Using Web Widget to embed customer service in your website

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182 Comments

  • Erica Wass

    @jacob, it's not currently possible but I am noting the request. Thanks!

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  • Jacob J Christensen

    Thanks Erica.

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  • Robert Owen

    @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.

     

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  • Mihai Tica

    "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

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  • Rosie

    How do I get rid of the 'submitted by' at the bottom of the ticket? Seems a bit pointless for an end user to see. Especially as our end users expect to see French and are seeing English....

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  • Jeremy Pope

    My support team is complaining pretty hardily about the new widget only showing 3 suggested articles from our knowledge base. The feedback tab showed 5. 

    Are there any plans to make that customizable (i.e. show 5 results rather than 3?)

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  • Marci Abraham

    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. :(

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  • Amie Brennan

    Hi Marci,

    Currently there isn't any way to integrate the feedback tab into the web widget like you are looking for. The two are not made to work together or integrate parts of functionality from one into the other.

    The Web Widget has been designed to replace the feedback tab which will soon no longer be available as of 1st November 2016. You'll need to make changes as you see fit to accommodate for the change due to come.

    Let us know if there's anything else and we'll be happy to help. :)

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  • Marci Abraham

    I must have been in a rush when I wrote that. I don't want to "integrate" them, technically speaking. What I was referring to is actually two very important points:

    1) the location of the widget on the page (the feedback tab is on the left, 1/3 of the way down, and the new widget is on the bottom left or right, floating)

    2) the word "Help" and the "question mark" on the widget

    From what I've read, there doesn't seem to be a way to customize these two vital parts of the UI. This leaves our business in the costly position of having to recreate many years' worth of documentation, screenshots, and videos that have been built around the fact that there is a "tab" on the "top left" of the screen that says "Need Help?" 

     

    So my question is this: Can we create our own tab (so we can control the appearance), but put code behind it that opens the web widget? Is there any documentation that would help us to customize the widget in this way?

     

     

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  • Erica Wass

    Hi Marci: We are working on some new customizations that I think might solve some of the issues you are having. I wil certainlyl update this thread when we we are at the feedback and beta stage. In the meantime though, yes, you can create your own launcher for the widget. There are more details in the developer docs at https://developer.zendesk.com/embeddables/docs/widget/api

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  • Rosie

    Can anyone answer my question? 

    How do I get rid of the 'submitted by' at the bottom of the ticket? Seems a bit pointless for an end user to see. Especially as our end users expect to see French and are seeing English....

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  • Erica Wass

    Hi Rosie: Sorry for the delay. There currently isn't a way to remove that message, but I think that if they are expecting French they should be seeing French. I'll follow-up with you privately to understand your specific use case. 

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  • Marci Abraham

    Thanks for the info, Erica.  The ability to develop our own launcher is certainly helpful.

    Two more questions:

    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).

    Thanks :)

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  • Intis Kalnins

    Is there any way to alter the set text options in the widget? I want to use the widget as a feedback tool specifically, so I've selected the Web Widget button text to read "Feedback". Once you open the Contact form the only choice is "Leave us a message" or "Contact us" which are both a little confusing when requesting feedback.
    I've then added two custom fields related to feedback like department and rating, but the bottom field defaults to "How can we help you?". Again, fairly confusing when requesting feedback, so I'd like to be able to edit this text through Customization or directly through the code.

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  • Erica Wass

    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. 

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  • Rosie

    @Erica, noone has messaged me. We're keen to use the widget but we can't whilst its showing English instead of French. 

    Is there any reason why you show that? I don't really understand what the benefit is to anyone. Internal I would understand, but why does the customer need to see that?

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  • Erica Wass

    Hi @esley and all! I wanted to let you know that you can now configure the Web Widget to display restricted help center content to logged-in users. Here is the announcement https://support.zendesk.com/hc/en-us/articles/221100847-Announcing-restricted-Help-Center-access-via-the-Web-Widget I look forward to hearing how it works for you.

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  • Jeremy Pope

    My support team is complaining pretty hardily about the new widget only showing 3 suggested articles from our knowledge base. The feedback tab showed 5.

    Are there any plans to make that customizable (i.e. show 5 results rather than 3?)

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  • Erica Wass

    @jeremy Thanks for writing. We are working on an enhancement that sounds like it will work well for you. Please stay tuned. 

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  • Jason Walker

    @Aaron & @ Erica

    We are about to implement the widget. Do you have any updates on the following?

    1. SSO support in widget
    2. Remove ZD logo
    3. Add a separate subject / description field
    4. Reporting on searches from widget
    5. Gather and include more info in requests - The details that are gathered are not very useful. Need more details like what is gathered from http://supportdetails.com/ 

    Thanks!

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  • Marci Abraham

    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).

