Advanced customization of the Web Widget

Return to top
Have more questions? Submit a request

238 Comments

  • Sheila Lucas

    Hello,

    I'm working with my development team in filtering and limiting certain articles displayed in the web widget for our SPA. I've been providing each category/section/article URL to them as reference, but they've asked me to clarify something with Zendesk so we don't go down the wrong path.

    Using the screenshot below as an example, the circled area (we've been referring to this as the URL "ID") includes the section number and the section title.

    If a category/section/article's title changes, it will change the title in the URL and, presumably, disconnect the filter or limit setup. When filtering or limiting articles within the web widget, is the "ID" number sufficient, or will the development team need to include the title (and update it if the title changes)?

    I hope this makes sense!

    Thanks :)

     

    0
  • Emily Pitkin

    we are trying to get our company up and running on zendesk and need to discuss pricing and plans with someone so we choose the best option for us. I have put in four separate requests to the sales team and no on has gotten back to us - who is the best person to reach out to? We are on board but need to talk to someone, please help!

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Sheila Lucas,

    The ID number is sufficient as described in our API docs, https://developer.zendesk.com/embeddables/docs/widget/settings#filter.  We recommend using that so there's no need to update the title if it happens to change.

    Thanks,

    - Miranda.

     

     

    1
  • Aravind Pilla

    Is there a way to customize the font to match up our website font when using help center web widget?

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Aravind Pilla,

    Thanks for your question. Unfortunately, there's no way to customise the font style within the Web Widget at the moment.  I will log this as a feature request and record your details.  If there's any updates on this in the future, we'll be sure to reach out and let you know.

    Thanks,

    - Miranda.

    0
  • Thomas D'Hoe
    Community Moderator

    Regarding this comment from last year, we completely redesigned our web widget configurator and added extra functionalities. Our widget configurator is now available in the Zendesk market place (with 1 day free trial) or via widget.guide

    0
  • Max D'Ambrosio

    Hello,

    Is there the possibility to highlight specific kb articles or categories in the widget? 
    We are currently not using the bot but would like our customers to see upon opening the widget a section of preselected links to things like the latest releases, the status of the service, or anything else, before section top suggestions. We are currently not using the bot and would only want to have this custom section - top suggestions - and the contact us button. Is this possible? If not any ideas? Thanks in advance for your time.

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Max,

    Thanks for your message.  Unfortunately, it's not possible currently to highlight specific knowledgebase or categories within the Web Widget as you've described.  This is a great idea though and something we've heard from customers before.  I'll record your feature request on our side, along with your details and reach out in the future if there's any news on this front.

    Thanks again for getting in touch!  We appreciate you taking the time.

    - Miranda.

    0
  • Thomas D'Hoe
    Community Moderator

    Hi Max,

    Hi Miranda,

    Maybe this is not exactly what you mean, but with our widget.guide configurator you can set up a search placeholder which allows you to immediately display articles based on the placeholder. I don't know if this helps, but you can always give it a try.

    0
  • Max D'Ambrosio

    Hi Miranda,

    Thanks for clarifying. I think it would be a great addition to highlight new releases, important communications, or any other communication with our subscribers. Unfortunately at this time, we have to implement an additional solution that will unnecessarily clutter the UI with an additional widget like element to achieve similar results. I appreciate your consideration on this.

     

    0
  • Max D'Ambrosio

    Hi Thomas,

    Thank you for your message. It would require a bit of planning and it is less than ideal but I can see how it could be helpful. So would pre-populating the search automatically display articles that match the text in the search? Would that hide the Top Suggestions from showing when the widget is open?

    I tried to create a trial with the links you provided but was unable to, it took me directly to a payment page. Am I doing something wrong?

    0
  • Patrick Lemmer

    Can I also limit the search results in numbers to max. 5 visible results per search?

    0
  • Azhar

    Wanted to change the default text of the chat button. We are having only three option in Widget configuration i.e. Help, Support & Feedback. Our client is looking for name like "Chat Now" .

