Using Web Widget to embed customer service in your website

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212 Comments

  • Marc

    Thanks for the reply Brett, 

    Even if an organization is already registered with Zendesk it seems like the "organization" parameter of zE.identify() does nothing. The email the user needs to be registered in Zendesk in order to connect the dots.

    Am I supposed to be passing the Zendesk organization ID or the name?

    Thanks

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Marc,

    I did some additional digging and it looks like the organization can only be set using zE.identify if that user does not already exist within Zendesk. Here's the conversation which I've linked for you: Setting organization without name or email

    Apologies for any confusion this has caused!

    0
  • Fiona

    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
  • Devan - Community Manager
    Zendesk Community Team

    Hello Fiona,

    As our base program stands this would not be possible. You can disable the HC search widget entirely, but you are not able to change the order of appearance. 

    Best regards.

    0
  • Sarah Roberts

    Hi there,

    I'm trialling Zendesk and wanted to know if there was any way to host the javascript for the widget within our own environment. We do not currently use any third party code on our site for security.

     

    Many thanks,

    0
  • Dan Ross
    Community Moderator

    Hey Sarah, 

    The widget itself is hosted on Zendesk's servers, you can call it via a simple Javascript snippet. you can also specify specific domains you want whitelisted, so that the widget can't be installed on sites you don't own.

    If you were going to use Zendesk Chat, you could look at their Web SDK, which will let you host the widget code wherever you like. 

    To use the SDK, you will need to know web development skills or have access to developers that can help you build and maintain your custom widget.

     

    Hope that helps. 

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  • Aifa

    Can someone help me. I have enable all the components in the widget customisation setting. The help widget button is there, but, it only shows as attached image. Can anyone help what should I do to enable?

    Thanks!

    0
  • Dan Ross
    Community Moderator

    Hey Aifa,

     

    Make sure your articles aren't restricted to logged in users (or if they are, make sure you're logged in when you search) Articles only show when you start typing in a search query.

    0
  • Niraj Makwana

    We want to integrate the Zendesk widget into our browser, using JWT token. We are using Json web token and we are following these instructions seen in this URL:
    https://support.zendesk.com/hc/en-us/articles/222874768-Using-restricted-Help-Center-content-with-the-Web-Widget

    But when we try and build the application the error we receive is:

    TypeError: j.createHmac is not a function

    Please can you get in touch should you need any further clarification.

    Thank you

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Niraj,

    It looks like you have a ticket open with our Customer Advocacy team related to this issue. Your ticket has been escalated to our Technical Support team and they will continue troubleshooting the issue with you.

    Cheers!

    0
  • 杨建波

    Can the work order system support customization?

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  • Chris Taylor

    Does/Can the widget send us the page the user is on when they raise a request?

    0
  • Ben Van Iten
    Zendesk Community Team

    Hi Chris,

    The ticket will inform you the URL that the ticket was submitted from:

    I hope this is helpful!

    3
  • Lila Kingsley

    Playing around with the configuration, I've noticed that when you have contact form + chat + help center + contextual help enabled the widget opens with the contact us button along with the search and "top suggestions"  from contextual help.  However, if you disable contextual help you just see a search box. 

    Is there a way to NOT immediately show the Contact Us button when the widget is opened if you have contextual help enabled?  We're interested in encouraging a search or at least clicking on the "top suggestions" from contextual help before showing the contact option.  

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Lila,

    Thanks for getting in touch!

    Unfortunately, there isn't currently a way to hide the 'Contact us' button with contextual help enabled within the Web Widget.  It's definitely a valid use case though so appreciate you flagging it with us.  I've logged your request and contact details.  We'll reach out if there's any updates on this in the future.

    Thanks again,

    - Miranda.

    0
  • Azahar Ahmed

    Hello, I need a Ticket System for my website Sprintally to host on my own sub-domain. What should I do for that?

     

    Regards

    Azahar Ahmed

    (Team Sprintally)

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Azahar,

    If you have Zendesk Support and you'd like user to be able to create tickets from your own website, I would recommend embedding the web-widget as mentioned above.

