Using Web Widget to embed customer service in your website

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188 Comments

  • Hennadiy Verkh
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    Hi Erica,

    thank for your answer. Indeed, I missed the etags and 304 answer from the server. But still, there is at least 350ms delay (Chrome on MacBook pro) for parsing 1.4 MB of Javascript. 

    Yes, I would like to be informed in development of the library.

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  • Heather Cook
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    There does not appear to be an option to have the components Chat and Knowledge Base (Help Centre), without the Contact form. Will this be coming in? We do not want this to be a method of raising a ticket but a way for the end user to help themselves.

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  • 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

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  • AlonW
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    Hi,

    Is it possible to include the user information for the embedded widget? For example, if the widget is embedded in a platform that already required the user to log in.

     

    Thanks,

    Alon

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  • Erica Wass
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    @AlonW, Absolutely. Here is a reference

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  • 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.

     

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  • Erica Wass
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    @Jon: Thanks for writing. You are right; we are working on some performance optimizations. Unfortunately, it's taking longer than we would have liked. The good news is that is in the works. I'll update this thread when we have more to report. 

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  • Hennadiy Verkh
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    @Erica: I wrote a comment in February about the problem with enormous size of the zopim chat widget in February (on page 4) . Sadly, as Jon said, it only became worse, from 2.3MB in February to 2.89MB now. There were no updates on your side about performance enhancements or size reductions. When I take a look into your js file, it looks like you just compile it from a huge pile of open source libraries without any thought about end user performance.

    The only reason we still use zopim chat is because of integration with Zendesk, otherwise we would change to an alternative product immediately.

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  • Jon
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    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?

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  • Erica Wass
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    @jon We are working on optimization projects at the same time as other enhancements, which accounts for some of the changes you mention. I think you'll be pleased to know that we are optimizing in different ways -- including file size. More to come. Thanks!

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  • Jon
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    Hey there @erica, there might be a better thread for this, but it looks like the latest update pushed the size of the widget up another ~130kb or so.  I'm seeing main.js at 2.12MB now and widget_v2.210.js at 1.01MB.

    From my understanding of how the internet works, this is the opposite of optimization for performance.  More features are added regularly, but this file size is unimaginably large and should not be forced on users this way. 

    It's a huge disappointment.

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  • Erica Wass
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    Hi Jon: Thanks for writing. You've caught us right at a pivotal time.The growth is the result of some Web Widget enhancements that we are developing, but I think you'll be happy to know that we are also actively working on some projects to reduce the package size and increase performance of the Web Widget. I don't have an ETA but it is under active development. I'll be happy to update this thread when we have more to report. 

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  • Björn Hansson
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    Any updates on the file size bloat? A company of Zendesks size should do better than this.

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  • 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. 

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  • Björn Hansson
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    Hi Nicole,

    as I understand it you have been working on it for over a year, so I find it very strange that you do not even have an estimated ETA if you are really working on it actively?

    I would prefer if you were more transparent about this issue, so we as paying customers can make a decision about looking for alternatives or not. 

    You could at least have released different versions depending on features and languages used, instead the size just keeps growing for every release.

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  • Erica Wass
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    Hi Bjorn:
    I've seen a couple of your recent posts regarding the package size of the Web Widget -- thanks for writing. I am pleased to say indeed we have been working on this and that a couple of weeks ago we released the first batch of work to reduce the package size of the Web Widget. I don't know if you have benchmarked recently but you should see a decrease.

    We're not stopping there though and we have been continuing this work and will have more to release soon, assuming we don't hit more obstacles. I haven't given an ETA because we have found the work unpredictable and there will be many layers we'll be working through.

    I don't envision this work as ever really done, though. We are committed to performance and even after we release all of the work we are currently doing we will continue to optimize the performance of the Web Widget in addition to adding great feature functionality. 

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  • Daniel Aron
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    Hi all, happy to announce the Web Widget Performance beta. This beta is great for anyone interested in staying informed about Web Widget performance improvements, getting early access to enhancements and providing feedback as we roll them out. You can find out more and sign up here

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  • Eric Kuncoro
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    Hi,

    I deployed the widget to my web application, have put my web application under the whitelisted domains in zendesk widget security area.

    But i still come across cross domain issue when trying to submit ticket from the widget.

    Would you have any guidance on how to get around this please?

    Thanks.

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  • Andy Whitlow
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    How do i add multiple settings for the contact form.  I can add 'Subject' field and a 'title' separately but when both are specified, neither of them work.

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  • Travis Rider
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    Hello Eric,

    Based on ticket you had with another agent it looks like you were able to resolve the issue you were experiencing with the web widget. 

    Should you experience any other issue please feel free to reach back out.

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  • Christine Berry
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    I read two comments early in this blog from 2015, I want to find out if they are still true.

    Can you use the Web Wiget in a Closed Zendesk?

    Does the Web widget create a new user every time someone puts in a Ticket? We have assigned users for each of our clients. That would mean that one user would have dozens of profiles set up. How do we avoid this.

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  • Christine Berry
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    Anyone have thoughts on the above issue?

     

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  • 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.

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  • Eric Kuncoro
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    Thanks Travis, yes it was resolved in no time by the support team, thumbs up!

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  • Sam L.
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    When chat is available, why not provide the option to either chat or send an email?

    An chat conversation is usually more quickly resolved, but takes more than right away. For less pressing issues, some customers may click the Widget and prefer to send an email, and move on to other things until we respond.

    I don't think that because Chat is available, the option to email should not be presented.

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  • Erik Rutten
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    Hi Sam,

    You can customize the widget's settings to allow contact options by appending a script after the snippet code. Users can then choose their channel, even when chat is available.
    I found this topic to be a helpful guide for how to do this: https://support.zendesk.com/hc/en-us/articles/229167008-Advanced-customization-of-your-Web-Widget#topic_spt_fb1_l1b

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  • Amie Brennan
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    Hi Sam,

    Erik beat us to it! Thank you Erik for providing Sam with these details. 

    Sam, Erik is on the money here with his answer. You can use our Web Widget Javascript for customization of the widget to allow all channels to be available at the one time. i.e allow Chat and the option to leave a message at the same time. 

    If you have any issues setting this up please reach out again and we'll be happy to help. :)

     

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  • Ana Kalinina
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    Hi guys,

     

    We really like the helpcenter, but had to move away from it to Intercom one (not so great) because we need Intercom chat widget to be visible on the helpdesk pages. 

    Is there any way to integrate a third-party chat (not zendesk one) widget into Zendesk helpcenter? 

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  • Jessie Schutz
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    Hi Ana! Welcome to the Community!

    As long as there's way to get the embed code from Intercom, you should be able to insert that code into your Help Center with no problems. Bear in mind that you would need to be on Guide Professional in order to have access to your Help Center code in order to be able to do this.

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  • Huong-Ly Dang
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    Hi you say in your article that “When the widget opens, it includes both self-service and the contact button. ” why my Widget do not display contact button when opening ?

    https://wellasalonmarketing.zendesk.com/hc/en-us

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