Configuring Zendesk Talk settings for Web Widget (Classic)

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  • Andrew

    Is it possible to enable Talk in the widget for some customers, while not appearing for others?  Even if we set up multiple configurations, it seems like there isn't an option for this.

  • Gail L
    Zendesk Community Team

    Hi Andrew,

    Thanks for reaching out! 

    It is not currently possible to enable Talk in the widget for some users, and suppress it for others.

    It is possible to hide specific widget features on different pages, but that is tied to url not user. 

    Can you expand on the use case here? 

    What is the goal for not showing the Talk option to all of your users?

  • Andrew

    Thank you!  The use case would be signed-in customers to our software, where some plans offer phone support and some do not (fairly common I think.)  It would be nice to show it in the widget for those customers who are eligible, so they get the full list of contact options in the widget after review contexual help, answer bot suggestions, etc.

  • Gail L
    Zendesk Community Team

    Andrew, you just described Zendesk's own phone support levels... 

    We don't currently have a way to tie the visibility of widget features like Talk or AnswerBot to user permissions (plan based or otherwise), but I am passing your feedback on to the product team. 

    Please let us know if you have other questions!

  • Morgan Thompson

    I have gone through all of the steps to do this and have agents available, but this option is still not appearing. Is this because I have people searching in the help center first with a question before giving the option to live chat?

  • Brett Bowser
    Zendesk Community Team

    Hey Morgan,

    Sometimes it can take a few minutes for the changes to propagate within the Web-Widget. Can you confirm whether or not this option is still missing from your widget on your website? If you continue to experience issues I would recommend re-copying the code snippet from your agent interface over to your website to see if that helps at all.

    As referenced in our Using Web Widget to embed customer service in your website article, the web widget components are presented in this order:

    • Self service
    • Live chat
    • Phone calls
    • Contact forms

    I hope the above information helps!

  • Andrew

    When a customer requests a callback, they have the opportunity to enter "How can we help?"... but this message doesn't seem to be visible to the agent at all?

    Also when choose to display wait time, or enter a minimum wait time, this never seems to be displayed to the customer anywhere.

  • Brett Bowser
    Zendesk Community Team

    Hey Andrew,

    This information should show up as an internal note once the agent has accepted the callback request and the ticket has been generated. Screenshot for you below:

    Is this not showing on your end when the ticket is generated?

    As for the wait time displaying within the web-widget, this is what I see when I tested from my own account: 

    May need to do a quick browser refresh if you just turned on this feature just recently. If you don't see this option can you confirm whether or not there have been any adjustments to your web-widget through the use of custom code?

    Let me know!

  • Tiago Silva

    Is it possible to prefill de user phone number on the Request a Callback widget through code?

  • Carsten Falborg -
    Community Moderator

    Hi Tiago

    You should be able to do this with Prefill:

    I haven't tested this on the call back function though.

  • sbenaouda

    How can I make "Name" and "How can we help" mandatory fields in the Request a Callback form? The Name field is already mandatory in our default ticket form. 


  • Remi Saumet
    Zendesk Customer Advocate

    Hi sbenaouda,

    Thank you for your post here, hope you are doing well today!

    I've been researching about this option, unfortunately, this feature is currently not available. However, I encourage you to create a post here : Feedback on Talk.

    Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are the most helpful things to share to help our product teams understand the full scope of the need when working on solutions. 

    Thank you for your understanding, have a great rest of your day!

    Best regards,

    Remi | Technical Support Engineer

  • Stephanie Michele

    Why on earth would the name field be optional? How are we suppose to address a person that has requested a call back? Name should not be optional!

  • Nicole Saunders
    Zendesk Community Team

    Hi Stephanie -

    That sounds like great feedback for our product managers. To officially register your feedback with them, please post it in our official intake channel, which is the Feedback on Talk topic in the community.

    If you haven't posted there before, here's a helpful guide on how to write an effective feedback post.


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