Using Web Widget to embed customer service in your website

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183 Comments

  • Kevin Rocci
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    Howdy Zendesk!

    We just flipped the switch on the web widget! Goodbye Feedback tab.

    One question though: is there a way to stop the widget from creating Zendesk users when they are on a page with the widget?

    More detail:

    I had a report using # of End Users. This was great for seeing how many unique users sent in a ticket in a month period.

    But when we switched over to the web widget this metric isn't useful anymore. Every time a user lands on a page with the web widget, they are added to Zendesk as a user if they don't have an account. (Note: we auto-populate user name and email since they are signed in when they see the widget).

    I'd love to not have the widget create a new user just because they've seen the web widget. I'd rather a new user get created when they send in a ticket. 

    Any help with this would be greatly appreciated. :D

    Thanks! 

    3
  • Leah Peev
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    Am I ONLY allowed one widget per brand? We offer tiered support solutions, and need the ability to offer different options on two widgets per brand. 

    3
  • 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

    3
  • Joshua Mark
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    Hi Aaron,

    My team is migrating back to Zendesk from UserVoice and I'm only now realizing that SSO is not supported with the widget. It's very important to us to know what accounts certain tickets are coming from. I saw a few other people were asking for it as well. Is there any plan to support this in the near future?

    2
  • Amie Brennan
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    Hi friends!

    CC: @胡斯文 @Clement @jacob

    Thanks for all the great collaboritve help you've provided each other here. I've checked on the language query above for you with out widget team and can confirm the following:

    The Web Widget supports the zh-cn and zh-tw locales only; however the widget does fallback to the above locales you are talking about in the posts above when other zh variants are passed. i.e. if you pass in zh-sg, zh-my or zh-hans, the widget will use zh-cn; and if you pass in zh-mo, zh-tw, zh-hk or zh-hant, the widget will use zh-tw.

    Hope this helps to clear up the locales for you and the way the widget works with them. :)

    Best,

    Amie

     

    Amie Brennan | Chief Unicorn Wrangler | Senior Customer Advocate - Tier 1 

    2
  • Mihai Tica
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    "We have initially focussed on providing a simple user experience for both the end-user of the widget and the Zendesk admin. I hope the widget was easy to setup on your site!" - that mindset is perfectly ok for new users or people who are just about to implement the feature.

    For existing customers who have built custom stuff or very specific functionality using the Feedback tab this is not good news to say the least.

    Please consider postponing the deprecation of the current Feedback tab (even should it be frozen development wise) until the Web widget is on par feature wise.

    I realize keeping the Feedback tab around will cause some overhead for your dev and especially testing teams but think about the people who have relied on the Feedback tab and who cannot switch to the Widget. They (myself included) will need to devise entirely different workflows and redo a tremendous amount of work.

    Thanks,

    Mihai

    2
  • Stas Hagemans
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    @Aaron, can you give an indication on if you guys are even considering the change that we can enable the Widget with only the helpcenter. For lots of reason we don’t always want to offer an email or chat option as other contact options are better suited to answering a customer question.

    For some reason it feels that Zendesk employs a "holier-than-thou" attitude with regards to how Brands should provide service when using your product.

    2
  • Marci Abraham
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    I'm investigating the Web Widget, as I understand that the Feedback Tabs are being deprecated as of November 1. However, I am concerned at the lack of features that we may be forced to accept. There are 6 pages of responses to this thread, and I admit I have not read them all....if some of my questions are addressed, I apologize. So far I have gleaned enough to ask the following:

    1) It's definitely a problem for us to only offer 3 possible results without a link to "view more" or something like that.

    2) The "Help" button and the "Leave us a message" button are both wording that will not be appropriate for our situation. Is there a way to configure those messages?

    3) I'm getting the impression that there is no CSS control at all. While we do appreciate the fact that the Zendesk logo is removed for Enterprise (really? only Enterprise?) we definitely need to control the color of the Help button. Zendesk green is way outside of our style guide. ;-)

    4) Can the web widget be embedded on another website, or is it only available in the Help Center?

