Web Widget (Classic) resources

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Amy Malka

Zendesk Documentation Team

Edited Mar 19, 2025

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26 comments

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    Newest
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      Gabriel Manlapig

      Hi Dipesh,

      The reason you're missing the Web Widget (Classic) is likely due to messaging being enabled. Messaging is a newer version of our older Live Chat product. To access the Web Widget (Classic), you will need to switch back to Live Chat. Would you mind trying to disable messaging by following the steps outlined in the article below:

      How do I turn off messaging and go back to live chat?

      I hope that helps. Thank you!

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      Dipesh Adhikari

      Why web widget classic is not showing in my admin center?

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      Christine

      Hi Christina,

      It appears that you have posted a duplicate for a similar question, I'm re-sharing my response to your previous comment, just in case you missed it. 
       

      There isn't a native way in Explore to get a report on which particular article has been viewed prior to ticket creation.

       

      However, there are three workarounds that might suit your workflow:

       

      • Knowledge base dataset in Explore

        Use the Knowledge base dataset in Explore to see the overall role of the users who viewed the articles published in your help center. If you want to create your own custom report, the name of the attribute is Engagement user role. Otherwise, use the prebuilt tab on the Zendesk Guide dashboard and scope the User role filter to the intended role.
        user role in the knowledge base dataset

       

      • Customer context in the context panel

        Within the Support and ticketing instance, if you use the Zendesk Agent Workspace, you can see the visitor path, or the Pages viewed, in the customer context in the context panel. This feature displays the web pages, app screens, or help center articles the requester has viewed.

       

      • Google Analytics

        Use Google Analytics to create your own reporting structure. However, Zendesk Customer Support doesn't support this option because the Google Analytics implementation is out of scope.

       

      For related information, see this article: Analyzing your knowledge base activity with Explore.

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      Christina hernandez

      Hi, question on Web Widget and Help Center articles. Can you pull data on what Help Center page the user was on when they submitted a ticket via the widget? If so, what metric/explore dashboard would I look in? Thanks! 

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      Arianne Batiles

      Hi 1266666835290,

      You can build out an HTML form and use our API to submit the request, as mentioned here. 
      See Building a custom ticket form with the Zendesk API for more details. 
       
       
       

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      Nacho Cardozo

      Hi! Our team needs to share our "report an issue" form with some customers/teams that need to report issues about our product, so we were wondering if there is some way to have the form exist somewhere as the main thing within a page and not as a small widget in the corner. Something like a google form that we can share the link to. Is that possible? TY!

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      Alicia Schaefer

      Hello! I'm wondering if there are any plans to allow multiple web widgets per brand? We have multiple bots we'd like to place on different pages of our site, not only to help our customers/members get support via a bot, but we want to provide translated versions of each bot also so we don't have to use the auto-translate feature. Thanks in advance!

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      Jupete Manitas

      You are welcome, Nacho! We hope that works! 

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      Nacho Cardozo

      Thanks Gabriel, I'll give it a shot!

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      Gabriel Manlapig

      Hi Nacho,
       
      You can use the offset setting to reposition the Web Widget (Classic) on your desktop or mobile devices. Use the initial position setting as the point of reference, and then use the offset setting to move the Web Widget (Classic) horizontally, vertically, or both from that position (in pixels).
       
      For more information, see the developer documentation for the offset setting in this link. I hope this helps you. Thank you!
       

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