When troubleshooting issues with either the Chat or Web Widget, it is often helpful to locate the widget code on the website and verify that it was added correctly. How do I find it?
- Start by copying a piece of the script to your clipboard. If you use the Web Widget, this script can be located in your Support account under Admin () > Channels > Widget > Setup. If you use the Legacy Chat Widget, this is found in your Chat account under Settings > Widget > Getting Started.
- View the page source of your website. The method for doing this can vary by web browser, but generally it is as simple as adding "view-source:" to the front of your URL.
- Search the source code for the piece of script you placed on your clipboard earlier. If you are unable to locate it, try putting a different snippet of the code on the clipboard and try again.
- For optimal results, verify that the code here matches the code in your Zendesk interface from step one. Removing the entirety of the widget code and re-adding it is recommended to ensure that it matches.
If you are not able to locate the script, it is possible that it was removed or that someone on your team implemented the widget through a custom process that we do not support or document. If you do not have success reaching out to someone on your team, contact the Zendesk Customer Support team for further assistance.
For more, see these articles: