Skip to main content
Solved

How to redirect Users to a Specific URL when they click on "Get Help"?

  • August 27, 2026
  • 1 reply
  • 13 views

Hi There.

When the users of Talent Acquisition team in Eightfold Production instance click on the “Get Help” button from the Home Page (which is the Positions / Requisitions page for us), they get a Dialog Window titled “Eightfold Support”. 

At the bottom of this Dialog Window, there is a link named “Contact Support”. 

If the user click on this link, it allows them to submit a form that is currently directed to Eightfold Support Team.

We want this “Contact Support” link to point to a specific internal company URL, which is a ServiceNow online form to submit their issues and questions. 

As an Admin User, how can I set this up? I need to redirect the link “Contact Support” to point to the ServiceNow URL that I already have.

Best answer by dkreiger

Hi ​@arulsubra, this is supported via configuration (no code change required).
 

What to change (Admin Console)

In Production, go to Admin Console → Support → Support Notification and set your company’s external help URL to your ServiceNow online form URL.

  • In the support configuration, update the field external_help_url to your ServiceNow link.
  • This updates the “Contact Support” link inside the “Eightfold Support” dialog to open that external URL.

Optional behavior: redirect the whole “Get Help” button vs. only “Contact Support”

You have two supported patterns:

  1. Keep the Get Help dialog/FAQs, and redirect only “Contact Support” (most common when you still want Eightfold FAQs visible).
    • Keep redirect_external_help_url = false.
  2. Redirect immediately when users click “Get Help” (skips the dialog entirely and takes users straight to ServiceNow).
    • Set redirect_external_help_url = true.

 

How this fits the typical L1/L2 support model

Many customers route end users to their internal help desk (L1) via ServiceNow, and escalate to Eightfold (L2) only when needed. 

 

Practical rollout approach

  • Update and validate the setting in Sandbox first, then apply the same approach in Production after you confirm expected behavior.

1 reply

dkreiger
Community Manager
  • dkreigerCommunity Manager
  • Community Manager
  • Answer
  • September 10, 2026

Hi ​@arulsubra, this is supported via configuration (no code change required).
 

What to change (Admin Console)

In Production, go to Admin Console → Support → Support Notification and set your company’s external help URL to your ServiceNow online form URL.

  • In the support configuration, update the field external_help_url to your ServiceNow link.
  • This updates the “Contact Support” link inside the “Eightfold Support” dialog to open that external URL.

Optional behavior: redirect the whole “Get Help” button vs. only “Contact Support”

You have two supported patterns:

  1. Keep the Get Help dialog/FAQs, and redirect only “Contact Support” (most common when you still want Eightfold FAQs visible).
    • Keep redirect_external_help_url = false.
  2. Redirect immediately when users click “Get Help” (skips the dialog entirely and takes users straight to ServiceNow).
    • Set redirect_external_help_url = true.

 

How this fits the typical L1/L2 support model

Many customers route end users to their internal help desk (L1) via ServiceNow, and escalate to Eightfold (L2) only when needed. 

 

Practical rollout approach

  • Update and validate the setting in Sandbox first, then apply the same approach in Production after you confirm expected behavior.
Eightfold Community Manager
Terms & ConditionsAccessibility statement

Eightfold is the agentic talent intelligence company that gives every HR leader, recruiter, and people manager the intelligence to see, develop, and deploy the full depth of talent around them. Our AI Native Talent Intelligence Platform powers a suite of talent agents, that execute alongside your people across the full talent lifecycle. The first flagship talent agent is the AI interviewer, the only talent agent built specifically to give every candidate the nine o’clock interview, evaluating one or one million with identical rigor and zero bias. By combining enterprise data with insights derived from over one billion career profiles, Eightfold’s Talent Intelligence Platform powers the world’s most complete picture of talent. We read adjacent skills and forecast trajectories to reveal the potential legacy systems miss.

Talent Intelligence, human led.

Learn more

Privacy & legal

Follow us

© Eightfold, 2026. All rights reserved worldwide.

Back to top