Using Web Widget to embed customer service in your website

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190 Comments

  • Jacob J Christensen
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    Hi Huong-Ly,

    As I understand the web widget has to be listing content for that contact button to surface. On your Help Center it appears after I do a search that returns an article.

    You can have this happen before the end user does a search by enabling Contextual Help, and if that isn't enough set some Help Center Suggestions.
    This should let your users have options to browse/search HC content as well as get in contact with your support staff immediately after clicking the web widget button. 

    Hope that helps you out.

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  • Nuno Mendes
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    Hi guys, I have for instance a user with 2 organizations on zendesk.

    When submitting the ticket it is always associated with his default organization. Is there any way of setting it according to the user current account where he is using the widget?

    Thank you,
    Nuno Mendes

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  • Gretchen Ladd
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    Hi Nuno - thanks for your post, great question! A ticket created by a user via the Web Widget will initially be set to the user's default organization; you can manually change the organization on the ticket once it comes in. 

    Otherwise it is possible to use the Widget API to set the organization if you have a way to identify users:

    https://developer.zendesk.com/embeddables/docs/widget/api#ze.identify

    Hope this helps!

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  • Donald MetroDeal
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    Hello there Zendesk Team!

     

    Our team is currently looking at ways for our clients to reach us easily and Web Widget seems to be a good fit. I'm not sure if it was mentioned in this article but I would like to seek clarification on below points;

    = Is it possible to just have self service, contextual help and contact form in the widget? phone call is not a possibility for us at the moment.

    = Can the WW icon positioning on the page now be customized?

    = If we are to just to have the contact form option, will it require us, the ticket receivers, to update our OS to handle them or will it just be the sender that needs to have an updated OS?

    = What would it cost to have this option available (You can answer me via direct email on this one)

    Thank you.

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  • Amie Brennan
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    Hi Donald,

    Thanks for getting in touch. Below are some updates for you to your queries. 

    1. Yes you sure can. We don't require you to have all features available in the widget on all at the same time. You can turn them on and off as you please. 

    2. Yes, you can use the javascript API to customize the positioning of the widget. You can refer here to more details on offsetting the widget position. 

    3. No requirements for the agents to update their OS. Just need to make sure your customers are using the latest web browsers so our widget runs smoothly on it. 

    4. No extra cost! The Web Widget feature is something which we offer to all customers on all plans. :)

    Hope this helps. Lets us know if you have any more widgety queries and we'll be happy to help.

    Best,

    Amie

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

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  • Jacob J Christensen
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    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.

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  • 胡斯文
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    Thank you, Jacob J Christensen    your answer completely solved my problem. I found that setting 'zh' or 'en' can display Chinese or English. I don't need to set 'zh-CN' or 'en-gb'. Can I set this up? 'zh' can meet my needs, what is the difference between setting 'zh-CN' and 'zh'?

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  • Clement Tang
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    @胡斯文 FYI

     

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  • Jacob J Christensen
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    Hi 胡斯文,

    Wonderful! Glad I could help. 

    @Clement: Wow! There are a lot of Chinese language variants! Thanks for stepping in!

    Zendesk, however, may only support a subset of those, there is a list of supported language codes here.

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  • 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 

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  • 胡斯文
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    Thank you. Amie Brennan  I noticed that there are'zh-cn'and'zh-tw' in your language list, but there is no'zh'. There are many'en-*'in English, but there is no'en'.

    Is there a rule of retreating? Such as' en-* ',' zh-* ', only setting'en' 'zh' will go back to a language.

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  • J.Michael Wagner
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    Hey 胡斯文,

    From testing, simply stating zh looks to default to zh-cn while stating en will default to en-US. You can always test out functionality by creating a local HTML page and throwing in the widget script. You can then utilize the console in your browser to maniupalte the widget and inspect the page elements. 

    Hope this clears up your questions!

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  • James Ameriks
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    I can't figure out the following options for the web widget:

    1.) enable a link to take the user to the landing page/home page of the HC

    2.) enable talk on the web widget to display an external number (i.e. not a talk number -- we route all our calls through an external 800 number)

    3.) remove the zendesk branding from the web widget. We pay to not have branding on the help site, and the zendesk branding which links to a random zendesk landing page is confusing. 

    Any ideas or help?

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  • Jacob J Christensen
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    Hi James,

    I can't help you with the first two issues, unfortunately, but the 3rd should be a simple fix.

    Go to Admin > Widget and flip the switch where it says Zendesk logo.

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  • Amie Brennan
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    Hi James and Jacob,

    Thanks for jumping in to help here Jacob with number 3. 

    James, I've followed up on the first 2 queries for you and at present it's not possible to achieve either of these. 

    - The "View original article" link at the bottom of each article is the only link available.

    - There's no way to have your external number appear in the web widget. This feature is designed to work with Zendesk Talk and not an external number outside of Zendesk.

