Migrating from the Feedback Tab to the Web Widget Follow

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Important: Zendesk Feedback tab reached its End of Life date on November 1, 2016. You will no longer be able to access this deprecated feature. If you haven't already done so, you can enable Web Widget.
The Web Widget, a way to embed Zendesk Support options in your website or Help Center, has replaced the Feedback Tab. You should remove the Feedback Tab from your site before adding the Web Widget. Keep in mind the following differences when migrating:
  • Unlike with the Feedback Tab, you can add Zendesk Chat to Web Widget.
  • Web Widget is better optimized for mobile web browsing.
  • Web Widget supports internationalization out of the box. If you created multiple Feedback Tabs to support multiple languages, you can replace them all with one Web Widget.
  • Unlike with the Feedback Tab, there's no need to replace the Javascript code everytime you update your Web Widget. Everything can be updated from the Admin menu.

Locating your Feedback Tabs

If you're not sure where your Feedback Tabs are, you can find them by locating any tickets submitted through a Feedback Tab.

To locate your Feedback Tabs

  1. Create a new view to return Feedback Tab tickets, with the condition Ticket: Channel | Is | Feedback Tab.
  2. Click the Views icon () in the sidebar, then select your new Feedback Tab view.
  3. Click the Play button to view each ticket. In a ticket's initial comment, you'll see a URL indicating the web page with the Feedback Tab used to submit the ticket.

Removing the Feedback Tab

Remove the Feedback Tab code from the places you've added it.

To remove the feedback tab from the Help Center
  1. In the Help Center, click General in the top menu bar, then select Customize design.

  2. Click Edit Theme to open the Theme editor.
  3. Select the Footer template from the HTML menu in the Theme editor.

  4. Delete the Feedback Tab at the bottom of the file.
  5. Click Save at the top of the sidebar to save your changes.
  6. Click Publish changes at the top of the sidebar.
To remove the Feedback Tab from an external website

If you've added the Feedback Tab to an external website, you need to remove the reference to the Feedback Tab JavaScript code from your site.

Adding the Web Widget

O,nce you've removed your Feedback Tab code, you're ready to start adding the Web Widget. For detailed instructions, see Using Web Widget to embed customer service in your website.

Have more questions? Submit a request

Comments

  • 0

    Point 4 states - "Delete the Feedback Tab at the bottom of the file."
    Do you mean the actual Feedback Tab CODE ? Perhaps a graphic showing this might be useful please?

    Edited by Stuart
  • 2

    I don't think the Web Widget is a good replacement for the feedback tab, because we can't change the text on the widget from "Help" to "Feedback".

    This makes the entrypoint to the features different, making the perceived use case different. For 100% of the cases that my company uses the feedback tab for, we do not feel comfortable making the transition to the web widget without being able to rename it "feedback". PLEASE give us the ability before forcing us to switch to the web widget!

    P.S. If you agree, please vote on this feature request: https://support.zendesk.com/hc/en-us/community/posts/204096076-widget-customization-please?page=1#community_comment_207655748

  • 0

    @Samatha, just wanted to reiterate here that we have made some new text options. For the button text you can now choose between "Help," "Feedback," and "Support" and for the contact for button text: "Leave us a message," or "Contact Us".
    Thanks,
    Erica

  • 0

    Any suggestions for someone that still wants to have a form on a Contact Us page to get tickets into Zendesk?

    Sorry, but plenty of folks don't see the widget. Customers are used to looking for a Contact Us page on websites and having to replace that with text that says something like "sorry we don't have a contact us page anymore, look down in the corner of your device to see if you can find a green or blue button that says "help" on it and then press it" is not exactly the kind of user experience we want to offer.

  • 0

    This article needs to be updated to show the new location of the Help Center Tools Panel.

  • 0

    Thanks for the heads-up, Emily! I'll let our Docs team know. :)

  • 1

    This says plan availability: Starter.  However, our starter plan doesn't have the ability to edit themes in help center.  How can I add the code if I cannot access the html?

    Also, is there an end of life to the feedback tab? we already have it installed on our external webpage, and has been working great for years. I don't like redoing things that have no benefit to our environment if I don't have to.

  • 0

    Hey Chris,

    Just to clarify, you're right that Starters cannot access the HTML or CSS of their Help Centers, so unfortunately they will not be able to add the Web Widget there. That being said, they are still able to ebed the Web Widget on any other external websites they have access to.

    As for your other question, yes. Our apologies for the inconvenience of it, but on November 1st of this year, the Feedback Tab will be going away along with Web Portal. You can read a bit more about this here: 

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