Forums/Documentation/Tickets and channels

Setting up your Feedback Tab channel

Anton de Young
posted this on February 15, 2012 11:54

About the Feedback Tab channel

The Zendesk Feedback Tab is essentially a small and portable version of the Help Center or Web portal that you can embed in any website hosted by a basic web hosting provider. You can even embed it into your own Zendesk. It can be configured to allow your end-users to search your knowledge base, submit a support request, or live chat with your agents.

Note: Chat, although configured as a separate channel, is hosted within the Feedback Tab. Configuring Chat is described in Setting up your Chat channel.

When your end-users choose to submit a support request, they see the submit request form just as they would in your Help Center or Web portal.

The tab part of the Feedback Tab is what your end-users click to display what's shown above. It's a small tab that can be aligned to either the right or left side of the Web browser.

The tab (both words and color) can be customized and branded, as can the Feedback Tab form. You change the text strings in the user interface (see Customizing the text in your Feedback tabs and apply CSS code to change colors and layout (see How to brand your Web portal in the CSS Cookbook).

You can create as many Feedback Tabs as you need. For example, you might create a Feedback Tab for each region or country you support or if you support multiple brands and products you can create one for each. Feedback Tabs can be tagged so that when you receive new support requests, you'll know their origin and can create a workflow based on those tags. Feedback Tabs also can be set to specific languages and the language is also available as a property in incoming support requests, which you can use to route those tickets.

Each Feedback Tab that you configure generates a snippet of JavaScript code. You use this code to add the Feedback Tab to your Zendesk. For instructions, see Adding a Feedback Tab to your Zendesk. To embed the Feedback Tab into any other website, you import the JavaScript into your site, as described in Adding a Feedback tab to an external website.

Creating a Feedback Tab

As noted above, you can create as many Feedback Tabs as you need and place them wherever you want to offer your customers quick access to support.

To create a Feedback Tab

  1. Click the Admin icon () in the sidebar, then select Channels > Feedback Tab.
    Zendesk Classic: Select the Setting menu, then select Channels > Feedback Tab > Edit.
  2. Follow the instructions below for configuring your Feedback Tab.
  3. Click Preview and grab code snippet. You use this code to add the Feedback Tab to web pages, as described in Adding a Feedback Tab to your Zendesk and Adding a Feedback tab to an external website below.

All of the settings in the General Settings tab are described in the following table. The Advanced Customization settings, which allow you to change the text that is displayed in the Feedback Tab, are described in Customizing the text in your Feedback Tabs.

SettingDescription
Language Choose one of the over 40 languages that Zendesk supports. Selecting a language means that the text strings in the Feedback Tab will be displayed in that language. Your language selection is also included as a property in the tickets that are submitted via the Feedback Tab. You can use the language setting in your business rules (see Using a requester's language in your business rules).

If you support multiple languages, you'll need to create a Feedback Tab for each language. For more information, see Creating a Feedback Tab in a different language.

Tab title You can select from the following tab titles:
  • Support
  • Feedback
  • Help
  • Service
  • Questions
  • Comments
  • Ask Us

These tab titles are graphics. If you'd like to use a word that is not included in this list, you can create a custom tab title graphic instead (see Using a custom graphic for the Feedback Tab).

Tab position The tab can be positioned on either the right or left side of the browser. You can also use CSS to control the positioning of your tab (see Controlling the tab offset below).
Tab color This is the background color of the tab. You can use simple named colors such as 'blue' or Hex numbers for the background color. The tab title text is white; therefore you should use a darker background. For more control over the design of the tab, create a custom tab graphic (see Using a custom graphic for the Feedback Tab).
Feedback Tab Tag You have the option of adding tags to the Feedback Tab (separate tags with a space). You might do this as a way to route incoming tickets. For example, you could add a unique tag for each Feedback Tab you create and then use that tag to automatically assign tickets from specific Feedback Tabs to specific groups or agents. Or, you might use the tags to create views or reports that show you from which Feedback Tab the tickets originated.
Display custom fields to end-users? If you use custom ticket fields and want to include them on the support request form in the Feedback Tab, select this option. Only those custom fields that are marked visible to end-users will be added to the form.
Screencasts Select the Enable Screencasts check box to allow end-users to record a screencast and link it to tickets created from the Feedback tab.

If you don't need to make any customizations to the Feedback Tab, you can generate the JavaScript code for this Feedback Tab by clicking Preview & grab code snippet. On the next page you'll see a preview of your Feedback Tab, which will be located on either the right or left side of the browser, depending on the setting you selected.

Most importantly, the settings you selected generated a snippet of JavaScript code. You'll use that code to add the Feedback Tab to either your Zendesk or any other website you'd like.

Select the text, copy it, and if you're adding the Feedback Tab to an external website, save it for later use.

Editing your Feedback Tab

You can generate any number of Feedback Tabs by using the simple process described above. However, there currently is not a user interface option (menu) for editing the Feedback Tabs you've created. You can edit them by using the Feedback Tab ID (referred to in the code as the dropboxID) in a URL, as in the following example:

https://myaccount.zendesk.com/account/dropboxes/2830039812/edit

Using this URL displays the edit page for the Feedback Tab, which is the same page you used to originally select the Feedback Tab settings and generate the JavaScript code.

Make your changes and then click Preview & grab code snippet to save your changes.

When you update your Feedback Tab settings, you do not need redeploy the JavaScript code snippet, unless you made changes to the tab title, its color, or its position. As you can see in the example JavaScript code above, these are the settings that are contained in the init function in the JavaScript code. However, you can also edit this manually without changing the Feedback Tab settings in Zendesk and regenerating the code. For example, if you simply wanted to move your Feedback Tab to the right side of the browser, just edit that property in the init function, as shown here:

Zenbox.init({
      dropboxID:   "2830039812",
      url:         "https://myaccount.zendesk.com",
      tabID:       "support",
      tabColor:    "black",
      tabPosition: "Right",

You can also change the tab title and color manually. The tab title property values are:support,feedback,help,service,questions,comments,ask_us. These of course correspond to the standard tab titles that you can set when creating or editing a Feedback Tab. The color property supports simple color names and Hex color codes.

