Feature Request

For widgets configured with JWT, categories and articles are displayed based on the reader group ACL. However, the reader group ACL is currently not enforced for internal link navigation within the widget. As a result, even though users do not have access to certain restricted articles, those articles can still be accessed if they are linked within another article.

Currently, when a user is reading an article within the widget and clicks a link to another internal article, pressing the Back button takes them back to the category tree instead of the previous article they were just viewing. This breaks the user’s reading flow and feels unintuitive — users expect to return to the previous article, not the category list. Proposed Enhancement: Update the widget’s navigation logic so that when an internal article link is clicked: -> The Back button takes the user back to the previous article, not the category tree. -> Only when the user reaches the first article in their navigation history should the Back button return to the category tree.

Currently, the articles created using step by step guides are visible only through the site and it is not visible in the widget. It would be great if we could have this functionality in the widget as well.

Posting on behalf on Cycode. They use URL mapping a lot and have requested to have a sorting feature as they are unable to find the URL mapped names. Their reqyest is to have a basic alphabetical ordering alongside sorting options which should also includes dates. This way, they needn't scroll through all the pages to find one.

When Eddy AI is used on the published site, a blinking cursor appears while the answer is being fetched. That gives users a clear signal to wait. In the KB widget, there is no such indication. The customer needs to add a loader or similar visual in the widget AI flow to show that the system is retrieving a response.

One of our Customers requested the ability to customize the widget launch animation so it appears from the actual help button location, not always bottom-right.

When editing a widget, toggling the JWT option (enable or disable) causes the widget JavaScript to update immediately and regenerates a new API key, even when no explicit save action is performed. This behavior can result in the widget returning 401 Unauthorized errors in production environments if the newly generated API key is not updated in the embedded widget code. Additionally, API key regeneration triggered by this action is not recorded in Team Auditing logs. Currently, audit entries are created only when changes are followed by an explicit save action, which makes it difficult for customers to track when and why an API key was changed. Improving visibility and consistency around API key changes would help customers manage widget integrations more reliably and avoid unexpected production issues.

Within the widget, when a user opens an article from the Page Help tab (for example, from Top Searched Articles) and then switches to the Knowledge Base tab, the opened article remains displayed instead of closing and showing the Knowledge Base navigation/content. This creates an inconsistent experience, as switching tabs in the opposite direction (Knowledge Base → Page Help) correctly resets the view. Improving this interaction so that the article view closes when switching tabs would provide a more predictable and intuitive navigation experience for users.

This request was created on behalf of Gerard We have hidden the contributors list in the knowledge base. We would like to have an option to hide them under knowledge base widget too. Thanks.

This request was created on behalf of Arghya We would like to have tooltips for the icons available in KB widget. We also would like to customize the color of the search container and it's shadow showed when we click on it.1. We would like to change the scroll to top icon shown in the widget. Thank you.