Setting up and using the Zendesk Support for Wordpress plugin Follow

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Using the Zendesk Support for Wordpress plugin, you can connect your Wordpress site and its users. Using the plugin you can do the following in Wordpress:
  • Enable your registered or unregistered (anonymous) Zendesk Support users to submit support requests from within the Wordpress administrator dashboard (see Setting up anonymous ticket submissions with Zendesk Support for Wordpress).
  • Convert blog comments into tickets and add a public comment that can also be posted as a reply in the blog post.
  • View all of the tickets in the tickets widget, which is added to the administrator dashboard.
  • View details for each ticket and then open them in Zendesk Support to make updates.
  • Add a contact form to the administrator dashboard so that your site users can quickly make support requests.
  • Set the visibility permissions for each type of registered Wordpress site user (administrators, editors, authors, contributors, subscribers), allowing them to either see the tickets widget or the contact form.
  • Add the Web Widget to your Wordpress site.
  • Enable your users to sign in to Zendesk Support using single sign-on (SSO) (see Setting up single sign-on (SS0) for Wordpress Wordpress).

Installing the Zendesk Support for Wordpress plugin

The Zendesk Support for Wordpress plugin can be added to your Wordpress site just like any other plugin. Plugins are only supported in self-hosted Wordpress sites (, not free hosted sites on

To install the Zendesk Support for Wordpress plugin
  1. Download the plugin at
  2. Log in to your Wordpress site as an administrator.
    Note: If you installed a beta version of the Zendesk Support for Wordpress plugin, delete it in Wordpress before installing the new version.
  3. In the dashboard, select Plugin > Add New.
  4. Select Upload.
  5. Click Browse to select the file you downloaded (
  6. Click Install Now.
  7. After the file is uploaded and installed, click Activate.

The next step is to configure the plugin with your account information and then select the features that you want to enable.

Configuring the plugin settings

Activating the plugin adds a new panel to the Wordpress administrator dashboard, as shown here:

You need to configure your subdomain to access Zendesk Support in Wordpress.

To configure your Zendesk Support instance in Wordpress
  1. Click the set up link and you'll be prompted to enter your subdomain.

  2. Enter your subdomain.
    Note: If you use host mapping, this is automatically detected when you save the account settings.
  3. Click Save Settings.

You will next be prompted to optionally set the visibility permissions for your registered site users, customize the contact form, allow support requests from unregistered (anonymous) users, and to add the Web Widget to your Wordpress site.

For information about allowing anonymous users to submit requests, see Setting up anonymous ticket submissions with Zendesk Support for Wordpress.

You can set these options immediately or later by selecting the Zendesk Support settings from the Zendesk Support for Wordpress panel, as shown here:

Setting the dashboard widget visibility by user type

You can add either the contact form or the Zendesk Support widget to the dashboards of the registered users (administrators, editors, authors, contributors, subscribers) of your Wordpress site. The contact form allows them to submit support requests directly from Wordpress and the ticket widget allows users who are also Zendesk Support agents to view tickets and quickly access Zendesk Support to make ticket updates. In other words, the contact form is for users who need to submit support requests and the tickets widget is for agents to manage tickets.

To set the dashboard visibility
  1. When you initially set up the plugin, the settings page is displayed after you've configured Zendesk Support. You can otherwise access this page by selecting Settings from the Zendesk panel. Visibility permissions are set in the Dashboard Widget Visibility section.
  2. For each type of registered site user you can specify the following:
    • Don't display anything
    • Show a contact form
    • Show the tickets widget
  3. Choose a visibility setting for all user types:
    • Administrators
    • Editors
    • Authors
    • Contributors
    • Subscribers
  4. Click Save Changes.

Customizing the contact form

Using the contact form, your registered site users can submit support requests.

The contact form is added to the Wordpress dashboard when enabled for the types of users described above. You can modify the wording of each element of the form (title, summary, description, and the button label) on the Settings page.
Note: You cannot currently add custom fields or otherwise modify this form.
To customize the contact form
  1. Select Settings from the Zendesk Support panel.
  2. In the Contact Form Settings section, enter text for the form title, summary label, details label, and submit button label.
  3. Click Save Settings.

