Configuring components in the Web Widget

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41 Comments

  • Thomas D'Hoe
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    For all of you having trouble writing code, or if you want a quick and easy way to test out what all the customisation options do:

    My colleague (@tverschoren) built a web tool that generates the necessary custom code for the available changes you can make.

    https://widget.verschoren.com

    Hope this helps someone!

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  • Carl Moore
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    Is there a way to add a CC to the web widget so that a user can enter people that he'd like to copy on the ticket?    

    Carl

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  • Thomas Verschoren
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    CC is currently not exposed as a feature for the Zendesk widget. 
    That’s only possible for forms on Guide or email.

    You can make a feature request in this community section, which may or not be picked up by Zendesk.

    Would be a cool feature though 😎 

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  • Juan Espinosa
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    Question, is there a way to edit the widget's "Contact Us" action? 

     

    We'd like to have it redirect to our site page where users can submit tickets vs having forms available on the widget. 

     

     

    Thanks! 

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  • Brett - Community Manager
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    Hey Juan,

    I wasn't able to track down a way to accomplish this within the Web Widget. To see a full list of customization options with the web widget, take a look at this article: Advanced customization of the Web Widget

    Otherwise, you'll need to create your own widget that links to this external form you've set up.

    Let me know if you have any other questions for me.

    Cheers!

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  • Dennis Beltran
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    We currently have Chat, Help Center, and Contextual Help toggled ON in our Web Widget.

    We decided that Contextual Help isn't giving the best providing the experience we were hoping for so we want to toggled it OFF. However, one issue when we discovered is the Web Widget hides the Live Chat button up clicking on the launcher when Contextual Help is toggled OFF. It only displays the search bar. Not until AFTER a search is perform and search results are displayed that the Live Chat button appears.

    My question is: Is there a way to display both the search bar AND the Live Chat button at the same time upon opening the launcher? 

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  • Dan Ross
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    Hey Dennis Beltran

    Sorry for the delay in answering your post! I don't think there's a way to accomplish what you're describing with the web widget natively. The point of the Help Centre search function in the widget is to attempt to deflect tickets away from the chat and contact form channels, by trying to serve useful content to customers. I think the rationale behind this is that providing users the ability to interact with an agent before trying to self serve doesn't help businesses deflect unnecessary tickets.

    However, if you're set on this idea, you could likely do so using the Zendesk Web SDK to create a widget that you could customize the look, feel and behaviour of. This would be a decent investment of developer resources however.

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  • Dennis Beltran
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    Dan Ross if that is the case, then why is the Live Chat button displayed when Contextual Help is toggled ON?

    As you can see from the screenshot, customers doesn't have to perform a search before the Live Chat button appears. Once the launcher is opened, a customer had direct access to Live Chat button. The rationale changes depending on whether Contextual Help is enabled/disabled. Very inconsistent.

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  • Dan Ross
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    Hey Dennis Beltran,

    I don't work for Zendesk, so I can't really provide insight into the rationale. If you're asking my opinion though, i think they did this because contextual help attempts to provide suggested answers to the user, it's basically already doing the 'search' part of the process automatically based on what the it thinks a user might find relevant. This puts the widget into the 'display results and offer contact' mode that you're seeing here.

    Without the contextual help on, the automatic search isn't done, so to get to the contact/results page, one needs to be done. Personally, I want to attempt to deflect users and have them attempt to self serve before we allocate human resources to a chat, but that need can vary from business to business.

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  • Alejandro Colon
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    Stuart Hallows

    I saw your post. 

    https://github.com/Ajhad1/Zendesk-Web-Widget-Modifications

    It should allow you to remove the thing you wanted to be removed.

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  • Alejandro Colon
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    Carlo Soresina

    https://github.com/Ajhad1/Zendesk-Web-Widget-Modifications

    That link will help you remove the thing you want to change. 

    Sadly, it is the best I can do.

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