Freshdesk is one of the synonyms of customer support across industries. It is known for its flexibility in offering an omnichannel support system, which includes live chat, phone support, email support and help center with explainer articles that customers can use to learn about the features or troubleshoot on their own.

But in many cases, even the most detailed help article is not enough. It is better to do it once, then read how to do it 10 times. 

Luckily, you can now enhance your support articles (and essentially any other written communication with your customers) by letting them start a product tour right from the help article or the email. There are 3 simple steps to achieve that. Plus a bonus tip that will enhance how users interact with your help articles.

But first you need to get the link to the tour

  1. Get the link to the tour
    Sign in to your Usetiful account, find the product tour that you want to direct users to, click the three dots menu and select “Share tour”. There you will be prompted to paste a URL - that is the URL where the tour is supposed to start. For this example, let’s say a user is on the billing page of your application, and may need help learning about all the different features on the page. Paste that URL into the field and hit “Get sharing link”. The sharing link will be generated and copied to the clipboard.

  2. Make an eye-catching CTA
    A call-to-action is very important in getting your users’ attention towards this tour. A good CTA will achieve its objective - prompt users to complete an action at a certain time or in a certain place. In this specific case - we recommend placing the CTA at the end of the article - this way, users have a choice - either to read and act according to instructions, or to take the tour. 

  3. Add the CTA to your Freshdesk article

Log in to your Freshdesk agent account, write your article, and in the very bottom of it add the link to the text portion which will take the user to the product tour

Here’s an example

Your next step would be to make “THIS LINK” text clickable. For that, add the link we obtained in the first step to this text, as highlighted in the image above. 

  1. BONUS - Add a beautiful button to your Freshdesk article instead of simple link

    In this step, we will add a button instead of the link. The function of the button will be the same, with the added benefit that it will be much more visible and easy to click. 

    First, copy the code chunk below, paste it in a text editor and replace the # symbol with the tour link that was obtained in Step 1

    .button {
      background-color: #4CAF50;
      border: none;
      color: white;
      padding: 15px 32px;
      text-align: center;
      text-decoration: none;
      display: inline-block;
      font-size: 16px;
      margin: 4px 2px;
      cursor: pointer;
      border-radius: 7px;
    <a href="#" class="button">Guide me</a>

Second, go to the Freshdesk article and click “Code view”

This button will switch your article view from a simple text editor to code editor. Don’t worry, you can switch back anytime. 
Paste the edited code with the correct tour link in the bottom of the code in the opened window, and once that is done, you can click the code view button again to see the text editor. At this point, it should look like this

Voila! After clicking, the button will take users to your application and start the product tour.  

Needless to say that the tour link obtained in the first step can be used in various ways across your customer experience - in emails, chat messages, blog posts and many more.

Customers are the most important asset a company has and it is critical to use any and all opportunities to enhance their experience. Usetiful product tours not only educate visitors and users, but also make it easy for users to access them through various channels.