Adding the Web Widget to your Wordpress site

Using the Zendesk Support for Wordpress plugin, you can also easily add the Web Widget to your Wordpress site. After integrate your Wordpress site with Zendesk Support, the Web Widget code is automatically pulled into Wordpress.

To add the Web Widget to your Wordpress site
  1. If you haven't already done so, set up Zendesk Support Web Widget (see Using Web Widget to embed customer service in your website).
  2. In Wordpress, select Settings from the Zendesk panel.
  3. Select one of the following Web Widget display settings:
    • Do not display the Web Widget anywhere (this is the default)
    • Display the Web Widget on all posts and pages
    • I will decide where the Web Widget displays using a template tag
  4. If you selected to use a template tag, you can then place the Web Widget where you would like it on your site using the following template tag:
    <?php if ( function_exists( 'the_zendesk_webwidget' ) ) the_zendesk_webwidget(); ?>
  5. Click Save Settings.

The Web Widget behaves as it would when added to any other web site. You can, for example, configure it to also allow users to chat with agents and to search your knowledge base.

Submitting a request from the dashboard

Registered site users who have been granted permission to see Zendesk Support contact form (shown above) on their dashboards, may submit support requests. These users can either be registered users in Zendesk Support or you can allow unregistered (anonymous) users to submit requests (see Setting up anonymous ticket submissions with Zendesk Support for Wordpress).

Users simply fill out the contact form and click Submit. If you've configured the plugin to allow anonymous submissions, then the requester is not prompted to sign in to Zendesk Support; an agent acts as the delegate for anonymous requests. If not, all your users must sign in before submitting requests. After a request is submitted, the requester receives the usual email notification.

Using the ticket widget

Using the tickets widget, agents can view tickets using all of the shared views in Zendesk Support.

By selecting Change View you see and can switch to any of the shared views in Zendesk Support.

By clicking on a ticket, you see summary information about the ticket and make updates.

Converting a blog post comment into a ticket

You can convert blog comments into tickets in the dashboard. Only comments that have been submitted along with an email address can be converted into a ticket. The commenter's email address is used to add them to your instance of Zendesk Support and enable follow up communication about the ticket.

To convert a comment into a ticket
  1. In the Wordpress administrator dashboard, select the Comments.
  2. Locate the comment you want to convert to a ticket and click Convert to Zendesk Ticket.
  3. You'll be prompted to enter a comment, which can be posted as a response in the post. Enter your comment and then optionally select either or both of these two options:
    • Make this a public comment in the ticket
    • Post as a reply on this blog post
  4. Click Create Ticket.

All follow up on the ticket occurs within Zendesk Support.

Have more questions? Submit a request


  • 0

    I have replaced default WP commenting engine with Disqus; I hope there will, at some point, be a way to do the same with Disqus powered comments.

  • 0

    Is there a way to make this work for Wordpress multisite. If I were to run a multi site network and would like the users who create sites as a sub domain on my site, to be able to login to their sub domain backend and see the widget for "my" zendesk support (as opposed to their own zendesk). 

  • 0

    @Bina From our Developers: "We don't support multi site right now, we may in the future."

  • 0

    Thanks for helpful instructions, I installed and configured plugin w/ remote authentication.  However I noticed that using the support tab (dropbox), it still asks for user's name and email on contact form rather than logging them in.

    Does login only work for dashboard widget?

    Also, we disabled dashboard for our users.  Is there a template code we could use to add the contact form to a page of out choosing?


  • 0

    I would love this to work for multisite as well. Could we help out making that happen?


  • 0

    @Bina you can use Zen Desk with Multi-Site if you get a little creative... I run several MS systems and have a members only training area for each.

    All you need to do is include it in your members only area and you are good to go..


  • 0

    I would really appreciate a multi-site version of this plugin as well.

  • 0

    Is there a way to pop the contact form via a text link on a WordPress site, rather than using the Feedback tab? If you try to use a custom link in a menu, it will not let you have a multi-part link such as

    <a href="#" onClick="script:; return false;">Open</a>

    I have the Zendesk plugin with the floating tab working on my WordPress site. I'd rather just have a text link in my footer. Thanks.

  • 0

    +1 for mutli-site version (@Adrian Taropa)

    +1 for how to have the popup form be triggered from a text link, rather than using Feedback tab (@Dennis Vogel)

  • 0


    I am unable to see the contact form on the wordpress page I created. I am using the template tag which is described. please help.

