Show Related Articles in Case View

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Related Articles search is a Desk.com Canvas application that allows users to search for case-relevant articles by using search terms. Administrators and agents can employ precise terms in the query, ensuring efficient response time.

I. Deploy the Application

First, install this application by deploying the source code to your Heroku account. To deploy your application, simply click this button:

Deploy

II. Create the Integration URL

Now that you have the application on Heroku, go ahead and create the integration URL.

  1. In the Name field, add a title for this application. In this example, we'll you use 'Related Articles'.

  2. The Description field, though optional, is a way to give a general description of the integration URL.

  3. Select 'Canvas iFrame' from the Open Location dropdown.

  4. In the URL field, specify the q parameter. In this instance it is {{case.subject}}. Use the count parameter to specify the number of articles to be displayed. Note: Refer to the List of Liquid Variables knowledge article for a complete list of Desk Liquid Objects.

  5. Toggle the Enabled button to 'Yes' and select the Permission level.

  6. Click the Update button.

Integration URL

III. Add it to your Case Layout

Now display the canvas application on your Case Layout.

  1. Go to Cases >> Next Gen Case Layouts

  2. Find the Related Articles canvas application in the Integrations section on the right side of the screen.

  3. Drag and Drop the application in your case layout.

  4. Scroll over the left side of the 'Related Articles' bar and click on the gear to open the Edit window. Adjust the pixel Height (e.g., 33) and Position, the order in which it appears in Case Details on the dashboard. Click Save.

Case Layout

IV. Dashboard Confirmation

After you have added the canvas application to your layout and selected users, open a ticket and take a look at Case Details on the dashboard. Notice that three Related Articles are displayed.

Preview

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