WordPress: Setting up and using the Zendesk Support for WordPress plugin

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19 Comments

  • Cheryl Schmelzer
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    I've integrated my Wordpress and Zendesk accounts, and I enabled the Web Widget. When I click the button, I only see the Contact Form. I do not see the Help box first, where I can type search text and see a list of topics in Zendesk that match.  I am linking to a sandbox version of Zendesk. I created a temporary Zendesk site, and when I configure my Wordpress site to work with that site, it works fine.  Is there a setting in Zendesk that may be disabling the Web Widget?  Thank you.

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  • Shannon Anahata
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    Hi Cheryl! 

    This sounds like you don't have the web widget configured to display Help Center articles. To turn that on, go to your Zendesk account, Admin (the cog) > Widget > Configuration. 

    Once there, make sure the Help Center button is switched on. Since you say you tested the same widget on a test account and it works, we may need to investigate further into what's specifically going on with your account. Feel free to open up a ticket with us if you continue to have problems!

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  • Cheryl Schmelzer
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    Hi Shannon,

    Thank you for the response.  After some additional testing, I realized that I wasn't seeing the search results because our Zendesk site requires a login.  Then I found that there is a beta version of the plugin that does support restricted sites. I sent a request for a download of the beta plugin, but I have not gotten a response yet.

    Thank you!!

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  • Bahargate2017
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    Hey Guys!

    I am going to have my site ( https://bahargate.biz/ ) in other languages. Some of them are RTL such as Arabic and Farsi and some others are LTR.

    As Enfold is a translation ready theme, could you guys let me know the steps (1- 2 – 3 …) I need to take to create my website in other languages. I’ll start with Farsi.

    Thanks,
    Mohammad

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  • Nicole - Community Manager
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    Hey Mohammad - 

    Welcome to the Zendesk Community! Here's our documentation on configuring your Help Center to support multiple languages

    Enfold is a Wordpress theme, so if your questions are specific to that, you may need to reach out to them directly. While we do offer localization (i.e. Zendesk can determine where you are in the world and serve up the proper language site) we do not provide the translation services.

    Hopefully some other community members who have set up translated sites can jump in offer some help, too!

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  • Nate Legakis
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    It would be really nice to have the option to add custom ticket fields to the contact form.  Or, to redirect the user to the Help Center Submit a Request form instead of being stuck with the form above.

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  • William Michael
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    On my Wordpress site, the tickets widget on Admin cannot authenticate.  I don't understand how manual authentication can be required if SSO is enabled?  Notice also that there's an empty red error notification above the widget.  I've deactivated all plugins...same result.  I've changed themes...same result.  SSO works...but this tickets widget won't authenticate.  I've been communicating with Zendesk support agents for 2 days now.


    Edited by Zendesk to remove screenshot with personal information in it.

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  • Jessie Schutz
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    Hey William!

    I looked at your ticket and saw that you actually got this resolved by going to Channels > API and enabling Password Access. I'm glad you were able to get it figured out!

    I'm going to go ahead and remove your screenshot, though...it's got your email address in there and we don't want anybody using it for nefarious purposes.

    Let us know if you need anything else!

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  • Donny Michel
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    Hi, 

    I added the Zendesk plugin to my wordpress site and i am having issues logging in. When I log into zendesk directly, I use Gsuite however the plugin asks for a username and password but doesnt take my gsuite login. How can i log into the plugin since i do not have a login? 

     

    Thanks

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  • Andrew J
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    @donny,

    See below, you should be able to use a Zendesk username and password as long as you do not have this option selected. (Found under Security)

    You may need to disable the gsuite to create a password?  Can you then reset your password on Zendesk?  Will this then allow you to log in?

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  • Donny Michel
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    Hey Andrew,  

    I was able to create a password but i keep getting this message when i try to log into the plugin:

    "We could not authenticate you with Zendesk, please try again!"

    I was able to log into zendesk with the same username and password so I am not sure what is going on. any help would be great. 

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  • Andrew J
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    Hello Donny, does it work with the Gsuite off?  Or still not at all?

    I havent tried this for quite a while.  Are you an Admin?

    Let me know - if I have a bit of spare time, I might try connecting my account to a WP install.  You can contact me directly using https://bizstudio.co.nz

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  • Hale Bozkurt
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    Hello,

    Also is there an integration between Zendesk Guide and WordPress?

     

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  • Brett - Community Manager
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    Hi Hale,

    There's not integration between Guide and Wordpress at this time, however, you can embed the Web Widget into your Wordpress site and enable the Help Center within your widget. More information can be found in our Using Web Widget to embed customer service in your website article which I've attached.

    Let us know if you have any other questions.

    Cheers!

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  • xx du
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    Why I cant see ”Convert to Zendesk Ticket“ in my wordpress comments tab?
    That's the only function I need, but it seems nothing happened when I activate the plugin

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  • Brett - Community Manager
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    Hi xx du,

    The option should show up as long as the user that posted the comment has an email address associated with it. Is the option not showing up for any comments on your account? Have you tried uninstalling and re-installing the integration to see if that helps?

    Let us know!

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  • Mizan Hosen
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    i use the code manually in head tag but the widget dosen't show in my site https://thegamersmall.com/ please help me 

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  • Andrew J
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    This article is about using the Zendesk-Wrodpress plugin, so I'm not sure what that code is you are embedding.  It is not the Web widget code either.  You actually have the code in the body.

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  • Andrew J
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    Looks like your chat code is working though, possibly in the footer.  Can you clarify what the problem is?

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