The tab position can be set to eitherrightorleft. If you want more control over the position of the tab, you'll need to do so using CSS code (see Controlling the tab offset below).

The init function can also be used to pre-populate the Feedback Tab with data. See Pre-populating data in the Feedback Tab.

All of the other Feedback Tab settings are stored in your Zendesk account and referenced via the tab ID. This is why you don't need to redeploy or edit the code if you make changes to the settings that are not contained in the init function.

Using a hyperlink instead of a tab

If you'd like, your users can launch the Feedback Tab via a hyperlink rather than by using the tab. To do this, you create a URL that references the Feedback Tab ID, as shown here:

<a href="http://myaccount.zendesk.com/account/dropboxes/2830039812" onClick="script: Zenbox.show(); return false;">Open Feedback Tab</a>

You also need to edit the init function in the Feedback Tab JavaScript code to prevent the tab from being displayed. Add the line of code as shown below in bold.

Zenbox.init({
      dropboxID:   "2830039812",
      url:         "https://myaccount.zendesk.com",
      tabID:       "support",
      tabColor:    "black",
      tabPosition: "Right",
      hide_tab:   "true",

This code hides the tab that opens the Feedback Tab form. When your users click the hyperlink, the Feedback Tab form is displayed.

Adding a Feedback Tab to your Zendesk

You can add the Feedback Tab to your knowledge base in Zendesk. The steps differ depending on whether you have the Help Center or the Web portal. If you're not sure which one you have, see About the different versions of Zendesk.

Topics covered in this section:

For information about adding a Feedback Tab to an external website, see Adding a Feedback Tab to an external website below.

Adding the Feedback Tab to the Help Center

You must be signed in as a Help Center manager to make these changes.

  1. Create the Feedback Tab and select and copy the code (as described above in Creating a Feedback Tab).

    Be sure to copy the entire code snippet.

  2. Go to your Help Center and click Customization design in the tools panel on the lower-right side of the page.

    The Help Center switches to Setup mode.

  3. Click Edit Theme to open the Theme editor.
  4. Select the Footer template from the HTML menu in the Theme editor.

  5. Paste the code snippet for the Feedback Tab at the bottom of the file.

    Tip: You can add the Feedback Tab to specific pages in the knowledge base. For example, if you only want the Feedback Tab to appear on your Home page, paste the code snippet at the bottom of the Home page template.

  6. Click Save at the top of the sidebar to save your changes.
  7. Cick Publish changes at the top of the sidebar.

Adding the Feedback Tab to the Web portal

To add a Feedback Tab to your Zendesk, you need to create a Global JavaScript widget and add your Feedback Tab code to it.

To add a Feedback Tab to your Zendesk

  1. Create the Feedback Tab and select and copy the code (as described above in Creating a Feedback Tab).

    Be sure to copy the entire code snippet.

  2. Click the Admin icon () in the sidebar, then select Extensions.
    Zendesk Classic: Select the Settings menu, then select Extensions.
  3. Select the Widget tab and then click Add widget.
  4. Select the Global JavaScript widget.
  5. Enter a title for the widget (for example: Feedback Tab).
  6. Select the types of users who will see the Feedback Tab. For example, if you want everyone who visits your Zendesk to see it, select Anyone, including people who have not logged in.
  7. Paste the Feedback Tab JavaScript code into Content.

    To make this code work in your Zendesk, you need to make one minor change. Add a terminated script tag to the beginning of your code, as shown in this example in bold:

    </script>
    <script type="text/JavaScript" src="//asset0.zendesk.com/external/zenbox/v2.4/zenbox.js"></script>
    <style type="text/css" media="screen, projection">
      @import url(//asset0.zendesk.com/external/zenbox/v2.4/zenbox.css);
    ...
    
  8. Click Submit to activate the widget. The Feedback Tab should now be displayed in the browser. If you don't see it immediately, refresh your browser.

Adding a Feedback Tab to an external website

By adding a Feedback Tab to a website, you're giving your end-users quick access to your Zendesk. You just need to include the Feedback Tab JavaScript code you generated by following the steps in Creating a Feedback Tab to your site.

Typically this is done by saving the code into a separate JavaScript file (for example, feedback_tab.js) and then referring to that file from somewhere within your site.

Once you've got the code loaded into your site, the tab will appear in your browser and when your users click it open they will see the Feedback Tab as they would if you had added it to your Zendesk.

Controlling the tab offset

By default, the tab is placed along the edge of the Web browser window and offset about 20% from the top. You can change this by overriding this default setting using CSS. For example, to place the tab 50% from the top of the Web browser window, use CSS code like this:

#zenbox_tab {
   top: 50%;
}

You add this CSS to the style sheet used by your external website, not to the CSS code contained in the Advanced Customization settings page.

Embedding a Feedback Tab into a page in your website

You can also embed the Feedback Tab form into a page in your website. You just need to add an iframe that includes the URL to your Feedback Tab.

<iframe src="http://myaccount.zendesk.com/account/dropboxes/2830039812" width="100%" height="100%"></iframe>

Size the iframe as needed to fit into your website layout.

Note: How iframes behave in some web browsers can be unpredictable. Therefore, embedding a Feedback Tab using an iframe may not work properly. In other words, we cannot guarantee that this will work for you. You'll need to experiment with the web browsers you support.

Pre-populating data in the Feedback Tab

Some of the data in the Feedback Tab tab can be pre-populated so that your users don't have to enter it themselves. For example, if you know who the user is (because they are logged in to your site), you can grab their name and email address and enter into the form when the user clicks open the Feedback Tab.

You can pre-populate the data in the following fields:

  • requester_name
  • requester_email
  • request_subject
  • request_description

All of these are set in the init function in your Feedback Tab JavaScript code.

<script type="text/javascript">
  if (typeof(Zenbox) !== "undefined") {
    Zenbox.init({
      dropboxID:   "2830039812",
      url:         "https://myaccount.zendesk.com",
      tabID:       "support",
      tabColor:    "black",
      tabPosition: "Left",
      requester_name: "var_name",
      requester_email: "var_email",
      request_subject: "var_subject",
      request_description: "var_desc",
    });
  }
</script>

The values assigned to these fields would of course be the JavaScript variables you created to hold this data.