  • 0

    Is it possible to use this plugin on multiple websites (not WordPress Multi-Site) but multiple, independent websites running WordPress, and have all tickets go back into the same ZenDesk account?

    For example:

    I manage client's websites at and

    If I install the plugin on both of those sites, will 1) it work? and 2) will all tickets created go to

    Thank you for your assistance!

  • 0



    Hi Aaron,

    We are using Wordpress for our sites. Can can the WordPress plugin for ZenDesk allow registered and anonymous users to attach files?


    Please confirm.





  • 0

    Yes, please support WP Multi Site!

  • 0

    We've properly installed the Wordpress plugin, but we're not seeing the "support" tab floating on the side of our page. If we paste the code directly into the footer template it works fine. Isn't this supposed to work via the plugin? Just checking.

  • 0

    Hey Howard: 

    Are you talking about the Feedback tab? That's not something that is native with the WordPress plugin. You can place the tab right on your Zendesk portal or on your external website, though you'll need to either embed the code in the HTML or link to it. See the Adding a Feedback Tab to an external web site _section here: _

  • 0

    A nice feature for your WordPress integration would be a way to integrate a Contact form or submit ticket form on the front end and not in the backend and in a way skip the "Name" and "email address" fields in the form. This way if the users who are already logged in on their front end page could submit a request seamlessly. 

  • 0

    All works fine, but today we've started to receive an error: "A new ticket could not be created at this time, please try again later." while trying to convert a comment to Zendesk ticket. It's some problems with your API/server or what? Or there are some restrictions on time/quantity for agents?

  • 0

    Hi Павел Карпов,

    Can you send a ticket to so we can help you troubleshoot? Thanks!

  • 0

    Yes, Jennifer, thank you. I've already did that too.

  • 0

    Hi UnlockBoot,

    You can sign up for a Zendesk trial here: You'll get to test Zendesk for 30 days and then if you decide to continue you can choose a plan and pay by credit card. 

    Let us know if you have more questions!

  • 0

    Hi guys and gals..

    We are using JSON token SSO with wordpress and Zendesk.  We are using Wordpress 3.8.1 (latest as of today).  The SSO is working great, but the dashboard widget is not.  With SSO enabled, and being already logged into the site, why do I still need to sign in with my Zendesk credentials?  regardless of this, it still isn't working to show any tickets or views in the wordpress dashboard.  Please see attached screenshot....  Can you give me any advice on how to remedy this?

    Cheers,   Chris

  • 0

    Hi Chris, 

    I'll create a ticket for you so we can look at this further. You'll have another email in a moment!

  • 0


    Also get the same message as chris on my wordpress website.

  • 0

    Claudio - We're looking at this currently. I'll make a ticket for you so we can keep you up to date with progress. Look out for another mail in a minute!

  • 0

    Just installed the 1.5.1 plugin update, and the Dashboard Widget visibility would be really useful, but it's not picking up all the user roles. It seems to only be set for core WordPress ones?  I've got some sites for example using WooCommerce which introduces a Shop Manager role, and that's not showing up in the plugin, so they're not getting the Tickets widget or the Contact form, whereas before they got the Tickets widget. Is it possible to drop a filter into functions.php or something?  

  • 0

    Will the dashboard login be getting the social media login options?

  • 0

    Finally managed to get the Tab on the side of my Wordpress site. 

    Somewhere I read that you can adjust the position of the tab, so that it floats more halfway down the page. 

    Can you tell me the line i have to adjust in order to do that? I can't find it anymore.



    • gerwin
  • 0

    Gerwin...  add this to your stylesheet or your theme's custom CSS:

    #zenbox_tab {

    top: 50% !important;


    adjust the 50% accordingly to how far down the page you want the tab.



  • 0

    Thanks Chris, I tried that in every way possible (only in the theme's stylesheet, the Custom CSS is only included in an upgrade for 30 bucks according to google.. )

    But didn't quite work out, I saw that the stylesheet doesn't use hashtag to start a line so here i tried with a period... but also with hashtag, with both... didn't work...

    umm.. any suggestions? :) 



  • 0

    #zenbox_tab {top: 50% !important;} worked great.  I was wondering if I can do the same with the Zenbox dialog/popup for the Wordpress plugin?



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