                  2. We will enable the app and send a confirmation email with a link (within a week) with additional guidance.
                  E
                  • Erica19
                  • March 18, 2020

                  Hi Parker, thanks for following up. If you could please check your email from Zendesk as I sent out your enablement details last week. I'll also re-send. 

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                  • Tara12
                  • March 30, 2020

                  Is there an issue with the app at the moment? We're getting a 'API is unavailable for this account' error when we open a ticket and I think it might be this one causing it (all our other apps seem to be working as normal). 

                  J
                  • James75
                  • March 30, 2020

                  Hey Tara, thanks for raising this. I've raised a ticket on your behalf and sent to our engineers who are looking into this now. 

                  James

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                  • Thomas58
                  • September 17, 2020

                  We're loving the Sunshine Guide events sidebar app! Is there a way to report on the data? As in, which help articles resulted in tickets being created, how may, etc? This would be amazingly helpful....

                  Sebastian13

                  It's saddening to realize that sunshine ONLY tracks what logged in users do. So if a user is not logged in, browses the helpdesk, uses the search and creates a ticket the only thing you will see is that a ticket got created.

                  That is absolutely disappointing. In the current state this software is totally inferior to the old pathfinder app and in our case absolutely useless. We can't rely on the small percentage of users that log in just to get data for that couple of cases. Also we will not force our users to log in or create accounts since that is just creating an unneeded bad support user experience.

                  I hope you fix this. At the moment the extension is worthless to us.

                  D
                  • Danielle27
                  • February 23, 2021

                  I've received access to the EAP, and I'm trying to figure out how to set it up so that I can see what articles are being referenced all in one place. For context, we have a very high touch customer success process which operates outside of Zendesk. My CS reps want to know when one of their accounts accesses help docs so that they can follow up and ensure that the customer was successful/had their problem solved. Ideally I would send them a daily report of articles viewed by their accounts. Any recommendations for how to set this up?

                  K
                  • Kalle11
                  • April 28, 2021

                  Is there any update on the feedback from @Rocketspark for a year ago?

                  Are you still developing this? I see no progress?

                  J
                  • Josh15
                  • May 5, 2021

                  did this replace pathfinder?

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