    Otherwise you can build a custom ticket form on your website using the Zendesk API. More information here: Building a custom ticket form with the Zendesk API

    I hope this helps!

    1
  • Will Brown

    Is there a way to change the order in which enabled Widget components are displayed to a user?

    I have the Help Center and the Contact Form enabled. At the very least, I would like to be able to make the Contact Us button more prominent and accessible; as is, users have to search for something in the Help Center in order to be presented with the “Contact Us” button.

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  • Miranda Burford
    Zendesk Product Manager

    Hi Will Brown,

    Thanks for contacting us. 

    >At the very least, I would like to be able to make the Contact Us button more prominent and accessible; as >is, users have to search for something in the Help Center in order to be presented with the “Contact Us” button.

    Unfortunately, there isn't a way to make the 'Contact Us' button visible prior to searching within the Web Widget (when contextual help is enabled).  I'll log this as a feature request as it's something that customers have raised with us previously.  We'll reach out if there's any news.

    In terms of accessibility, we're planning to dedicate some time to improving it within the Web Widget later in the year.  I'll add the 'Contact Us' button to the list.  Thanks for flagging this with us!

    If you have any further questions, please don't hesitate to get in touch.

    Thanks again,

    - Miranda.

     

    0
  • Will Brown

    Thanks for the note, Miranda. I'd be very interested that kind of control; staying subscribed to this thread in hopes we might see some changes soon. The existing option to enable certain components is a lot less attractive when the Help Desk is given priority over the Contact Form; that design presumes your customers are more interested in directing their users to a Help Center than a contact form. I can see scenarios where that might be true, but for high-touch companies with little Help Center content (like mine), it's adding friction and making it harder for our users to reach us.  

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  • Miranda Burford
    Zendesk Product Manager

    Thanks for the additional context, Will Brown.  That's helpful to know!

    - Miranda.

    0
  • Waseem Khan

    Hi Zendesk Team,

    I see some articles are coming by default in the 'Help' widget. How this appear, is it coming from the articles that have been added ?

    Regards,

    Waseem Khan

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Waseem Khan,

    It sounds like you've turned on the Contextual help feature.  This does make use of your existing articles within your Help Center.  You can find more information about this feature here, https://support.zendesk.com/hc/en-us/articles/219796887.

    Hope this helps!

    - Miranda.

    0
  • Dan Allen

    Hi team. I'm getting a 400 error when attempting to load the Content Widget: https://ekr.zdassets.com/compose/xxxxxx 400

    Has anyone encountered this issue? 

    0
  • Dan Allen

    Miranda Burford, can you assist us with this implementation of the Content Widget? It feels like an easy fix, but I'm not sure why we're getting a 400. Here's my message from above:

    I'm getting a 400 error when attempting to load the Content Widget: https://ekr.zdassets.com/compose/xxxxxx 400

    Has anyone encountered this issue? 

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Dan,

    The URL you provided seems to have the key in an incorrect format. The key should contain dashes so just wanted to make sure you're following that format.  Can you please take a look in your Web Widget admin (Channels > Widget) at your snippet code and check that the ID was copied over correctly (with dashes included)?

    Thanks,

    - Miranda.

    0
  • Dan Allen

    Hi Miranda Burford! Thanks for the quick response. I've trying to use the widget to access restricted content. I've used the shared secret in place of the key. But obviously that doesn't work. Where do I include the Shared Secret in the snippet?

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Dan,

    No problem.  There are some some step by step instructions in the article below which walks you through how to generate a shared secret and use that with your snippet.

    https://support.zendesk.com/hc/en-us/articles/222874768-Using-restricted-Help-Center-content-with-the-Web-Widget

    Hope this helps!  Let me know how you go.

    - Miranda.

    0
  • Roman Chaban

    Hi. How I can get this window

     

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  • Bryan - Community Manager
    Zendesk Developer Support

    Hi Roman Chaban. Use the Pre-chat form feature found in the Zendesk Chat administration area:

     

    In the example you showed, the user logged in through a social media option (for example, Google):

    0

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