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Integrate a "Contact Support" button with your search

This page applies to:MindTouch Responsive

The search integration provides a decision tree experience for your users that guides them to a form that you control if they can't find an answer. There are a set of help forms integrated into your MindTouch deployment. Using these forms, you can create a step-by-step flow for your customer when contacting your support team. To configure a "Contact Support" button with search, you must be an administrator of your MindTouch site.

After completing the instructions in this article, you will have a great help experience to provide your customers through search. This experience provides first-level ticket deflection for your users while still providing them a path to reach out to support if they are unable to answer their question. 


After you follow the steps in this article, your community members and anonymous (not logged in) users should see the "Contact Support" button displayed at the bottom of the search results page after performing a search.


Set up your contact button

Follow these steps to set up your contact button:

  1. From the MindTouch toolbar, select Site tools > Control panel.


  1. Under Systems Settings, select Integrations.

system settings_integrations.png


  1. Under GeniusLink Configuration, expand the Contact Support Button Behavior section.

geniuslink configuration_contact support.png

  1. (Optional) Click the Send Email checkbox to send an email once the button is clicked:
  • Enter the Email Recipients, separating each address with a comma. 
  • Enter the Subject.
  • Choose which type of Email Body you would like to use. The HTML format is recommended, as it is the friendliest format to include in emails, but a plain-text body can work as well. 

contact support button input fields.png

The following is an example of an HTML format you can use, but you can use any other format you like:

      Article Creation Subject:
      Submitted By:

  1. Click Save.

Variable options

There are different variable options you can add that will fill in data from your support forms and will depend on the form. If you look at the name field in the DekiScript block used for your form, it will tell you which variable to use. For example:


Configure your "Contact Support" button

The "Contact support" button is located at the bottom of your search results. It is only exposed to community members and anonymous users. It will only appear once you've set up a path for the button that is to redirect your user as detailed in the button above. If you'd like to change the text for the contact support button, you can add this variable under the MindTouch object on the Variables page which can be found by appending this page path to your site's URL: /Template:System/Variables.

let export = {    
        mindtouch: {
        contactSupportButton: 'Contact my success team'

After configuring your button text, your anonymous users and community members will then see the new text appear at the end of their search results:


What's next?

Now that you understand how to set up your MindTouch search integration, you can start creating your "Request an Article" and "Submit a Ticket" forms.