     

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  • Erica Wass

    Hi @jason, thanks for writing.
    1. I'm not sure exactly what you're looking for when you say SSO, but if you are looking for the widget to identify logged in users and perhaps show restricted Help Center content to them, that is currently possible.
    2. The option to remove the Zendesk logo is available on the Enterprise plan.
    3. The subject line pre-populates and we are working on a project that will include shorter subject line text strings. However, you can currently add up to 2 custom fields that you could use for additional description, as needed. 
    4. Web Widget search data is included in the Reporting area of the site.
    5. There is a variety of information included in tickets, in the Show All Events tab. I'm not sure if you are looking for something else in addition to that but I wanted to mention it. 
    If you need help finding with specifics on any of these please let me know and we can correspond privately. 

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  • Erica Wass

    Hi @marci: You could have both the Feedback Tab and the Web Widget on the page at the same time, so if you wanted to do that in testing and development you should have no issues.

    I am not able to give an exact ETA with regard to the enhancements we are working on but I am pleased to say that we are developing some JavaScript APIs to provide greater flexibility in terms of Web Widget placement and look & feel. I'd be happy to discuss your particular needs privately if that would be useful. Just let me know. 


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  • Aaron Mercier

    Is there any way for the end-user to leave the chat and go back to searching through the knowledge base articles without refreshing the page?

    We are putting the widget on our SPA and when the user opens the Zopim chat, they cannot return to the knowledge base without refreshing. Minimizing the widget and reopening it just brings you back to the chat with no button to return.(EDIT: it will take you back to the knowledge base search only if you initiate a chat and then end it and minimze. This functionality should be similar if the user doesn't initiate a chat.) If no agent is online and the user is shown the ticket form instead, there is a simple cancel button that returns to the knowledge base.

    Also,

    2. The widget seems to take 4-5 seconds to appear on our page each page navigation. Is this expected?

    3. Very rarely the widget will not appear and a cross-domain error from the widget appears in the console.

    4. I am using JWT (and SSO) to authenticate users using the widget with a restricted help center, and pressing the "view original article" button opens a new tab that expects the user to re-authenticate for me. Is the JWT used to authenticate the user for the widget not enough to validate the user to the actual *.zendesk.com website?

    5. (similar to 4) Users are authenticated to use the restricted help center, but they show up as "visitor #####" and no information when they request a chat through Zopim chat. There is also no information prepopulated in the offline message form. Is the user data (email and name) used in the JWT not passed into the Zopim Chat and the form? It works properly using the api zE.identify but since all of that data is included in the JWT it shouldn't be necessary to send it in twice.

     

    Thanks! 

     

     

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  • Amie Brennan

    Hi Aaron,

    Some updates to your queries below for you:

    1. The feedback is very much appreciated and this is a known issue. There is no current ETA on resolving this, but it is currently being worked on.
    2. We are aware of some performance issues that are causing these delays and errors with the Web Widget. Our Operations team is working on resolving this. We do apologize for this, but it is actively being worked on.
    3. Same as number 2.
    4. For this to work as you are expecting it, you would need to have SSO set up in Zendesk as well. You can do this by going to Admin > Settings > Security.
    5. Currently this feature is not available. Adding JWT supp. ort for restricted Help Center articles is a recent update to the Web Widget. We are starting to expand what the Web Widget can do along with adding support for functionality like this where you use the credentials already being used to access the articles to populate user information. There is lot that will be added to the Web Widget as it is currently being actively developed.
    6. The answer to this is as you suspected, you will need to call the function at the beginning of each of the SPA controllers.

    Hopefully this helps you with your queries on the widget.

    Thanks and have a great day. :)

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  • Erica Wass

    Hi all: I wanted to let you know that we have released a new beta for ticket attachments via the Web Widget contact form. To learn more and sign up, please visit https://support.zendesk.com/hc/en-us/community/posts/209809548-Start-Here-Web-Widget-ticket-attachments-beta

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  • Paul

    Having some issues when embedding the widget in a page that's already in an iframe .. it will appear at 50% transparency, be useable when you click the 'x' but then will not minimise again.

    I've seen it on a couple of other websites on pages embedded in iframes too.

    Help ..

    Paul

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  • Paul

    OK: So this seems to be caused by launching the widget in an iframe with a domain src different from the parent page.

    Is this something that's been identified by Zen Desk as an issue? It seems to be a fairly recent thing, perhaps a recent Chrome security change?

    Paul

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  • Gonzalo Basaldua

    Hi, we use to have the feedback tab active on all pages of our site, and the zopim chat only on our checkout. Is there a way to achieve that with the widget?

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  • Benjamin Goff

    Hi Paul,

    I see that you currently have a ticket open with us where you're discussing this issue. We'll work with you further through that ticket to investigate the issue.

     

    Hi Gonzalo,

    Yes, you can do that by leaving the Zopim Chat code as it is on your website and replacing the Feedback Tab code on your site with the Web Widget code. Then you should be able to achieve the same effect.

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