Customizing the text in your Feedback Tabs

Both the words displayed in and the color of the elements within the Feedback Tab can be customized. Changing the color and branding of the Feedback Tab is described in the CSS Cookbook in Customizing the Feedback Tab with CSS.

Most of the words that are displayed in the Feedback Tab can be changed, as in this example:

The title was changed as were the subject and description titles and the input prompts.

To change the text strings in your Feedback Tab

  1. Click the Admin icon () in the sidebar, then select Channels > Feedback Tab.
    Zendesk Classic: Select the Setting menu, then select Channels > Feedback Tab > Edit.
  2. Select the Advanced Customization tab.

  3. Enter the text that you want displayed in the Feedback Tab.
  4. Click Preview and grab the code snippet to save your changes.
Note: Dynamic content placeholders are not currently supported in the Feedback Tab.

Also located on the Advanced Customization tab is the option to add CSS code to customize the look of your Feedback Tab. For more information, see Customizing the Feedback Tab with CSS in the CSS Cookbook.

Customizing the tab element (Web portal)

Users launch the Feedback Tab by clicking a small tab that is placed along the edge of their Web browser.

You can customize how this standard tab looks using CSS or you can replace it with your own custom graphic. This section applies only if you have the Web portal, not the Help Center. If you're not sure which one you have, see About the different versions of Zendesk.

For a detailed explanation of how to customize the standard Feedback Tab using CSS, see The New Feedback Tab: an intro to CSS widgets. The following instructions explain how to replace the standard tab with your own custom graphic.

Using a custom graphic in version 2.5 Feedback Tabs

Version 2.5 Feedback Tabs are any Feedback Tabs created after July 20th, 2012 (the day this version was released). To use your own custom graphic in version 2.5 Feedback Tabs, you use a Global CSS widget and a small amount of CSS code.

The first step is to create your custom graphic and upload it to a publicly accessible location on the internet. The graphic must be 130 pixels wide by 60 pixels high. You create a graphic in a horizontal orientation and when it's added to your Zendesk it's shown in the default vertical orientation.

To create a custom graphic Global CSS widget

  1. Click the Admin icon () in the sidebar, then select Extensions.
    Zendesk Classic: Select the Settings menu, then select Extensions
  2. Select the Widget tab and then click Add widget.
  3. Select the Global CSS widget.
  4. Enter a title for the widget (for example: Feedback Tab graphic).
  5. Select the availability option (the types of users who see your Feedback Tab). This should match the option you used when adding your Feedback Tab to your Zendesk (see Adding a Feedback Tab to your Zendesk above.
  6. Paste the following CSS code into Content. Be sure to change the image URL to the location of your own graphic.
    #feedback_tab_text {
      display: none;
    }
    #zenbox_tab {
      background-image: url(http://YOURURL.com/yourfeedbackimage.png);
      background-color: transparent !important;
      background-position: left !important;
    }
  7. Click Submit to activate the widget. Your custom graphic should now be displayed. If you don't see it immediately, refresh your browser.

Using a custom graphic in legacy Feedback Tabs

Legacy Feedback Tabs are those created before version 2.5 was released (version 2.4 and older). These Feedback Tabs are still supported.

On the Advanced Customization tab of the Feedback Tab settings page, you can replace the standard tab with your own custom graphic. You can update the settings of a Feedback tab that you've already created by following the instructions in Editing your Feedback Tab above.

Create a graphic that is 45 pixels wide and 108 pixels tall in a vertical orientation. Upload the image to a location on the internet and then add the URL to the custom image option, as shown here:

The supported image formats are PNG, GIF, and JPG.

Click Preview & grab code snippet to save this new setting.

 

Comments

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Chris Sallemi
stpis

Is there any way to update the default success message after submitting form?

February 22, 2012 10:14
User photo
Danny
scrubcouture

Any way to create a click to chat icon, that when a agent is online will display "online" or if offline will display "offline" like most of the other standard chat clients. This would eliminate me from using a third party chat service! And keep everything in the Zendesk.

March 13, 2012 17:20
User photo
Sylvia Nutley
NUI Galway

Danny did you ever get an answer to  "Any way to create a click to chat icon, that when a agent is online will display "online" or if offline will display "offline" like most of the other standard chat clients. This would eliminate me from using a third party chat service! And keep everything in the Zendesk

March 27, 2012 07:59
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Greg Martin

Is there a way to scope the knowledge base results to specific forum?  It would be great to be able to control which knowledge base articles appear depending on what page or host the user is on.

March 30, 2012 15:13
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Mdriess

When I try to add it as a link as described above with the hide_tab option, the link doesn't work. However, when hide tab is removed, the link works fine..help?

May 02, 2012 00:14
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Luu Duong

I created a feature request for the feedback tab to be tied to a specific forum so that users are directed to the knowledge base for the particular product or service they need help with. If you think this is a good idea then please vote it up... https://support.zendesk.com/entries/21442037-feedback-tabs-can-spec...

May 15, 2012 08:29
User photo
Sergei Shablovsky

I hope on that point of Zendesk popularity are great to take advanced attention to:

  1. Feedback Tab image customization (different sizes, positio on page or iframe)
  2. Advanced data filtering in fields, used in Feedback Tab
  3. Ability to redirect to specified forum, based on controls in Feedback Tab which setup by user

 

May 16, 2012 14:00
User photo
Luu Duong

Greg Martin and Sergei Shablovsky, and everyone else if you also want this feature then vote for it here in the feature request list https://support.zendesk.com/entries/21442037-feedback-tabs-can-spec... . Only feature requests that get a lot of votes will be implemented by Zendesk.

May 16, 2012 14:12
User photo
Sarah Crane Newman
sifteo

Hello,

I'd like for the question and subject field placeholders to be blank, but when I enter just a space there, it ignores it and uses the default placeholders. Is there any way for me to replace the default placeholder with nothing/with whitespace?

Thanks!

Sarah

May 16, 2012 16:14
User photo
Sarah Crane Newman
sifteo

Sorry, I meant *description* and subject fields; the question field defaults to empty already.

May 16, 2012 16:15
User photo
Anton de Young
Zendesk

Sarah, 

As it currently works, those fields are expecting some text. If you don't add anything then the default text is used. 

