Adding Web Widget (Classic) to your website or help center

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  • Kate Ambash

    we have multiple help centers and I'm trying to turn on the web widget for one. When I got to Channels > Widget, it only seems possible for one of my brands. How can I get the correct one to show?

  • DJ Buenavista Jr.
    Zendesk Customer Advocate

    Hi Kate,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, you can enable the web widget for one of your Brands from the Support page, go to Admin > under Channels, click on Widget. You will be able to see the list of your brands here, and you need to select the brand that you wanted to enable. Please see this screenshot:

    Please don't hesitate to reach back if you have any other concerns or issues. Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr.

  • Joyce

    I've enabled "Add to Help Center" in Support and can see the widget in my help center. However, I don't see the widget script in document_head.hbsdocument_head.hbs like this article says. Has it been moved somewhere else?

  • Jeremy Gregory

    Racking my brain (and banging my head on the desk). I cannot find a solution to this issue.

    I have the Web Widget installed on our site, but I want to have a welcome message, instead of just a search for articles. The only way I can see to do this is prepopulate the search terms to display "Top results". I'm only going to have one result for the welcome message, because I added a label.

    Question... Is there ANY WAY to automatically have the written article populated when they initialize the Help Widget?

  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Jeremy,

    Are you pertaining to something similar to a proactive chat message? If yes, that can be achieved by using the Flowbuilder. Flow Builder allows you to create custom conversation flows for automating web and mobile messaging interactions with your customers, giving them the opportunity to self-serve their support issues before connecting with agents. You can check more information here: Using Flow Builder to automate conversations


  • Joyce

    Hi Cheeny Aban

    Could you shed some lights on this question I raised three months ago?

    After enabling the widget via "Add to Help Center" in Support don't see the widget script in document_head.hbs like this article used to say (This mention has been removed since but no answer was given). 

    Is the widget snippet visible anywhere? Asking because we would like to implement advanced customization of the Web Widget and would like to make sure that whatever customization we have is right below the widget snippet. 


  • Greg Vowles

    Hi, hopefully a simple question:

    We have embedded the Zendesk WebWidget into our application (its great and we love it).

    Question: What happens if a customer who is using our application, is using computer that doesn't have an outside internet connection (i.e. a closed network) - I'd imagine the app simply won't work (which is fine), but will it cause any issues/errors for the client?

    Many thanks


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