    Hope this helps. :)

    Amie Brennan | Chief Unicorn Wrangler | Senior Customer Advocate - Tier 1 | support@zendesk.com

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  • James Ameriks
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    We use zendesk talk, but routed through our 800 number. I would much rather present our 800 number. Can this be a requested feature? I know we can get an 800 number via zd talk, but want to keep things consolidated to our current services etc.f

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  • Caroline Kello
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    Hey James,

    The ability to display a non-Talk number isn't possible at the moment. The web widget displays Talk as an available option in the WW when agents in Talk are available and online, since we don't have that kind of insight into a non-Talk number it'd be difficult for us to know when to display Talk or not. We've no plans at the moment to build for non-Talk numbers to be fed into Request a Callback. Thanks for your feedback! Much appreciated. 

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  • Reshma Patel
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    Is there a way to add custom text - inclusive of a hyperlink to the heading of the webwidget form? The widget will be placed on an external site not the help center.  I would like to add text informing users that they can browse through our knowledge and communities on our help center in additional to submitting a ticket via the widget. 

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  • Ferran Barneda Delporte
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    Hey Reshma,

    You can edit the Title of the Web Widget, please have a look at the Web Widget API:
    https://developer.zendesk.com/embeddables/docs/widget/zesettings#title

    If that is not what you are looking for, I would write a feature request here:

    https://support.zendesk.com/hc/en-us/community/topics/200993567-Zendesk-beta-Web-Widget-Customizations

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  • Tom from dapulse
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    Is there any way to a/b test the appearance of the widget?

    I want to understand it's affect on ticket submission.

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  • Ferran Barneda Delporte
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    Hey Tom,

    I would recommend you to copy the Widget code you have in Admin >> Widget >> Setup tab, in this website: https://jsfiddle.net/ (HTML portion) and click on Run.

    Then, you can have a look at this article and apply the customizations on the page:

    https://support.zendesk.com/hc/en-us/articles/229167008-Advanced-customization-of-your-Web-Widget

    If you want to see all the possible options:

    https://developer.zendesk.com/embeddables/docs/widget/api

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  • Cyrup
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    Does anyone have success stories using the web widget with help center only? We don't offer chat or phone support so we'd only use it for serving help center content, which I feel our search interface does well already.

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

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  • Սմբատ Պետրոսյան
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    Customizing the chat badge link is broken

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  • Flavia Bass
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    Hi Սմբատ,  

    Thank for let us know and Please accept my apologize for the inconvenience.

    I have attache the right link: https://chat.zendesk.com/hc/en-us/articles/212679577-Customizing-the-appearance-of-the-widget. ;)

     

     

     

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  • Pedro Reis
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    Hi, 

     We are moving from the standalone widget to the web widget -  we are using a function to hide the department selector and set "support" as default and it is working fine with the standalone widget (script.js of our default theme). Unfortunately, the web widget version of this function is not working on the help center. 
     
    As a side note,  I tested the web widget version of the Departments.Filter function on a third party site (https://www.w3schools.com/code/tryit.asp?filename=G29GICOXNSDZ) and it's working perfectly, so it is an issue with the help center?
     
    I already contacted support and had several exchanges with them but it's not easy to get help.
     
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  • Pedro Reis
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    with contextual help disabled (and help center enabled), if you don't enter a search term, only the window is presented (check attachment)
    How do we pre-populate the window with "N" articles most researched  / more views, instead of having no list at all if the user doesn't insert any search term? 

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  • Jean-Sébastien Catier
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    I looked it up but did not find any solution : would it be possible to offer the customer the possibility to use one of our custom forms, even if the chat is enabled in the web widget (but no phone).

    Something like that (from your article) but without the 'Request a callback', and with "Leave a message" leading to custom forms (as we have it when the chat is unavailable) and not pre-chat form ?

    Thanx for any tip !

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  • Marc
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    Hey, is it possible to only offer chat to specific parts of my website? We have customers, and clients, and only want to offer the chat feature to our clients, when they are logged into our dashboard, if not then they will have to submit a ticket.

    Also, can someone explain to me what the "organization" parameter of zE.identify() actually does on the Widget API? All of my tests have had zero impact on how a ticket gets created or categorized.

    Should we be passing the organization name, zendesk organization id? Even when passing in the "organizer" parameter, the ticket will still be assigned to the zendesk users default organization.

    Thanks in advance.

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  • Brett - Community Manager
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    @Jean you'll most likely need to use the Web Widget API to choose which contact options are available on your website. I'd also recommend taking a look at our Advanced customization of the Web Widget article to see what customization options are currently available.

    @Max you'll want to copy the widget code snippet to only the pages you'd like to display. Our Advanced customization of the Web Widget also goes over suppressing certain features on specific pages. As for the organization parameter, it's worth mentioning that passing an organization only works for existing organizations in your Zendesk Support account. It does not create a new organization. Can you confirm whether or not that's the case on your end?

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