June 14, 2012 15:51
User photo
Dallas Clark
gymstick

I'm receiving a "Failed to load resource" error when trying to add the Feedback tab to our website for the following files file://assets.zendesk.com/external/zenbox/v2.4/zenbox.js & file://assets.zendesk.com/external/zenbox/v2.4/zenbox.css.

Any ideas?

June 20, 2012 19:59
User photo
Mauricio dos Santos Lopes

Não consigo incluir a Tab Feedback , alguem pode me ajudar?

June 21, 2012 16:29
User photo
Anton de Young
Zendesk

Dallas,

Please submit a ticket and our Support team will help you. 

June 22, 2012 11:17
User photo
Anton de Young
Zendesk

Mauricio, 

Sim, nós podemos ajudá-lo. Por favor, envie um ticket. 

June 22, 2012 11:17
User photo
Dallas Clark
gymstick

Thanks Anton,

I discovered the issue doesn't occur when you're running the application from a web service, it only occurs when you're trying to add the Feedback tab in a flat HTML file.

June 22, 2012 21:50
User photo
Dan

Finally implemented a feedback tab as a link on our top navigation and support page.  Moving forward, we'd very much like to: 

1. Implement multiple, context-specific feedback forms throughout our retail site, e.g. - Contact, Price Match & Quote Request, forms.  I recall reading about this somewhere in the forums - probably above!

2. Is there a way to mask or hide specific ticket fields from appearing in one form and not another?  

3. Is there a way to reorder and control the width of ticket fields? By default, Zendesk stacks ticket fields which creates an overly long form. We'd ideally like to keep the form above the fold.

4. We're using a third party Magento Product Questions extension to e-mail questions to Zendesk.  The workflow is as follows: question asked > email sender [faq@mysite.com] emails [faq@account.zendesk.com] > ticket created > requester set to [faq@mysite.com].  Is there a way to programmatically switch [faq@mysite.com] to [customer@domain.com]? Otherwise, support agents must manually edit the Reply To: address.  Hopefully this makes sense.

Any and all help greatly appreciated.  Thanks!

June 30, 2012 01:22
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John Boyer

Adding the tab as a hyperlink doesn’t work as prescribed. I’m using Safari 5.1.7. Any suggestions? Thanks.

July 01, 2012 19:45
User photo
Dan

@John Keep fighting the good fight, it can be done!  If your webmaster and/or web developer can't get it done, now would be a good time to let him/her go - seriously!

It  blows my mind to discover how rigid and inflexible this feedback tab is.  This is an SMB feature hiding in an Enterprise-level product version.  Unfortunately, I do not have months/years to wait for seemingly basic functionality to reach production anytime soon.  

"

Thanks for reaching out. 1,2 & 3... Unfortunately there isn't a way to do any of the first 3 things with the existing feedback tab. This is because all of these things would require javascript and there's no functionality to plug that into the feedback tab.

The only way you could get this to work would be if you were to create your own custom forms that utilised our REST API. For more information on using our API have a look at this link:

http://developer.zendesk.com/introduction.html

However, a fair bit of coding knowhow would be required. If you weren't keen on writing the code yourself another option would be to have a chat to one of our partners who may be able to work with you to create a solution. For a list of our partners have a look at this link:

http://www.zendesk.com/support/partners

One last thing you might consider is to post a feature request athttps://support.zendesk.com/forums/1848/entries asking for more functionality with the feedback tab. Requests in these forums are important because it allows the community to support new requirements and helps highlight areas needing change and improvement. Our team frequently visits this forum to consider functionality changes and feature requests from our online community.

Sorry I could not be the bearer of better news.

In regards to setting the from address from within a form in Magento I'll have to pass your request on to our Level 2 support team who are looking into this for you; someone will be getting back with you as soon as possible. We appreciate your patience.

"

July 02, 2012 23:12
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Marci

Is there a way to change the text shown on hover? Our tab title is "Questions" but when you hover with the mouse, the tooltip shows "Support" and that's not a message I want to send in this case. Thanks!

July 18, 2012 09:28
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Anton de Young
Zendesk

Marci,

That's a bug that's being fixed. I'll let you know when it's fixed. 

July 18, 2012 09:54
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Marci

Great thanks!

July 18, 2012 12:27
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Jerome
jgwconsulting

Note that Zenbox.init() doesn't call encodeURIComponent for the request* parameters so it's worth doing this yourself. I noticed this because including newlines \n in the description wasn't working for me.

July 25, 2012 12:16
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Maarten Siersema

Hi,

Is there a way to add attachments to the support request like the original post ticket form?

regards,

Maarten

July 30, 2012 02:15
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Vadim Ljutov
ravolar

Hello, is there any chance to change those writings in feedback tab? https://skitch.com/ravolar/ecn63/setting-up-your-feedback-tab-chann...

Thanks in advance

August 11, 2012 12:30
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Justin Graves
ensign

Need a little help with "JavaScript variables".  I find the last line of this article pretty funny, seeing as how setting "JavaScript variables" was mention no where else in this article and there is no link to any info on how to do this.


" The values assigned to these fields would of course be the JavaScript variables you created to hold this data."


Anyway, if anyone can help me figure out how to set the variables equal to the placeholders like I have below, that would be awesome.  It would be even awesomer if ZD could make the placeholders work instead of having to mess with setting "JavaScript variables.

 

requester_name: "var_name" = {{current_user.name}}


requester_email: "var_email", = {{current_user.email}}


Any help is appreciated.  :)

October 04, 2012 11:40
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Jerome
jgwconsulting

Hi Justin,

It looks like the placeholders you mention are ZenDesk placeholders used in widgets. This feedback tab is meant to be placed on a separate website, outside the context of of ZenDesk, and therefore those placeholders aren't of any use. It sounds like you might need to consider if the feedback tab is appropriate for your requirement and / or get a developer involved.

Sorry I can't be of more help.

Jerome

October 04, 2012 12:54
User photo
Justin Graves
ensign

Per the first line of this forum post:


The Zendesk Feedback Tab is essentially a small and portable version of the Web portal that you can embed in any web site, including your Zendesk.

