ClickHelp Sidebar

About ClickHelp

ClickHelp is a browser-based technical documentation platform used by software and hardware companies to author, translate, and publish user manuals, knowledge bases, and online help portals. Our mission is to keep the answer your support team needs one search away.

What the app does

The ClickHelp Sidebar adds a search box to the ticket sidebar in Zendesk Support. An agent types a query, the app searches the ClickHelp documentation portal configured by your administrator, and returns the matching topics with the search keywords highlighted. From the results, the agent can:

• insert a link to a topic directly into the ticket reply;

• copy the topic URL to the clipboard;

• open the topic in a new browser tab.

No more leaving the ticket, hunting for the right article, and pasting URLs by hand.

Requirements

An active ClickHelp subscription with a documentation portal that your agents can reach. The portal address is entered once, during installation.

Data Handling & Privacy

• Zendesk data accessed: the app reads only its own app setting, which stores your ClickHelp portal address. It does not read ticket content, ticket comments, requester or end-user personal data, agent data, organizations, or any other Zendesk object.
• Zendesk data written: when an agent clicks Insert, the app writes the link that the agent selected into the editor of the ticket the agent is currently viewing. It never submits or sends anything on the agent's behalf.
• Data leaving Zendesk: the only data that leaves Zendesk is the search text an agent types into the search box. It is sent over HTTPS from the agent's browser directly to the ClickHelp documentation portal your administrator configured, for the sole purpose of running that search. No ticket, customer, or end-user data is included, and the request carries no Zendesk credentials or tokens.
• Data storage: the app runs entirely in the agent's browser. It has no backend service, stores no data on ClickHelp servers, sets no cookies, writes nothing to local storage, and performs no tracking or analytics. ClickHelp does not receive, store, or process any Zendesk customer data through this app.
• Third parties: no data is shared with any third party. Search traffic goes only to your own ClickHelp portal, and the app loads no third-party scripts.
• Content exposure: the app sends no credentials with its search request, so it can only return documentation content that your ClickHelp portal already makes available to that request.

Learn how we handle your data in our Privacy Policy, Security Policy, and Data Processing Addendum.

Questions? Reach us through the ClickHelp Support form.