Using Web Widget to embed customer service in your website

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182 Comments

  • Paul
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    Thanks Benjamin.

    Seems to occur when the calling page is in an iframe, and the parent iframe is a different domain from the calling one. Saajan has escalated this to the web widget team, hopefully get an answer soon, or at least a work-around in the interim.

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  • Gonzalo Basaldua
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    Hi Benjamin, im checking the code and for both the widget and zopim chat is the same one, so i don't think that will work, im i wrong?

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  • Benjamin Goff
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    Hi Gonzalo,

    If the code is the exact same, then it sounds like you're already using the Web Widget for chat. Since that is the case, then I'm afraid you wouldn't be able to use the same Web Widget on all of your pages, but only have chat available on some and not others, since the setting for 'chat' is turned on/off as a whole for the Web Widget.

    However, if you created a standalone Zopim account outside of Zendesk, then that would allow you to manage your Zopim chat widget and the Zendesk Web Widget separately, which may allow you to do what you're describing. That would give you the ability to use the Zopim chat widget to offer chat and then you could use the Web Widget if you're just trying to provide a way for customers to look through your Help Center content and create a ticket, but not chat.

    Cheers,
    Ben Goff

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  • Gonzalo Basaldua
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    Hi Bejamin, we manage to do it with the use of the API. If someone else is interested in this we just put this code on pages other than our checkout:

    zE(function(){
    $zopim(function(){
    $zopim.livechat.setStatus("offline");
    });
    });

    Thanks for the help!

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  • Benjamin Goff
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    Hi Gonzalo,

    Very awesome workaround, going through the Web Widget API and then into the Zopim API here. Thanks for sharing this with the community! Definitely handy knowledge to have.

    Cheers,
    Ben Goff

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  • Erica Wass
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    Hi all: We have just released a new beta for Web Widget customizations. It will be a rolling beta with 4 capabilities at launch. With the beta you can suppress certain features per page, offset the location of the launcher & widget, customize some of the text and hide the View Original Article button. If you are interested in these or additional customizations that will follow please visit https://support.zendesk.com/hc/en-us/community/posts/218033707-Start-here-Web-Widget-customizations-beta

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  • Mihai Tica
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    Still scratching my head around customizing the widget CSS wise. Then it struck me - if I had a method of populating the widget's "description" field (the "How can we help you" multiline field) - something like how zE.identify() method works for the name and email address - I could work around the styling issues altogether:

    1. I would create a custom "dumb" form style it as I need

    2. when this is submitted I would invoke a js that transfers the info captured by my form to the hidden widget and submits it

    To make this work I would need a way of populating the description field and a way of submitting the widget. Ideally I would also have a callback so I know for sure the widget was submitted.

    I realize this is kind of convoluted but for people with very specific 'look and feel" requirements this would be the most flexible way to go.

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  • Larry Deckel
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    A few questions:

    We are in the final days of previewing the help center and plan to migrate soon.  I tried embedding the web widget code into the copenhagen theme, and when I went to preview it it didn't show up.    Does the widget not work when in preview mode?  

    Also - we were trying to avoid customizing the theme so that the theme would be automatically updated,  but once you put the web widget code into the header you are in a 'custom theme".   Does that mean that the theme won't automatically update when updates are available and we'd have to manually update the theme on a regular basis?

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  • Dwight Bussman
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    Hi Larry,

    The web widget code should work within the Copenhagen theme. I'm going to reach out to you within a ticket to investigate this further. 

    We can also discuss the idea of a theme "automatically updating" as I'm not certain I understand what you're describing.

    I'll see you in that ticket shortly!

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  • Mike Domin
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    Is there a method to show information in an article in the widget but hide when viewing the same article in the help center?

    We have embedded videos that display in the help center but are stripped out in the web widget. I can add a link to the video as well but only want the link to show when the article is accessed in the widget.

    Thanks!

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  • Erica Wass
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    Hi Mike:

    Videos embedded in Help Center articles are able to be viewed in the Web Widget itself. I am going to convert your question into a ticket so that we can track your specific setup and see if we can get them going for you.

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  • Erica Wass
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    Hi all: I wanted to let you know that we have released the ticket attachments feature. If your account is set to allow attachments, end users can now attach files to tickets they create via the Web Widget. Please take a look at the announcement for more information.

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  • Tony Roma
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    The latest updates got us trying the widget, again, but the CSS issues are a problem. I also just discovered that if a user clicks a link in a "widgeted" article to another article, it opens a new tab instead of displaying the content in the widget. :(

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  • Patrick Billingsley
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    Let me start by saying, our customer service team really loves having this tool available.  It is serving them well.  As a UI developer, placing a floating element above our content with little control over the appearance, is, well...frustrating.  We are exploring some of the javascript workarounds to customize the look and feel of the Help button to better fit our site as a page element,  and I think this will be a great improvement.   I would still like to request a way to modify CSS of the widget itself to make changes to font-faces and other minor tweaks to make it feel better integrated into our brand.  I see others have been asking for this as well, hope it makes it into your improvements soon.   Keep up the good work!  