October 04, 2012 15:18
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Jerome
jgwconsulting

Oh yeah, sorry. I just couldn't immediately think why you'd want to do it, sounded a bit too meta. Anyway, I guess this might work then:

<script type="text/javascript">
  if (typeof(Zenbox) !== "undefined") {
    Zenbox.init({
      dropboxID:   "2830039812",
      url:         "https://myaccount.zendesk.com",
      tabID:       "support",
      tabColor:    "black",
      tabPosition: "Left",
      requester_name: "{{current_user.name}}",
      requester_email: "{{current_user.email}}",
      request_subject: "Feedback",
      request_description: "Some feedback"
    });
  }
</script>

 

That stands a chance, at least, but I've never put together a widget.

October 04, 2012 15:30
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Justin Graves
ensign

It would be great it that worked but it does not.

October 04, 2012 16:36
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Marci

Justin, the first thing I noticed is that the "last line of the article" is really the last line of a sub-section, entitled "Pre-populating data in the Feedback Tab". This assumes that you are working on your own website, and somewhere in the variables for your own site (not your Zendesk) you have the user's name and email address, and you want to use those to pre-populate the feedback form, so the user does not have to re-enter what they already entered when, for example, they logged in at your website (not your Zendesk). I believe that is why the last line assumes you'd have some sort of javascript variables holding data, ready to pass along to the feedback tab.

If you just want to set up the feedback tab on your existing Zendesk site, you can do that without worrying about this. I've done it (so has Zendesk....just look to the left of this page and you'll see the "Support" tab) and I didn't have to code any extra javascript variables. The one thing I did have to do is insert a </script> tag at the beginning of the feedback tab code (in the widget), in order to end some previously running script, and allow this one to operate independently.

Now, if you're trying to pre-populate the feedback tab with the user's Zendesk credentials....then yes, I can understand your frustration if the Zendesk variables don't work. Seems like they should. But I also know they are limited to working in certain instances. Maybe this isn't one of them. We'd have to hear from Zendesk on that....I cant' answer it.

Beyond that, if we're all barking up the wrong tree, I think you'll have to be a little more specific as to exactly what you're trying to accomplish.

October 04, 2012 17:23
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Ruben

Hey

This is not working for me, how can I make it work? Tried a few stuff!

Cheers

Ruben

P.S. It was REALLY hard for me to open a ticket ... looks like a weird thing for a ticketing provider :P

October 23, 2012 10:45
User photo
Mauricio dos Santos Lopes

which the direct link to the guide feedback? must enter by clicking on a phrase instead of next to the image Zendesk ...

October 23, 2012 11:40
User photo
Ruben

Mauricio - sorry wrote this on the wrong thread. who shall i be emailing / taling to to ask some questions about setting up zendesk properly? Cheers :)

October 23, 2012 15:24
User photo
Ruben

Considering this thread (now on the right location), I was wondering: how can we make it non-compulsory to enter certain elements such as name or question? ideally i d just like to get one field where people drop whatever they want in there to make it as smooth and short as possible for people to give us feedback.


Thanks :)

October 24, 2012 03:01
User photo
Justin Seymour
Zendesk

If you have specific questions about your Zendesk setup, feel free to send us an email: support@zendesk.com 

Ruben: You can modify your ticket fields from Manage > Ticket fields. Not all fields are mandatory, and to some extent, you can control which fields are visible and required by your end-users. 

 

October 24, 2012 04:43
User photo
Ruben

Thanks Justin. Had a look in there and can t seem to find a way to remove the 4 compulsory fields of the feedback form, neither of them actually except maybe for the 'subject'!?

Cheers

October 24, 2012 05:53
User photo
Justin Seymour
Zendesk

Some of the system fields are mandatory; you won't be able to disable those. 

October 24, 2012 06:06
User photo
Ruben

really? So people HAVE to put a question, their name and their email? that s quite annoying as it s too long a process for people to leave us feedback about the website etc.

Wd it be possible to look whether this may be feasible another way, directly in the HTML?

October 24, 2012 06:09
User photo
UNSW
unswf

Bump on Maarten Siersema's question, above, from 30 July 2012...

>> Is there a way to add attachments to the support request via the Feedback tab (like the original post ticket form?)<<

Is this possible?

Thanks! Crispin

October 24, 2012 21:24
User photo
Justin Seymour
Zendesk

Ruben: When using the Feedback Tab, those fields are required. You can create a custom HTML ticket form and pass those values to Zendesk via the API

Crispin: It is currently not possible to attach files via the Feedback Tab. You can enable the screencasts option which allows end-users to record a screencast before ticket submission. 

October 25, 2012 07:19
User photo
UNSW
unswf

Hi Justing - Thanks for the quick reply.

Screencasting is available only to Plus/Enterprise users, so no help to us Regular users... (https://support.zendesk.com/entries/21606048-enabling-screencasting...)

For users who need to add an attachment, eg excel file, etc, am I able to add additional text and a link to the 'standard' ticket form, eg oursite.zendesk.com/tickets/new?

October 25, 2012 18:16
User photo
Justin Seymour
Zendesk

You can't add any additional text to the Feedback tab. You could add a custom text field for your end-users to paste a link to an uploaded file, though it will obviously need to be uploaded externally. 

October 29, 2012 07:10
User photo
Kate
clarkbetty

Hey guys,

Hopefully someone has an answer on this. I followed the tutorial above to use a text link instead of a feedback tab to pop the feedback dropbox on our website at www.clarkbetty.com. The link I am using is in the footer, Common Questions. It currently is not working and I am pretty stumped =(

Here is my code -

 

<script type="text/javascript" src="//
assets.zendesk.com/external/zenbox/v2.5/zenbox.js"></script>
<style type="text/css" media="screen, projection">
@import url(//assets.zendesk.com/external/zenbox/v2.5/zenbox.css);
</style>
<script type="text/javascript">
if (typeof(Zenbox) !== "undefined") {
Zenbox.init({
dropboxID: "20099001",
url: "https://clarkbetty.zendesk.com",
tabID: "Support",
tabColor: "black",
tabPosition: "Left"
hide_tab: "true",
});
}
</script>

This is the code for the link that should pop the feedback box

<li> <a href="http://myaccount.zendesk.com/account/dropboxes/20099001"
onClick="script: Zenbox.show(); return false;">Common Questions</a> </li>

 

October 30, 2012 11:09
User photo
Espaço 2E Motos

how to access the account setup area?

