With the Web Widget, you can add customer support features from Zendesk Guide, Support, Talk, and Chat to your website or Help Center, so that your customers can get immediate help from a single interface, in whatever form they like best.
Here are the different ways that your customers can get help from the Web Wiget and how those methods correspond to your Zendesk products:
- Guide: Customers can search Help Center articles for immediate self-service.
- Support: Customers can submit a support request using a contact form.
- Talk: Customers can request a callback, or view a phone number that they can call instead.
- Chat: Customers can start a live chat with an agent.
For information about performing basic tasks related to the Web Widget, see these articles:
- Configuring the Components in your Web Widget
- Adding the Web Widget to your website or Help Center
- Removing the Web Widget from your website or Help Center
For a complete list of documentation about the Web Widget, see Web Widget resources.
About the Web Widget
Browser requirements for Web Widget
The Web Widget is supported on these browsers.
- Google Chrome: latest two versions
- Microsoft Internet Explorer: Internet Explorer 11 and Edge
Note: Keep in mind that Internet Explorer 11 is susceptible to memory leaks, which may impact performance.
- Mozilla Firefox: latest two versions
- Apple Safari: latest version
- iOS Safari: latest two versions
- Android browser: latest version
- Chrome Mobile for Android and iOS: latest version
Understanding the end-user experience
In the Web Widget, you can enable components to combine knowledge base search, live chat, phone calls, and contact forms. The end-user experience depends on what options are enabled and whether agents are online.
- Self service.
If the Help Center is enabled in the Web Widget, customers are presented with Help Center search first.
When you search, up to nine results appear, if matches are found. The customer can click on an article in the list and it opens in the Web Widget.If Contextual Help is enabled in the Web Widget, up to three suggested articles appear below the search box. When the Web Widget opens, it includes both self-service and the contact button. The suggested articles are determined by the page URL from which the customer accessed the Web Widget, or it is chosen by the administrator using advanced customizations (see About Contextual Help for the Web Widget).
- Live chat.
If Chat is the only contact option enabled in the Web Widget and a Chat agent is online, the launcher includes the Chat icon and says Chat.
If Chat and the Help Center are enabled, when a chat agent is online, the launcher includes the Chat icon and says Help.
If Chat is the only contact option enabled and no agents are online, the launcher does not display.
Once the customer opens the Web Widget, they see this:
The customer clicks Live chat, fills in a form (if enabled), and then clicks Start Chatting.
If an agent is available when the customer clicks the launcher, but the then agent signs off before the chat begin, the customer sees a message indicating that the Chat agent is not available.
- Phone calls.
The exact appearance of Talk in the Web Widget depends on the how it's configured by the administrator and the status of agents. Depending on your configuration, customers can:
- View a phone number that they can call
- Request a callback
- View the average wait time for a callback
If Talk is the only contact option enabled in the Web Widget and an agent is online, the launcher includes the Talk icon and says either Request a callback or Call us, depending on your configuration.
If Talk and the Help Center are enabled in the Web Widget, and an agent is online, the button says Help instead.
If Talk, the Help Center, and Chat, or contact forms are enabled in the Web Widget, and agents are online, the launcher includes a question icon and says Help.
If Talk is the only option enabled in the Web Widget and it is configured to allow callback requests, and then you click the launcher, the callback form displays.
If Talk is the only contact option enabled and Talk is configured for Call Us only, your phone number displays.
If Talk and the Help Center are enabled, and other contact options are enabled (for example, Chat or contact form), after a Help Center search the customer can access Talk from the Contact us button.
If Talk and the Help Center are enabled, and Chat and contact form are disabled, after a Help Center search the Contact us button says Request a callback (or Call us) instead.
- Contact form.
Your customers can submit a ticket from the Web Widget to receive an email reply to their inquiry.
By default, the contact form includes fields for the customer's name and email address, and a description of the problem.
If the administrator enabled ticket forms in the Web Widget (see Configuring the components in your Web Widget), then the customer can choose from multiple ticket forms. If not, then only the default contact form appears.
The contact form is enabled in the Web Widget by default. Tickets submitted through the Web Widget contain the tag