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Where do users access Custom Help?


Community Advisor
Our Custom Help URL points to an internal Slack channel. In New Experience, I find two links called "Help" One is at the bottom of the Global Nav menu. This is the one I expect to link to our Custom Help URL. I put in a support ticket a few weeks ago because this link pointed to a strange, malformed URL instead of the one designated in Setup. The other link is a persistent blue pill in the bottom right corner of the screen. Clicking on this opens up a Resources pane/generic help menu (in Safari, anyway - clicking on the pill does nothing in Firefox/MacOS). I got an email this morning that the problem has been resolved, but the link in Global Nav just points to the Workfront Support site, not our custom help URL. Just to be sure I wasn't crazy and confirm my expectations were correct, I looked up the article on the Support site. The article is clearly meant to support Custom Help in the New Experience, but the section on users accessing Custom Help displays the Classic Experience. - The Help link in Global Nav needs to get fixed - The persistent blue Help pill needs better browser support - My suggestion: Also include a section that links to Custom Help in the Resources pane that pops up from the persistent blue Help pill. If a user is lost enough that they need to access help, they are probably not experienced enough to understand that there are multiple Help links in the product, which point to different locations. William English T-Mobile
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