October 30, 2012 13:17
User photo
Arnaud de Theux
Zendesk

@Kate

Here is what I did to fix the issue on my side.
Notice the added "</script>" at the beginning.

Hope that helps. 

</script>

<script type="text/javascript" src="//asset0.zendesk.com/external/zenbox/v2.4/zenbox.js"></script>
<style type="text/css" media="screen, projection">
@import url(//asset0.zendesk.com/external/zenbox/v2.4/zenbox.css);
</style>
<script type="text/javascript">
if (typeof(Zenbox) !== "undefined") {
Zenbox.init({
dropboxID: "20050373",
url: "https://mtonline.zendesk.com",
tabID: "support",
tabColor: "#D20C54",
tabPosition: "Right"
});
}

October 31, 2012 06:46
User photo
Kate
clarkbetty

Hey there,

Thanks for the response. That didn't fix it for me but I also noticed with your code that you don't have the line to hide the tab? Are you using Zendesk with a text link instead of a tab?

Thanks!

October 31, 2012 10:27
User photo
Scott Blumin
Is there a way to display the tab, but instead of it opening a window to submit a ticket, chat, etc...have it simply be a hyperlink to your portal home page?
November 05, 2012 17:49
User photo
Allen Lai
bitcasa

Can submitting feedback create a new idea in the forum instead of creating a ticket?

November 28, 2012 17:54
User photo
Justin Seymour
Zendesk

Feedback entries turn in to tickets only. There is no way to send those submissions to the forum. 

November 29, 2012 05:00
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Deepak Bhasin

Is there any way to pre populate the custom text fields?

December 06, 2012 04:35
User photo
Christineee Chapa
desmos

does the knowledge base search bar have its own API?

December 11, 2012 15:39
User photo
Justin Seymour
Zendesk

You can use the anonymous search function to query your public forums: http://developer.zendesk.com/documentation/rest_api/search.html

December 12, 2012 05:30
User photo
Eric Bernal

Does the tab have a way of recording what url it was triggered from? So that admin/support would know where the user was at the time they clicked on the feedback tab?

December 17, 2012 14:42
User photo
Jacob Gur
fareclock

It looks like the Zenbox is wiping out the browser history on our web site (we use location.hash routing). I do see history references in your javascript. Is that something you are intentionally doing?

December 31, 2012 12:30
User photo
Michael Aivaliotis
jki

For those wanting attachments to feedback tab. Go vote here: https://support.zendesk.com/entries/20480237-attachments-for-feedba...

January 02, 2013 09:49
User photo
Aaron Pewtherer
Zendesk

@Eric & Jacob: The dropbox/feedback tab is being loaded into a separate frame and we're relying on javascript's document.referrer. Other ideas have been discussed, such as using "document.location.href". However, this may open unnecessary security holes, and is not being discussed.

January 13, 2013 18:10
User photo
Gareth Hughes
cloudpay

What would the JS be to add a new line into the description field?

I would like to do

request_description: "---------------\nPlease type your message above this line \n [all sorts of useful stuff"

but the \n is getting ignored by all the rest of the JS

thanks a lot

January 21, 2013 04:15
User photo
Gareth Hughes
cloudpay

Sorry, but I asked about setting the request_description value which will get pushed into the Description field on the form. It's easy to add text but I can't get line breaks to work.

cheers

January 22, 2013 05:46
User photo
Justin Seymour
Zendesk

Hey Gareth: 

I've looped in some other folks to see if we can get an answer for you. Stand-by! 

January 22, 2013 06:50
User photo
Gareth Hughes
cloudpay

Thanks.

The context is that we have already integrated the matching Jira functionality into our web application and we show their tab on all of our test servers. We want to show the Zendesk tab for our live servers.

The Jira version supports hidden fields and we use JSP code to populate the Jira Environment field with a Map of system, session and user information and all it automatically makes it's way into Bugs raised by our testers. I want to simply reuse that Map structure here by dumping it into the description field. Not as nice, but still very powerful.

January 22, 2013 06:55
User photo
Art
captionsync

If we want to prepopulate the Name and Email fields for a tab that we put on the web portal, how would we do that?  What javascript variable names does Zendesk use for name and email of the logged in user?

January 24, 2013 10:15
User photo
Art
captionsync

Regarding the question I asked above earlier today, I see that it was asked back in October by Justin Graves and Marci, but not answered.  It must be possible, since the zendesk portal displays name and organization in various places, and the email of the logged in user is also known.  I guess we could use the API to retrieve user info first and then populate our own javascript variables.

Also, is there a way to pre-populate custom fields in the Submit a Request form on the Zendesk portal?  I'm guessing not.

January 24, 2013 14:48
User photo
Art
captionsync

One last question: if it's not possible to prepopulate ticket fields on the Submit a Request form, is it possible to display a widget on that page, like on the other pages of the portal?

January 24, 2013 14:54
User photo
Anthony Roman
Zendesk

Hi Art,

I saw you have some questions in the forums and wanted to help.

If we want to prepopulate the Name and Email fields for a tab that we put on the web portal, how would we do that? What javascript variable names does Zendesk use for name and email of the logged in user?

Regarding the question I asked above earlier today, I see that it was asked back in October by Justin Graves and Marci, but not answered. It must be possible, since the zendesk portal displays name and organization in various places, and the email of the logged in user is also known. I guess we could use the API to retrieve user info first and then populate our own javascript variables.

Also, is there a way to pre-populate custom fields in the Submit a Request form on the Zendesk portal? I'm guessing not.

One last question: if it's not possible to prepopulate ticket fields on the Submit a Request form, is it possible to display a widget on that page, like on the other pages of the portal?

# Here is how you pre-populate the feedback tab fields.

Some of the data in the Feedback Tab tab can be pre-populated so that your users don't have to enter it themselves. For example, if you know who the user is (because they are logged in to your site), you can grab their name and email address and enter into the form when the user clicks open the Feedback Tab.

You can pre-populate the data in the following fields:

requester_name
requester_email
request_subject
request_description

All of these are set in the init function in your Feedback Tab JavaScript code.

```

```

The values assigned to these fields would of course be the JavaScript variables you created to hold this data.