     

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  • Mike Domin
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    Is there a method to track web widget article views?  Thanks.

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  • Erica Wass
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    Thanks for writing.

    @tony Thanks for letting me know about your desire to navigate articles within the Widget. That's great feedback. Could you please create a separate post with that request. That way we could get additional use cases for it and it would allow others to upvote it as well. It will also allow me to target any potential research or activity to those specifically interested in that feature.

    @patrick We don't have any current plans to grant CSS modifications to the Widget but I am interested in exploring specific needs or desires related to the look, feel and functionality of the Web Widget. We have a beta for customizations requests. I encourage you upvote any posts there that are relevant, or create a new one with your use case.

    @mike Help Center searches and article views that are performed in the Web Widget are included in the Reporting area. 

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  • Tony Roma
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    @Erica Thanks, Erica. Done.

    Remember everyone, your vote counts! ;)

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  • Chris Alfaro
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    Zendesk,

    This question may have been asked but I just can't search through hundreds of posts to find it.

    1: Can we put an option to submit a request for support and live chat at the bottom of the widget? Like the old one had...

    2: Can I separate sections of our HC to what is searched via the web widget? Example: different products, etc.

    Thank you!

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  • Erica Wass
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    @chris Thanks for writing.
    1) There is not currently a way to offer choice to the user to pick between submitting a ticket and chatting when a chat agent is available, but it's something we are working on. It will be included in the Web Widget Customizations beta when the time comes.
    2) You can limit the search to particular sections/categories/labels with the Help Center filters JS API.       


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  • Paul
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    Hi,

    Is there a way to include a screenshot when submitting a request through the widget?

     

    Cheers

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  • Amie Brennan
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    Hi Paul,

    You can add attachments to request submissions. You could add a screenshot via this method. Scroll up in this guide to read more about attachments and how to use them. :)

     

     

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  • Paul
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    Thanks; I was thinking about something more in-built - so the user doesn't have to take the screenshot, save it as an attachment and then attach it to the widget. Something JavaScript-based that takes the shot and then attaches the data automatically.

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  • Amie Brennan
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    @Paul - We appreciate the feedback you have there on this. We are considering including such functionality in the future but don’t have an ETA on when it will be available. We are curious to hear more specifically about why this would be valuable for your audience etc. Feel free to let us know and I can pass it onto the team for you. :)

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  • Ketan Tailor
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    We have multiple products, and have different forms for our customers to populate based on the product they have. Is there a way to customize which form is displayed if no one is available to chat? Or is there a way to just redirect them to the Submit your ticket page so they can choose their product from the drop down menu? 

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  • Jacob J Christensen
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    Hi Ketan,

    Have you had a look at the Advanced customization article yet?
    I think it has bits about what you're asking.

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  • Erica Wass
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    Hi all: We have added "View more" search results to the customizations beta. You can learn more and sign up here.

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  • Erica Wass
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    Hi all: We have released the View more search results feature in the Web Widget. Here is the announcement

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  • Sam
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    Please point me to document on how to open the contact us/leave us a message form directly from our application.

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  • Hennadiy Verkh
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    Hi.

    I am wondering, why is no one noticing the problems with Javascript in Zendesk/zopim chat. The script for chat (https://assets.zendesk.com/embeddable_framework/main.js) is 1.45 MB in size (357 KB gzipped)! It is 7 times more than all the scripts we use on our website! Additionally this script is served with cache headers which allows caching for only 1 minute! So every minute the user has to download this huge script again and again!

    And you know, how big is the second script Zendesk chat loads? (https://v2.zopim.com/bin/v/widget_v2.186.js) 992 KB (233 KB gzipped)

    So, together, for Zendesk chat, your users load 2.3 MB Javascript!

    When I profile the page in Chrome Dev Console, I see, that the parsing of Zendesk huge script takes 370 ms! And parsing of your widget script 90 ms!

    You are saying, that your script is loaded with async and do not slows down the page. But this is only a theory, in reality, on slow mobile internet, browser takes 12 seconds to download your script, and in this time other, useful downloads are slowed down. And do not forget, you have to download the script again every minute, because of really bad caching settings!

    I hope you are aware about this problems and work on fixing it. No online business, which takes client side performance seriously, will use such unacceptably bad designed solution.

    Again: 1.45 MB is downloaded and parsed almost every time, the user opens a page, where Zendesk widget is installed!

    Best,

    Hennadiy

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  • Erica Wass
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    Hi Hennadiy:

    Thanks for writing. You'll be pleased to know that your comments do not fall on deaf ears. We have been and continue to be enhancing the Web Widget both in terms of feature functionality and performance. Regarding performance specifically, we are working on a couple of specific projects that tackle size and browser parse time. Also, I wanted to note that, despite the cache expiry being 60 seconds, we're taking advantage of an extended request mechanism (etags) where the browser continues to use the cached version unless a newer version is available. I would be happy to keep you informed as we continue to make these performance enhancements, if you are interested.

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