    I tried looking into many support documents, community posts etc and applied few of them but was of no help.

    Please let us know how to change it simply.. 

    0
  • Thomas D'Hoe
    Community Moderator

    Hi Max,

    You can install our widget guide as an app in your Zendesk account. The app is free of charge for the first day. (trial). 

    Thomas

    0
  • Miranda Burford
    Zendesk Product Manager

    Hi Azhar,

    Thanks for your message.  It's possible to customise the Web Widget launcher label text to 'Chat Now' using the label API.  You can find information on that here, https://developer.zendesk.com/embeddables/docs/widget/settings#label.

    Hope this helps!

    - Miranda.

     

    0
  • Carman Okon

    How do I have set up the chat badge to start minimized? I am using the web script and want to start the chat badge minimized.

    0
  • Alejandro Colon

    Carman Okon

    I am not sure if this is what you are looking for but you might be able to use the "close" command to close it as soon as it loads. There may be a better way to do this but previously I used it for a different purpose.

    https://developer.zendesk.com/embeddables/docs/widget/core#close

    0
  • Carman Okon

    We found that if we turned off the chat badge it will be minimized.

    0
  • Alejandro Colon

    Carman Okon

    Glad you were able to get it figured out.

    Have a great Weekend! :)

    0
  • uncle_joe

    We have our own contact form which collects (programmatically) user data and sends it to ZD via the API.

    And at the moment, the CONTACT button in the widget brings up the standard contact form within the widget.

    Is there any way we can change the button so that when clicked it will open a different URL in a new tab so we can show our own form there? In other words, we don't want users to see the widget form at all, but just be shown our own form elsewhere on the site.

    Thanks.

    0
  • Thomas Verschoren
    Community Moderator

    You could leverage the OnOpen() command:

    <script type="text/javascript">
    zE('webWidget:on', 'open', function() {
    console.log('The widget has been opened!');
    window.open("https://widget.guide");
    });
    </script>

    This will whenever the customer opens the widget redirect to the url specified in the window.open() command.

     

    However you will loose Chat, Guide, Answer Bot and a whole lot of coolness provided by the widget.

    0
  • uncle_joe

    Thanks for that, but we want the Guide as that's proving quite useful to people. Only when someone clicks do we want the new URL to open.

    0
  • You could define callback function to be executed when form is opened by using On User Event:

    https://developer.zendesk.com/embeddables/docs/widget/core#on-userevent

    It has been while since I did those my self, so I could not find an example for you now.

     

    1
  • uncle_joe

    Thanks, Arno - in the end this code works for us:

    `<script type="text/javascript">
       zE('webWidget:on', 'userEvent', function(event) {
          if ( event.action == 'Contact Form Shown' ) {
           zE('webWidget', 'close');
            zE('webWidget', 'reset');
           window.open("https://example.com/contact/");
         }
       });
    </script>`

    0
  • Rich Nuzzi

    Super silly question, but I am very new to Zendesk. I am OK with code and I am sure that I can make the few simple changes that I need. However, where do I find the code for the web widget? Once I can find it, I am sure that I will be OK. Thank you in advance. 

    0
  • Jeremiah Massey

    Settings > Channels > Widget > Set Up

    0
  • Rich Nuzzi

    Thanks James, but that is the code to include the widget on my companies external website. I am looking for the code that already should be in my Zendesk main page. I can turn on the widget, customize to the extent of the options provided. However, I cannot find the code that should already be in the "homepage" script in the guide admin section. I figured that I would see the code listed at the area you listed, but it is not listed in the homepage code for my main Zendesk home page.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Rich,

    Jeremiah is correct and this same code can be applied to your Zendesk Main page to include the web widget. We also include the toggle option so you don't have to worry about copying and pasting the code to your Guide theme.

    Let me know if that doesn't make sense.

    0

Please sign in to leave a comment.

Powered by Zendesk