However, custom fields cannot be pre-populated, only the ones mentioned above.

Hope this helps.

Thanks! :)

Love Your Zendesk!

Anthony Roman | Customer Advocate | support@zendesk.com

January 24, 2013 23:30
User photo
Anthony Roman
Zendesk

Hi Art. Please see this link to guide you on how to pre-populate fields in the feedback tab.

https://support.zendesk.com/entries/20990726-setting-up-your-feedba...

January 24, 2013 23:33
User photo
Justin Seymour
Zendesk

Hey Gareth: 

Here's a comment I received from a team member: 

This data is passed ultimately passed via a URL, so it needs to be URL-encoded. The URL-encoded newline is %0A. The following should work:

request_description: "---------------%0APlease type your message above this line%0A[all sorts of useful stuff"

January 25, 2013 09:21
User photo
Gareth Hughes
cloudpay

Thanks Justin, works perfectly.

Can I recommend you look to support hidden fields?

cheers

January 25, 2013 09:34
User photo
Max

Hi! Is there a way to rotate feedback tab in custom mode? I want to change text direction (tab align right and text direction from bottom to top), but can't find specific settings to do it. Custom css at advanced customization page changes just feedback form, not the tab, actually...

February 18, 2013 03:40
User photo
Aaron Pewtherer
Zendesk

@Max: This article is more about CSS on the tab: https://support.zendesk.com/entries/21710527-The-New-Feedback-Tab-a...

February 18, 2013 09:41
User photo
Max

Thanks, that's it!

February 18, 2013 23:38
User photo
Barrie
privatepropertyonline

Is it possible to alter the prompt "Submit a support request" on the attached window (choice between chat and submitting a ticket). 

The tab on our site will be asking for Feedback and the intention of using Zendesk (initially) is to do just do that and not necessarily for support requests only. 

I would prefer to change the text to something like "Submit your feedback". If not the text, is there a way of overriding the interface with an image using CSS on this window?

Thanks...

February 20, 2013 01:34
User photo
Justin Seymour
Zendesk

That text and functions of the tab aren't very flexible, unfortunately  There might be some custom JavaScript floating around that would allow you to change some of those elements, but I'm not able to find anything at the moment. 

February 20, 2013 05:33
User photo
burak

Hi, 

Is it possible to add different feedback tabs with different languages?

I have a game that supports multiple languages and i want help tab to support users choosen language as well.

Thanks.

February 25, 2013 08:48
User photo
Brandon K.
Zendesk

Burak,

You'll need to create multiple feedback tabs for each language, but this is definitely possible. Check out this article for more information on how to do this!

 https://support.zendesk.com/entries/20886698-configuring-your-help-...

March 04, 2013 13:04
User photo
Don Taylor
cacfpsupport

Regarding the topic above, Pre-populating data in the Feedback Tab:

We're putting a chat tab on our Zendesk site.  Does our Zendesk site populate user variables that we can use to set requester_name and requester_email in the tab?

 

Thanks for any tips...

 

Don

March 06, 2013 12:33
User photo
Brandon K.
Zendesk

Don,

If you are embeding the Feedback tab on an external site and have set up Javascript variables to hold your user information, you could pre-populate the tab using the tip at the end of the article: https://support.zendesk.com/entries/20990726#topic_cim_wkf_ff

Unfortunately, there is no way to pull this information if the tab is on your Zendesk home page. The Feedback tab is created as a global Javascript widget and would not have access to user information. It might be possible to use the API to pull user information to fill out a field, but I can't think of a way that you would be able to get the API to dynamically add whoever was opening the tab at the time. So I guess the short answer is no, this isn't possible.

March 06, 2013 15:03
User photo
Thomas Andersen
tv2net

Anyone got any tips for customizing the feedback tab for smart phones? Can CSS do the trick?

March 12, 2013 05:51
User photo
Jennifer Rowe
Zendesk

Hi Thomas,

This might be a good question to throw out to the larger community in our Community Q&A forum. That one gets more traffic.

March 12, 2013 14:26
User photo
Deepak Saini

Hi,
I'm embedding zendesk feedback tab in my external site and using the below written code, everything works fine except when chat window pops up an unsafe javascript error occur , that might be due to cross domain so the request for chat never received to any agent
<iframe src="http://myaccount.zendesk.com/account/dropboxes/20152233" width="100%" height="100%"></iframe>

<script type="text/javascript">

if (typeof(Zenbox) !== "undefined") {
Zenbox.init({
dropboxID: "20149851",
url: "https://myaccount.zendesk.com",
tabID: "support",
tabColor: "black",
tabPosition: "Left"
});
}
</script>

March 20, 2013 21:22
User photo
TJ Baker
joomlashack

Howdy ZD Peeps,

Will we be able to get the nice bottom tab that is presented when setting up a feedback tab any time: http://screencast.com/t/gelpt9jS

That would be most excellent!

March 27, 2013 10:32
User photo
Brandon K.
Zendesk

Hey TJ,

That's our contextual help tab! We introduced this into our product a few weeks ago to help our users set up their system and have all information where they need it. The contextual help tab should appear on any administrative page and will give tips and link to helpful forum articles.

Where are you hoping to get this tab at?

March 29, 2013 12:43
User photo
TJ Baker
joomlashack

Hi Brandon,

Thanks for the reply!

Would love to present such tab on an external site (our website) for example.

March 29, 2013 12:47
User photo
Brandon K.
Zendesk

Hey TJ,

The contextual help tab is meant only to be an internal way to assist your administrators in setting up their Zendesk account and does not have a way to embed the tab on external sites. I'll see if we can share this code though and help you create a similar tab for yourself on your external site!

March 29, 2013 16:16
User photo
Max McCal
Product Manager

Hey, TJ - 

I'll go ahead and mention that we do hope to build some kind of function like this for your own personal use in the future. Not certain what form that will take quite yet, but we definitely want to create new and better ways for your customers to access your forum content through your own website. Unfortunately, or own help tab is unrelated to the feedback tab. It's very specifically designed only with our own content in mind for the time being. Whatever tool we develop for your own use will probably be unrelated to this. Stay tuned.