    Thanks, I'll be looking forward to hearing from you guys :)

    2
  • Daniel Aron
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    Thanks for your questions. You can use the Web Widget in a Closed Zendesk if you have the 'anyone can submit tickets' option enabled. I'll reach out to you separately to discuss your other question further since it's particular to your workflow.

    1
  • Stephanie Petersen
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    Is it possible to customized the widget to show some text once the form is successfully submitted? We would like to be able to set expectations with customers submitting a help request on when they will likely receive a response. Without this, users have a tendency to submit numerous tickets in row.

    1
  • Nicole - Community Manager
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    Hey Bjorn - 

    As Erica said, it's in development, but these things take several months, and there isn't currently an ETA. She'll update this thread once it's been rolled out. In the meantime, we appreciate everyone's patience and an effort to keep the conversation polite and respectful. 

    1
  • Mike Domin
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    Is there a method to track web widget article views?  Thanks.

    1
  • Erica Wass
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    Hi @Alok. As you've seen, currently you can only use the web widget on your primary site with public help centers, not private ones. It's something that we're working on though. If you'd be interested in providing feedback when we get to a feedback/beta stage, please let me know. 

    1
  • Marci Abraham
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    Is there a way to integrate the functionality of the web widget with the button we previously used with the feedback tabs? We have built our entire support system and documentation  (think hundreds of screenshots and videos.....training materials....help center articles....macros....email autoreplies....) around the fact that there is an actual "tab" on the pages of website that says "Need Help?". If we have to change everything to "there's a button at the bottom left of the screen....." we are really in trouble. :(

    1
  • 胡斯文
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    How do I set the widget to follow the language of my website and switch languages?

    1
  • Paul Meeker
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    I am evaluating zendesk for our team. I notice that it says the web widget is only available to 'open zendesks'. Is there any work around for that with a closed zendesk? Or, any plans to make that available anytime soon?

    1
  • Robert Owen
    Comment actions Permalink

    @Erica

    I don't think you should remove the feedback tab from November 1st. Certainly not until some of these crucial features are made available in the web widget.

    1. The help box only being able to be positioned in the bottom right hand corner or bottom left hand corner is not going to work for us. We need the pop-up (but not the button - we use a menu option) in the top right hand corner.

    2. Calling the popup title Help with no customisation is not going to work. E.g. when I go to your website support.zendesk.com and click on your widget I get exactly the same Help title as on my website. Users may submit questions to the wrong website if there is no differentiation.

    3. The limited list of 3 titles is not as good as the feedback tab which shows 5.

    4. The feedback tab usefully includes a preview of the article which in many cases would decrease unnecessary click-through to irrelevant articles.

    5. The search results in the new web widget aren't as good, based on our limited testing, as the feedback tab.

    As it is we may not be able to use the web widget which would be a shame.

    Cheers.

     

    1
  • Jon
    Comment actions Permalink

    Thanks so much for responding so quickly @erica!

    I hear what you're saying, but unfortunately it's been the same message for about a year now.

    What's the actual plan for performance optimization? Are you actively re-writing your code to make it unobtrusively small?  The same message about optimizations is posted, but every few months the javascript files get bigger instead of smaller.

    When you say "performance optimizations" does that mean the same thing as "reduced file size"?  Or does that mean that you're just doing something else with your code but not concerned about file size?

    1
  • Jon
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    I would like to hear more about the performance updates to the JS library.  Right now I'm seeing the main.js file being downloaded from assets.zendesk.com at 1.88MB, and the widget_v2_207.js file being downloaded from v2.zopim.com at 1.01MB

    My team is asking to implement this widget, but it's totally unreasonable for you to have a 2.89 MB script that is loaded on our site.  Not every user is on a high-speed unlimited bandwidth connection, and many regular users will not even interact with or use the chat widget. Why are you forcing almost 3MB of data transfer on all of them?

