Configuring components in the Web Widget

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16 Comments

  • Joana Crisostomo

    What are the fields that are included in the Contact form by default, if no custom fields are added?

    0
  • Nicole - Community Manager

    Hey Joana, here's what the default ticket form settings look like: 

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  • Joana Crisostomo

    Thanks @Nicole. 

    So if I understand correctly, when the end-user sees the web widget window in our website, the default fields they'd have to fill in would be just subject and description?

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  • Nicole - Community Manager

    that's correct, unless you make other fields required. 

    0
  • Sonia Radaelli

    Why I cannot see the option "Ticket forms" ?

    I have a Legacy plus version

    Thanks 

    Sonia

    0
  • Nicole - Community Manager

    Hi Sonia, 

    The Ticket Form option is only available to customers on the Enterprise plan, or the Professional plan with Productivity pack. 

    0
  • Julija

    Hey there can you advice please, we would like to have same help button as Zendesk has. I mean hanging on a side.

     

    I have been looking for some code lines and rules, but no success regarding that.

    please advise, if this is sharable info :)

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  • Jessie Schutz

    Hi Julija!

    Can you be more specific about where you're seeing this tab? That'll help me give you the right information. :)

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  • John E. Parra J.

    Hi, We are trying use the prefill option of zendesk settings but it not work, we did use the following code:

     

    window.zESettings = {
    webWidget: {
    chat: {
    suppress:true
    },
    helpCenter: {
    suppress:true
    },
    contactForm: {
    fields: [
    { id: 123456, prefill: { '*': 'b'} },
    { id: 1237,prefill: {'*': 'f'}},
    { id: 1356,prefill: {'*': 'g'}},
    { id: 14689,prefill: {'*': 'h'}} 
    ],
    ticketForms: [
    {
    id:123547}
    ]
    }
    }
    };
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  • John E. Parra J.

    and this another form

    window.zESettings = {
    webWidget: {
     
    chat: {
    suppress:true
    },
    helpCenter: {
    suppress:true
    },
    contactForm: {
     
    ticketForms: [
    {
    id:14689
    ,fields: [
    { id: 123, prefill: { '*': 'test'} },
    { id: 321,prefill: {'*': 'f'}},
    { id: 146,prefill: {'*': 'g'}},
    { id: 145,prefill: {'*': 'h'}}
    ]
    }
    ]
    }
    }
    };
    0
  • John E. Parra J.

    Any doesn't work only zE.identify but only fill name and email

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  • Romona Blackwood

    Hi John, 

    At first glance, it looks like there are three things that is causing the prefill not to work: 

    1. Fields array is an object of ticketForms. The way you have it displayed there are separate objects. I would recommend checking out the following documentation to help you format correctly:

    https://developer.zendesk.com/embeddables/docs/widget/zesettings#ticketforms

     

    2. Note: The API doesn't support pre-populating drop-down fields. However, you can set default values for custom drop-down fields in the Support admin interface (Manage > Ticket Fields). Did you set a default value for the custom field as recommended in the documentation below under fields:

    https://developer.zendesk.com/embeddables/docs/widget/zesettings#ticketforms

    If not, I would recommend that you do so.

    3. Ensure you have the correct field ID for each field. You may do so by navigating to Admin>Manage>Ticket Fields or by using the end-point /api/v2/ticket_fields.json to locate the field ID.

    Checking all these should fix the issue, however, if you are still having trouble, I would recommend that you send us an email at Support@zendesk.com

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  • Gary Johnson

    Hi ... we're looking at including a knowledge-base search bot style experience on a new application. As much as possible we want to avoid users leaving a message requiring us to get back to them but don't want to make it impossible to do so. 

    With Zendesk is it possible to make the "Or you can get in touch ... Leave a message" only after the user has spent a bit of time searching the knowledge base first?

    Thanks

    Gary

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  • Molly VS

    Hey Gary!

    Yes, absolutely. If you turn on the Help Center toggle, that forces users to search your Help Center prior to being able to submitting a ticket. This article actually walks you through the customer experience: Using Web Widget to embed customer service in your website

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  • Mary Paez

    We are thinking of implementing web widget.  However, our portal is open to anyone.  We would like to do the following:

    if a customer goes to type into the web widget, that it asks the user to login with their portal account.  This way if the user creates a ticket, that they are not just any user.  They must be a registered customer to do this.

    Is there a way to do this? And how?

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  • Ruel Antonio Calvelo

    Hi Mary, 

    Using the Widget API and Help Center Helpersyou can display the widget exclusively for users logged into the Help Center. For the complete instructions, kindly refer to this link. 

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