March 29, 2013 16:23
User photo
mark hinson
Merlin Information Systems Limited Group

hi Brandon,

To you comment a year back in reply to Don about pulling user information to fill out a field on the feedback tab (such as requester_email) when the feedback tab is embedded in our Zendesk Home page, you said that this is not possible because the feedback tab is global javascript which has no access to user information in Zendesk.

Are there any options to overcome this to allow logged in users to initiate a contact via feedback via the Zendesk home site without having to enter their user information?

thanks, Mark

April 24, 2013 04:53
User photo
Jamie Dimmel

I have to say as an end user I  HATE this crap, like your moving 'Support' 'tab' on the left of this page that you are advertising here. Ninety-nine percent of the times when I see my screen real estate STOLEN like this I do one thing - LEAVE THE PAGE AND NEVER COME BACK! Life is too short to constantly be reminded someone is stealing from me and having the frustration and stress of not being able to stop it and still see the site. So, good luck with keeping customers, cause anyone using this won't have me as one.

April 24, 2013 16:12
User photo
TJ Baker
joomlashack

Hi Jamie,

In case you missed it, there are many ways to present a 'feedback tab', and the side tab is just one of them (and the default, but easily changed).

You can have the form triggered by a link, present the form on a page via an iframe, or use custom javascript to do whatever you want.

Zendesk provides the most flexibility I've seen for customization, and have considered many use cases to allow flexible customization... that's why I've stuck with 'em so long myself ;)

April 24, 2013 16:17
User photo
Sergei Shablovsky

Dear Anton de Young!

At the first let me say that I LOVE ZENDESK products! So amazing and powerful! Thank You so much!

Recently I see great feature from one site (Manfred Schwind, Friendly Software, iVolume app). One view is better than thousand words, so please go to http://www.mani.de/en/about.html, click on "Contact" and see how "Take screenshot" work for You...

Amazing! Really !

Most of our customers write it feedback from rear of computer screen, much of them is about web-based products support. This is really amazing feature!

How to about implement it ?

April 30, 2013 02:09
User photo
Luiz Teixeira
unexonline

Hi All,

Is there a way to suppress the "Name" field in the Feedback Tab form? The reason I ask is because we use custom fields First Name and Last Name, so if we enabled Feedback Tab, the "Name" field would be redundant. Thanks much! 

May 02, 2013 18:46
User photo
Kristian Blackburn

Hi All

I am just investigating using the chat option. I am about to set up 3 different support groups as we support 3 different products. We are in the process of setting up 3 different phone numbers onto Zendesk to channel the calls to the correct agents.

Is there anyway that chat can do the same? My agents all have different skill sets and I would like the end user to select which system they use and it would then channel the chat to the correct group - is this possible at the moment? Or are there any workarounds??

Thanks

Kristian

May 10, 2013 00:36
User photo
Jeremiah
Zendesk

Hello Luiz,

The name field can be hidden with CSS, but it's a required field and this part cannot be changed, if hidden it will just simply not let you submit a request. This will forfeit that function of the Feedback Tab. My apologies for any inconvenience caused by this. 

May 13, 2013 15:43
User photo
Brandon K.
Zendesk

Hello Kristian,

Unfortunately, Zendesk does not allow you to set up chat groups to answer requests from different feedback tabs. As long as you are using one Zendesk account, all chat requests will feed into the same location. One way I could see this working, however, is if you were on the Enterprise plan and set up each of your spokes to have different Feedback tabs. Because each spoke is an individual Zendesk account, your Feedback tabs would be able to send requests to separate locations. The only issue with this would be that your agents would need to log into the spokes for chat requests and the hub to work on tickets into your system. If your agents are ok with this workflow though, it would work pretty close to how you want it.

May 13, 2013 18:39
User photo
Kevin Enos
sharecare

Hi,

I have a question about this feature:

"Enable topic suggestions & knowledge base search

With this option selected, end-users first see the prompt to search your knowledge base; the options to request support or begin a chat are not shown. A list of knowledge base articles that contain the words the users entered are displayed. If none of the search results are useful to the user, they can click None of these are helpful - get in touch, which shows them the options to request support or begin a chat (if enabled). When a user clicks a knowledge base article link, your Web portal knowledge base is opened in a new browser window."

 

Is there a way to modify this so it opens n the same window? I am linking to the feedback tab when a user clicks Submit A Request on my web portal and would rather than stay within the portal rather than open a fresh instance of it in a new window/tab.

Thanks!

Kevin

May 28, 2013 09:39
User photo
Brandon K.
Zendesk

Hey Kevin,

The way that the Feedback Tab is designed all links will open up in a new browser window. Although it would be possible to edit the code of the feedback tab to tell it to open up forum links in the same window, there is no simple way in Zendesk to make this change. You could try contacting our services department at services@zendesk.com where we would be able to create this for you on a contract basis. Or if you have development resources internally, you can find the html code for the Feedback tab by going to Admin > Channels > Feedback tab and then clicking 'Preview and grab code snippet' once you have configured the settings you want.

May 28, 2013 18:12
User photo
Brian Adkins
precisionlender

We just went through an exercise where we needed the ability to direct users to our support home page AND automatically pop up the feedback 'wizard' if a specific query parameter is set.

Made a community tip in case anyone else needs the same functionality.

 

Have the feedback tab pop-up automatically when a specific URL Query Parameter is present:

https://support.zendesk.com/entries/24131796-Have-the-feedback-tab-pop-up-automatically-when-a-specific-URL-Query-Parameter-is-present

June 13, 2013 12:44
User photo
Alex Knight
resilience

Is there any way I can get rid of the "Powered by Zendesk" text that shows up at the bottom of the search window?

June 14, 2013 13:47
User photo
Anton de Young
Zendesk

Alex, 

Yes. The CSS code is at the end of this article: https://support.zendesk.com/entries/21010623

June 14, 2013 13:50
User photo
Thamara Dhanushka

Hi zendesk,

I need to open two types of feedback form in a same page using two different links. One form is pre-populated with data other one is a blank feedback form.

Always one form seems to be working. Please help.

Thanks

July 09, 2013 05:46
User photo
Lawrence Tang
clicktime

Thamara Dhanushka's question would be useful for me, as well - any solution?

July 25, 2013 08:40