Using Web Widget to embed customer service in your website

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186 Comments

  • Erica Wass
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    Thanks @Mihai! It seems like what you are needing for these pages is the ability to embed the widget's Leave a message functionality into your primary site. We've been giving some thought to this subject so I appreciate your letting us know what's worked well for you thus far.
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  • 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! 

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  • James Peterson
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    Hi Kevin,

    At the moment it's not possible to prevent the Widget from creating users automatically when they visit a page with the widget, however, you should be able to filter your report to exclude users who have not submitted a ticket.  For example, the below metric should give you the number of end-users who have submitted a ticket -

    SELECT COUNT(User, Ticket Id) WHERE User Role = End-user

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  • Kevin Rocci
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    You are a rockstar, James! :D Thank you for the tip!

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  • 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. 

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  • Brian Manning
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    @Leah Unfortunately you are limited to one widget configuration per brand.

    If you have an enterprise account you could use the "Ticket Forms" feature. Here's a really good article on how to limit what ticket forms a user sees based on their organization. It should be pretty easy to adapt this to test other properties of the user object.

    If you need to deploy outside of your help center your best bet will be the API. It'll be more work but it will give you a ton of flexibility.

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  • Alok Rawat
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    we have added web widget in our web portal. Is it possible to search knowledge base using web widget for signed-in user? User will sign-in into zendesk from our web portal using SSO with JWT. 

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  • Jessie Schutz
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    Hi Alok!

    As you'll see here, when a user searches using the Web Widget it will display the top three search results for their search in your Help Center, as long as your Widget is configured to allow it.

    Hope that helps!

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  • Alok Rawat
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    Hi Jessie,

    Thank you for reply.

    I already configured the web widget and it works when knowledge based content set to public,but not working for signed-in user in our web portal.(User will signed-in into Zendesk from our web portal using SSO with JWT.)

    In Zendesk help center,it's working perfectly(both public and signed-in user).But when i used widget in our web portal, it's not working.

    Thanks,

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  • 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. 

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  • Alok Rawat
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    Hi Erica,

    Thank you very much for very helpful reply.

    Yes, i'm very interested to providing feedback and want to use ASAP.Please inform me.

    Thanks,

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  • Clement Tang
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    Hi @Erica, we are too looking forward to the web widget using on our website under a closed ZenDesk other than only in Help Center.

    Thanks!

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  • Erica Wass
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    Hi @alok, @clement 

    We have initiated a beta to allow end users to read private help center articles (when logged in) via the Web Widget. The details and sign-up information is in https://support.zendesk.com/hc/en-us/community/posts/208559668--Start-Here-Restricted-Help-Center-articles-in-Web-Widget-beta

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  • Damien Zwillinger
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    Do you have any plan to support a Live Chat as part of the widget?

    Your widget is of interest to our organization, and I see that Live chat is the missing bit we are looking for in addition to what you have. "Leave us a message" doesn't really cut it in terms of real-time interaction.

    Thanks

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  • Erica Wass
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    @damien Yes, you can connect up Zopim live chat to your Web Widget. Just go into your Web Widget admin and toggle on Chat. You can also toggle on Help Center if you are looking for some deflection as well.  

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  • Lorin Rivers
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    Is there a way to hide the widget when using a print.css stylesheet?

    We use the widget on our web app which has some reports that our customers can print. In the previous incarnation, there was a way to hide the tab easily:

    #zenbox_tab { display: none !important; }

    Not so on the new one, alas.

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  • Erica Wass
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    Hi Lorin:
    Not at this time but we have had this request before and are working on a solution. Would there ever be a time you'd want to print with the Widget included or would a complete suppress on print work best?
    Erica

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  • Lorin Rivers
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    Erica,

    Help widget is not nearly as useful on a piece of paper. There may be a circumstance where it would be helpful but I struggle to think of one.

    The big issue is that the style info for the widget is inline which makes it supercede all other styling rules. Inline is the trump for the Cascade (the C is CSS). Easy solution would be to not have the style be inline but instead loaded so we could then do something simple like:

    iframe#zEWidget-launcher { display: none !important; }

    The previous iteration of the help widget didn't do it this way and while we have found a workaround, it's not as good because it still loads all the stuff for the widget and then we have to hide the guts with the print.css.

    Lorin

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  • 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.

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  • Erica Wass
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    Hi @ryan. Thanks for writing. At the moment there is no ability to show more but we are working on that. I don't have an ETA at this time but if you would be interested in giving beta feedback to us, please let me know. 

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  • Jacob J Christensen
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    Can I control the order of custom fields on the web widget form?

    It doesn't seem to mirror the Zendesk ticket form for me.

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  • 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.

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  • Jacob J Christensen
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    Hi Erica,

    Come to think of it, you could have multiple forms, so figuring out which one to mirror could be difficult.

    Perhaps a way to order fields by drag-and-drop on the widget customization page instead.

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  • Jacob J Christensen
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     already asked this, but I couldn't find an answer in this thread.

    Is it possible to hide the link to the original article that is displayed at the bottom of articles displayed within the widget?

    I don't need a closed Help Center, but I would like to limit traffic away from our commerce sites and removing this link to the Help Center, I think, would be helpful.

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  • 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.

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  • Erica Wass
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    Hi @stephanie:

    This isn't currently possible but I appreciate your sharing you use case. I'm making a note of it.

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  • 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 :)

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  • Erica Wass
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    Hi @Marci:

    We are working on the first item. I appreciate your letting me know this is important for you. For #2 and 3, take a look at the Web Widget admin page. There are some additional labels there that you can choose from and there is a color chooser as well. For #4 you can definitely embed the Web Widget on a non-help center site. You can just put the embed code on your site(s) where you want the Web Widget to appear. 

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  • Jacob J Christensen
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    Hi Erica,

    Is it possible to hide the link to the original article that is displayed at the bottom of articles displayed within the widget?

    I don't need a closed Help Center, but I would like to limit traffic away from our commerce sites and removing this link to the Help Center, I think, would be helpful.

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  • Marci Abraham
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    Thanks, Erica. That's great to know. For #2 and #3 I can't see the interface yet, because (unless I've misunderstood....?) I can't enable Web Widget until I've disabled all my Feedback Tabs. This is not something we are prepared to do yet. Thanks for the info. :)

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