    Your immediate goal should be to reduce the size of the initial JS loads to be as small as possible, less than 50kb or smaller, to focus solely on performance for your users. The script should NOT download any extra unnecessary resources unless a user decides to interact with it, and then at that point you can load extra functionality and resources that are cached.

    I've been catching up on the posts where you state that you're actively working on optimizing the script, however it keeps getting larger as time passes.  Please keep us posted with some meaningful updates about the progress of offering real performance enhancements.

     

    1
  • Fiona
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    Hi there

     

    I would like the customer to click on the 'help' button and be presented with the option to fill in a contact form or search the help center (currently they have to search the help center first, then they are presented with the contact us option. Is there a way to do that?

    Thanks!

    1
  • Erica Wass
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    Hi Intis: Not yet but this is something we are working on. I'll update the thread when we are at the feedback and beta stage. 

    1
  • Marci Abraham
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    As August 1 looms nearer, I am getting very concerned about the lack of consideration for the many people expressing how this widget cannot "replace" the functionality of the existing feedback tabs. I am even more concerned that I can't actually test it without breaking my existing feedback tabs. I've asked about this several times, and have not received a satisfactory answer. So I'm back again....these are my two outstanding questions, before my devs can even begin to look into this problem.....

    1) The transition from tab to widget seems to require that we disable the tabs, then enable the widget. This seems to prohibit any sort of development or testing phase, with both active at once. Am I understanding this correctly, and if so, what does Zendesk recommend?

    2) Do you have a timeline and specific feature list for the beta release? It's vital that we know exactly what features are forthcoming that might resolve our issue with the UI, so we can determine the best path forward (development with the API or wait on the beta).

     

    1
  • Rob Pannoni
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    The Feedback tab has an option for entering a URL for company Privacy Policy. This is required for TRUSTe certification. Is there a comparable option for the widget?

    1
  • Ryan
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    By default web widget shows only three articles from the help center/knowledge base and it's super bad in our situation because we have a lot more articles covering certain topics.

    So I have several very urgent issues:

    1) Is it possible to configure the number of the found articles - I want to increase it to at least 10?

    2) Is it possible to add a link "View more results at our help center"?

    3) Is it possible to show all the results as a scrollable list (perhaps paginated)?

    Our users usually ask questions which are already answered by this or that article and the way ZenDesk works at the moment is contrary to why we've employed it in the first place.

    1
  • Volunteer World
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    Is there any chance to rename the "Help" Widget? (e.g. Contact)

    1
  • Clement Tang
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    @胡斯文 FYI

     

    1
  • Erica Wass
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    Hi Jacob: You're right. They appear in the order that they appear in the Custom Fields list. I'll make a note of your request to mirror your ticket form.

    1
  • Marius Jacobsen
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    Hi, Is there any way to hide/remove the link to the Help Center's original article within the articles in the widget?

    1
  • Erica Wass
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    Hi @Heather. You can toggle off the contact form from the Web Widget admin page if you never want to surface it, or, if you want to suppress it just on certain pages you can use the Suppress setting

    1
  • Jacob J Christensen
    Comment actions Permalink

    Hi 胡斯文,

    We have a multilingual help center and used the following script after the web widget embed code, to make the widget follow the language selected for the help center - the example uses Danish and English:

    {{#is help_center.url '/hc/da'}}
    <script>
    zE(function() {
    zE.setLocale('da');
    </script>
    {{/is}}

    {{#is help_center.url '/hc/en-gb'}}
    <script>
    zE(function() {
    zE.setLocale('en-gb');
    </script>
    {{/is}}

    On your website you could do something similar where you set the language based on some condition that matches the language selected on the site. How exactly that is done would depend on your particular website platform, and I would not be able to help with that.

    But the script to call would still be something like:

     <script>
    zE(function() {
    zE.setLocale('zh-CN');
    </script>

    The example above should be for simplified Chinese.

    If you don't explicitly set the language of the widget (like in the above examples) it will display the widget in the language of the visitors browser.

    Hope that helps you out.

    1

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