Add the Support Form Deflector to your Zendesk help center’s “Submit a request” form.

​
Before you start

  • A deflector with a knowledge base and a public client key. See the quickstart.
  • Permission to edit your help center theme in Zendesk.

​
Set up

1

Allow your help center's domain

On the deflector’s Setup tab, add https://yourcompany.zendesk.com under Allowed domains, plus your custom domain if you have one.
2

Add the script to the request page

Edit your theme’s code, open new_request_page.hbs, and paste the snippet from the Setup tab above the request form:
<script
  async
  src="https://widget.kelu.dev/kelu-widget.js"
  data-knowledge-base-id="YOUR_KNOWLEDGE_BASE_ID"
  data-client-key="kl_pk_..."
  data-deflector-id="YOUR_DEFLECTOR_ID"
></script>
Publish the theme. Later changes are made in the Kelu dashboard.
3

Enter the selectors

Inspect your form to check its selectors. A standard theme usually uses these:
SettingTypical value
Form selector#new_request
Question fieldtextarea[name='request[description]']
Submit elementbutton[type=submit]
Anchor elementtextarea[name='request[description]'], with Position set to After the element
Email fieldinput[name='request[anonymous_requester_email]']
Enter them on the Form wiring tab. If your help center requires sign-in, the form may have no email field, and the reader stays anonymous.
4

Send the subject and product as context

Under Extra inputs on the Form wiring tab, click Add field for each one:
SelectorLabel
input[name='request[subject]']Subject
#request_custom_fields_360001Product area
Replace 360001 with your custom field’s id in Zendesk.
5

Rename the button

On the Copy tab, set Submit button text while armed to Next step, and Notice shown before generating to a short line such as “We’ll check for an answer first.”
6

Put the conversation on the ticket

In Zendesk, create a text ticket field that end users can edit, add it to your ticket form, and hide it with CSS in your theme. It must be on the page for the deflector to write to it. Then, on the Hand-off tab, turn on Carry the conversation onto the ticket and set:
SettingValue
Target fieldinput[name='request[custom_fields][360002]']
What to writeThe full transcript
Replace 360002 with the new field’s id.
7

Test it

In a private window, type a question of at least 25 characters and press submit. The answer opens with its sources. Press Continue to submit ticket. On the Activity tab the test shows under Filed anyway, and the new ticket carries the transcript.

​
Troubleshooting

  • The ticket is filed with no pause. Set Intercept on to Click event.
  • The console shows could not load configuration 403. Your help center’s domain is missing from Allowed domains.
  • Your theme uses a rich-text description editor. Turn on Question field is a rich-text editor and point Question field at the editor. For an editor inside an iframe, use #editor_ifr ifr>> body. See Crossing DOM boundaries.

Zendesk as a source

Answer from your help center articles and solved tickets.

Helpdesk automation

Answer tickets that are filed anyway, inside Zendesk.