Why do I see two widgets on my Help Center?

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  • Jay Frank

    Why can't they both be active?

  • Laura Hippert

    Hi Jay, 

    If you want both of the widgets to exist, you certainly could have them, but the Web Widget can provide all the functionality in the Help Center. Having both would be redundant and will increase your page time load without adding any additional features. 

  • Trevor Kanaya

    Have the guide admin settings since changed? We are exploring the idea of two widgets, one specifically for the Help Centre and one for a purpose-built chat page (we wouldn't want visitors to be able to chat from anywhere else). But currently it seems that there can only be one widget that performs both functions.


    When I go under Guide > Settings > Integrations as instructed, I don't have a chat option:


    Additionally, the snippet for the widget is identical both under the widget channel and in the chat widget settings specifically, meaning wherever it's embedded, it seems to be the same widget.


    How would you advise on the need for two separate widgets - one for the Help Centre which would not include chat, and one for elsewhere that would be only chat?


    EDIT: I just realised we're on chat "phase 3" I believe, does that mean we only have the option for the integrated widget? I.e. Help Centre + Chat in one, and no option to separate them?



  • Brett Bowser
    Zendesk Community Team

    They Trevor,

    You will have one widget tied to your account, however, you could enable Chat in your widget under Admin>Channels>Widget and use javascript/api to suppress certain parts of your widget on certain pages. I would recommend taking a look at the following article for advanced widget customization options: Advanced customization of the Web Widget

    Let us know if you have any other questions!


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